The player’s not able to withdraw his money, because his account hasn’t been verified. The complaint was successfully resolved and the player received his winnings.
Scatters Casino - Player’s withdrawal has been delayed.
Amount: €700
Scatters Casino
Safety Index:Above averageSafety Index
Casinos with an Above average Safety Index usually have a good ratio of their number of visitors to relevant complaints submitted by players. Playing in casinos with an Above average Safety Index is generally safe.
Resolved
Our verdict
Case closed
RESOLVED
Case summary
3 years ago
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3 years ago
Translation
Hi,
I paid a total of € 2,000 in a few months.
Now I wanted to pay out € 700, but the casino is trying to verify my account.
(My documents were returned 5 times + explanation why I deposited more than I earned in a month)
There was an explanation on my part because my grandpa passed away and I got cash from my father. The explanation was apparently not sufficient, because on my bank receipt (deposit of € 2,000, - my name is not visible, but account number, however). So they asked for a bank slip with a name, which is not possible with a cash deposit.
Worst audacity plays in no case there, otherwise you will have also so long for your payout wait (probably everything herauszuzögern, so that one again lost everything 🙂).
Automatic translation:
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3 years ago
Dear Michael,
Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Would you be so kind and forward any relevant communication between you and the casino to kristina.s@casino.guru?
Additionally, I would like to point out, that the casino can ask you for a source of income, however the bank statement has to be issued in your name and the name has to be visible.
I hope, we will be help you to resolve this issue as soon as possible. Looking forward to hearing from you.
Best regards,
Kristina
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3 years ago
Hi Michael,
Sorry to hear that. We'll check what has happened and get back to you.
Have a nice day.
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3 years ago
Dear Michael,
We are extending the timer by 7 days. Please, be aware that in case you fail to reply in the given time frame, we will reject your complaint.
Additionally, I would like to thank the Scatters Casino for taking time to respond to this complaint.
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3 years ago
Translation
Additional comments from the player:
"My problem is this:
I have on 16.06. a payment of € 700 has been requested.
It has original until 06/22. took my account to verify. When that was done, my gaming account was blocked due to gambling addiction.
Now on June 24, 2020, I submitted my bank details for payment (which they already had because of bank documents).
No answer until now. Neither support nor managers of the support staff can say anything about it.
Please clarify. Thank you!!"
Automatic translation:
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3 years ago
Thank you very much Michael for your email. I will now transfer your complaint to my colleague Peter 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.
Michael, I would like to ask you to reply here in this thread in the future. This is the easiest and quickest way of communication.
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3 years ago
Hi Michael, I'm taking over your complaint. I read all those chat transcripts and understand your situation. I would like to ask the Scatters Casino to reply to this complaint.
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3 years ago
Hi Michael,
Please note that the remaining balance of €700.01 has been issued to you via wire transfer.
This was done yesterday at 03:13 PM.
If you have any other questions don't hesitate to reach out.
We're sorry for any inconvenience and we wish you a nice day.
//Team Scatters
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3 years ago
Translation
After a total of 22 days you made it, congratulations!
Thanks @casinoguru for the quick processing (not 22 days like at the casino) 🥴
Scatters Casino - I will report the complications to everyone around me. You should be careful to prevent something like this in the future, otherwise you have no more customers soon 🙂
Edited
Automatic translation:
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3 years ago
Thank you Michael and Scatters Casino for the replies. Michael, I'm glad to hear that your issue got resolved and you received your money. 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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