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Subject: Unjustified account closure and confiscation of winnings (€100.36)

Description:

Dear Casino Guru Team,

I am filing a complaint against ScaraWins Casino regarding the cancellation of my winnings (€100.36) and the closure of my account.

On April 22nd, I received a 50 Free Spins registration bonus. After fulfilling the wagering requirements, I requested a withdrawal of €100.36.

Crucially, on April 23rd at 12:15 PM, I received an official email from the casino stating: "The verification process of your account has been successfully completed." My KYC was fully approved.

Shortly after, I received an email stating that my withdrawal was canceled and my account closed due to an alleged violation of terms 12.10 (accusing me of using a VPN or manipulating documents).

I strongly deny these allegations. I used a standard Google Chrome browser without any VPN or proxy software. Since the casino already verified my account and documents as authentic on April 23rd, their sudden claim of "fraud" or "manipulation" at the moment of withdrawal is contradictory and unjustified.

The casino has provided no evidence for these claims. I am requesting the payout of my legitimate winnings.

Thank you for your help.

Best regards,

Andreas

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Hello,

Thank you very much for submitting this complaint. I'm sorry to hear about the problem you're experiencing. Please allow me to ask you a few questions to clarify your situation.

• Could you please specify how many no-deposit bonuses for newly registered users you have played with? The screenshots you included with your complaint show two different bonuses: 50 free spins for Gates of Olympus and 50 free spins for Wilds of Fortune.
• Which documents did you submit to the casino for verification?

I hope we will be able to help you resolve this issue as soon as possible. Thank you in advance for your reply.

Best regards

Veronika

Dear Veronika,

Thank you very much for your feedback and support in my case. Here are the answers to your questions:

1. Regarding the two different bonus offers:

I only claimed a registration bonus once. The original offer was for the game "Gates of Olympus," but it couldn't be activated for technical reasons. Therefore, I contacted support. The representative ("Peter") then credited me with 50 free spins for "Wilds of Fortune" as a replacement. So, I only used the replacement free spins and didn't claim a second, separate bonus offer.

2. For verification (KYC) and the documents:

I have completed the verification process and submitted the following documents:

My valid identity card (front and back).

An official proof of address.

A selfie of me holding my bank card next to my face, as required by the casino.

All documents were reviewed by the casino. On April 23rd at 12:15 PM, I received official confirmation via email: "The verification process for your account has been successfully completed."

Conclusion:

Since my identity and documents (including a selfie with my ID card) have already been successfully verified, the subsequent accusation of "manipulation" or "forged documents" is completely incomprehensible to me. A VPN was also never used.

I hope this clarification helps you to further investigate the case. If you require any further evidence, please do not hesitate to contact me.

Best regards,

Andreas

Liebe Veronika,

vielen Dank für Ihre Rückmeldung und die Unterstützung in meinem Fall. Hier sind die Antworten auf Ihre Fragen:

1. Zu den zwei verschiedenen Bonusangeboten:

Ich habe nur ein einziges Mal einen Registrierungsbonus beansprucht. Das ursprüngliche Angebot war für das Spiel "Gates of Olympus" vorgesehen, ließ sich aber technisch nicht aktivieren. Deshalb habe ich den Support kontaktiert. Der Mitarbeiter ("Peter") hat mir daraufhin als Ersatz die 50 Freispiele für "Wilds of Fortune" gutgeschrieben. Ich habe also lediglich die Ersatz-Freispiele genutzt und kein zweites, separates Bonusangebot in Anspruch genommen.

2. Zur Verifizierung (KYC) und den Dokumenten:

Ich habe den Verifizierungsprozess vollständig durchlaufen und folgende Dokumente eingereicht:

Meinen gültigen Personalausweis (Vorder- und Rückseite).

Einen offiziellen Adressnachweis.

Ein Selfie von mir, auf dem ich meine Bankkarte neben mein Gesicht halte, wie vom Casino gefordert.

Alle Dokumente wurden vom Casino geprüft. Am 23. April um 12:15 Uhr erhielt ich die offizielle Bestätigung per E-Mail: "Der Verifizierungsprozess Ihres Kontos wurde erfolgreich abgeschlossen."

Fazit:

Da meine Identität und meine Dokumente (inklusive Selfie mit Karte) bereits erfolgreich geprüft wurden, ist der spätere Vorwurf der "Manipulation" oder "gefälschten Dokumente" für mich absolut nicht nachvollziehbar. Auch ein VPN kam zu keinem Zeitpunkt zum Einsatz.

