Scatterhall Casino - Player's cashout seems delayed.

Hallo liebes Casino Guru Team!

Habe bei Scatterhall mit Bonus knapp 4000€ gewonnen- wobei mir 2500€ übrig bleiben, da deren Bonusbedingungen ja 50x Deposit sind. Damit hab ich auch kein Problem, da ich davon wusste.

Nun steht meine Auszahlung seit 6.3. auf "pending"- und ja ich bin verifiziert. Im chat wird man nur vertröstet. Da das max Cashout auch 500€ sind habe ich die Befürchtung, dass die ganze Auszahlung von 2500€ ewig dauern könnte...Hoffe ihr könnt mir weiterhelfen

Dear Chasiti,

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 the 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, please, let us know and we will intervene and try to help you.

Thank you in advance for your patience and understanding.

Best regards,

Tomas

Dear Chasiti,

We would like to apologise for the inconvenience caused by the ongoing issue with NodaPay. It has turned out to be a bigger problem than initially anticipated. However, we want to assure you that our team is working hard to resolve all outstanding and missing payouts, and we expect to have all issues resolved by the end of this week.

We understand that this delay may have caused frustration and inconvenience to you, and for that, we offer our sincere apologies. To show our appreciation for your patience during this time, we are working on a small gesture that will be added to your accounts next week. You will receive an email about this shortly.

We want to emphasise that all cashouts will be processed, and we are doing everything we can to ensure that this happens as soon as possible. Once again, we apologise for the inconvenience caused and appreciate your understanding.

Thank you for your continued support.

Best regards,

Scatterhall

Hei 🙂

Meine erste Auszahlung von 500€ sind seit dem 6.3. ausstehend. Habe jetzt auch erstmal mit meiner Antwort auf die Beschwerde gewartet, um zu sehen, ob sich in der zwischenzeit was tut. Habe das Geld noch immer nicht erhalten- obwohl mir bestätigt wurde, dass die Auszahlung akzeptiert und bereits überwiesen wurde. In der History hat sich zuerst der status- nodapay- open- zu noday- ok und dann zu nodapay- transit geändert- jetzt steht eurobanking- ok. was auch immer das bedeuten mag. Als ich die Zahlungsbestätigung per mail bekommen habe, habe ich auch gleich eine 2. auszahlung beantragt (sind ja noch 2000€ offen- 2500€ insgesamt) - nur leider dauert dies auch bereits 5 Tage und wurde noch nicht einmal bestätigt. Normalerweise hieß es- es würde bis zu 24 stunden dauern, bis zahlungen zumindest einmal bestätigt werden. Der Live chat ist auch überhaupt keine hilfe- hatte auch auf spinpirate ein anliegen, wo mir selbst nach einigen malen nachfragen nicht geholfen werden konnte\wollte. Es isf sehr frustrierend SO lange auf eine Auszahlung zu warten- vorallem wenn man noch einiges mehr an Guthaben übrig hat. Wenn eine einzige Auszahlung schon ein paar Wochen braucht, wie lange wird dieser Prozess dann dauern, bis alle 5 Auszahlungen durch sind?

War wirklich sehr angetan von Scatterhall und deren Schwestercasino und wäre auch gerne weiterhin Kunde geblieben, aber meine Geduld schwindet und ich habe Angst, dass sich das ganze nicht klären lässt. Hoffe, dass mir (und allen anderen Spielern natürlich auch) geholfen wird und sich die das Problem lösen lässt.

Was ich vergessen habe zu ergänzen- ich bin vollständig verifiziert.

Dear Chasiti,

We would like to inform you that the final stages of testing have started this morning, and all payments and processing will resume on Monday, March 27th. We understand that this has been a frustrating experience for everyone, and we apologise for the inconvenience caused.

As mentioned previously, you should all soon find a goody in your player accounts as a token of our appreciation for your patience and understanding. We hope that this gesture will help make up for the disruption caused by the recent issues.

Again, we apologise for the entire mess and assure you that we are doing everything we can to resolve the situation as quickly as possible. Thank you for your cooperation and continued support.

Best regards,

Scatterhall

Thanks for the update to both parties.

