The player from Germany is experiencing difficulties withdrawing their winnings due to incomplete account verification. Player’s complaint has been resolved successfully.
Scatters Casino - Player’s struggling to withdraw their winnings.
Amount: €1,650
Scatters Casino
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Resolved
Our verdict
Case closed
RESOLVED
Case summary
4 years ago
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4 years ago
Translation
Good evening,
I'm new to the forum and have a question
I made an immediate deposit of 300 euros and wanted to pay out a profit of 250 euros and 1400. The payouts were accepted.
the payment was initiated on November 30, 2020.
Now it comes, according to the terms and conditions, a payout needs up to 48 hours to be processed and 3-5 working days until the money is in the account.
Now today I asked the customer service in the live chat what about the transfer because there is still no money in my account. Now comes the hammer from customer service that says they have to upload their documents. The payment was accepted but not transferred is that normal? I have now uploaded my documents and should take up to 48 hours to process them. What do you think this is normal? Or should I wait a little longer?
would be nice if you could help me a little.
greetings memo
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4 years ago
Dear Playgol,
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.
Accepted withdrawal doesn’t mean necessarily that it has been verified and transferred. Please understand, without verifying your account, you won’t be entitled for any withdrawals.
However, I believe we will be able to help you to resolve this issue and receive your winnings as soon as possible. Looking forward to hearing from you.
Best regards,
Petronela
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4 years ago
Translation
Yes, but it is strange normal white documents are required before the payment and then the money is dated
player account removed and transfer.
but mine first paid off then it was approved and then there was no more money on it
player account but in the course is processed and then I should verify myself they didn't even tell me that I have to verify myself. I got an email with an approval
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4 years ago
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Now I've uploaded my documents first and wait
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4 years ago
Dear Playgol,
Please keep me updated. I will be waiting for your confirmation regarding successful account verification patiently.
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4 years ago
Translation
So 48 hours are up
just asked for and it says the documents have not yet been processed. And yesterday it could take 3-5 days to process the documents.
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4 years ago
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 few working days completing this thorough procedure. If all the data is correct, there should be no reason for the casino to delay your withdrawal. Please allow the casino a few days to receive your documents and check them thoroughly. We kindly ask you for some patience until this process is completed. I will set the time for additional 4 days and if there’s no development by Monday next week, we will intervene.
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4 years ago
Translation
All right casino did after that
weird
Effort and slightly longer processing time auszgezahlt thank you for your help best regards 🙂
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4 years ago
Thank you very much, Playgol, for the update. Do I understand it correctly that your problem has been resolved? Do I have your permission to close this complaint or there’s anything else we could help you with? Thank you in advance for your reply.
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4 years ago
Dear Playgol,
We are extending the timer by 10 days. Please, do not hesitate to contact us if you need any assistance or help, otherwise, we will reject your complaint.
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4 years ago
Translation
Everything went well, you can close the complaint
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4 years ago
Great news. As the complaint has been successfully resolved, we will now close it as ‘resolved’ in our system. Thank you very much, Playgol, for your cooperation and confirmation and please 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.
Wishing you a wonderful holiday season.
Best regards,
Petronela
Casino.Guru
