Scatters Casino - Player’s withdrawal has been withheld.

I requested a withdrawal on the 18th of December. They asked me for proof of income the day after which I sent in the 21 of December. On the 3rd of January they asked me for additional bank statement which I sent the same day. Now they’re not replying to emails or doing anything about my withdrawal it’s still pending. Also I have made withdrawals from this casino before.

Dear Sar,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please understand that it is a common procedure for casinos to audit players’ accounts, particularly, after accumulating a bigger win. From our experience, it may take 14 days, but every casino is different and has its own procedure which needs to be followed.

We are left with no other option now just to wait for the casino to complete their additional verification. I will set the timer for 7 days and check back with you next week. If there’s no development by then, we will intervene. I wish I could be of more help. Thank you in advance for your patience.

Best regards,

Petronela

Hi,

Thank you for response. Hopefully the matter will be resolved soon. Please note that it has now been 18 days since my withdrawal request and the casino doesn’t respond to my emails. Also the online chat is always closed as of late.

Thank you very much, Sar, for your reply. I will now transfer your complaint to my colleague Andrej 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.

Dear Sar,

I’m sorry to hear about the complications you have been experiencing. I will take care of your complaint from now on. Can you please confirm whether there has been any progress regarding your case in the meantime?

Hi Andrej,

Apart from receiving the same type of email for the past three weeks that the relevant team will check my documents and get back to me, nothing has happened.

Thank you very much, Sar, for confirming.

I would like to invite Scatters Casino into this conversation.

Dear Scatters Casino,

Can you please indicate the current status of Sar’s account verification process?

We would like to ask Scatters Casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’.

Dear Sar,

We’ve been informed by the casino representative that your withdrawal had been processed last week. Could you please advise if you have received a confirmation and/or you have received your winnings?

Hi,

Hope you are well.

As Andrej confirmed above the withdrawal was paid out last week so now everything should be in order. Please let me know if we can be of further assistance and sorry for any inconvenience.

//Team Scatters

Hi!

My withdrawal request was finally processed and paid out last week after three weeks of stalling. Thank you Andrej for your help in the matter.

Dear Sar,

Thank you for confirming, and for using the Casino Guru complaint resolution center. We’re sorry that your withdrawal had been delayed, but we are glad to hear that you’ve now received your funds. We will now mark the complaint as 'resolved' in our system. Please do not hesitate to contact us in the future if you run into any issues with this or any other casino. We are here to help.

Best regards,

Andrej