Scatterhall Casino - Player’s deposit has never been credited to her casino account.

Hallo ich habe am 4.1.23 dort eine Einzahlung gemacht Sofortbanking die 100 Euro sind meinem Bankkonto abgebucht worden aber nicht auf meinem Spielerkonto gegangen.

Seit Tagen Chatte ich mit Scatterhall aber werde nur Vertröstet.

Dear hanslotti12,

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

I would like to warn you, that if your deposit has never been credited to your casino account, the only thing you can do is contact your payment provider / bank. They need to investigate, but bear in mind, that it’s a lengthy process which takes approximately one month. In these cases, the casino has its hands tied. Meanwhile, I would strongly recommend not to deposit any more funds until the issue is sorted.

If the money got lost during the transaction, it’s going to take some time before it’ll be credited to your casino account.

Could you please advise if it was your first deposit in this casino? Please forward your payment receipt to petronela.k@casino.guru.

I hope we will be able to help you to resolve this issue. Thank you in advance for your reply.

Best regards,

Petronela 

Hallo ich habe dort verschiedene Zahlungsoptionen ausprobiert aber nie ist das Geld auch abgebucht worden erst jetzt das erste mal

I fully understand your frustration, hanslotti12. As I mentioned earlier, it may take some time for the funds to be located and refunded back to your bank account or credited to your casino account. Therefore, I will set the timer for additional 25 days allowing to casino one full month to investigate, as it is not entirely in their hands, and if there’s no development by then, we will intervene. Let’s stay positive and wait for the good news regarding your deposited funds. Thank you in advance for your patience and understanding.

Okay ich warte dann ab Dankeschön

Thank you for your patience and understanding.

Hallo ich habe mit Scatterhall gechattet die behaupten ich hätte das Geld unter Vorbehalt bekommen aber das ist nie passiert sonst hätte ich ja gespielt aber habe nie das Geld auf dem SpielerKonto gehabt hist nochmal die Einzahlung das das Geld von meinem Bankverbindung gebucht worden ist

Wie kann ich hier die abgebuchte Einzahlung senden?

Hab das auf Screenshots

Ich habe die Einzahlung von meinem petr******es@web.de gesendet

Please bear with me for another 16 days as I mentioned earlier. Thank you very much.

Was soll ich hier antworten?

Hier wird einem sowieso nicht geholfen danke für nichts

Thank you very much, hanslotti12, for your reply. As I mentioned at the beginning, we always allow one month for the investigation of any lost deposits. Since there have not been any developments since the 4th of January I will now transfer your complaint to my colleague Adam (adam.m@casino.guru) who will be at your assistance. I wish you best of luck and hope to see your problem being resolved to your satisfaction in the near future.  

Hello hanslotti12,

I have reviewed your case and will contact the casino to see if I can help.

We would like to invite Scatterhall Casino to join the conversation and participate in the resolution of this complaint.

Dear Scatterhall Casino,

Can you please provide further information regarding the player's deposit?

Kind regards,

Adam

Hello hanslotti12,

I fully researched your Account and we do not have this €100  Payment from 04.01.2023, I understand that our Customer Service team have given you €100 to your account already on the 15.01.2023 or just a bit before that. At this Moment in time should the money not have been credited to your Bank account I would need you to contact your bank with the Ref number 623005476638944 asking them exactly where the money has been sent.

Unfortunately for failed payments that go back to their origin we do not have any insight. Please check with your Bank about this payment.

Kind regards,

Scatterhall

Thank you for your response, Scatterhall casino.

Dear hanslotti12,

Are you able to provide this reference number to your bank and ask them to try to trace the transaction?

Kind regards,

Adam

Ich habe nie bei Scatterhall gespielt sonst hätte ich doch dort 100 Euro im Account stehen gehabt

Scatterhall behauptet i h hätte am 5.2 23 100 Euro auf mein Konto bekommen?

Wo denn sie können den ganzen Spielverlauf durchsuchen ausser ein paar Freispiele ohne Einzahlung habe ich da mit kein Geld gespielt.

