Scatterhall Casino - 選手の退会が遅れました。

Hello, I made a payout of €500 at Scatterhall Casino on 03/29/2023. I have a total of €3900 in my casino account. Since I used a bonus, I am entitled to a total profit of €2500. To date, the status of my withdrawal is marked as "Pending". I am fully verified. I contacted the casino several times via chat and email, but they always said there were problems with the payment service provider NodaPay. The casino no longer responds to emails at all.

And in the live chat, I am referred to the finance department, which, as I said, does not get back to me. I've tried everything to solve the problem myself, but I don't know what to do next. I hope that the problem can be solved quickly.

Best regards

Hallo, ich habe am 29.03.2023 eine Auszahlung in Höhe von 500€ beim Scatterhall Casino veranlasst. Insgesamt habe ich 3900€ auf meinem Casino Konto. Da ich einen Bonus verwendet habe steht mir ein Gewinn von insgesamt 2500€ zu. Bis heute ist der Status meiner Auszahlung als "Pending" markiert. Ich bin komplett verifiziert. Ich habe mich mehrfach an das Casino via Chat und Email gewandt, jedoch wurde immer gesagt es gebe Probleme mit dem Zahlungdienstleister NodaPay. Mittlerweile reagiert das Casino gar nicht mehr via Email.

Und im Live Chat werde ich auf die Finanzabteilung hingewiesen, die sich aber wie gesagt nicht mehr zurück meldet. Ich habe alles versucht um das Problem selber zu lösen aber ich weiß nicht mehr weiter. Ich hoffe das sich das Problem schnell lösen lässt.

Liebe Grüße

Dear Hogi, 

Thank you for submitting your complaint. I'm sorry to hear about the issue you're facing with your withdrawal, and I understand your concern. However, I want to emphasize that we have received many complaints about delayed withdrawals from this particular gambling establishment. Despite our efforts to negotiate and resolve these issues, the casino has chosen to adopt a "No Reaction Policy" towards all complaints. 

The casino is facing technical difficulties with its withdrawal process, which has resulted in payment delays since March 2023. Although the issue appears to be related to the payment provider, we advise players to be aware of the situation. 

I can understand how frustrating it must be to wait for your money without any feedback on when you will receive it. I genuinely hope that your winnings will be sent to you eventually. Could you please email a screenshot of your withdrawal request to nikolas.b@casino.guru? Thank you for your cooperation and prompt response. 

Best regards, 

Nick

Dear Hogi,

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.

Hi Nick, I've already contacted the email you mentioned and sent my screenshots. Is anything else required?

Best regards

Hallo Nick, ich habe mich bereits an die vo dir genannte Email gemeldet, und meine Screenshots geschickt. Ist sonst noch etwas erforderlich?

Liebe Grüße

Thank you Hogi for all the information provided. I will now forward your complaint to my colleague Pavel (pavel.k@casino.guru) who will be assisting you from now on.

Wish you best luck resolving it.

Regards,

Nick

Hello, Hogi!

Thank you for your patience. Now I will be taking care of your complaint and I hope that together we will resolve the problem.

I would like to invite the casino to give them a chance to explain their side of the situation.

Thank you!

Hello Pavel, thanks for the support. I hope that the payment will finally be released after almost 2 months 🙁

Best regards

Hallo Pavel, danke für die Unterstützung. Ich hoffe das die Zahlung nach fast 2 Monaten endlich freigegeben wird🙁

Liebe Grüße

We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.

Hello, I logged into the Scatterhall Casino again and now my account balance is 0€ 🙁. I have not received any information about what happened to my money. I did not receive any information when I asked. I am more than disappointed and hope that I will still receive my prize.

Best regards

Hallo, ich habe mich in dem Scatterhall Casino nochmal eingeloggt und nun ist mein Kontostand auf 0€ 🙁. Ich habe keine Informationen erhalten was mit meinem Geld passiert ist. Auf Nachfrage habe ich keine Informationen erhalten. Ich bin mehr als enttäuscht und hoffe das ich meinen Gewinn noch erhalte.

Liebe Grüße

I am sad to hear it, but in a last few months Scatterhall Casino has used their predatory techniques a lot of times. They still can come back and pay out their players, but, so far, we have not received any response from them.

I have tried to contact the casino repeatedly but had no success. I’m afraid there is not much that can be achieved without cooperation from its side. I will close the complaint as "unresolved" which will decrease the casino rating. I understand this isn't a satisfactory solution to your issue. However, the change in the rating caused by unresolved complaints might help to change the casino's approach. If the casino decides to react, we will reopen the complaint, and you will be notified by email.

We are unable to verify if the casino operates with a license. According to the data on the website, it seems the Scatterhall Casino did have an Antillephone License in the past, but it's possible they do not have it anymore. Still, you may try and contact the Antillephone Gaming Authority at certria@gaminglicences.com or complaints@gaminglicences.com.

Please let me know if you need help with anything regarding the case or if casino will try to contact you (pavel.k@casino.guru). I am sorry I could not be of more help.

Best regards,

Pavel K

Casino Guru Team