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Hello, yesterday I won a profit of 9000 euros at the casino and immediately applied for a deposit. Today I wanted to log in and see whether my payment has already been processed, now the casino tells me I have frozen my account for 30 days myself, and my payment withdrawn myself and there would be no credit which is not so, a cheek for a casino to say something like that, I tried to explain to her that I definitely did not apply for it or that my account would have frozen, she had then simply closed what can chat do I do to get my profit ??

Hallo ich hatte gestern bei dem casino einen Gewinn von 9000 Euro gewonnen und direkt eine auzahlung beantragt heute wollte ich mich einloggen und gucken ob meine auzahlunng schon bearbeitet wurde, jetz sagt das casino mir ich hätte mein konto für 30 tage selbst eingefroren, und meine auzahlung selbst zurückgezogen und es wäre kein Guthaben vorhanden was aber nicht so ist, eine Frechheit für ein casino sowas zu behaupten habe ihr versucht es zu erklären das ich es definitiv nicht beantragt habe oder mein Konto eingefroren hätte, sie hatte dann Einfach denn chat geschlossen was kann ich machen um mein Gewinn zu bekommen??

Hello Ricardo,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience. Could you please clarify what you meant when you mentioned that there is no balance available? Did your balance disappear? Or have you been informed by the casino about this fact?

Would you be so kind and send me all the relevant communication between you and the casino, so we can gather as much information as possible? My email address is kristina.s@casino.guru.

I hope, we will help you to resolve this issue as soon as possible. Looking forward to hearing from you.

Best regards,

Kristina

Hello thank you very much for the help I sent you an email,

Yes, the casino says I have no credit left on my player account and that would have been my instigation of my chat log what I wrote with the I requested by email but was not sent to me

Hallo vielen dank für die hilfe ich habe ihnen eine Email gesendet,

Ja das casino sagt ich hätte kein Guthaben mehr auf meinem spielerkonto und das wäre von mir so veranlasst gewesen mein chat Protokoll was ich mit den geschrieben habe hab ich per email angefordert wurde mir aber auch nicht zu gesendet

Thank you for your email Ricardo1. I don't see any conversation where the casino accuses you of freezing your account or of losing all your money. Could you please forward the communication where these two allegations were made?

Hi, Thank You

I sent you an email, unfortunately only with a screenshot of the conversation

The casino does not send me the chats as an email protocol. I have now requested it 3 times, unfortunately nothing comes

Hallo danke

Habe ihnen eine Email gesendet leider nur mit Screenshot vom Gespräch

Das casino sendet mir nicht die chats als Email Protokoll habe es jetz 3 mal angefordert da kommt leider nichts

Thank you very much Ricardo1 for your reply. I will now transfer your complaint to my colleague Andrej who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction soon.

Dear Ricardo1,

I’m sorry to hear about your problem. I’ll contact the casino and try my best to resolve the issue as soon as possible.

I would like to invite Scatters Casino to join this conversation and participate in the resolution of this complaint.

Dear Scatters Casino,

Can you please clarify the situation?

A very good day to you Ricardo1,

Many thanks for taking the time to get in touch with us, I am sorry to hear that you have had an issue with your Scatters account.

I have used the details available and from what I see, the account was indeed frozen by yourself, and the funds which you mentioned on the account have been wagered. Indeed, there was actually further deposits made after that sum was spent, at which stage the account was frozen.

I have also researched your chat and email history for the month previous, and there is no mention of your account being unplayable at any time.

Can you please let Casino Guru and myself know what it is you wish to complain about exactly?

Losing wagers and freezing your account on your own terms is not something I can look to assist with, as per our terms and conditions.

@CasinoGuru - All records are available for your perusal if you wish to verify and confirm.

I look forward to your response,

George

Thank you, George and Scatters Casino, for providing the explanation. Any relevant evidence can be forwarded to andrej.p@casino.guru.

Dear Ricardo1,

Can you please comment on the casino representative’s statements?

I would like to complain that I never blocked my account and did not withdraw the money and did not receive my payment ?? !!!

why was my account blocked when i deposit it all makes no sense, i don't give it to me for a long time to pay out the money I have won. !!

