The player from Sweden is experiencing difficulties withdrawing their winnings due to ongoing account verification. The verification was completed successfully and the player confirmed she received the winnings.
Scatters Casino - Player’s struggling to complete the account verification.
Amount: €7,000
Scatters Casino
Safety Index:HighSafety Index
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8.5
Scatters Casino has a Safety Index of 8.5, which makes it a safe casino suitable for most players. Explore this casino’s Safety Index
Resolved
Our verdict
Case closed
RESOLVED
Case summary
2 years ago
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2 years ago
Translation
Hey! I started trying to withdraw money on 10/5 and after that I have only had to send vouchers and wait for them not to be enough. I have sent in new ones and have to wait up to 72 hours to find out that they need more verifications. It's starting to get ridiculous. All pictures and documents are clear and I know that they must understand that the account is mine but they should just delay it. Begins to panic that this will last for any length of time. I need my money😩! It was not better when I went in and read that they are usually difficult to get large amounts. But when, for the sake of the unusual, you happen to win, it should be so difficult to get the money out😢. I really need the money🙏
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2 years ago
Dear Piia,
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.
Could you please advise which documents have you already provided and when exactly? Have you submitted all the required documents in a timely manner and in the correct format?
I hope we will be able to help you to resolve your problem as soon as possible. Looking forward to hearing from you.
Best regards,
Kristina
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2 years ago
Translation
Hey!
I started trying to get some money out on Monday 9/5. And then I chose another account I wanted them to deposit the money on which you could do before, but I changed that on Tuesday to the account I deposited money on scatters. On Wednesday, I fixed an account statement at the bank and emailed them a PDF file that I could not send on their link because I do not have a computer. And on Thursday, they wanted me to put a picture on my credit card and I did. On Sunday, they ask for an invoice, salary specifications, credit card and photos on my account so that the same amount went into the right account as it is on the salary specifications. But they are not in PDF because I can not arrange it, but it is very clear what it says and what it is for something. What I am worried about now is that the address on the salary specifications is that it says my old address because I have not bothered to change it when I still get them in a digital mailbox. But they see that the same amount as it says on the salary specification comes into my account the same day it is paid out. I understand that it is too early to address this as a complaint but I understand that this will take time as I do not have to get my money, sadly enough. I get really sad when you write that it is difficult to get money in Sweden from Scatters😢 Regards Pia
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2 years ago
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Please delete my photos from the public forum !!!
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2 years ago
Thank you for your reply, Piia. Posts with your documents have been marked as 'sensitive', which means that only involved parties (you, the casino, and we from Casino.guru) can see them.
Would you be so kind as to forward me all the relevant communication between you and the casino? My email address is kristina.s@casino.guru. Thank you in advance.
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2 years ago
Thank you very much Piia for your reply. I will now transfer your complaint to my colleague Tomas (tomas@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.
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2 years ago
Hello Piia,
I will assist you with the complaint from now on. I went over the details of the case and I will do my best to help you.
I would like to invite the representatives of Scatters Casino into the complaint in order to discuss the verification issue.
Scatters Casino, could you explain the status of Piia's account verification? Were all documents submitted to your satisfaction? If not, which documents are required to successfully complete the verification?
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2 years ago
Translation
Hey! Since I told you that I contacted you, it seems that most have gone through except my address. But now I have sent in a picture of my identity card from the Swedish Tax Agency, that should really be enough ?! Mvh Pia
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2 years ago
Hello Pia,
I've received your emails. We will still require a reply from the casino in the complaint thread.
We would like to ask Scatters Casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’.
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2 years ago
Hi Pia,
I hope you you are having a wonderful Wednesday.
The withdrawal has been processed from our side yesterday. Usually it takes 2 to 5 banking days for the funds to reach you. This really depends on your bank's process. Nevertheless, the funds are on the way to you.
Congratulations on your win!
If we can help with anything else, just let us know!
Best regards,
Scatters team
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2 years ago
Translation
Hey!
And thanks 🙏!
So grateful that they resolved. Nice to win for the sake of the unusual 😂!
I write here that everything is solved when I see the money in the account and a nice Wednesday on you too 😊!
Mvh Pia
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2 years ago
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Hi Tomas and scatters!
The money has now arrived, thank you for the help 🙏😊
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2 years ago
Awesome news, Pia! I am glad you received your winnings. As the complaint has been successfully resolved, we will now close it as ‘resolved’ in our system. Thanks for your cooperation and don’t hesitate to contact us if you run into any issues with this or any other casino in the future. We are here to help.
