Hi lcb.org, I need your help, please assist me!
I registered at Scoobybet.com casino on December 1st at 00:01 MSK and made my first deposit at 00:03 MSK. I started playing various slots and buying bonus games. After losing the initial deposit, I made another deposit. Throughout the night, deposits totaling $300 were made in this casino. At a point when my balance was $120, I started buying bonus games in the Mental slot. The first 27 bonuses had varying success. On the 28th bonus, December 1st, 2023, at 07:28 MSK, I hit an 8,500,000-line bonus upgrade with my top symbol, winning $8000. I continued playing different slots for about 1.5 hours and placed the first $560 for withdrawal. Twenty minutes after requesting the withdrawal, my balance reset to zero, and that's when my payout issues with this casino began.
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On December 1st, 2023, after my win in the Mental slot, Scoobybet.com retracted my winnings citing "Virus," "Bug," "Man, your bonuses are bad." I had a replay of this win from the official NoLimit website. Eventually, on December 7th, 2023, the balance was returned, but that was just the beginning. On the same day, I played more slots, won some money in different slots, and preemptively saved all the replays of my games for future reference.
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On December 7th, 2023, I requested a withdrawal, but it didn't process immediately. I contacted the casino support, and they informed me that I needed to undergo verification. I submitted all the required documents in stages. After some time, the casino requested an additional bank statement, which I provided. More than 40 hours passed as they verified all the documents, but they asked for a re-submission of a selfie with the date, which they had already confirmed about an hour earlier. I sent the selfie, but over 72 hours passed without any response from the casino. Additionally, for some reason, they initially accepted one document and then suddenly rejected it. This might not impact the situation, but it's noteworthy.
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On December 8th, 2023, they asked me about wins in Yggdrasill slots. Initially, in the heat of the moment, I stated that they hadn't paid me any winnings, claiming I hadn't played in that casino. However, after some sleep and a break from gaming, I recalled what I played, where, and even listed the slot names and my spins and bonus purchases. It turns out, with this provider, I had a net loss of 25,000 rubles. Despite my detailed explanations, they insist on this point, even though I clarified the specific slots I played.
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On December 9th, 2023, they stated that a clearer response from the provider would arrive on December 14th, 2023, which, naturally, would extend to a longer timeframe in the future.
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On December 12th, 2023, they sent the first partial payment of around $500. They promised another transaction and awaited verification from the provider. These winnings emerged despite my earlier emotional state, impulsiveness, and lack of recollection. Later, I recalled everything, even naming the slots I played, but overall, I exited with a net loss—I lost more there than I won.
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On December 13th, 2023, they fabricated a new reason, questioning how I could have played on November 30th, 2023, when I registered on December 1st, 2023, at 00:01 MSK. They provided an admin panel screenshot showing the casino operates on UTC time (with a 3-hour difference from MSK). According to their time, I registered on November 30th, 2023, at 21:01 UTC and made my first deposit at 21:03 UTC, then started playing slots. They also forwarded a screenshot from the admin panel displaying the date, corroborating this claim. Additionally, the casino contacted the softgaming provider, sharing a screenshot requesting my gaming activity from November 30th, 2023, from 00:00 to 23:59 UTC, claiming I wasn't registered during that period. This contradicts the truth, as even the admin panel indicates the casino operates on UTC, and the account registration date was October 30th, 2023.
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On December 14th, 2023, I informed the casino that I'm gathering all necessary information accumulated during these days and preparing a comprehensive complaint for publication on regulatory sites similar to yours to seek assistance in resolving this issue. Subsequently, after several emails, I received a message stating they are not lying and are ready to transfer an additional $970, allegedly undergoing a review.
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From December 14th, 2023, to December 22nd, 2023, they promised to conclude all checks and process the withdrawal transaction on December 23rd. Frankly, after their four attempts to mislead me by claiming to softgaming that I wasn't registered on November 30th, 2023, thereby prolonging the investigation, I don't trust them. I fear that after this date, the process will further extend.
They tried to claim my winnings in 4 ways
- Initially, they took away my winnings, citing a "virus" and "poor bonuses." However, after a game replay from the official website, they returned the winnings.
- Then they delayed the verification process for many days, hoping I'd lose my balance.
- Next, they claimed there was a check on the Yggdrasill provider, where, according to the admin panel, I lost $280. Initially, I said I hadn't played because I thought they were referring to my winnings. I was sleep-deprived and emotional, but eventually, I explained everything to them, mentioning the slots I played, and clarified my gaming and bonus purchases. Due to the provider where I lost money, they refuse to pay out where I have replays and significant winnings.
- They said I couldn't play on November 30, 2023, because I registered on December 1, 2023, at 00:01 MSK, according to their time zone (UTC). However, based on UTC, where they reside, I was registered on November 30, 2023, at 21:01 UTC. The screenshot of the admin panel with the registration date and time confirms this discrepancy in time zones. They tried to create another excuse based on the time zone difference. They also informed Softgaming that I wasn't registered on November 30, 2023, but the casino's admin panel states the opposite and proves it all.
- They claimed there's supposed to be a verification until December 22, 2023, regarding the Yggdrasill game where I lost money. I explained there were winnings and mentioned the slots played. However, the casino devised some additional check, promising to conduct it on December 14, 2023.
Additional Information
- Throughout the entire period, I received 2 payments of 15% of the winnings. This indicates that the casino acknowledges that I am right and fairly won the money, but they are actively delaying the payout of my winnings. I have all the replays and screenshots, attaching all necessary screenshots to this post, and I hope the casino will continue to pay out my winnings. It seems to me that they are trying to delay the payment as much as possible, especially with various holidays approaching soon. I'm seeking assistance in expediting the withdrawal of funds.
- I see how slowly and laboriously they are processing the winnings (only 15% of the winnings in 16 days). I've decided to file a complaint because, most likely, after 22.12.2023, they will make another small payment and then drag it out for weeks again.
- If necessary, I can provide more detailed information and send more screenshots; just let me know. I've tried to condense the text as much as possible. Additionally, the casino has sent responses to inquiries and screenshots.
- The casino stated that if they didn't want to pay, they wouldn't have made these 2 transfers. However, in fact, only 15% of the winnings was received in 16 days. At this rate, receiving the full winnings in 3-6 months is exceedingly lengthy.
- All winnings were converted to $ for your convenience.
- I lost money in Yggdrasill, and they are not paying out the winnings from NoLimit when I'm at -25000RUB (280$) in Yggdrasill. I hope this complaint prevents scoobybet.com casino from coming up with another reason to withhold my winnings.
Game Replays
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Screenshot Descriptions:
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Casino Admin Panel In this screenshot, the registration date of 30.11.2023 is visible. The deposited amount is 27,600 RUB (300$). It's noticeable that I won in the NoLimit provider. The casino time is in UTC. I lost 25,000 RUB (280$) in Yggdrasill, along with other account information.
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Softgaming Email Screenshot Here, they request my gaming activity history for 30.11.2023 from 00:00 to 23:59 UTC. The casino responds, stating that I wasn't registered here. However, my registration date was on 30.11.2023 at 21:01, and the deposit was made on 30.11.2023 at 21:03. There's also a screenshot of the time provided here.
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Withdrawal Screenshot Initially, they deducted my winnings, but later returned them.
P/S: I registered, funded my account, played with varying success, and for the first time in so many years, I hit a good win at the casino. It's been over 16 days, and I've received only small amounts. I fear the casino will continue to delay payments in increments of 500-1000$. I want to receive the entire amount.
P/SS: The casino is actively delaying and dragging out payments. I request assistance in withdrawing the winnings. Thank you very much!