Scatters Casino - Player's withdrawal has been delayed.

Withdrawal and KYC process is absolutely unbearable. I have been waiting my money for 4 weeks now.

I made the first withdrawal request on 15th of January. Almost a week later it got cancelled by the casino and customer service people could not explain or even see that request. I was told to do withdraw request again and via bank transfer, as that is faster than Zimpler. I also sent scatters.com the KYC documents right away via their e-mail request when I made the first withdrawal request.

Now my withdrawal has been pending since 20th of January. I got a message on 2th of February and they asked me for another address verification document, because suddenly insurance invoice was not accepted.

I sent phone invoice right away and now nothing has happened in 2 weeks again. I have been talking with over 10 different chat personnel and I have also sent Scatters like 5+ emails regarding this situation. No one has been able to give me any information or help me regarding to this withdrawal. All they say is that they are sorry and send a message forward to do this process faster. They also promise to get back in touch via email but never do.

Can you please do something about it? I was a bit cynical about playing on Scatters.com because of the bad reviews that told the KYC process and withdrawal is really hard with them, but I would have never guessed it was this hard.

Dear Samu,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. 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.  It can take a few business days to collect and review your documents to fully verify your account.

Could you please advise if this was your first withdrawal attempt? Have you accumulated your winnings with or without an active bonus?

Also, would you be so kind and forward any relevant communication between you and the casino to kristina.s@casino.guru?

I hope we will be able to help you resolve this issue as soon as possible. Looking forward to hearing from you.

Best regards,

Kristina

Dear Samu,

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.

Unfortunately, we’re forced to reject this case because the player hasn’t responded to our messages and questions. Therefore, we’re not able to proceed with further investigation or suggest possible solutions.

The player can reopen this complaint anytime.