Scatters Casino - Player’s withdrawal has been delayed.

Dear Team@CasinoGuru,

I requested a withdrawal on 19th of November 2020 via Wire transfer, which got processed on 20th as per one of their representatives, but I have still not received the money in my bank account. I will mention the communication with them or the events thereof by means of following points:

1. I contacted support, and was told that I will receive it on Monday (23rd Nov), did not happen.
2. I contacted again, and was told that the withdrawal is not processed and I can't have the money until I verify. I started the verification process by sending the required documents to the relevant department.
3. I received an email from scatters stating that the verification at this point is not necessary. I don't know why I was told to do that.
4. After receiving the verification email, I contacted them again for an explanation. There, I was told that that representative miscommunicated the information, and it is not yet required. I was also told that the withdrawal is already processed on 20th of November, and I shall have the money by 27th of November.
5. I contacted them again on 29th Of November, and was told that the money should be with me already. When I told them that it is not, they asked me to provide a bank statement showing the incoming transactions from 19th, which I did. I was told that the relevant team will contact me, but I did not hear back from them.
6. I contacted them again, and was told that I shall have the money by 30th Nov, or 1st Dec, which didn't happen.
7. I contacted them again on 1st of Dec, and was again asked to submit a bank statement showing the incoming transactions after 19th. When I did, I was told that I will receive an email from them, which again did not happen.
8. I contacted them on 3rd of December, and the representative told me that it is still in progress. After that, He just replied to my questions with template answers.

Now, whenever I contact them, they ask me for the bank statement with incoming transactions, tell me that they have escalated the issue and ask me to wait for an email from the relevant department, which simply does not happen.

Please help me, as It has already been more than 2 weeks since I requested that withdrawal. I tried to resolve the issue by contacting them, but it is very frustrating to contact them again and again to get the same reply with no relevant information. It just appears that they don't take the grievances of their customers seriously.

Dear Krishen,

Thank you very much for submitting your complaint. I’m sorry to hear about your delayed withdrawal. Please allow me to ask you a few questions, so I can understand the whole situation completely. Could you please confirm that you have completed account verification successfully in the past? Have you received any funds previously or this were your first withdrawal request?

Do I understand correctly that your withdrawal has been processed but never reached your bank account?

I realize that it might seem like a lot of questions, but I would like to understand your problem as accurately as possible. Thank you very much in advance for your reply.

Best regards,

Petronela

Dear Petronela,

Thank you for your message. I will go through your questions by means of following points:

1. My account got verified on 23rd of November (please refer to the documents I uploaded). A little bit of context in case I was not clear earlier: I requested the withdrawal on 19th of November. I was asked by one of the representatives to verify my account when I contacted them about the status of my withdrawal on 23rd of November. This was a misinformation on the representative's part, as later I was told that it is not required yet, and that the withdrawal was already processed by 20th.
2. This was my first withdrawal. I requested it through wire transfer, as that was the only option I could use out of the available ones. Later, I got to know how to can activate Trustly as a withdrawal option. Please note that I requested another withdrawal of 10 euros using Trustly method after the withdrawal in question , and got it within days.
3. Yes, they say that it has been processed, but It is not in my account yet.

I would like to add a bit of information. Today, at 12:49 am, I received an email from their stickywilds.com domain asking me to provide them with a bank statement. I contacted the support of Scatters.com, to confirm if it was sent by them, and they confirmed that it was them. I told the representative that I have supplied them with the requested document 3 times already. She told me that their finance department would like to get the latest copy of the statement until today. She asked me to send it to support@scatters.com, but in the morning at 7:40 am, I received an email from their support staff that I should send it to documents department's email address.

Besides a delayed withdrawal, there has been two problems consistently:

1. Misinformation: one representative says something, while the other says something completely different.
2. Asking for the status with no concrete answer from their side: you ask them for the status of the withdrawal. They ask you for the bank statement. Then, they ask you to wait, and nothing happens. You should contact them again, or you will not hear from them, and when you do contact them, they ask you for the document again.

Thank you again. Please let me know if you have any more questions.

Regards,

Krishen

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

Hi Krishen,

I looked at your case and emails and understand the situation. I will contact the casino and see if I can help. I would like to invite Scatters Casino to the conversation to participate in the resolution of this complaint.

Hi,

Thanks for reaching out. We will check what has happened.

Have a nice day / Team Scatters

Dear Peter, thank you for the help. I got the money in my account today (after so many days of waiting). Given the screenshots of the emails and the chats, I would like to ask Scatters Casino, why can't your support give credible information, and why a person can't get information on the status of their withdrawal in so many days? I am not gonna reiterate over what I have told already in this thread, but it would help if you actually respond when your support says that they will.

Thank you CasinoGuru Team. I appreciate your help on the matter.

Regards,

Krishen

Hi all,

Thank you for your replies.

Dear Krishen,

I'm glad to hear that your issue got resolved. 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