Dear Chasiti,

I am optimistic it's only a matter of time before you'll receive your cashouts.

I will now transfer your complaint to my colleague Peter (peter.c@casino.guru) who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.  

Dear Chasiti,

We would like to take this opportunity to express our sincere appreciation for your patience and understanding during the recent delay in processing payments. We understand that this has been a frustrating time for you, and we want to assure you that we have been working tirelessly to resolve the issue as quickly as possible.

We would like to apologise for any inconvenience this may have caused you and for any stress or worry that it may have caused. Unfortunately, we have been experiencing a larger issue with one of our payment portals, which has impacted our ability to process payments as efficiently as we would like.

However, we are pleased to announce that payments are now moving again, and we will be processing cashouts for our players today. We know that this news will come as a relief to you, and we are working hard to ensure that this delay does not happen again in the future..

As a token of our appreciation for your understanding, we would like to let you know that each player will find a small goodie in their account in the coming days. We hope that this gesture will help to make up for any inconvenience caused and that you will be able to enjoy your time playing on our platform.

Once again, we apologise for any inconvenience caused by the delay in processing payments. We wish you the best of luck with the goodie you will receive soon and look forward to continuing to provide you with the best possible gaming experience.

Thank you for your continued support and understanding.

Sincerely,

Scatterhall / Spinpirate

Hello there,

Thank you both Chasiti and Scatterhall Casino for providing us with all the information. I hope we'll be able to resolve this issue together. Please update us on any developments of this case.

Thank you!

Danke auch 🙂

ist halt alles mittlerweile einfach nervenraubend.

Die Auszahlung vom 16.3. wurde auch noch nicht einmal bestätigt. Laut Chat dauert es 24 stunden, bis eine Auszahlung in die Auszahlungsphase gelangt.

Hoffe wirklich, dass Scatterhall ihr Wort hält 🙂

Seit 16.3. ist meine Auszahlung auf pending. Chat sagt- es dauert maximal 24 stunden bis eine Auszahlung genehmigt wird... Dachte sie hätten das Problem mit dem Zahlungssystem gefixt. sehr frustrierend alles mittlerweile

Dear players,

We hope this message finds you well. We regret to inform you that it has come to our attention that payments are still being stuck at NodaPay. We were only made aware of this issue Thursday Late afternoon and have been trying to contact NodaPay to resolve it. Unfortunately, we have not been able to get through to them so far.

In the meantime, we want to let you know that Live Chat will be booking the goodies onto player accounts from today onward (one goodie per account waiting). If you have been affected by this issue and are still awaiting your goodie, please get in touch with Live Chat about it.

We understand how frustrating this situation can be, and we appreciate your patience and understanding as we work to resolve this issue. Thank you for your continued support, and we will keep you updated on the progress of this matter.

Best regards,

Scatterhall / Spinpirate

We appreciate the updates and acknowledge that resolving the payment provider issue may pose a challenge for the casino. However, it is our stance that players should not have to wait for over a month to receive their winnings. As a result, we will grant the casino one more week to rectify the situation. If we do not receive confirmation from players that they have received their funds by Tuesday next week (11th of April), all ongoing complaints will be marked as unresolved. The casino will have the opportunity to reopen these cases once the issue has been resolved. We hope that the one-week deadline will be sufficient for all withdrawals to be processed successfully. We kindly request that players inform us if they receive their funds by Tuesday. Thank you for your patience and cooperation. 

Disappointingly, it appears that the issue of delayed payments has not been resolved. Despite acknowledging that the casino may not be entirely to blame, we have received reports from several players indicating that the payment provider is unaware of the problem. Furthermore, we have not received any updates from the casino on this matter. As a result, we have decided to close all outstanding complaints as unresolved.

We understand that this decision may be unsatisfactory for players who are awaiting their winnings, but we hope that it will prompt the casino to take action. We hope that the decrease in the casino's rating, as a result of these unresolved cases, will serve as a motivation for them to make the necessary changes. The casino may request that the complaint be reopened in the future if the withdrawal process is fixed. In the meantime, we urge the casino to inform its players about the withdrawal issue and to work diligently to find alternative payment methods for its customers.