The player from Germany is complaining about the lengthy verification process.The issue was successfully resolved. The account was verified and the payment approved.
Scatters Casino - Player’s struggling to complete account verification.
Amount: €225
Scatters Casino
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Resolved
Our verdict
Case closed
RESOLVED
Case summary
2 years ago
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2 years ago
Translation
I deposited a total of €75 on March 2nd, 2022 (€25 risk-free first deposit and then (after this money had been lost) another €50. With these I was able to earn €200.
After I had uploaded the required documents for verification on March 2nd, 2022, after the €25 risk-free first deposit had been credited, I ordered a payout of €225 on March 3rd, 2022.
After until 11.03. I did absolutely nothing regarding verification and payment, I politely asked support if and what problems there could be in this regard.
1.5 hours later my account was blocked by Scatters (allegedly at my request) After the account was closed on 20.03. was reopened and Scatters explained a misunderstanding, I uploaded further requested documents for verification on 03/22/2022. Since that day, Scatters hasn't been seen or read anything.
Automatic translation:
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2 years ago
Dear expresident,
Thank you very much for submitting your complaint. I’m sorry to hear about your problem.
Please understand that KYC is a very important and essential process, during which the casino makes sure that the money is sent to the rightful owner. As they don't have the luxury of being able to physically see all of the players and check their identification and documents, this is the only way gambling establishments are able to complete the verification procedures. None of the serious and licensed casinos takes KYC lightly and it might take a few working days to complete this thorough process.
Have you been informed what specifically seems to be a problem in verifying your account?
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,
Petronela
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2 years ago
Translation
Hello Petronela,
First of all, thank you for taking care of my "problem".
Basically, I have no problem with the fact that casinos do not take the KYC "lightly" and it can take a few working days. Again a summary of the whole inclusive what is added tonight.
02.03. ca 04:15 new registration in this casino
02.03. ca 04:18 deposit 25€ (played nicely but in the end it was all gone)
02.03. ca 06:40 deposit 50 € so came to 200 €
02.03. ca 21:19 Submitted ID verification documents successfully uploaded
02.03. ca 21:24 Proof of address verification Document uploaded successfully
03.03. around 4:30 p.m. Payout request in the amount of 225,--€
03/11 ca 15:08 Request to the support why a verification without result takes 9 days (no answer
only it will be forwarded)
03/11 ca 17:53 Blocking of the account allegedly due to my own wish (it just didn't exist)
03/13 ca 22:05 Reactivation of the account because it was blocked due to a misunderstanding
20.03. around 8:30 p.m. Account is unblocked again, but the KYC or even payment has not been carried out
processed.
03/22 ca 12:28 ID was verified. But not the address verification (newly requested)
03/22 ca 20:36 proof of address verification uploaded
03/22 ca 20:40 Bank Statement Verification Document uploaded successfully
03/29 ca 22:23 Confirmation email from Scatters that the account has been closed due to a "misunderstanding".
became.
02.04. ca 22:09 re-request of the KYC documents (no explanation why also the ID verification
has to be uploaded again and the verification that has already taken place is deleted without comment
became)
03.04. ca 02:15 re-uploading the ID card verification successfully
03.04 ca 02:18 Proof of address Verification Document uploaded successfully
There is or is no reason why the KYC process is taking so long. Or even information from Scatters.
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2 years ago
Thank you very much, expresident, for providing all the necessary information. I will now transfer your complaint to my colleague Peter (peter.m@casino.guru) who will be at your assistance. I wish you best of luck and hope to see your problem being resolved to your satisfaction in the near future.
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2 years ago
Hi expresident,
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.
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2 years ago
Translation
Hi Peter,
First of all, thank you for your commitment,
then let's hope that the casino will agree to it.
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2 years ago
Translation
After more than a month, the e-mails came about the full verification (at 2:37 p.m. ID, 2:39 p.m. address and at 2:53 p.m. account) Now only the payment itself is missing.
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2 years ago
Translation
But now they've really stepped on the gas.
Everything is verified within less than 1 hour and the payment is also approved.
04/05/2022 at 3:50 p.m
Hi there,
We are pleased to announce that your withdrawal request of €225.00 has now been approved. Depending on your payment method, the amount should be with you within 3-7 business days.
Kind regards,
Payment transactions cashier
Thanks for the help everyone.
So it can be closed here.
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2 years ago
Hi expresident,
Thank you for the update. I'm glad to hear that your account was verified and your payment approved. 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
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