Scatters Casino - Player’s struggling to receive his winnings.

I won first place in a tournament and was entitled to win an iphone14 (worth $1200). The terms and conditions stated that I would be contacted regarding the product within 48 hours of the tournament. However, I did not hear from them after 3 business days. When I contacted them via live chat, they said they would contact me by the next morning. But that was a lie. It has been 4 business days today since the tournament ended. casino guru please help!

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Dear leon0618,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please allow me to ask you a few questions, so I can understand the whole situation completely. Have you been advised what has caused the delay? Was the tournament organized by the casino itself or by the game provider? If there’s any relevant communication between you and the casino, please forward it along with any supporting evidence to petronela.k@casino.guru.

I understand that it might seem like a lot of inquiries, but all the requested information is essential if we wish to proceed with this case. Thank you very much in advance for your reply.

Best regards,

Petronela

The cause of the delay is unknown.

This tournament was organized by the casino.

Images of the evidence have been sent to the email address.

Thank you very much, leon0618, for providing all the necessary information. I will now transfer your complaint to my colleague Tomas (tomas.k@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.  

Hello leon0618,

This is Tomas, and from now on, I will be taking care of your complaint. I have reviewed your case and would like to invite Scatters Casino to join the conversation and participate in the resolution of this complaint.

Dear Scatters Casino,

Can you please provide an update on the status of the player's tournament winnings? Are there any reasons for the delay?

Thank you very much.

Best wishes,

Tomas

Dear leon0618,

I'm in direct touch with the casino's representatives, and I would like to inform you there is a running investigation, and as soon as we have an update, it will be posted here.

Thank you for your patience.

Kind regards,

Tomas

Certainly those rights are on the casino's side.

To be honest, I am not convinced.

So here is my proposal: in exchange for this winning prize, I promise not to participate in any future events held at the casino.

I hope scatters casino will give this a positive consideration.

Dear leon0618,

Could you please give us an explanation of the situation from your point of view? Are you aware that the casino could have experienced some technical issues with the tournament? If the tournament was cancelled, how did you qualify for the winnings? Do you have any idea what games did you play and how many bets did you make?

If we should continue with the investigation, I need you to answer the above questions.

Thank you.

Kind regards,

Tomas

I do not know if the casino may have experienced technical problems.

I had to complete 4 missions to win the tournament prize.

The slots I bet on were Warp Wreckers Power Glyph™,Book of Shadows,Take Santas Shop,book of 99,Take the Bank. I wagered about $300 in all.

Dear leon0618,

The casino has experienced a technical fault and as per its terms and conditions, cancelled the tournament. This is because the fault would potentially give an unfair advantage to the players involved. Normally, the tournament would not allow access to certain games, but due to an error this restriction did not work correctly. It would not be fair to all of the players to continue the tournament in this way. I appreciate that this is not your fault, but as the casino has acted in accordance with its terms and conditions regarding this case, I am afraid there is nothing further we can achieve.

Due to the reasons mentioned above, this complaint will now be closed. I am sorry we could not be of more help on this occasion.

Kind regards,

Tomas