Scatters Casino - Player’s withdrawal was delayed and winnings were confiscated.

Good afternoon,

I did have my account verified ,I did attach two proofs that my account has been verified.I was told yesterday by an agent that my withdrawal would be processed immediately ,however,I haven't received any.Now I tried to login in my account for the chat and another agent is keep blocking me from chatting .I would need my withdrawal as per casino policy to pay me in 8 hrs max and I haven't received any.

Dear rrgnagib,

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,
Complaints Resolution Center

Hello as you was informed with the proofs provided that my account has been verified...unfortunately, after they knew I did file a complaint with u,they started to mention that my account is still under review ..again ..pls look at the attached proof about account verification in my previous email

Important updates they did cancel my winnings 5 days ago beacuse I am from Canada and said I am not allowed to play here then they saidvthey will refund me my original deposit and till now they haven't refund me and they ignore my emails..I tried to speak with livechat they say they have no information....they took my winnings and now they don't want to refund me ...it's totally unacceptable and unfair

Thank you for your reply, rrgnagib. We accept the situation when the casino allows players from restricted countries to open an account as long as they don’t use this as an opportunity to later cancel the player’s legitimate winnings. Simply said – if the casino allows players from restricted countries to deposit and play, they should pay out their winnings as well. However, if the player personally chose to make deposits and lost, we believe they are not eligible for any refunds because they could lose their deposits in the same manner at any other casino.

• Could you please forward all the relevant communication between you and the casino to kristina.s@casino.guru? Alternatively, you can post it here.

Thank you in advance.

Hello I did send you the communications with the casino to the email you provided as you advised me.

Best regards

Ramy N***

Thank you very much, rrgnagib, for your cooperation. I will now transfer your complaint to my colleague Peter (peter.m@casino.guru) who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.  

Hi rrgnagib,

I have looked at your case and understand the situation. Let me contact the casino and I will do my best to help. I would like to invite Scatters Casino to the conversation to participate in the resolution of this complaint.

Another update: the casino sent an email as attached saying they did process the payment and it takes 3- 7 days....unfortunately for crypto withdrawal it's instant or can take only few hrs and until this moment nothing has been received

It's totally unacceptable to play games like that and keep blaming the delay for my wallet address not valid..!!!!!!!

Another update to casino Guru to prove that scatters casino are lairs and play games....

1) there is no payment have been received in spite of the fact that crypto transfer is instant or takes only few mi uses.

2) I already did receive withdrawals to my wallet....it means they r lairs beacuse they say my address is invalid.

3) I did provide them with my litecoin wallet and they will come back saying the wallet address is invalid as they did that before.

4) be advisedbthat they owe me 4000 and they only want to refund my deposit.

How can they be allowed to stay in business with this dirty business...see how many days they hold money and then they come with more lies...I hope casino guru will take necessary steps to protect players from this misconduct and dishonesty.....shame on scatters casino ..

4

Dear Player,

Thank you for reaching out to us regarding your account. We understand your frustration and would like to address your concerns.

Firstly, we would like to clarify the status of your account. As previously informed, your account was closed and the balance was adjusted, leaving the initial deposit amount of $2,133.56. This action was taken because your registration was from a restricted territory, as outlined in our terms and conditions -

"2.1. By entering and using our site you state and confirm subject to sole liability that you are over 18 years of age or comply with a higher minimum legal age, stipulated in the jurisdiction of your residence under the laws applicable to you. It is your sole responsibility to know whether online gambling is legal in your country of residence."

Regarding the payout of your initial deposits, we can confirm that these transactions were processed yesterday. The first attempt to process the withdrawal failed due to an invalid wallet address, as confirmed by our payments team. However, the corrected transaction has been sent from our end.

If you have not yet received the funds, please reach out to our support team via Live Chat or Email and if necessary they will be able to escalate this for you. It is important to note however that from our end we have processed the funds & any delay would be due to a third-party provider which is something out of our control.

Regards,

Scatters Casino

A new update: the refund for my initial deposit for the amount of 2,133.56 has been received ,however I haven't received the rest of my money

4000-2133.56=1867$

Will leave it for casino guru to deal with that since I am tired from requesting my money from scatters casino

Hi all,

Thank you for your replies.

Dear rrgnagib,

Could you please specify where did you open your account from, and if you are located in Ontario?

Good morning

Ontario/yes

Important

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When I did open my account, I had no idea that they don't accept players from Ontario. If I have been told,I would not deposit any dollar in the casino.

The casino have my full address showing Ontario address plus they also did allow me to deposit about 10 times since I was losing and losing ,they kept pretending they were nit aware I am from ontario. They did verify my account ,and they they kept me playing, losing ,and pretending they don't know I am from Ontario.When I did request a withdrawal ,they did verify my account again and pretending they don't know I am from ontario.

Finally,I won 4000,at this point,they did suddenly realize I am from ontario!!!!!!!!!

That's totally unfair neither unprofessional.