I wrote in the chat with a few people and there is a bar with a chat log send by email I always did that but I never received an email .. in the past I always got the chat history as an email that is alone strange then I was told it will be checked and I will be informed by email if someone else had access to my account even then nothing from you came to me that was almost four weeks ago

Ich möchte mich darüber beschweren das ich mein konto nie gesperrt habe und das geld auch nicht zurück gezogen habe und meine auzahlung nicht erhalte??!!!

wieso wurde mein konto gesperrt wenn ich einzahle das ergibt alles kein sinn, ich gebe ihn nicht mehr lange zeit mir mein gewonnenes geld auszuzahlen.!!

Ich habe im Chat mit ein paar Leuten geschrieben und da gibt es eine leiste mit Chat Protokoll per email senden das habe ich auch immer gemacht aber bei mir kam nie eine Email an.. früher habe ich immer den chat Verlauf als Email bekommen das alleine ist komisch dann wurde mir gesagt es wird überprüft und ich werde per email informiert falls jemand anderes Zugriff zu meinem Konto hatte selbst da kam nichts von Ihnen bei mir an das ist jetz schon fast vier Wochen her

Thank you, Ricardo1, for replying.

Dear George and Scatters Casino,

Please provide the relevant evidence that would support your claims. As mentioned above, you can provide the information via e-mail (andrej.p@casino.guru) or you can post it here.

Good morning to you Andrej,

I hope you are well and you are having a pleasant week so far.

Just a heads up that I have sent you an email this morning with the relevant details, would you please be kind enough to review and let me know if anything additional is required?

Wishing you a great afternoon,

Speak soon

George

Thank you, George and Scatters Casino, for providing the relevant evidence. Could you please also let us know how exactly and at what time did Ricardo1 request freezing of their account?

Dear Ricardo1,

Unfortunately, the provided evidence does suggest that you canceled your last withdrawal (€7000) request and that the amount was subsequently played down. Are you certain you are not aware of this?

Good morning everyone,

I hope everyone is well and looking forward to the weekend.

@Andrej I will look to get the information from the team and provide it to you at some stage today.

Once obtained I will email the details across.

Thank you for getting in touch, wishing you a great day ahead.

Best wishes,

George

Thank you in advance, George. We’ll await the additional information.

Dear Ricardo1,

In the meantime, could you please let us know if there’s anything you would like to add? I'm setting the timer for 10 days.

Hello Andrej, it has now been almost 1 month. I still haven't received my money.

It was 9000 euros when I was logged in for the last time, after which I applied for the payment and logged off, but never blocked my account or canceled the payment.I can prove that I did not play anymore ask if I remember what is going on here ?? Otherwise I will unfortunately have to go to a lawyer

Guten Tag Andrej es ist jetz fast 1 Monat vergangen ich habe mein Geld immer noch nicht augezahlt bekommen.

Es waren 9000 Euro als ich das letzde mal eingeloggt war danach habe ich die auzahlung beantragt und habe mich abgemeldet, aber niemals mein Konto gesperrt oder die auzahlung abgebrochen ich kann beweisen das ich da nicht mehr gespielt habe ich bitte jetz um hilfe für mich mich zu fragen ob ich mich daran erinner was geht denn hier ab ?? Ansonsten muss ich leider einen Anwalt aufsuchen

Good morning to you Ricardo1,

Thank you for getting in touch, I am sorry if there has been any misunderstanding in the above communication.

We have forwarded the relevant account details to Andrej, to show that you not only cancelled the withdrawal (which was for €7,000, and not the €9,000 as claimed), you also made two further deposits on the account before "freezing" the account.

As we have the information and evidence to back up the play and deposits, which counter your claims of waiting for a withdrawal, we will not be taking any additional steps in terms of providing you with funds which you have played away.

These screenshots are available for your perusal as well, should you need them in seeking legal advice.

As they detail the play on your account in significant detail (such as IP address, log-in, device used, cards used for deposits and so on) within the sessions, which would be covered in our terms and conditions on terms of play and non-refundable bets.

Please let me know should you need these details, otherwise I would consider this matter as closed from our side.

Wishing you a great day, and all the best for the New Year.

Regards,

George

Thank you, Ricardo1, George, for your replies.

Dear Ricardo1,

You can forward any relevant evidence to andrej.p@casino.guru but please note that we consider the evidence provided by the casino to be conclusive. This means we are forced to reject your complaint.

In case you are not satisfied with our decision and truly believe your claim is justified, I recommend contacting the casino’s Licensing Authority and/or the official ADR – EADR (https://eadr.org/eadr-form/).

Please let me know if you decide to do so and/or our assistance is needed.

Dear all,

As explained earlier, we will now close this complaint as ‘Rejected’.