Ich hoffe, diese Klarstellung hilft Ihnen, den Fall weiter zu prüfen. Falls Sie weitere Nachweise benötigen, stehe ich gerne zur Verfügung.

Beste Grüße,

Andreas 

Dear AndyCandy73

Thank you for your cooperation and for providing all the necessary information. I truly appreciate the time and effort you’ve taken to share everything with us so far.

Your complaint will now move to the next stage of our process and be handled by your dedicated Resolver, Peter (peter.c@casino.guru). This is a standard step in our procedure, as the Resolver will take over communication with the casino directly and manage your case from this point onward.

No action is required from you right now. Your Resolver will reach out through this thread if any additional details are needed. You can rest assured that your case is in very capable hands.

I wish you the best of luck and hope your case will be resolved to your satisfaction soon.

Kind regards,

Veronika

Hello there,

Thank you AndyCandy73 for providing us with all the information. I hope we'll be able to resolve this issue together.

I would now like to ask Scarawins Casino for their help in resolving this complaint. We would like to know why the player's account was blocked and their winnings were confiscated.

Thank you!

We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.

Hello Peter,

Thank you very much for the update and the extension of the deadline.

The fact that ScaraWins Casino has not yet commented on the matter speaks volumes. Anyone with legitimate and legally sound evidence of a terms and conditions violation (such as the alleged VPN abuse) could easily provide it within 7 days.

This silence essentially only confirms that the accusation was baseless. It reveals the unfair and malicious methods this casino uses: First, they lure players with free spins upon registration, successfully verify the account and the selfie with the credit card (KYC) – and then, as soon as it comes to a withdrawal of just €100, the account is closed under flimsy pretexts to avoid paying out.

Such behavior is completely unethical and borders on deliberate deception. In my opinion, a provider who acts in this way and ignores the official agency does not deserve an MGA license.

I sincerely hope the casino responds within the next 7 days; otherwise, this case should be closed as "unresolved" so that other players are warned about this provider. My official complaint to the MADRE dispute resolution body is already underway.

Best regards,

Andreas

Hallo Peter,

vielen Dank für das Update und die Verlängerung der Frist.

Dass ScaraWins Casino sich bisher überhaupt nicht zu dem Fall äußert, spricht für sich. Wer berechtigte und rechtlich haltbare Beweise für einen AGB-Verstoß (wie den angeblichen VPN-Missbrauch) hat, könnte diese innerhalb von 7 Tagen problemlos vorlegen.

Dieses Schweigen bestätigt im Grunde nur, dass der Vorwurf haltlos war. Es zeigt die unlauteren und mutwilligen Methoden, mit denen dieses Casino arbeitet: Erst locken sie Spieler mit Registrierungs-Freispielen, verifizieren das Konto und das Selfie mit der Kreditkarte erfolgreich (KYC) – und sobald es an die Auszahlung von gerade einmal 100 € geht, wird das Konto unter fadenscheinigen Vorwänden geschlossen, um sich vor der Auszahlung zu drücken.

Ein solches Verhalten ist absolut unseriös und grenzt an bewusste Täuschung. Meiner Meinung nach verdient ein Anbieter, der so agiert und die offizielle Vermittlung ignoriert, keine MGA-Lizenz.

Ich hoffe sehr, dass das Casino in den nächsten 7 Tagen reagiert, andernfalls sollte dieser Fall als „ungelöst" geschlossen werden, damit andere Spieler vor diesem Anbieter gewarnt sind. Parallel läuft mein offizielles Verfahren bei der Schlichtungsstelle MADRE bereits.

Beste Grüße,

Andreas

I have tried to contact the casino repeatedly but had no success. I’m afraid there is not much that can be achieved without cooperation from its side. I will mark the complaint as "unresolved" in our system. I understand this isn't a satisfactory solution to your issue. However, the decrease in the rating caused by unresolved complaints might help to change the casino's approach. If the casino decides to react, we will reopen the complaint, and you will be notified by email. In the meantime, I recommend you contact the MADRE – an alternative dispute resolution service (https://madre-online.eu/file-a-claim-international/) and submit a complaint to them. It collaborates with the Gaming Authority and has better options and tools to help players. The next step would be contacting the Malta Gaming Authority itself (https://www.mga.org.mt/player-hub/lodge-a-complaint/). Please let me know if you need help with filling the form or how the ADR responded if you can do this on your own (peter.c@casino.guru). I am sorry I could not be of more help on this occasion.

Best regards,

Peter