Meine Bank hat mir bestätigt das die 100 Euro an Scatterhall gebucht worden

Dear handlotti12,

Thank you for contacting us regarding the issue with your transfer on 04/01/2023.

In order to investigate this issue further, we kindly request that you provide us with a bank statement for the month of January, which includes the transaction in question. This will allow us to review the details of the transfer and identify any issues that may have caused the non-crediting of funds.

Please note that according to our policy, if a transfer cannot be credited, the funds would automatically be sent back to the origin account within 7-10 business days. We apologise if this has not yet happened and we will investigate this matter further once we have received the requested bank statement.

Again, we apologise for any inconvenience caused and we assure you that we will do everything we can to resolve this matter as quickly as possible. If you have any further questions or concerns, please do not hesitate to contact us.

Sincerely,

scatterhall

Dear hanslotti12,

I recommend that you supply the requested document to the casino. I appreciate it may be frustrating but the casino will need this so that they can check what has happened with this transaction. Please let us know when you have done so.

Kind regards,

Adam

Hallo anbei meine Januar Kontoauszüge

Sind die Kontoauszug hier angekommen?

Dear Hanslotti,

Thank you for bringing this matter to our attention. We have thoroughly investigated the bank statements and we have not found any records of payments made to us from your account. Additionally, we noticed that there are some missing data from your bank statements in December 2022.

We recommend that you carefully review your records and confirm that the payments were made from the correct account. If you are certain that the payments were made to us, we suggest you reach out to your bank to investigate the matter further. They may be able to provide more information regarding the missing data from your bank statements and assist you with verifying the details of the payment.

However, it is also standard practice for payment processors to return funds within 7-10 business days

Thank you for your understanding and cooperation in this matter..

Best regards,

Scatterhall

Hallo Scatterhall schreibt sie hätten mir 100 Euro am 15 1 auf mein Konto überwiesen welches Konto?

Mein Spielerkonto oder mein Bankkonto?

Habe weder das Geld auf meinem Bankkonto noch Spielerkonto je erhalten und habe jetzt auch keine Lust mehr hier .

Löschen Sie mein Scatterhall Konto unverzüglich danke

Dear hanslotti12,

Thank you for your message. I can confirm that we have credited your Casino player account with 100 euro and you also received cashback of 10 euro for your gameplay in The Dog House Megaways.

However, I'm sorry to hear that you are not satisfied with our casino and have decided to close your account. Your account is now closed. 

We take all feedback seriously and will use this as an opportunity to improve our services for all of our players.

If you have any further concerns or feedback, please don't hesitate to reach out to us. We wish you all the best in your future gaming experiences.

Best regards,

Scastterhall

Dear Hanslotti,

You have stated that you made the transaction on 4/1/2023 but the statement you have provided shows transactions starting from 5/1/2023.

Can you please clarify the situation? Which transaction was the one made to the casino?

Kind regards,

Adam

Dear Hanslotti,

I see that you have requested that the casino delete your account. Can you please confirm if you wish us to cease our investigation?

Kind regards,

Adam

Liebes Scatterhall casino wo habe ich jemals 100 Euro auf den Spielerkonto gehabt?

Sehen Sie irgendwo irgendwelche Spielverläufe ?

Wann habe ich 10 Euro Cashback bekommen?

Ich glaube sie verwechseln mich da

Mein Spelerkonto ist auf elke.walser@gmx.de angemeldet mein Benutzer ist Repehele geb 18.3.68 in Hürth.

Meine Kontoauszug sind com Januar aktuell und nicht vom 1.4 23 den haben wir noch gar nicht.

So langsam fühle ich mich hier verarscht

Dear hanslotti,

I apologise for any confusion or frustration caused. Upon reviewing your gaming account, I can see that there has been an error in the information provided to you regarding the 100 euros in your player account. I apologise for the mistake and any inconvenience it may have caused.

Regarding your question about game history, I can see that there is some game history available for your account, but I am unable to provide specific details without your consent due to data privacy regulations. If you would like to receive more information about your game history, please let me know and I will do my best to assist you.

