HomeComplaintsScatterhall Casino - Player’s withdrawal has been delayed.

Scatterhall Casino - Player’s withdrawal has been delayed.

Black points: 66

Amount: €500

Scatterhall Casino
Safety Index:Very low
Submitted: 24 Apr 2023 | Unresolved : 16 May 2023
Unresolved Our verdict

No reaction policy, passive regulator

UNRESOLVED

Case summary

1 year ago

The player from Greece requested more than two weeks prior to submitting this complaint. Unfortunately, the winnings haven’t been received yet. Casino has given no response to this complaint.

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1 year ago
Translation

Good evening I had made a deposit at Scatterhall casino after I got the first deposit bonus I completed all the turnover conditions and completed the bonus, then I requested a withdrawal of 500 euros all the money I had in my account from 01/04/23 that I made the withdrawal until today 24/ 04/23 I haven't received any response either via email or any notification in the casino website..I would like to ask will we get the money at some point or not..I understand that they may have a problem with payments or whatever at least at some point they will accept our withdrawals or we will lose our money. Thanks

Automatic translation:
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1 year ago

Dear mixalhsg13, 

Thank you for submitting your complaint. I'm sorry to hear about the issue you're facing with your withdrawal, and I understand your concern. However, I want to emphasize that we have received many complaints about delayed withdrawals from this particular gambling establishment. Despite our efforts to negotiate and resolve these issues, the casino has chosen to adopt a "No Reaction Policy" towards all complaints. 


As a caution to potential players, we have included two warnings in our review for this casino, alerting them to the fact that withdrawals are not being processed promptly: 

Players complain about extremely long withdrawal times 
We have received or seen numerous complaints from players whose withdrawals have been taking an unreasonable amount of time 
Delayed withdrawals 
The casino is facing technical difficulties with its withdrawal process, which has resulted in payment delays since March 2023. Although the issue appears to be related to the payment provider, we advise players to be aware of the situation. 

I can understand how frustrating it must be to wait for your money without any feedback on when you will receive it. I genuinely hope that your winnings will be sent to you eventually. Could you please email a screenshot of your withdrawal request to tomas@casino.guru? Alternatively, you can share it in the complaint thread. Looking forward to hearing from you.

Best regards, 

Tomas

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1 year ago
Translation

I have sent you a screenshot to your email

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1 year ago

Thank you very much, mixalhsg13, for providing the necessary information. I will now transfer your complaint to my colleague Pavel (pavel.k@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.  

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1 year ago

Hello, mixalhsg13!

Thank you for your patience. Now I will be taking care of your complaint and I hope that together we will resolve the problem.

I would like to invite the casino to give them a chance to explain their side of the situation.

Thank you!

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1 year ago

We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.

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1 year ago

I have tried to contact the casino repeatedly but had no success. I’m afraid there is not much that can be achieved without cooperation from its side. I will close the complaint as "unresolved" which will decrease the casino rating. I understand this isn't a satisfactory solution to your issue. However, the change in the rating caused by unresolved complaints might help to change the casino's approach. If the casino decides to react, we will reopen the complaint, and you will be notified by email.

We are unable to verify if the casino operates with a license. According to the data on the website, it seems the Scatterhall Casino did have an Antillephone License in the past, but it's possible they do not have it anymore. Still, you may try and contact the Antillephone Gaming Authority at certria@gaminglicences.com or complaints@gaminglicences.com.

Please let me know if you need help with anything regarding the case or if casino will try to contact you (pavel.k@casino.guru). I am sorry I could not be of more help.

 

Best regards,

Pavel K

Casino Guru Team

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