1ACasino - Player’s withdrawal has been delayed.

Hello.

I made my Withrawel 25/9-2020 of 2702$. (Won on monopoly live 2632x) on the casino "Scatters"

They wanted me to verificate my account but it’s been almost 2 weeks since my withrawel and about 1 week since i sended my last e-mail including the last document they asked for.

I understand they have to verificate, but waiting so long is not OK. Also, i really need the money because I almost have no food left untill next salary. I think its a problematic thing having very, (very) long proccesses. I think this is because they want the players to play up the winning. The casino chat answers me, but they cant do anything. They dont answer on e-mail where the ones in charge is.

Please help me. (19***)

Best Wishes, Joakim ***. (Sweden)

Dear Joakim,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem.

Firstly, could you please advise which casino is this complaint related to? It’s been filed under 1A Casino, but you mentioned Scatters Casino in the text.

Secondly, please understand that KYC account verification is a very important and essential process, during which casino makes sure that the money is sent to the rightful owner. None of the licensed casinos takes KYC lightly and it might take few working days completing this thorough procedure. If all the data is correct, there should be no reason for the casino to delay your withdrawal.

Lastly, it’s quite usual for a withdrawal, 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 especially if it’s your first withdrawal or you’re withdrawing a bigger amount of money. That’s why we advise players to be patient and wait at least 14 days after requesting their withdrawals before they submit a complaint.

Please let us know if this advice was helpful or we need to intervene. Looking forward to hearing from you.

Best regards,

Petronela

We have received a confirmation from the player that the issue has been settled.

As the complaint has been successfully resolved, we will now close it as ‘resolved’ in our system. Thank you very much, Joakim, for your confirmation and please don’t hesitate to contact us if you run into any issues with this or any other casino in the future. We are here to help.

Best regards,

Petronela

Casino.Guru