Scatters Casino - Player’s struggling to withdraw his winnings due to ongoing verification.

Hello My name is Kevin and bin playing a fee months on scatters, now recently i started to play a bit more because of lockdowns but now i have €1800 in my withdrawel and bin waiting since 05-01-2020 for my identity to be approved

do i need to wait any longer?

Dear Kevin,

Thank you very much for submitting your complaint. 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 I am afraid you will have to go through this process if you want to get your winnings. If you wish to receive your winnings, I’d suggest cooperating fully with the casino.

Have you been advised what exactly 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. Looking forward to hearing from you.

Best regards,

Petronela 

Yess they did,

it is an identity approval which i sended al the documents for.

but today they told me after 1,5 week that the documents are not attached so i sended them again, at this moment i have no faith thill go any faster.. and i want this to be fixed, it’s not because i need the withdrawel bur i want to play a casino i can trust and not 1 i need to wait 2 weeks before they approve identity...

i hope you guys can help!

Kevin

Thank you very much, Kevin, for providing all the necessary information. I will now transfer your complaint to my colleague Viliam 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 Kevin,

I looked at your complaint and will do my best to help you. I would like to invite Scatters Casino into this conversation. Can you please specify what is the problem with the player’s withdrawal?

Hello,

Yes ofcourse!

my withdrawel is pending since 05-01

this is because my identity approval has not bin approved since 04-01

i am waiting for the document team to reach me but they are real slow..

thats why the withdrawals are pending at this moment

i hope you can speed up the proces so i can play this wonderful casino again, right now i don’t have trust in more deposits

thanks you

gratz Kevin

hello again,

nothing happend so far..

i’am worried this will be solved..

takes 2 weeks now

Kevin

We would like to ask the 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’.

Hi,

Hope you are well.

I can see that the withdrawal was paid out last week so now everything should be in order. Please let me know if we can be of further assistance.

//Team Scatters

Dear Kevin,

We are extending the timer by 7 days. Please, be aware that in case you fail to provide the required information in the given time frame, we will reject your complaint.

All good now!

Dear Kevin,

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