Scatterhall Casino - Player's experiencing difficulties cashing out his winnings.

Hallo ,

Am 08.03.2023 habe ich eine Auszahlung von 500 € in Auftrag gegeben , und habe bis Heute 16.03.2023 keine Antwort bekommen noch habe ich eine Bestätigung bekommen. Ich weiß nicht weiter da ich auch erst jetzt gesehen habe das sie eine Lizenzierung haben die ich nicht kenne.

Dear jason219mette,

Thank you very much for submitting your complaint. We are sorry to hear about the issue with your payout and understand your concern. However, please bear in mind that it’s quite usual for payouts 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 payout requests.

That’s why we advise players to be patient, cooperate fully with the casino, and wait at least 14 days after requesting their payouts before submitting a complaint.

If your account has been successfully verified, your game history checked, your payout approved by the casino, and you still haven't received your winnings by 14 days since requesting the payout, 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 jason219mette,

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

Thanks to the Scatterhall Casino representative for the update.

Dear jason219mette,

We will keep this complaint open until you confirm your withdrawal has been successful. Please keep me informed about any further developments.

Dear jason219mette,

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

Dear jason219mette,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

Hallo , die ersten 500€ wurden ausgezahlt und sind auf meinem Konto. Nach 6 Werktagen wurden die 2ten 500€ laut Casino , 3 Werktage später ist noch nichts auf dem Konto.

Mfg

Jason Mette

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. 

Dear jason219mette,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

Unfortunately, the player has not responded to our messages and questions. Consequently, we are unable to investigate further and have no choice but to reject this complaint.

The player can reopen this complaint at any time.