The player from Lower Saxony has requested a withdrawal less than two weeks prior to submitting this complaint. Their money hasn’t been received yet. The player later confirmed that the withdrawal was processed successfully, therefore we marked this complaint as resolved.
Scatters Casino - Player believes that their withdrawal has been delayed.
Amount: €250
Scatters Casino
Safety Index:HighSafety Index
Casinos with a High Safety Index usually have a large number of visitors and a small number of unresolved complaints. Players can expect to play safely and be treated well in casinos with a High Safety Index.
Resolved
Our verdict
Case closed
RESOLVED
Case summary
2 years ago
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2 years ago
Translation
Hello, I play often and like in the casino. Haven't had any problems to date. Until I was prompted for a KYC check by a €250 payout. Said and done. ID check went straight through. The address check was a long time coming. Uploaded first internet invoice and it was rejected. Current account statement as PDF was rejected. Letter from a state office was rejected. Everything would not be allowed. So what exactly is allowed? Even chat support says the bill is acceptable but not honored. Although it is internet bill which one is allowed? I'm starting to feel like I'm being held back. Every time I ask, it gets rejected. Please help.
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2 years ago
Dear Cortez,
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, we will intervene and do our best to help you.
Thank you in advance for your patience and understanding.
Best regards,
Complaints Resolution Center
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, we will intervene and do our best to help you.
Thank you in advance for your patience and understanding.
Best regards,
Complaints Resolution Center
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2 years ago
Translation
Hello Kristina,
I don't really care about the payout.
I'm all about the KYC process.
I don't feel properly informed by the casino.
Any document I submitted was rejected?!
That can't be normal, even though it's allowed by them
documents were. That's what I care about.
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2 years ago
Translation
Hello, I got a message earlier at 12:11 from all the other casinos in the group. As well as from the casino concerned.
Hello Cortez
We are pleased to confirm that we have successfully verified your KYC documents. Thank you for your cooperation."
Until now, the Withdraw button is not there. If I press Payout, the Documents tab appears, where I should upload the documents again. Hopefully that will change in the next few hours.
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2 years ago
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Update dear Kristina.
Hi
We are pleased to announce that your withdrawal request of €250.00 has now been approved.
Depending on your payment method, the amount should be with you within 3-7 business days.
Kind regards,
Payments cashier
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2 years ago
Thank you very much for the updates, Cortez. It seems we are on the right track. I will keep this complaint opened until your confirmation regarding successful withdrawal. Please let me know as soon as you receive the payment.
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2 years ago
Translation
Hello Kristina,
the payment was received shortly after the email.
So it can be closed.
Many thanks for the help.
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2 years ago
Awesome news, Cortez. As the complaint has been successfully resolved, we will now close it as ‘resolved’ in our system. Thanks for your cooperation and don’t hesitate to contact us if you run into any issues with this or any other casino in the future. We are here to help.
