Scatters Casino - Player's asking for a deposit refund.

Hallo,

Ich habe bemerkt, dass das Scatter Casino unter der selben Lizenz läuft wie das Crazeplay casino. MGA/B2C/295/2015

Ich habe mich in beiden Casinos mit den selben Details angemeldet.

Das Crazeplay Casino hat mir bestätigt, dass mein Account seit dem 11.10.2019 wegen Spielsucht geschlossen wurde.

Daher fordere ich meine netlosses nach diesem Datum im scatter casino zurück, da das casino meinen Account nach MGA Regularien hätte schließen müssen, bzw. eine Registration verhindern müssen.

Scatter beruft sich darauf, dass erst durch eine cashimashi casino schliessungs am 10.03.2020 darauf aufmerksam gemacht wurde und hat meine Anfrage final abgelehnt. Meine crazeplay Screenshots bestätigen jedoch das Gegenteil.

Ich bitte daher um die Erstattung der Net Losses nach dem 11.10.2019 bei scatters.

Ich berufe mich auf:

MGA Player Protection Directive (2018) - Part IV - Responsible Gaming:

"Provided further that, in the event that a player has been excluded by the B2C

licensee in light of sufficient reasons which indicate that the player may have problem

gambling issues, that player shall be excluded across all brands operated by the B2C

licensee."

Dear Max,

Thank you very much for submitting your complaint. I’m very sorry to hear about your problem. Do I understand correctly that the disputed amount of €200 is the value of deposits you managed to make? Could you please clarify when exactly you registered at Scatters Casino?

Additionally, if there is any other relevant communication between you and the casino, please, forward it to kristina.s@casino.guru (or alternatively post it here).

Thank you in advance for your reply.

Best regards,

Kristina

Hi,

Jeah the disputed amount is 200€ net loss.

This is the netloss amount time frame after the crazeplay closure on 10.11.2019 for gambling issues and before the scatters closure on 10.03.2020.

I don't know the exact opening time on scatters. I can't login to check and deliver the informations. But the support confirmed this to me, sadly I did not made Screenshots.

But as u see scatters reacted to my complaint, but they took the wrong date, when they got aware of my gambling issue closure. They say it was 10.03.2020,but my crazeplay got closed already on 10.11.2019 for gambling issues.

So I claim all net losses on scatters after 10.11.2019. Scatter stopped all communication final to me, so I need you to help me out. Thanks a lot!

I uploaded all communication I have. Now scatters need to clarify their decision with the wrong date they took.

Thank you very much Max for your reply. I will now transfer your complaint to my colleague Peter (peter.m@casino.guru) 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.

Thanks for forwarding 🙂 looking forward for the future assistance.

Hi Max,

I have looked at your case and understand the situation. I will contact the casino and see if I can help. I would like to invite Scatters Casino to the conversation to participate in the resolution of this complaint.

Hello Peter, appreciate your help 🙂

Looking forward for an solution with scatters. Thanks in advance.

A very good afternoon,

Many thanks for reaching out, I am sorry to hear that you have had an issue with the casino.

I have requested the documentation related to this query from support, and will review the information as soon as it is received.

Once I have had an opportunity to go over the case, I will be in touch, and I shall also forward any documentation to Casino Guru as proof.

Thank you in advance for your patience, I hope to have an update for you in the near future.

Wishing you a great day ahead,

George

Hello George,

thanks for your 2nd look into this case. I tryed to do it via support mail, but sadly got no further response. So this wasn't my first intention.

I sent the crazeplay support Screenshots, proofing that the account there was closed due to gambling issues on 11.10.2019, as a response to the negative Scatters E-Mail Response in case of my claim. Casino Guru got them aswell. The conversation is sadly in german language. If u need an english translation, let me know.

So you should have that support crazeplay Screenshots aswell. If not, let me know, and I sent them asap.

Hope for a good solution.

First of all, wish u all a good day. Greetings.

Hi Peter,

Hi George, any news?

I got a few minutes ago again the same mail with the same reaction, that the claim is final denied by scatters.

"We are contacting you from our Player Protection Team due to your recent contact with our Customer Support Team regarding a refund request on your Scatters Casino account for €200.00. 

