The player from Lower Saxony has requested a withdrawal less than two weeks prior to submitting this complaint. Their money hasn’t been received yet. The player later confirmed that the withdrawal was processed successfully, therefore we marked this complaint as resolved.
Scatterhall Casino - Player believes that their withdrawal has been delayed.
Amount: €180
Scatterhall Casino
Safety Index:Very lowSafety Index
Casinos with a Very low Safety Index usually have many relevant complaints from players or other relevant issues. In general, we don't recommend playing at casinos with a Very low Safety Index.
Resolved
Our verdict
Case closed
RESOLVED
Case summary
1 year ago
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1 year ago
Translation
Dear Casino Guru Team,
I am aware that a complaint should only be submitted after 14 days, but my case is a little different.
The casino has already processed and transferred my payment (according to support).
However, the money is not in my bank account. I am afraid that the status of my transfer was simply set to "Processed" but the money was not transferred correctly.
A bank transfer only takes one day for me.
I asked support, I was told for the second time that it would be forwarded to the finance department. Unfortunately the support cannot give me any information.
I hope you can help me.
I saved chat histories with support as proof.
Automatic translation:
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1 year ago
Dear Tobias137,
Thank you very much for submitting your complaint. We are sorry to hear about the issue with your withdrawal and understand your concern. However, please bear in mind that 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. This delay may be caused by unfinished KYC verification or a high volume of withdrawal requests.
That’s why we advise players to be patient, cooperate fully with casino, and wait at least 14 days after requesting their withdrawals before submitting a complaint.
If your account has been successfully verified, your game history checked, your withdrawal approved by the casino, and you still haven't received your winnings by 14 days since requesting the withdrawal, we will intervene and do our best to help you.
Thank you in advance for your patience and understanding.
Best regards,
Complaints Resolution Center
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1 year ago
Translation
I received the money today.
However, I have a very bad feeling about this casino.
A completed and processed transfer takes less than 5 days.
I think the casino is not entirely honest about the timing of the transfer.
Automatic translation:
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1 year ago
Dear Tobias137,
I can see your withdrawal on Friday Feb 10th after 12pm meaning our system then processes this payment which takes about 24h, as this is a weekend. Once Processing is done your payment is sent to our finance system where it would then send out the payment within 24h, keeping in mind a Bank Transfer can take anywhere from 1-5 Business days.
Please feel free to PM me at any time you have any questions.
Sencietly,
Scatterhall
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1 year ago
Dear Tobias137,
I'm glad to hear that your issue has been resolved successfully. I will now mark the complaint as 'resolved' in our system.
Thank you for your cooperation, and please do not hesitate to contact our Complaint Resolution Center if you run into any issues with this or any other casino in the future. We are here to help.
Best regards,
Kristina
Casino.Guru
