What SCORAS is saying about withdrawals being processed within approximately 5 minutes is simply not true in my case.
I requested a withdrawal more than 12 hours ago and it is still pending.
Is there anyone here who can confirm receiving a larger withdrawal from SCORAS?
@tyraxx, first of all, we want to sincerely apologize for what happened here. A withdrawal taking more than 12 hours is obviously not the experience we promise our players, and we completely understand why you raised the issue publicly.
We have now looked into exactly what happened with your withdrawal.
Based on our investigation, you were the only user affected by this particular issue. We were able to process the other withdrawals normally. If anybody else in this thread experienced the same issue during this period, they are of course welcome to post here and say so. We have absolutely no reason to hide it.
What happened in your case was extremely unfortunate timing.
At almost exactly the same time that you requested your withdrawal, we were transitioning and updating part of our withdrawal processing system. Your request was caught during that transition and ended up sitting in a backlog instead of continuing through the normal processing flow.
That's why your experience was completely different from the withdrawal times we normally see.
We also want to be clear about something: we're not going to pretend that a 12+ hour withdrawal is acceptable just because there was a technical explanation for it. It isn't. We gave an estimated processing timeframe, and in your particular case we failed to meet it by a very large margin.
For that, we genuinely apologize.
The important thing is that the issue was identified, the backlog was handled, and everything has now been processed.
Regarding your question about larger withdrawals and the comments about our liquidity, we also want to address that directly.
Your delay had absolutely nothing to do with the size of your withdrawal or SCORAS's ability to pay it. The withdrawal wasn't sitting there because we needed to find liquidity or because the amount was too large. It was simply caught in the processing backlog during the system transition.
Small or large, withdrawals are treated the same way from our side. We have no intention of building a casino where players have to worry whether a withdrawal will be honored simply because they won a larger amount.
In fact, one of the main reasons we were making changes to the withdrawal system in the first place was to make the process faster and more reliable going forward, not slower.
Unfortunately, while implementing that improvement, your request happened to come through at exactly the wrong moment and became the exception.
Since you also raised concerns regarding the size of the company behind SCORAS, we would like to address that directly as well.
SCORAS is not operated by one or two people behind a website. We have built a complete operational structure around our casino and sportsbook.
Our organization includes a CEO, COO, CFO, CTO and CMO, as well as a full customer support team, compliance operations, AML functions, a dedicated technology team and a full marketing team.
There are multiple departments and people working behind SCORAS every day, covering operations, finance, payments, player support, compliance, AML, technology, marketing, partnerships and the continued development of the platform.
We completely understand that because SCORAS is still a relatively new brand, much of this structure may not yet be visible publicly. However, being a new casino brand should not be confused with being a small operation.
We are investing heavily in building SCORAS for the long term.
We have already opened signature campaigns here on BitcoinTalk, and we are making significant investments in streamers, affiliates and other marketing channels. Anyone following our activity here can already see that we are actively investing in establishing the SCORAS brand rather than simply launching a website and waiting for players to arrive.
In a very short period of time, we have already grown our database to more than 1,000 registered players. For a newly launched casino and sportsbook, we believe reaching that level of registrations so quickly demonstrates the amount of work, marketing and infrastructure being put behind SCORAS.
At the same time, we continue investing in our payment infrastructure, withdrawal systems, technology, customer support, compliance and overall player experience to make sure the operation can support that growth.
We are also investing significantly in streamer partnerships. These campaigns are not inexpensive, but we see them as an important part of establishing SCORAS and introducing the brand to larger audiences.
The same applies to our BitcoinTalk presence. We are investing in signature campaigns and actively participating in this community because we intend to establish a long-term reputation here.
Most importantly, none of this changes the fact that your withdrawal should not have taken 12+ hours.
We can have a full team, more than 1,000 registered players and substantial marketing investments, but when an individual player experiences a problem, we still have a responsibility to address it.
That's exactly what we're doing here.
Because you were directly affected by this issue, we also don't think an apology alone is enough. Tomorrow morning, we will credit a free gift directly to your SCORAS account as compensation for the inconvenience and excessive waiting time.
We know that as a new brand, trust is not something we can simply ask people to give us. It has to be earned through our actions: paying withdrawals, supporting our players, addressing problems openly when they occur, continuing to improve the platform and keeping our commitments.
We appreciate that despite your concerns, you specifically stated that you were not accusing SCORAS of being a scam. Your questions are fair, particularly after experiencing an unusually long withdrawal delay.
We would much rather answer those questions publicly and transparently than avoid them.
Again, we sincerely apologize for the delay and appreciate your patience. We hope that your future experience with SCORAS will demonstrate that what happened with this withdrawal was an exception and not the standard our players should expect from us.
