Scorpion Casino - Hráčův účet byl náhodně uzamčen finančními prostředky.

Made multiple deposits and withdraws at Scorpion Casino, all good. Played live casino games and slots. Account fully verified. Balance was approx 2400 USD when my login was suddenly rejected on 7 Dec 23 with message "account blocked contact support" (see screenshot). Since then casino is unresponsive. Live Support says "wait for email within 24 hours" but nothing ever arrives. Please help.

Dear luckybrain,

Thank you very much for submitting this complaint. I am sorry to hear about your issue with Scorpion Casino. Please allow me to ask you a few questions to make sure I understand your situation completely.

Have you contacted customer support only via live chat or have you tried contacting them directly through email as well?

Could you please specify when exactly was your account blocked? Was it after a withdrawal request, after a certain game session, or at some other time?

When was the last time you tried reaching customer support regarding your issue?

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

Best regards

Veronika

Due to the increased volume of complaints during this time of year, we kindly request your patience while awaiting our responses. We aim to publish each complaint within 48 hours of submission but reserve up to 7 days to reply to any subsequent comments. Additionally, please be aware that it might take a bit longer for your complaint to be assigned to a resolver, as we are currently managing over 800 complaints.

Your understanding is greatly appreciated. Wishing you a delightful holiday season, and we will get back to you as soon as possible.

Hi

1. Account was locked immediately after a withdrawal.

2. I have contacted many times via chat, each time getting the same cut-paste response of "please wait for email in 24h" which never appears. I have asked live chat for an email address to contact the casino, but each time they have supplied me with an email address that doesn't exist (instant bounce-back)! When confronted with this they say "wait for us to contact you".

3. My last contact with Live Support was on approx 15 Dec, same routine as described above.

Thanks

Thank you very much, luckybrain, for providing all the necessary information. I will now transfer your complaint to my colleague Peter (peter.c@casino.guru) who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction in the near future.

Hello there,

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

I would now like to ask Scorpion Casino for their help in resolving this complaint. We would like to know why is was the player's account blocked and what can we do to help resolve this issue.

Thank you!

Dear luckybrain, I was in contact with a casino affiliate and was told that your account has been reinstated. Let us know if you require any further assistance. Thank you in advance!

Hello. Yes, account has been reinstated and funds successfully withdrawn! Many thanks for your help on this.

Dear luckybrain,

I'm glad to hear that your issue has been resolved successfully. I will now mark the complaint as 'resolved' in our system. 

Thank you for your cooperation, and please do not hesitate to contact our Complaint Resolution Center if you run into any issues with this or any other casino in the future. We are here to help.

Best regards,

Peter