Scatterhall Casino - general discussion (page 18)

May I ask you what exactly you want to achieve with it? no offense meant, just follow your posts and ask me that

Yes, I don't understand either, you can finally let it be!

Hi, I'm not the complaints specialist, but your cases seems to be very clear to me. We didn't penalize the casino since you didn't mention the gambling addiction or generally problems with gambling when you asked for the account closure.

I'm aware it may sound like a small detail, but that's something that really matters in the online gambling business. I worked in a casino on my own and many people (long-term customers) asked us to close their accounts simply because I refused to give them a bonus. Then they regretted the decision on the next day, because they wanted to play again and they knew our casino is great.

I agree that it would be better if you couldn't reopen your account straight away. Some players even use the self-exclusion as a protection against losing their winnings. They sometimes request the withdrawal and self-exclude themselves until they receive the payment. Some cool-off period would be nice to have, but it's rather a feature that improves the player's quality of life then something that the casino must have.

Contrary to this, I agree that everyone should stick to their terms and conditions and it really looks like they state:

7.5.3 A self-exclusion implemented by means of this clause will only be removed at your request with a 7-day cooling-off period or after the specified duration of the self-exclusion period.

Since there was a weekend on 11th and 12th, I'm not surprised the second payment hasn't reached your account, but when it comes to the first one, it's a bit longer, but I know that even when you process the international payment immediately, it can take up to 5 business days.

Yes, it can be, but the last time it was always on the same day or the next day at the latest, I'm just surprised

At masa341 it's already 10 days, which is very unusual!

Hello,

what I found as the most crucial part of the complaint - is this:

"I am sorry, but I don't see any message in which you clearly stated that you want to close your account due to gambling addiction. If you saved such a message, please forward it to me in a separate email. Thank you."

Additionally:

"Please note that stating a gambling problem as a reason for account closure is a basic requirement for us to proceed with a complaint like this and request a refund. Many players use an option to close their accounts just to take a break from playing, but that doesn't mean that gambling is a serious problem for them. Since you didn't clearly state you have a gambling problem, the casino was allowed to reopen your account and I am afraid that there is not much more we can do in this situation.

Since your account has been closed without an option to reopen it in the meantime, I am afraid that in this case, we are not able to proceed further with your complaint and ask the casino for a refund of your deposits. We would really like to help, but it is impossible for us this time."

Hello there.

Just a kind note: use the reply button instead of using @ - it does not tag profiles here.

Thank you 🙂

If you feel it takes far too long, try to reply to the representative. It seems to be the best option at the moment, I mean here on the forum.

What do I want to achieve? As you can see, the fact that the casino complies with their terms and conditions also affects a large number of players who do not receive their payments in the specified periods and only faster (very slowly) if they enter their username. I don't understand how anyone can be so gullible. Players who know neither Casinoguru nor Askgambler will certainly not receive their money because it is not made public.

If you agree here, why is nothing being done? Negative points for the casino or requesting the funds that Scatterhall should not have received during this period. It was simply ruled in the casino's favor with no repercussions. With 7.2 rating but the player protection and even more is a laughing stock.

@ scatterhall 2 payments went out a week ago and are not yet in my account, are there problems with the payment provider again?

but then you shouldn't state that you can pay out 500 euros every day

Could you please check the status of my withdrawal? My username is Mayk

Unfortunately, it seems to be taking a little longer at the moment - I still have payments to make...

hopefully you can get that under control again - it would be such a shame about this casino

It was working so well just a short while ago. Something like that leaves a very negative impression.

Hello scatter, the payment has not yet arrived, could you please tell me what is happening and if they really paid me the money, they told me that today I would be accredited and I have not received anything and it is still pending, I am beginning to despair

Yes, exactly as you say, the last 3 weeks have been great - now my payment hasn't been processed since Thursday and I still have 4 payments ahead of me....

Hi, Yasin. I have closed several casino accounts due to reasons not related with a gambling problem/addiction, sometimes it's because I found something unfair about each casino or I deemed the whole experience as mediocre, so the natural consequence is requesting an account closure. There is something to have in mind: if you approach support and order a PERMANENT account closure, the casino will likely ask you why you are taking such decision and if you mention the reason to request a permanent closure is a gambling problem, the casino MUST try it's best to ignore all sort of requests to reopen said account and BAN you from its sister casinos if possible, but if you close permanently an account for other reasons besides addiction, then the casinos can consider reopening your account if you ask for it. Briefing: if you didn't explicitly tell them you have a gambling problem, then they can reopen your account if you ask for it and reject refund requests, that's why you must always make sure to mention the reason for the closure, specially if it's addiction related. If casinos reopens accounts knowing the users are addicts, said casinos deserves to be labeled as predators.

Hello dear community, the payouts take forever here. Sometimes the money only came to my account 10 days after the alleged processing. Amounts higher will take 5+ days to process. The casino blames it on alleged system problems or too many payouts.... so I have a bad feeling about my payouts.. about €2000 are in the room.