When I was losing ,they r ok to play from ontario....when I win,they don't pay...again they have my full address from ontario,they know I did deposit almost 10 times,they verify my account 2 times which includes my ontario address and they let me to continue to deposit and lose......

Important

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Look at the two attachments, u will find that they did verify my account two times at two different dates once in June 02 and another one in June 04 and I was completely verified....they didn't realize I am from ontario when they did verify my address????? If they have missed the first time,they didn't realize in second verification I am from ontario!!! They did allow me to play after that as well in an attempt to play and lose the winning...when I did win,they started to say he is from ontario to hold my winning....again it's totally unfair and unprofessional.

Thank you rrgnagib for your reply.

Dear Scatters Casino team,

Could you please explain how the player was able to register from a restricted country/region and how is it possible that his account was verified twice?

Dear rrgnagib,

I'm afraid I won't be able to help you with this one. We received further evidence from the casino and it suggests that you used a VPN service get around the IP block on the casino's website. The casino automatically blocks players from Ontario but the rest of the country is allowed to play. Regarding the verification procedure, the casino's system is not flawless. I acknowledge that it may mislead players into believing their accounts have been verified; nevertheless, there are multiple verification stages that must be successfully completed.

I do use VPN to protect my data ,information and security not to go around the ip address ESPECIALLY THAT MY ADDRESS WITH THE CASINO IS STATING THAT I AM FROM ONTARIO WHICH CLEARLY MEANS I AM NOT AWARE THAT ONTARIANS R NOT ALLOWED TO PLAY HERE AT THIS POINT,THEY SHOULD NOT ALLOW ME TO DEPOSIT AND DEPOST AND DEPOSIT 10 TIMES THEN THEY FOUND THAT I AM FROM ONTARIO...AGAIN ITS CLEARLY STATED ON MY ADDRESS THAT I AM FROM ONTARIO!!!!and I expect they let players know that vpn is not allowed at the time of registration or on their website especially there are a lot of casinos are vpn friendly..how the players can guess or memorize which casinos r allowed and which casinos r not if there is no clear note on their website stating vpn is not allowed.Does the player have to go through all that to discover this casino is not vpn friendly or does the player have to memorize the list of casinos which r vpn friendly and which aren't. It shouldn't go backwards!! In other words,the only way to discover if this casino is vpn friendly or no is to deposit and go through all that...and if they allow canadians to play,how I will jump with my mind that my province is THE ONLY PROVINCE THAT ARE NOT ALLOWED !!! It's totally understood that they allow all canadians to play except my province,the question is: how can I know that?and if a player from another part of canada except my province is using vpn,would you still allow him to play or no?

They can put as many rules and terms as they want,however,I don't have to go through all that to get my refund and my winning....I am sure there is an easier way to do that than to get me to deposit 10 times then u discover that I am from ontario....especially I put my address from ontario...again at the time of registration, my address is stating I am from ontario...which means there is no intention to go around the ip address,meanwhile there is a potential intention from the casino to allow ontarians to deposit and then surprisingly they realized they are from ontario.

Summary...they have my address stating I am from ontario...how I was allowed to deposit if they don't accept ontarians? And how they

And how they didn't notice I am from ontario at the time of registration [even before any deposit]

In other words if I put my address in any other part of canada ,then they have the right not to pay my winni g,but if I was honest and provide my address in ontario that means that I have no idea that ontarians r not allowed and t also means they have neglected this information and did allow me to deposit 10 times then they realized I am from ontario after I won...

not sure if they restrict players from Canada or from ontario or from where exactly, read the attachment,I am sure they would come with an execuse.

Important

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If I was playing from another province [apart from ontario]with my ontario address[with no vpn],I should be banned...bcoz my address from ontario and u don't allow ontarians to play[even no vpn]

I was supposed to be banned no matter I use vpn or not bcoz my address from ontario...the fact that their team didn't catch that or the fact that they dont review people registeration on their platform,it's considered negligence from their side ,and lack of knowledge and shouldn't be blamed on vpn ...since I didn't hide my ontarian address neither provided a fake address out of ontario.

At the time of registering, Ontario was listed as one of the provinces to choose.. .if u don't allow ontarians u should not put ontario as an option.....

Lots of casinos don't allow ontarians to gamble and they do NOT list ontario as an option...

Again u did allow me to sign up with an ontario casino and gamble and now I'm realized I am from ontario... it's totally a joke

Dear rrgnagib,

We realize that the system used by the casino isn't perfect and that there's a lot of automation. However, if you haven't used the VPN service, the IP block would have been activated and this problem wouldn't have occured. Since the casino refunded your deposits, I'm afraid there's nothing we can do to help you. Unfortunately, we have no other option but to reject this complaint. If you disagree with our decision and are still convinced that you should get paid your winnings, please turn to the casino's gaming authority for further help (https://casino.guru/licensing-authorities/kahnawake-license). I wish I could help you more.

Best regards,

Peter