Scatters Casino - Player cannot withdraw his money.

Hello

I have a slight issue which I hope can be sorted. I requested a Withdrawal of 700 about a week ago. Request was still pending longer than normal so I cancelled it, played on and won abit more. New withdrawal request amount 1700. Received email asking for verification of identity. Sent in required documents, then received the source of income form to fill out. Have sent bank statements for last 3 months which clearly shows my source of income and where it comes from! I personally find it incredibly intrusive and to be honest no one else's business. The way I see it is they're quite happy to take deposit after deposit but when it comes to making a withdrawal, an amount which is chump change compared to what these guys rake in every day, they seem to play hardball.

Any help would be muchly appreciated

Dear Andrew,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience. I can only imagine how frustrating it might be for you, but please understand, it is a common procedure for casinos to check every detail to make sure they are sending the money to the right person. Asking for proof of income isn’t very common, but the casinos sometimes ask for it as an additional document.

Please do not hesitate to contact me if there is anything else, I could do for you regarding your complaint.

Thank you in advance.

Best regards,

Kristina 

I have submitted my source of income form and have submitted my bank statement which shows my income. There should be no other issues regarding my withdrawal. Anyone would think I was being audited by IRD.

Andrew, thank you for your quick reply. Have your documents been approved by the casino?

Hi Kristina

My ID, proof of address and my bank statement that I have submitted I assume have been accepted. I was not asked to submit any other documents relating to this. I have also sent through the source of income form with all fields filled out correctly. So now I play the waiting game to see whether or not my withdrawal will be processed.

In this case I would recommend you to wait for a few more days. I will set the timer for 7 additional days and if your withdrawal isn't processed within the next week, we will intervene. Please keep me updated and thank you very much for your patience.

Dear Andrew,

Is there anything new regarding this case? Have you received your winnings? We are extending the timer by 7 days. Please, be aware that in case you fail to update the status of your complaint in the given time frame, we will reject it. Looking forward to hearing from you.

Hi Kristina

The only thing I can report is Scatters casino mucked me round day after day after day. I sent through everything and some so that my account could be identified. But no they came back and said we need this we need that! Had they looked at what was right in front of them they would have seen what it was they were requesting. And because I enjoy having a punt, after about 2 weeks worth of cancelling the pending withdrawal, I ended up with a balance of $0.00 so there is nothing to withdraw. It's like they saw that I was cancelling the withdrawal most days, so the longer they stuff me round, the likelyhood of them having to pay me out became smaller and smaller. Don't use this casino, bunch of halfwits that don't like paying what your owed. I even sent them an email telling them exactly how it was with a few F bombs thrown in, and what a surprise they couldn't even reply to that!

Incredibly dissapointed with a casino I had been with for well over a year.

Andrew, I’m sorry to hear this. Unfortunately, there is nothing we can do for you under these circumstances because you lost all of your winnings. I understand that this situation would have never happened if you could withdraw your winnings in the first place, however we could help you only if you had some balance left.

Sorry we were not able to help you with this one, but please, do not hesitate to contact us in the future, if you run into any issues with this or any other casino and we will try our best to help.