The player from Saxony-Anhalt has requested a withdrawal less than two weeks prior to submitting this complaint. The payment hasn’t been processed yet. The player later confirmed that the withdrawal was processed successfully, therefore we marked this complaint as resolved.
Scatterhall Casino - Player claims that payment has been delayed.
Amount: €500
Scatterhall Casino
Safety Index:Very lowSafety Index
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1.0
Scatterhall Casino has a Safety Index of 1, which means some of the considered factors point to a very low level of safety. Explore this casino’s Safety Index
Resolved
Our verdict
Case closed
RESOLVED
Case summary
1 year ago
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1 year ago
Translation
Hello, unfortunately my first payout of 500 euros has not yet been paid out. The conditions say 1-2 days but now it's already 6.
I have already written several times and it said my money will be in my account the next day, unfortunately it was not the case. Today I wrote again and it was said that the finance department would send me an email...nothing to date. Verification was accepted after a day so it can't be that.
With friendly greetings
Boenicke
Automatic translation:
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1 year ago
Dear Mellenico80,
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
Dear Mellenico80
I am writing to inform you that the payment of €500 has been sent on February 24th. We apologise for the delay in payment due to some system issues that we experienced over the past couple of weeks.
Also I would like to sincerely apologise for the late reply to your message. I understand that timely communication is important, and I regret any inconvenience that my delay may have caused.
We understand the importance of timely payment and we assure you that we are taking all necessary steps to prevent such delays from happening in the future. We value your business and appreciate your patience and understanding during this time.
Please let us know if you have any further questions or concerns.
Best regards,
Scatterhall
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1 year ago
Dear Mellenico80,
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
