Scatterhall Casino - 決済が遅延しているとのクレームがあります。

Dear Casinoguru Team,

After the payout speed normalized after the last system error that Scatterhall had in February, since last week I and other players, see forum, have been experiencing enormous delays in paying out. My first payout was approved on March 10th, but has not yet been credited to my account. The second is pending since 3/10. I got good help from Scatterhalls and Casinoguru on the last complaint I submitted, and I hope to do the same this time.

Best regards

Nightm4

Liebes Casinoguru Team,

nach dem sich die Auszahlungsgeschwindigkeit, nach dem letzten Systemfehler den Scatterhall im Februar hatte, normalisiert hat, kommt es seit letzter Woche bei mir und bei anderen Spielern, siehe Forum, wieder zu enormen Verzögerungen bei der Auszahlung. Meine erste Auszahlung ist am 10.3 genehmigt wurden, ist aber noch nicht am Konto eingegangen. Die zweite ist seit dem 10.3 schwebend. bei der letzten Beschwerde die ich eingereicht habe, wurde mir von Seiten Scatterhalls und Casinoguru gut geholfen und das erhoffe ich mir diesmal auch.

Mit freundlichen Grüßen

Nightm4

Dear nightm4,

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

Can you maybe contact the casino representative? This has otherwise always reported in the forum, but has not been active for several days.

Können Sie vielleicht den Casino Vertreter kontaktieren? Dieser hat sich sonst immer im Forum gemeldet, ist aber seit mehreren Tagen nicht mehr aktiv gewesen.

Dear nightm4,

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

Ok, I hope the payouts are moving fast now.

Ok, ich hoffe, dass die Auszahlungen jetzt schnell voran gehen.

Unfortunately nothing has happened up to now. can you check if the last payout has already been processed again?

Bis jetzt hat sich leider noch nichts getan. können Sie nachgucken, ob die letzte Auszahlung bereits erneut bearbeitet wurde?

The last confirmed payment from 16.03 has not yet been received in the account and no new one has been processed.

Letzte bestätigte Auszahlung vom 16.03 ist noch nicht am Konto eingegangen und keine neue wurde bearbeitet.

Dear nightm4,

Have you received your withdrawal from the casino yet?

Only those from 03/10 that were not processed from 03/16 and no further payment has been made. .

Nur die vom 10.03 die vom 16.03 nicht und keine weitere Auszahlung ist bearbeitet wurden. .

Another payout has just been approved. However, the payment of March 16 has not been received.

Eine weitere Auszahlung ist gerade genehmigt wurden. Die Auszahlung vom 16.03 ist dennoch nicht eingegangen.

Dear nightm4,

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

Will there be a separate email for the payment from March 16th or will the money arrive now?

Kommt für die Auszahlung vom 16.03 noch eine separate Email oder wird das Geld jetzt so eintreffen.

Nothing has come in yet and the current payout is pending for more than 48 hours again.

Bis jetzt ist noch nichts eingegangen und die aktuelle Auszahlung ist wieder länger als 48 Stunden auf pending.

So far, neither of the two payments has been received and no further ones have been processed

Bis jetzt ist keine der beiden Zahlungen eingegangen und auch keine weitere bearbeitet wurden

I contacted support again via chat on Wednesday and they assured me that they would forward the problem and I would receive an email, which I did not receive. I have not received the payment from 03/16 nor the 03/27. According to the representative, both should have already been credited to my account. I didn't get the promised goodie either.

Ich habe mich am Mittwoch nochmal an den Support via Chat gewendet und die haben mir versichert, dass die das Problem weiter leiten und ich eine E-mail erhalten werde, welche ich aber nicht bekommen habe. Weder die Auszahlung vom 16.03 noch die 27.03 sind bei mir eingegangen. Laut dem Vertreter hätten beide bereits auf meinem Konto eingegangen sein müssen. Den Versprochenen Goodie habe ich auch nicht bekommen.

In addition, 14 days have now passed since the payment was approved.

Außerdem sind jetzt bereits 14 Tage seit dem die Auszahlung genehmigt wurde vergangen.

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

Then why was it said last week that everything was working again?

Wieso hieß es dann letzte woche, dass alles wieder funktioniert?

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. 

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.