The player from Germany is experiencing issues with a withdrawal due to incomplete verification. It has been received.
Scatters Casino - Player is struggling to withdraw winnings.
Amount: €5,900
Scatters Casino
Safety Index:HighSafety Index
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8.5
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Resolved
Our verdict
Case closed
RESOLVED
Case summary
3 years ago
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3 years ago
Translation
Since November 7th, 21 there are three payouts to be processed. Directly on November 7th I received an email in which my documents (KYC) were requested. I sent this immediately on November 7th. To date, my account has not been verified and my withdrawals have not been processed. Multiple contact to the live chat and support only meant that I was put off and should please wait.
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3 years ago
Dear Jonas,
Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please understand 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? Have made any successful withdrawals before?
Additionally, if there is any relevant communication between you and the casino, please forward it to kristina.s@casino.guru.
I hope we will be able to help you to resolve this issue as soon as possible. Thank you in advance for your reply.
Best regards,
Kristina
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3 years ago
Translation
The pending withdrawals are the first withdrawals at scatters.com.
Scatters already has proof of address, my identity card, pay slip for the last 3 months plus screenshots of my online banking with the incoming salary. When scatters.com asked again, I also sent a complete account statement from 1.8.21 to 24.11.21 to sactters. When scatters asked again, I explained 8 transactions from this account statement. (7 of them with an explanation and one with a screenshot of my online banking). In the meantime my address, my account and my identity card have been accepted but my proof of income (source of wealth) has not yet been processed and my payment has now been unprocessed for 23 days. I can send you the complete correspondence, but currently there are 43 emails
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3 years ago
Thank you very much for your reply, jonasdoderlein. 43 e-mails is a lot to go through and I'm afraid we don't have the capacity to read the whole communication. Maybe you could only send me the ones you think are most important?
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3 years ago
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I forwarded the most important emails to you
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3 years ago
Thank you very much jonasdoderlein for your reply. I will now transfer your complaint to my colleague Viliam who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction soon.
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3 years ago
Hello jonasdoderlein,
I looked at your complaint and will do my best to help you. I would like to invite Scatters Casino into this conversation. Casino, can you please specify what is the problem with the player’s withdrawal?
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3 years ago
A very good morning to you Jonas,
Thank you very much for taking the time to contact us, I am extremely sorry to hear of such a delay.
I will be looking into your case as a priority, and will provide an update for you today at some stage.
Please again accept my humblest apologies, 43 emails is NOT something that should be expected before a resolution.
I appreciate your time and patience so far in this matter, I will pick this up as urgent.
Wishing you a pleasant day in the meantime, I look forward to communicating with you soon.
Best wishes,
George
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3 years ago
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If my account is verified now and my withdrawals are processed directly, the problem would be solved immediately. So far it was only due to the unconfirmed verification, which has been dragging on for 25 days
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3 years ago
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Unfortunately I didn't get an update yesterday as scatters.com said
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3 years ago
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I just got in touch with the live support of scatters to ask if my documents, which I sent on November 30th, were accepted. Then they said they had sent me an email yesterday and whether I had already read it. I checked my email account and did not receive any email. After the email was posted by the employee in the chat history, I saw that it was the same email as 4 days ago, to which I replied with the requested documents on the same day. So I was promised another update in the course of the day
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3 years ago
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I don't get any useful answers from the casino. Only standard answers that it will be forwarded and that I should wait, please. Any promises the casino has given me so far, whether promises about updates or that my account is verified or that my payout will be processed tomorrow, were not correct. No promise was kept. I'm just put off and put off. No progress despite repeated promises that it will happen the next day.
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3 years ago
Good afternoon to you Jonas,
Many thanks for your patience whilst I have looked into this case, apologies for the delay, we had to investigate the hold up with AML.
The delay was caused by a document which was requested as not being signed appropriately, however we have now managed to work with the AML team and have been ale to provide a resolution to this.
As such, your funds are now being processed, and you should see the funds with you in 1- 3 working days.
My sincerest apologies once again, we are currently undertaking an overhaul of the process, however this is not going to be an overnight change, once the training and staffing are complete we should be looking at streamlining the waiting times, and providing a quicker, more efficient process for all our players.
Should you have any further issues, please do not hesitate to drop me a line and I will look into the matter for you.
Wishing you a wonderful week ahead,
George
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3 years ago
Translation
About an hour ago you rejected one of my documents because it was not signed. I immediately organized (signed) the correct document for you from my bank and sent it to you
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3 years ago
Dear jonasdoderlein,
let me know when you'll receive your winnings, please.
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3 years ago
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I received an email that my withdrawals have been processed. I will contact you when I have received the money
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3 years ago
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Money has just arrived. That would settle the case. Many thanks for the support to the whole casinoguru team.
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3 years ago
Dear jonasdoderlein,
Thank you for using the Casino Guru complaint resolution center. We are glad to hear that your issue got resolved. We will now mark it as 'resolved' in our system. Please, do not hesitate to contact us in the future, if you run into any issues with this or any other casino. We are here to help, but I hope you won’t come across a problem like this again.
Best regards,
Viliam Casino.Guru
