The player from Germany is dissatisfied with the verification process. We rejected the complaint because the player didn't respond to our messages and questions.
Scatters Casino - Player is struggling to pass the KYC.
Amount: €1,436
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.
Case closed
Our verdict
Player stopped responding
REJECTED
Case summary
3 years ago
Public
Public
3 years ago
Translation
Hello I have submitted my documents several times but my account is not verified to make a payout
Automatic translation:
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3 years ago
Dear Anke,
Thank you very much for submitting your complaint. I’m sorry to hear about your problem. KYC is a very important and essential process, during which the casino makes sure that the money is sent to the rightful owner.
Which documents have you already provided, please? When exactly did you send them?
Additionally, please forward any relevant communication between you and the casino to kristina.s@casino.guru.
Thank you very much in advance for your reply.
Best regards,
Kristina
Public
Public
3 years ago
Translation
We received this email from Anke:
"Hello I have both sides of my ID card, both sides of my bank details, an account statement and a current phone bill sent to scatters support on July 3rd, 21st and July 8th, 21st. Now the account is verified but it is still no payment possible an amount of 3,867.92 euros.
Thank you in advance
Anke "
Automatic translation:
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3 years ago
Thank you very much for your email. Have you tried contacting the casino regarding this issue? If yes, please forward all the relevant communication between you and the casino to kristina.s@casino.guru.
Additionally, I would like to ask you to reply to your submitted complaint inside the existing thread and not by sending emails, unless you’d like to forward any relevant communication. Replying inside the thread is the easiest way for us to link all the relevant information to the correct issue and to collect important details and data in one place. Your cooperation in this matter is highly appreciated.
