Scatterhall Casino - 選手の退会が遅れました。

Ladies and Gentlemen

Since March 16, 2023, I have an open payment of €500 that is not being processed. By the way, this is the third time I've had problems like this. I've asked support every other day for help, but they only cover my question briefly with general statements. Every time I was apologized in long texts and still nothing happened at all. This casino is acting against their own terms and conditions!! I need help please because Scatterhall doesn't take my request seriously at all, even though I'm a good customer who plays a lot in this casino group. I have attached an email from support.

Best regards

Alexander O***

Sehr geehrte Damen und Herren,

ich habe seit dem 16.03.2023 eine offene Auszahlung von 500€, die nicht bearbeitet wird. Im Übrigen ist es schon das dritte Mal, das ich solche Probleme habe. Ich habe beim Support jeden zweiten Tag um Hilfe gebeten, aber meine Frage werden nur kurz mit allgemeinen Aussagen abgehandelt. Es wurde sich jedes Mal in langen Texten bei mir entschuldigt und trotzdem passiert einfach überhaupt nichts. Dieses Casino handelt gegen ihre eigenen AGB's!! Ich brauche bitte Hilfe weil bei Scatterhall mein Anliegen überhaupt nicht ernstgenommen wird, obwohl ich ein guter Kunde bin der viel in dieser Casinogruppe spielt. Ich habe eine Mail des Supports dem Anhang beigefügt.

Liebe Grüße

Alexander O***

Dear Slots4ALL,

Thank you very much for submitting your complaint. I’m sorry to hear about your delayed withdrawal.

Over the past week, we have received a number of reports regarding delayed withdrawal requests at this particular casino. The casino has informed us that they were facing issues with their payment provider, which they have now rectified as of Monday, the 27th. We have received confirmation from some players that their withdrawals have been successfully processed.

Please note that there may still be some processing delays as the casino works to clear the backlog of withdrawals that accumulated during the disruption. However, payments have been processed since last Monday and should be reaching players in the coming days.

We appreciate your patience and understanding. Please keep us informed about any further developments.

Thank you for your cooperation.

Best regards,

Petronela

Hello,

thank you very much for your quick answer 🙂. Yes, I was told this in an e-mail, but I am very skeptical as this is not the first time such problems have occurred. But I'll wait and see and I'd be happy if things got moving.

However, they should not make promises to their players lightly and then fail to keep them. In the e-mail, a copy of which I sent you, I was informed of an amount X for my patience, which has not found its way to me to this day.

I keep you informed. thank you very much

Best regards

Alexander O***

Hallo,

vielen Dank für ihre schnelle Antwort 🙂. Ja dies wurde mir in einer E-Mail aus so gesagt, aber ich bin sehr skeptisch da es nicht das erste Mal zu solchen Problemen kommt. Aber ich warte mal ab und würde mich freuen, wenn Bewegung in die Sache kommt.

Trotzdem sollten sie ihren Spielern nicht leichtfertig Versprechungen machen und es dann nicht einhalten. In der Mail, die ich Ihnen in Kopie gesendet habe, wurde mir ein BetragX für meine Geduld angekündigt der bis heute auch nicht den Weg zu mir gefunden hat.

Ich halte Sie auf dem laufenden. Herzlichen Dank

Liebe Grüße

Alexander O***

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 Sir or Madam of Scatterhall,

Thank you for your reply. I'll send an email to support about the goodie, which isn't actually my concern!

I would rather continue to play with you in the future without constant problems. I'll keep you updated on both issues.

Best regards

Alexander O***

Sehr geehrte Damen und Herren von Scatterhall,

vielen Dank für ihre Antwort. Ich werde eine Mail an den Support schreiben, bezüglich des Goodies, wobei es mir eigentlich nicht darum geht!

Ich würde in Zukunft lieber bei Ihnen weiter spielen ohne das es ständig zu Problemen kommt. Ich halte sie bezüglich beider Anliegen auf dem Laufenden.

Liebe Grüße

Alexander O***

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. 

Hello,

Thank you very much for your effort. I'll keep you up to date on what's happening in my case!

Best regards

Alexander O***

Hallo,

vielen Dank für ihre Mühe. Ich halte sie auf dem leufenden was in meinem Fall passiert!

Liebe Grüße

Alexander O***

Thank you very much, Slots4ALL, for your understanding. I will check back with you on Tuesday. Happy holiday season.

Good morning,

I regret to inform you that in my case nothing happened at all. My withdrawal was not processed!

Best regards

Alexander O***

Guten Morgen,

ich muss Ihnen leider mitteilen, das in meinem Fall überhaupt nichts passiert ist. Meine Auszahlung wurde nicht bearbeitet!

Liebe Grüße

Alexander O***

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.