You have requested to be banned across our license on Cashimashi Casino on 10/03/2020. The deposits you've made on Scatters were made prior to the date mentioned before.

Due to the mentioned above, please be informed that we have closed our investigation. As a result, we will not be able to refund the deposits as requested. 

We have Permanently Self Excluded your new Scatters Casino account to follow our Social Responsibilities and ensure our Player Protection. 

We would also ask you to refrain from attempting to open any other accounts as this may result in forfeiture of any funds deposited or gambled. 

If you feel you need assistance with gambling, we would like to recommend visiting the following pages and seeking advice from these independent organizations: 

https://www.gamcare.org.uk/ 

https://www.begambleaware.org/ 

https://www.gamblersanonymous.org/ga/

Our decision is considered final and hence, this matter to be closed from our side.

We know this may not be the answer you hoped for. However, if you are not satisfied with our resolution, you may refer the matter for adjudication by an ADR, EADR Ltd., European Alternative Dispute Resolution (‘EADR’) is an independent arbitration with their main office at 189/1, The Strand, Gzira GZR 1024, Malta, providing alternative dispute resolution and is designed to comply with the "Consumer Alternative Dispute Resolution (General) Regulations" (S.L.378.18) in Malta. In gaming disputes, the MGA Alternative Dispute Resolution Directive 2018 applies in addition you may fill out an Online Dispute Form via https://eadr.org/ or via email at info@eadr.org"

Again, I absolutely don't understand that decision, since I delivered a proof screenshot from crazeplay casino (same licence MGA/B2C/295/2015) support, that my account there was closed due to gambling issues on 11.10.2019. This was in German, here is a translation from the relevant screenshot part:

"Crazeplay: Your account closure and last deposit was on 11.10.2019. 

Me: Did I gave an reason for the account closure? 

Crazeplay: As I can see, the account got closed due to gambling issues. 

Me: On 11.10.2019?

Crazeplay: Yes, correct."

So the reason delivered by your casino, that the licence as aware of it on 10.03.2020, is proven wrong. I hope you overthink this decision, since it is obviously proven wrong and Refund all nettlosses after 11.10.2019.

Scatters did not follow to the MGA Player Protection Directive (2018) - Part IV - Responsible Gaming:

"Provided further that, in the event that a player has been excluded by the B2C Licensee in light of sufficient reasons which indicate that the player may have problemg ambling issues, that player shall be excluded across all brands operated by the B2Cl icensee."

Thanks in advance for your final response.

Hi Max,

Thanks for the update. The casino requested some additional information by email, now I'm waiting for a reply.

Hi Peter, Maekz.

A very good afternoon.

I am in the process of working with the team to establish the reasons for the initial exclusion, and having translated the chats yesterday it does appear it was for gambling problems.

If this is the case then of course we will need to look to consider the deposits as being made after that, and would need to take appropriate steps to remedy the situation.

For the meantime I would disregard anything you have received, as I have asked for the circumstances to be investigated before I respond - and as of writing I haven't yet received any updates.

I sent these items around 24 hours ago, and will chase them now - as soon as I have an update I will be in contact.

Wishing you both a great day ahead, I look forward to speaking with you soon.

Best wishes,

George

Hi George,

sounds great. Thanks for your hard work.

At least one person taking this serious.

Wish you a great day. You too, Peter.

Hi all,

Thank you for your replies. Let's wait for a conclusion then.

Hey,

any updates, George?

Greetings. Wish you both a nice start of the week!

A very good morning to you Max,

Sadly I have been out of office for personal reasons, however I will chase an update on this for you today, and get back to you as soon as I have some news.

Apologies for the delay, I look forward to updating you shortly.

Wishing you a great day in advance,

George

No worrys, real life and personal situations always have priority.

Take your time, thanks for the update. 🙂

A very good day to you Maekz,

How are you today? Apologies for the delay, I have now got a solution in place for the above.

Unfortunately when you had contacted the previous casino you were advised that the account was closed due to gambling issues, however the back office did not say that was the reason for the closure (e.g. - human error).

As this case has been ongoing, and as you as a player had no involvement in the information provided on the chat, we have successfully argued your case.

