The player from Germany has requested a withdrawal 10 days prior to submitting this complaint. Unfortunately, winnings haven’t been received yet. Player’s complaint has been resolved successfully.
Scatterhall Casino - Player’s withdrawal has been delayed.
Amount: €2,500
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
I've been waiting for a payout of €500 since February 5th, 2023. From the support side, it is always said that this is passed on to the finance department. My account was already verified at the time of the payout.
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1 year ago
Dear nightm4,
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, please, let us know and we will intervene and try to help you.
Thank you in advance for your patience and understanding.
Best regards,
Petronela
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1 year ago
Translation
First of all, thank you for trying to help me. I received a confirmation this morning that the first withdrawal (€500) has been processed. I'll wait until the money is in my account and then I'll get back to you. I hope that the next payments will be processed faster. If not, I'll report back here.
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1 year ago
Thank you very much, nightm4, for the update. I'm happy that your first partial withdrawal was approved. Please keep me informed about any further developments.
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1 year ago
Dear nightm4,
I am writing in response to your recent complaint about a late payment due to system issues. I would like to sincerely apologise for any inconvenience this may have caused you.
I can confirm that the payment has been sent and you should receive it soon. Our team has been working tirelessly to resolve the system issues that led to the delay, and we are confident that the next payment will be processed promptly.
At our company, we take our commitment to our customers very seriously, and we understand how frustrating it can be when things don't go according to plan. We value your business and we are committed to making things right.
Once again, I apologise for any inconvenience caused by the delay, and please do not hesitate to reach out if you have any further concerns or questions.
Sincerely,
Scatterhall
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1 year ago
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If the next payouts are faster, then I can recommend scatterhall as a good casino. Also, it would be nice if you could check the status of current payouts.
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1 year ago
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The second withdrawal was approved yesterday after 50 hours. So compared to the first one, which took 10 days, a huge improvement. I will continue to make updates on the payouts.
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1 year ago
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The third payout has just been processed within the stated 48 hours and the first two payouts hit my account yesterday.
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1 year ago
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The last payout was processed today and the other payouts have already been credited to the account. The complaint can be closed. Thanks again for helping me the best you can.
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1 year ago
Dear nightm4,
We are pleased to inform you that your entire balance has been resolved and paid out in full. We apologise for any inconvenience caused by the delay due to system issues in the past couple of weeks.
We understand that waiting for your funds to be processed can be frustrating, and we want to assure you that we take our responsibility to provide timely and efficient service very seriously. We are continually working to improve our systems to ensure that such issues do not arise in the future.
We would like to thank you for choosing our casino, and we hope that you will continue to enjoy the wide range of games and services we have to offer. If you have any further questions or concerns, please do not hesitate to contact us.
Thank you again for your patience and understanding.
Best regards,
Scatterhall
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1 year ago
As the problem has been successfully resolved, we will now close the complaint as ‘resolved’ in our system. Thank you very much, nightm4, for your cooperation and confirmation, and please don’t 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,
Petronela
Casino.Guru
