The player's unable to withdraw due to ongoing verification.The complaint was successfully resolved.
Scatters Casino - The player's unable to withdraw.
Amount: €7,000
Scatters Casino
Safety Index:HighSafety Index
In line with our review methodology, we calculated the casino’s Safety Index based on more than 20 factors, including its financials, fairness of T&Cs, player complaints, and more. The higher the Safety Index, the more likely you are to receive your winnings without issues.
8.5
Scatters Casino has a Safety Index of 8.5, which makes it a safe casino suitable for most players. Explore this casino’s Safety Index
Resolved
Our verdict
Case closed
RESOLVED
Case summary
3 years ago
Public
Public
3 years ago
Translation
Hello. I haven't deposited too much into the casino so far and I've been lucky enough to win. So far, the payouts have also worked. However, the last payouts are refused because I am supposed to disclose all of my assets. I have also already sent my salary slips, but blacked out my health insurance and processor. Everything else could be seen, including my name.
Now the casino wants my full salary statement and all bank statements. I think it's none of my business when I buy something where, for example.
I think it's pure arbitrariness. It is also interesting that I could continue to deposit. Paybacks are also added to my deposits.
Can you help me?
Automatic translation:
Public
Public
3 years ago
Translation
I would like to briefly summarize again. I submitted three salary slips, but blacked out my health insurance, my tax ID, pension insurance and my clerk. All other numbers are visible, including the payment to my bank account.
The casino even received bank statements from me confirming receipt of salary payments.
The casino does not accept the evidence now because I have just blacked out some private information.
The staff in the chat do not really help. Always justify this with the control of money laundering. If there is any suspicion, I wonder why, in theory, deposits still go.
The casino also wants any bank statements. To protect whether I can afford this. It is also interesting that I can continue to deposit anyway.
Also, the numbers that the casino sends me and that I supposedly deposited are not correct at all.
I've already revealed a lot, the casino can also block me if it thinks that I'm playing beyond my means. I just want to have my winnings paid out, but I don't want to disclose all of my private data.
Automatic translation:
Public
Public
3 years ago
Hello Rese989,
Thank you very much for submitting your complaint and I'm really sorry to hear about your issue with Scatters Casino. I would like to ask you a few more question before we would move forward.
Could you please specify how long is this withdrawal going on so far? When was the last time you deposited or withdrawn from the casino? Do you have any current communication with the casino? If yes, please forward it to nikolas.b@casino.guru.
Please also note that the casino has every right to ask for the documents and they have to be complete otherwise they can suspect some kind of fraud. May seem fishy but unfortunately that's the procedure. I would really recommend you to follow their requirements and send all the documents in the way and format they ask for.
Looking forward to your answer and I hope we will be able to help you out.
Regards,
Nick
Public
Public
3 years ago
Translation
Hello Nick,
The last payment was made on October 22nd, 2021. Withdrawals started on this day. I have now submitted all the necessary documents in the original on October 31, 2021. Nothing has happened since then.
Best regards
Automatic translation:
Public
Public
3 years ago
Dear Rese989,
I know it may seems like a long waiting time but I would still recommend you to wait at least until the end of this week for the money to arrive. It still seems to be still within the time limit. We will make further steps if it wouldn't arrive until then.
Public
Public
3 years ago
Translation
Good Morning,
unfortunately still nothing has happened, meanwhile the casino no longer replies to my messages.
Before I had sent everything in, they always replied, "Now I'm being ignored, now I'm even more concerned about what they're doing with my data."
Best regards
Automatic translation:
Public
Public
3 years ago
Thank you Rese989 for providing additional information regarding your issue. I will now forward your complaint to my colleague Adam who will be assisting you from now on.
Wish you best luck.
Regards,
Nićk
Public
Public
3 years ago
Hello Rese989,
I have reviewed your case and will now try to contact the casino to see if I can help.
I would like to invite Scatters Casino to join this conversation and participate in the resolution of this complaint.
Scatters Casino, can you please provide an update regarding the status of Rese989's account/withdrawal?
Public
Public
3 years ago
A very good morning to you Adam and Theresa,
Many thanks for reaching out, I am sorry to hear that you have encountered some issues with the withdrawal and verification process.
I am already in touch with the payments and verification teams to get to the root of the cause, as soon as I have some more information I will be in touch to provide an update.
Thank you for your patience thus far, I will look to provide more details as soon as they are at hand.
Wishing you both a pleasant day in the meantime,
Best wishes,
George
Public
Public
3 years ago
Hello George,
Thank you very much for your prompt response, we will look forward to your update.
Public
Public
3 years ago
Good afternoon,
Many thanks for your patience whilst I looked into the above complaint.
I have spoken with the relevant teams and the player should be receiving an update on the case within the next day.
This should contain all the details required for the case to be satisfied, however I will await your notification of receipt before I consider any closure of complaint - Can I kindly ask you to let me know if you do NOT receive the details? Many thanks in advance.
Wishing you a pleasant afternoon and evening in the meantime, I look forward to getting this resolved.
Warm wishes,
George
Public
Public
3 years ago
Translation
Hello, everyone,
I still haven't received any information.
Best regards
Automatic translation:
Public
Public
3 years ago
Translation
Hello, everyone,
Unfortunately, nothing came from the casino today either. Interestingly enough, I am now also banned from all other Gammix casinos everywhere - I have not received any reasons for this.
I still have € 10,000 in winnings at scatters - it's a shame that it seems that you can make unlimited deposits anywhere, but if you win too many, the casino causes problems. The bad thing is that I don't even get a single piece of information about what's wrong.
It would be nice if that could be cleared up.
Best regards
rese989
Automatic translation:
Public
Public
3 years ago
Scatters Casino,
Could you please provide some insight into the situation?
Public
Public
3 years ago
Good morning to you both,
Apologies for the delay in response, I was waiting on some details out of office.
I have been advised that the funds have been cleared and paid out to player, and as such we would consider the matter resolved.
If you would be as kind to confirm my response is accurate please Theresa, I would be most grateful.
Looking forward to your response, wishing all parties a pleasant day in the meantime.
Warm regards,
George
Public
Public
3 years ago
Dear Rese989,
I'm glad to hear that you received your payment. 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. We are here to help.
