Scatters Casino - Výběr hráče byl zpožděn.

Hi,

I have been playing on Scatters for quite a while (February 2020) and never had any issues with deposits/withdrawals since I got verified, withdrawals always been paid within 48 hours.

Now when I won a bigger amount they delay payment as much as they can without giving me any specific reason. They tell me everything is in order with my account verification etc.

They even paid out some smaller withdrawals that were made after these withdrawals on 14 605 EUR. For some reason they did not even send me an confirmation these withdrawals, money just showed up on my bank account without a word from Scatters.

Yesterday I was told by live chat that payment would be processed during they day (they told me on several occasions that they would contact payment team to speed up process) today when I speak with live chat there is some additional checks that needs to be made all of a sudden. I would be happy to help Scatter in anyway I can to get these withdrawals processed but they give me no info what is causing this delay what so ever.

I'm feeling like they delay these payments so that I will cancel withdrawals and lose the money.

Please give me your opinion on this Casino Guro.

Dear Simon,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Do I understand it correctly that you have requested these two withdrawals on 1st and 2nd of October? Have you accumulated these winnings with or without active bonus?

It’s quite usual for withdrawals to take a couple of days or even weeks to get fully processed. This means that it may take some time before your money appears in your account. That’s why we advise players to be patient and wait at least 14 days after requesting their withdrawals before they submit a complaint. Knowing that you have completed KYC verification successfully and had your withdrawal approved, I truly believe it’s only a matter of time before you’ll receive your delayed withdrawal. Looking forward to hearing from you. Thank you in advance.

Best regards,

Petronela

Hi Petronela,

One withdrawal requested 2nd of October and one which I cancelled and sent again for withdrawal process yesterday 5th of October, these withdrawals have NOT been approved by Scatters.

Winning is without bonus, raw cash.

I can understand that it may sometimes take longer then 48hours, however in this case they did paid out ''small'' withdrawals that were sent for approval 3rd of Oktober and ignored these ''big'' withdrawals that were made 1st and 2nd of Oktober.

I asked the reason for this which they completely ignored and are just referring to that payment team has a lot of work and these other transactions needs to go thru ''standard security checks''?

Again I would not have filed a complaint if I knew scatters did not yet have time to review my account, however this is not the case and they just ignored these withdrawals and trying to stall it as much as they can I believe.

I would really appreciate if Scatters could address why these withdrawals from 1st and 2nd of Oktober is being ignored without any kind of information.

Thanks for your feedback Petronela!

Best regards,

Simon

Thank you very much, Simon, for providing all the necessary information. I will now transfer your complaint to my colleague Viliam who will be at your assistance. I wish you best of luck and hope to see your problem being resolved to your satisfaction in the near future.

Hello Simon,

I looked at your complaint and will do my best to help you. I would like to invite Scatters Casino into this conversation. Can you please specify what is the problem with player’s withdrawals?

Hi,

I just received information from Scatters that my Withdrawals has been approved. They informed me that I had breached bonus terms by placing higher bets then allowed, however I was not aware that I had any bonus active on my account as I made several raw deposits that day without using any promo code.

Their management looked at the case and approved the withdrawals even though I had mistakenly breached their terms.

I wish I was informed that reason for this delay was due to investigating breach of terms and that a transparent dialog about this could have taken place instead of leaving me in the dark.

All in all I'm very grateful that Scatters management approved these withdrawals. Thank you Scatters!

To Casino Guru, I'm sorry that I wasted your time!

Best regards,

Simon

Dear Simon,

can I consider this case as resolved?

Hi Simon,

Just following up and we're glad to see the case is closed and you received your money. Thanks for the feedback. We always aim to pay out as fast as possible and in this case an investigation was in the way.

If you have any questions don't hesitate to reach out.

/Team Scatters

Dear Viliam,

Yes, this case has been resolved.

Best regards,

Simon

Dear Simon,

Thank you for using the Casino Guru complaint resolution center. We are glad to hear that your issue got resolved. We will now mark it as 'resolved' in our system. Please, do not hesitate to contact us in the future, if you run into any issues with this or any other casino. We are here to help, but I hope you won’t come across a problem like this again.

Best regards,

Viliam