Scatters Casino - Der Rückzug des Spielers wurde verzögert.

Hi,

I paid a total of € 2,000 in a few months.

Now I wanted to pay out € 700, but the casino is trying to verify my account.

(My documents were returned 5 times + explanation why I deposited more than I earned in a month)

There was an explanation on my part because my grandpa passed away and I got cash from my father. The explanation was apparently not sufficient, because on my bank receipt (deposit of € 2,000, - my name is not visible, but account number, however). So they asked for a bank slip with a name, which is not possible with a cash deposit.

Worst audacity plays in no case there, otherwise you will have also so long for your payout wait (probably everything herauszuzögern, so that one again lost everything 🙂).

Hallo,

ich habe insgesamt in einigen Monaten € 2.000,- eingezahlt.

Jetzt wollte ich € 700,- auszahlen, jedoch stellt sich das Casino quer mein Konto zu verifizieren.

(Meine Dokumente wurden 5 mal zurückgeschickt + Erklärung warum ich in einem Monat mehr eingezahlt habe als ich verdiente)

Hierfür gab es eine Erklärung meinerseits, da mein Opa verstorben ist und ich Bargeld von meinem Vater bekam. Die Erklärung war anscheinend nicht ausreichend, da auf meinem Bankbeleg (Einzahlung von € 2.000,- nicht mein Name ersichtlich ist, Kontonummer jedoch allerdings). Sie verlangten also einen Bankbeleg mit einem Namen, was nicht möglich ist, bei einer Bareinzahlung.

Ärgste Frechheit, spielt auf keinen Fall dort, sonst müsst ihr auch so lange auf eure Auszahlung warten (wahrscheinlich um alles herauszuzögern, damit man nochmal alles verspielt 🙂).

Dear Michael,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Would you be so kind and forward any relevant communication between you and the casino to kristina.s@casino.guru?

Additionally, I would like to point out, that the casino can ask you for a source of income, however the bank statement has to be issued in your name and the name has to be visible.

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

Best regards,

Kristina

Hi Michael,

Sorry to hear that. We'll check what has happened and get back to you.

Have a nice day.

Dear Michael,

We are extending the timer by 7 days. Please, be aware that in case you fail to reply in the given time frame, we will reject your complaint.

Additionally, I would like to thank the Scatters Casino for taking time to respond to this complaint.

Additional comments from the player:

"My problem is this:

I have on 16.06. a payment of € 700 has been requested.

It has original until 06/22. took my account to verify. When that was done, my gaming account was blocked due to gambling addiction.

Now on June 24, 2020, I submitted my bank details for payment (which they already had because of bank documents).

No answer until now. Neither support nor managers of the support staff can say anything about it.

Please clarify. Thank you!!"

Zusätzliche Kommentare vom Spieler:

"Mein Problem ist folgendes:

Ich habe am 16.06. eine Auszahlung in Höhe von € 700,- angefordert.

Es hat original bis 22.06. gedauert mein Konto zu verifizieren. Als das erledigt war, wurde mein Spielkonto wegen Spielsucht gesperrt.

Nun übermittelte ich am 24. Juni 2020 meine Bankdaten zwecks Auszahlung (die sie ja schon hatten wegen Bankbelegen).

Bis jetzt keine Antwort. Weder Support, noch Manager der Support Mitarbeiter können etwas dazu sagen.

Bitte um Klärung. Danke!!"

Thank you very much Michael for your email. I will now transfer your complaint to my colleague Peter who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction soon.

Michael, I would like to ask you to reply here in this thread in the future. This is the easiest and quickest way of communication.

fits, thank you!

passt, vielen Dank!

Hi Michael, I'm taking over your complaint. I read all those chat transcripts and understand your situation. I would like to ask the Scatters Casino to reply to this complaint.

Hi Michael,

Please note that the remaining balance of €700.01 has been issued to you via wire transfer.

This was done yesterday at 03:13 PM.

If you have any other questions don't hesitate to reach out.

We're sorry for any inconvenience and we wish you a nice day.

//Team Scatters

After a total of 22 days you made it, congratulations!

Thanks @casinoguru for the quick processing (not 22 days like at the casino) 🥴

Scatters Casino - I will report the complications to everyone around me. You should be careful to prevent something like this in the future, otherwise you have no more customers soon 🙂

Nach insgesamt 22 Tagen habt ihr es geschafft, herzlichen Glückwunsch!

Danke @casinoguru, für die rasche Bearbeitung (nicht 22 Tage wie beim Casino) 🥴

Scatters Casino - ich werde in meinem gesamtem Umfeld über die Komplikationen berichten. Ihr solltet darauf achten, soetwas in Zukunft zu verhindern, sonst habt ihr bald keine Kunden mehr 🙂

Thank you Michael and Scatters Casino for the replies. Michael, I'm glad to hear that your issue got resolved and you received your money. 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.

Best regards,

Peter