Scatterhall Casino - プレイヤーの出金依頼が遅れているようです。

i have to pay out a total of 1740 euros at scatterhall

i am fully verified and it is not my first withdrawal.

the first 500 euros were paid on 10.3. processed and still not in my bank account after 1 week.

Furthermore, my next 500 euro payout has been pending for over 1 week and will not be processed, although the terms state that pending payouts are only pending for a maximum of 1-2 working days

ich habe bei scatterhall insgesamt 1740 euro auszuzahlen

ich bin voll verifiziert und es ist nicht meine erste auszahlung.

die ersten 500 euro wurden am 10.3. bearbeitet und sind nach 1 woche noch immer nicht auf mein bankkonto eingegangen.

desweiteren ist meine nächste 500 euro auszahlung seit über 1 woche pending und wird nicht bearbeitet obwohl in den terms steht das austehende auszahlungen nur maximal 1-2 werktage pending sind

Dear fowi30,

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.

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, please, let us know and we will intervene and try to help you.

Thank you in advance for your patience and understanding.

Best regards,

Tomas

the payment of 500 euros was approved exactly 1 week ago on 10.3.

but so far it has not entered my bank account

you don't have to wait 14 days for a bank transfer, 5 working days are enough

until the money arrives in the bank account

The email states max 2-3 working days until the money is there after it has been processed (on March 10th) and no longer

since I've been waiting for my money for more than 1 week after the withdrawal was approved

there is no reason to wait any longer

die auszahlung von 500 euro wurde vor genau 1 woche genehmigt am 10.3.

ist aber bisher nicht auf mein bank account eingegangen

man muss keine 14 tage auf ein bank transfer warten es reichen 5 werktage völlig aus

bis das geld auf dem bank account ankommen sollte

in der email steht max 2-3 werktage bis das geld da ist nachdem es bearbeitet wurde (am 10.3.) und nicht länger

da ich bereits mehr als 1 woche auf mein geld warte nachdem die auszahlung genehmigt wurde

gibt es kein grund länger zu warten

Dear fowi30,

We would like to apologise for the inconvenience caused by the ongoing issue with NodaPay. It has turned out to be a bigger problem than initially anticipated. However, we want to assure you that our team is working hard to resolve all outstanding and missing payouts, and we expect to have all issues resolved by the end of this week.

We understand that this delay may have caused frustration and inconvenience to you, and for that, we offer our sincere apologies. To show our appreciation for your patience during this time, we are working on a small gesture that will be added to your accounts next week. You will receive an email about this shortly.

We want to emphasise that all cashouts will be processed, and we are doing everything we can to ensure that this happens as soon as possible. Once again, we apologise for the inconvenience caused and appreciate your understanding.

Thank you for your continued support.

Best regards,

Scatterhall

Thanks to both parties for your reply.

Dear fowi30,

Did the funds reach your bank account yet? Please let us know.

no i still haven't received the money the payout of 500 euros on 10.3. approved by the casino

hasn't arrived in my bank account for 14 days.

I also have a new payment of 500 euros on 10.3. applied for which has been pending for 14 days and will not be processed.

nein ich habe das geld immer noch nicht erhalten die auszahlung von 500 euro am 10.3. genehmigt vom casino

ist seit 14 tagen nicht auf mein bank account angekommen.

auserdem habe ich eine neue auszahlung von 500 euro am 10.3. beantragt die nun seit 14 tagen pending ist und nicht bearbeitet wird.

Thank you very much, fowi30, for providing the necessary information. I will now transfer your complaint to my colleague Veronika (veronika.l@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.  

Dear fowi30,

I will be taking care of your complaint from now on. I've just reviewed your case and fully understand your concerns about getting the payouts. I'll try my best to help you resolve the issue by contacting the casino.

Dear Scatterhall Casino representative, do you have any updates regarding the issues with NodaPay? And can you give us more information about why the second withdrawal hasn't been processed yet?

Dear fowi30,

We would like to inform you that the final stages of testing have started this morning, and all payments and processing will resume on Monday, March 27th. We understand that this has been a frustrating experience for everyone, and we apologise for the inconvenience caused.

As mentioned previously, you should all soon find a goody in your player accounts as a token of our appreciation for your patience and understanding. We hope that this gesture will help make up for the disruption caused by the recent issues.

Again, we apologise for the entire mess and assure you that we are doing everything we can to resolve the situation as quickly as possible. Thank you for your cooperation and continued support.

Best regards,

Scatterhall

Scatterhall Casino, please let us know once the player's winnings have been processed.

Dear fowi30,

We would like to take this opportunity to express our sincere appreciation for your patience and understanding during the recent delay in processing payments. We understand that this has been a frustrating time for you, and we want to assure you that we have been working tirelessly to resolve the issue as quickly as possible.