Whilst we will not be refunding the fees as a return on deposit, we will be granting you the said amount as a gesture of goodwill for the hassle and inconvenience caused by this issue.

I will be working with the casino team and will look to get this resolved with the funds on your account in the coming days.

We are not accepting any liability or wrongdoing, however from a customer perspective I can imagine the frustration and inconvenience, and it is for this we would be offering the gesture of goodwill.

Can you kindly let me know at your earliest convenience if you would accept this offer?

Once I hear from you I can begin to put the wheels in motion, so to speak.

I look forward to hearing from you in due course, wishing you a wonderful day in the meantime.

Best,

George

Hey George,

No worrys. Appreciate your work.

Do I understand this right, that, if I accept this, the amount of 200€ is credited to my bank account that I used?

If yes, I accept your offer and will stop my claim after the money hit my bank account. If you need any information for my bank details, let me know via email.

Greetings,

Max

Fantastic Maekz,

That is correct - Although we have not found that the account was closed for Gambling problems at the time, the information provided to you was inaccurate and as such we will be delivering a gesture of goodwill on behalf of our partners under our licence.

I will contact you personally via email now to let you know what I need from your side, and we can get it resolved from there.

I will be in touch with you within the next hour or so, please keep an eye on your email folder for me.

Speak soon,

George

Hallo George,

I understand, I appreciate your customer oriented solution. Happy we found a good solution for both parties.

I will answer you via mail asap, thanks for letting me know.

I will let casino guru know, as soon as the funds hit my account. After the case can be closed as solved.

Greetings,

Max

Dear George,

We appreciate your help and the gesture of goodwill.

Dear Max,

Thanks for keeping us updated.

Hey,

short update, after I sent them all verify documents, I got confirmed by George on Friday 25th:

"I was hanging fire so I could tell you, now I have received the confirmation the payment has been approved, you should see the funds in the next 72 business hours, if not before.

Apologies for the delay, I am glad however we have managed to resolve this for you."

Until now the money did not hit my bank account. But I stay patient positive. I will inform you as soon as it comes in.

Greetings, Max

Hi Max,

Thank you, that is good news.

Update:

the 72h is passed by a lot already.

I still sadly got no payment. I hope George will look at this again and give me an update, last days I got no answers via mail. Guess he is just busy. 🙂

Today I asked again in the Support Mail, because George did not answer me last days. I thought this was solved and was thankful for that.

"Hello Max

Thank you for your email.

Please be informed that we have closed our investigation. As a result, we will not be able to refund the deposits as requested.

Our decision is considered final and hence, this matter to be closed from our side."

I know this was not planned as refund, only as gesture of goodwill, as we talked about it. But now it sounds like nothing will be payed out? I already got the email 7 days ago, that the payment was verified and will hit my bank within 72h?

@George: Can you please clarify what is going on? I am so confused.

Thanks a lot.

Thank you Max for the update.

Dear George,

Can you please explain what is going on?

Hey guys,

Short Update, this time from the main Scatter support mail. They double checked the case once again, and confirmed me now again they gonna refund the 200€ as a gesture of goodwill within the next 3-5 days.

".. however, as a gesture of goodwill, we will refund the total amount of €200.00  in deposits made on Scatters Casino to the IBAN (...) in the next 3 to 5 business days."

I will send an update, when money hits my bank.

Btw, hope George, your are fine since I did not hear from you for a while. Hope everything is good with you!

Greetings, Max

Hi Max,

Thanks for the update, I hope you will receive your funds soon.

Update: got a confirmation from Player protection scatters team that the amount got payed out today. I will inform, when it hits my bank Monday/Tuesday.

Greetings.

Thank you, Max, let's see if it works out.

Hey,

Money received. Case can be closed as solved.

I still hope George is fine, did not hear from him for weeks. Wish him the best!

Thanks for your help, Peter.

Hello,

Glad to hear you received your money.

Have a nice day,

Team Scatters

Hi all, thank you for your replies.

Dear Max,

I'm glad to hear that you received your funds. I will now mark the complaint as 'resolved' in our system. Thank you for using the Casino Guru complaint resolution center. Don’t hesitate to contact us if you run into any issues with this or any other casino in the future.

Best regards,

Peter