HomeComplaintsScatterhall Casino - Player’s withdrawal has been delayed.

Scatterhall Casino - Player’s withdrawal has been delayed.

Black points: 127

Amount: €471

Scatterhall Casino
Safety Index:Very low
Submitted: 28 Apr 2023 | Unresolved : 15 May 2023
Unresolved Our verdict

No reaction policy, passive regulator

UNRESOLVED

Case summary

1 year ago

The player from Germany has requested a withdrawal more than three weeks prior to submitting this complaint. Unfortunately, winnings haven’t been received yet. Casino has given no response to this complaint.

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1 year ago
Translation

Hello, because unfortunately I can't get any further in this casino in the chat or by mail because there is no answer and if you write in the chat you get saved answers.

I applied for a payout of 471 euros on April 5th, 2023. Verification has already been completed. But unfortunately the payout does not take place

Automatic translation:
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1 year ago

Dear Mellenico80, 

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 petronela.k@casino.guru? Thank you for your cooperation and prompt response. 

Best regards, 

Petronela

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1 year ago
Translation

I emailed them the screenshot

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1 year ago

Thank you very much, Mellenico80, for providing all the necessary information. I will now transfer your complaint to my colleague Pavel (pavel.k@casino.guru) who will be at your assistance. However, I would like to warn you that it seems to be a common practice of Scatterhall Casino to ignore us completely in our attempts to mediate any kind of issue. Regardless of many unresolved complaints, we keep on trying.

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1 year ago

Hello, Mellenico80!

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
Translation

Thank you very much. To date I have not received any reply to my emails from the finance department

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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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