We would like to apologise for any inconvenience this may have caused you and for any stress or worry that it may have caused. Unfortunately, we have been experiencing a larger issue with one of our payment portals, which has impacted our ability to process payments as efficiently as we would like.

However, we are pleased to announce that payments are now moving again, and we will be processing cashouts for our players today. We know that this news will come as a relief to you, and we are working hard to ensure that this delay does not happen again in the future..

As a token of our appreciation for your understanding, we would like to let you know that each player will find a small goodie in their account in the coming days. We hope that this gesture will help to make up for any inconvenience caused and that you will be able to enjoy your time playing on our platform.

Once again, we apologise for any inconvenience caused by the delay in processing payments. We wish you the best of luck with the goodie you will receive soon and look forward to continuing to provide you with the best possible gaming experience.

Thank you for your continued support and understanding.

Sincerely,

Scatterhall / Spinpirate

I still haven't received any money into my bank account

ich habe immer noch kein geld auf mein bankkonto erhalten

Dear Scatterhall Casino representative,

please update us on the status of fowi30's payment.

Dear players,

We hope this message finds you well. We regret to inform you that it has come to our attention that payments are still being stuck at NodaPay. We were only made aware of this issue Thursday Late afternoon and have been trying to contact NodaPay to resolve it. Unfortunately, we have not been able to get through to them so far.

In the meantime, we want to let you know that Live Chat will be booking the goodies onto player accounts from today onward (one goodie per account waiting). If you have been affected by this issue and are still awaiting your goodie, please get in touch with Live Chat about it.

We understand how frustrating this situation can be, and we appreciate your patience and understanding as we work to resolve this issue. Thank you for your continued support, and we will keep you updated on the progress of this matter.

Best regards,

Scatterhall / Spinpirate

Dear players,

We hope this message finds you well. We regret to inform you that it has come to our attention that payments are still being stuck at NodaPay. We were only made aware of this issue Thursday Late afternoon and have been trying to contact NodaPay to resolve it. Unfortunately, we have not been able to get through to them so far.

In the meantime, we want to let you know that Live Chat will be booking the goodies onto player accounts from today onward (one goodie per account waiting). If you have been affected by this issue and are still awaiting your goodie, please get in touch with Live Chat about it.

We understand how frustrating this situation can be, and we appreciate your patience and understanding as we work to resolve this issue. Thank you for your continued support, and we will keep you updated on the progress of this matter.

Best regards,

Scatterhall / Spinpirate

Dear players,

We hope this message finds you well. We regret to inform you that it has come to our attention that payments are still being stuck at NodaPay. We were only made aware of this issue Thursday Late afternoon and have been trying to contact NodaPay to resolve it. Unfortunately, we have not been able to get through to them so far.

In the meantime, we want to let you know that Live Chat will be booking the goodies onto player accounts from today onward (one goodie per account waiting). If you have been affected by this issue and are still awaiting your goodie, please get in touch with Live Chat about it.

We understand how frustrating this situation can be, and we appreciate your patience and understanding as we work to resolve this issue. Thank you for your continued support, and we will keep you updated on the progress of this matter.

Best regards,

Scatterhall / Spinpirate

I don't want goodies, I want my money and I want it fast

ich will keine goodies sondern mein geld und zwar schnell

We appreciate the updates and acknowledge that resolving the payment provider issue may pose a challenge for the casino. However, it is our stance that players should not have to wait for over a month to receive their winnings. As a result, we will grant the casino one more week to rectify the situation. If we do not receive confirmation from players that they have received their funds by Tuesday next week (11th of April), all ongoing complaints will be marked as unresolved. The casino will have the opportunity to reopen these cases once the issue has been resolved. We hope that the one-week deadline will be sufficient for all withdrawals to be processed successfully. We kindly request that players inform us if they receive their funds by Tuesday. Thank you for your patience and cooperation. 

Dear fowi30,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

I still haven't received any money

ich habe immer noch kein geld erhalten

Disappointingly, it appears that the issue of delayed payments has not been resolved. Despite acknowledging that the casino may not be entirely to blame, we have received reports from several players indicating that the payment provider is unaware of the problem. Furthermore, we have not received any updates from the casino on this matter. As a result, we have decided to close all outstanding complaints as unresolved.

We understand that this decision may be unsatisfactory for players who are awaiting their winnings, but we hope that it will prompt the casino to take action. We hope that the decrease in the casino's rating, as a result of these unresolved cases, will serve as a motivation for them to make the necessary changes. The casino may request that the complaint be reopened in the future if the withdrawal process is fixed. In the meantime, we urge the casino to inform its players about the withdrawal issue and to work diligently to find alternative payment methods for its customers.