The player from Germany requested a 2000 Euro withdrawal on May 29, 2024, and completed an account verification process after the request. Despite contacting support, the player was still waiting for the withdrawal to be processed and had not received any updates. We advised the player to wait at least 14 days for the withdrawal to be processed before intervening. The complaint was rejected due to the player's lack of response to our messages and questions.
Scatters Casino - Player’s withdrawal has been delayed.
Amount: €2,000
Scatters Casino
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Case closed
Our verdict
Player stopped responding
REJECTED
Case summary
6 months ago
Public
Public
6 months ago
Translation
On May 29, 2024, I requested a withdrawal of 2000 Euros. I received an email stating that my withdrawal would be processed within 48 hours. On the morning of May 30, 2024, I received a request to verify my account (even though I believe I had already done this before). Regardless, my account was verified within 30 minutes. However, I am still waiting for the money to be withdrawn. Yesterday, I contacted support, and they sent an email to the finance department. So far, I haven't received any updates. Has anyone experienced how long this process takes?
Automatic translation:
Public
Public
6 months ago
Dear Maddl,
Thank you very much for submitting your complaint. We are sorry to hear about the issue with your withdrawal and understand your concern. However, please bear in mind that it’s quite usual for withdrawals to take a couple of days or even weeks to get fully processed. This means that it may take some time before your money appears in your account. This delay may be caused by unfinished KYC verification or a high volume of withdrawal requests.
That’s why we advise players to be patient, cooperate fully with casino, and wait at least 14 days after requesting their withdrawals before submitting a complaint.
If your account has been successfully verified, your game history checked, your withdrawal approved by the casino, and you still haven't received your winnings by 14 days since requesting the withdrawal, we will intervene and do our best to help you.
Thank you in advance for your patience and understanding.
Best regards,
Kristina
