Scatterhall Casino - 選手の退会が遅れました。

Good day,

Around 03/29/2023 (unfortunately I don't know exactly because I can't see in the transaction history when the payout was made) my payout of €290 was approved. After about 3 weeks that I still haven't received the payout, I wrote to the support, they told me to please contact the finance department by email because the casino is currently having problems with the payment provider (NodaPay). and delayed payouts may occur. No sooner said than done, I wrote to the finance department and still haven't received a single answer. Unfortunately, the live chat cannot do anything at this point and always refers to the e-mail from the finance department. I've been waiting for my payout for almost 5 - 6 weeks now and just don't know what to do anymore. It would be great if I could be helped.

Best regards

Fabian H***.

Guten Tag,

Circa am 29.03.2023 (Genau weiß ich es leider nicht, da ich in der Transaktionshistorie nicht sehen kann, wann die Auszahlung getätigt wurde) wurde meine Auszahlung in Höhe von 290€ genehmigt. Nach ungefähr 3 Wochen, in der ich die Auszahlung noch nicht erhalten habe, schrieb ich den Support an, diese haben mir gesagt, ich solle doch bitte die Finanzabteilung per E-Mail kontaktieren, da das Casino momentan mit dem Zahlungsanbieter (NodaPay) Probleme hat und es zu verzögerten Auszahlungen kommen kann. Gesagt - getan, Finanzabteilung angeschrieben und bis heute noch keine einzige Antwort bekommen. Der Livechat kann an der Stelle leider auch nichts machen und verweist immer auf die E-Mail der Finanzabteilung. Ich warte nun schon seit knapp 5 - 6 Wochen auf meine Auszahlung und weiß einfach nicht mehr weiter. Es wäre super wenn mir geholfen wird.

Liebe Grüße

Fabian H***.

Dear lordfabii, 

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. 

As a caution to potential players, we have included two warnings in our review for this casino, alerting them to the fact that withdrawals are not being processed promptly: 

Players complain about extremely long withdrawal times 

We have received or seen numerous complaints from players whose withdrawals have been taking an unreasonable amount of time 

Delayed withdrawals 

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 advise if you have made any successful withdrawals before? Have you accumulated your winnings with or without an active bonus?

Additionally, if there is any relevant communication between you and the casino, please forward it to kristina.s@casino.guru. Alternatively, you can post it here.

Thank you for your cooperation and prompt response. 

Best regards, 

Kristina

Hello,

at this casino I have always played with an active bonus. In addition, I was previously able to successfully withdraw a withdrawal of €300.

Best regards

Hallo,

in diesem Casino habe ich immer mit einem aktiven Bonus gespielt. Außerdem habe ich davor eine Auszahlung in höhe von 300€ erfolgreich abheben können.

Liebe Grüße

Thank you very much, lordfabii, for your cooperation. I will now transfer your complaint to my colleague Pavel (pavel.k@casino.guru) who will be at your service. However, I would like to warn you that it seems to be a common practice of Scatterhall Casino to ignore us completely in our attempts to mediate any kind of issue. Regardless of many unresolved complaints, we keep on trying.

Hello, lordfabii!

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 try to invite the casino to give them a chance to explain their side of the situation.

Thank you!

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.

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