As for the 10 euros cashback, I have reviewed your account and I can see that this was credited to your account on 28.01. However, it appears that there may have been an issue with the transaction from 04.01 that has not yet been processed. I would advise you to contact your bank to inquire about this payment.

Unfortunately, I must inform you that your account has been permanently closed. I apologise for any inconvenience this may cause. If you have any further questions or concerns, please do not hesitate to let me know.

Sincerely,

Scatterhall

Ich habe mehrmals bestätigt bekommen das meine Bank die 100 Euro abgebucht hat auf ihr Konto und da sind sie nie angekommen.

Dear hanslotti12,

There seems to be some confusion regarding what has actually happened here, so in order to bring this case to a conclusion, I would like to ask for clarification of the following details:

You stated that the amount of EUR 100 was debited from your account, which transaction was this on the statement you have provided? As far as I can see, there is only one transaction on January 5th for the same amount, is this the transaction you are referring to?

Have you spoken to your bank about the transaction? What have they said?

The casino has also stated that they will provide you with your game logs if you give them permission, please do so and provide this information to us so that we can review it.

Kind regards,

Adam

Dear hanslotti12,

We apologise for any inconvenience caused. As mentioned, the 100 euros you mentioned were never credited to your account. Our system had the pending payment for a long time, and that's why you were credited with a cashback of 10 euros. However, all payments from your account have failed, and the funds should have been returned to the source.

We would like to offer our sincere apologies for any inconvenience this may have caused you. Please note that your account has been closed, and no further transactions can be made to it.

We kindly request that Guru close this case, as the Player account is closed. We appreciate your patience and understanding, and we are always happy to assist you in any way we can.

Thank you for your time.

Best regards,

ZeusPartners

Ja sie dürfen den Fall schließen mein Geld ist weg danke Scatterhall wen sie ein gutes Casino wären hätten sie mir ein Angebot für Freispiele oder ähnliches angeboten den Cashback habe ich nie erhalten die 100 Euro sind weg alles gut soweit Casino Guru kann auch nicht mehr helfen.

Meine Geduld ist auch zuende .

Löschen Sie auch hier mein Konto Cssino Guru .

Weiss nicht wofür sie hier sind ehrlich gesagt dachte hier könnte man Hilfe finden.

Danke für nichts.

Dear hanslotti12,

I understand that you have been experiencing issues with your deposits not going through on both Spinpirate and Scatterhall. As per our live chat, I can see that you had mentioned that you had deposited through Nodapay, but the funds did not reflect in your account. We apologise for the inconvenience caused.

As advised earlier, we recommend that you speak to your bank regarding this issue. 

Although it seems that one Payment has come thru on Spinpirate and has been credited to your today the 23/02/2023

Please feel free to reach out to us if you have any further concerns or queries. We are always here to assist you in any way we can and we wish you all the best of luck in Spinpirate.

Kind regards,

Scatterhall / Spinpirate

Dear hanslotti12,

I am sorry to hear that you feel that way, but please be aware that if you are not able to supply us with information and answers to our questions there is not much that can be achieved.

It has been mentioned to you multiple times that you will need to contact your bank to try and determine what has happened to the transaction, but it does not appear that you have done so. We also would need to see the game logs as mentioned, as you contest ever playing at the casino and receiving the cashback.

If you would like us to continue to try to find a solution to this then please reply and address my previous post.

Alternatively, if you do not wish us to pursue this any further please confirm this and the complaint will be rejected.

Kind regards,

Adam

Hallo?

Wie oft habe ich bereits berichtet das ich meine Bank angeschrieben habe.

Es ist eine online Bank da gibt es telefonisch Kontakt.

Welchen Spielverlauf?

Ich hatte irgendwie mal 10 oder 20 Freispiele ohne Einzahlung aber ich habe nie Cashback oder sonstiges bekommen.

Da ich mein Geld nie sehen werde schließe sie den Fall endlich und löschen sie hier meine Daten.

Dear hanslotti12,

We asked to see the game logs as you dispute the casino's claims regarding the cashback.

However, as you have requested this case be closed we will now reject your complaint.

It can be reopened at any time. I am sorry we could not be of more help on this occasion.

Kind regards,

Adam