Scatterhall Casino - 選手の退会が遅れました。

Hello Casinoguru team,

I won €1000 at Scatterhall Casino on 03/03/2023.

Since there is a daily withdrawal limit of €500, I have only been able to request a withdrawal of €500 so far.

This is still "Pending" so it has still not been processed by the casino.

After 15 days of waiting, my patience is now over.

I ask for your help

Best regards

Hallo Casinoguru Team,

ich habe am 03.03.2023 im Scatterhall Casino 1000€ gewonnen.

Da es ein tägliches Auszahlungslimit von 500€ gibt konnte ich bis zum jetzigen Zeitpunkt lediglich eine Auszahlung von 500€ beantragen.

Diese ist immer noch auf "Pending", also wurde diese vom Casino immer noch nicht bearbeitet.

Nach 15 Tagen Wartezeit ist meine Geduld nun zu Ende.

Ich bitte um Ihre Hilfe

Mit freundlichen Grüßen

Dear antonsp,

Thank you very much for submitting your complaint. I’m sorry to hear about your delayed withdrawal. Could you please advise if it was your first withdrawal in this casino? Have you accumulated your winnings with or without an active bonus, please?

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. That’s why we advise players to be patient and wait at least 14 days after requesting their withdrawals before they submit a complaint. Assuming, that you have completed KYC verification successfully and had your withdrawal approved, I truly believe it’s only a matter of time before you’ll receive it.

Looking forward to hearing from you. Thank you in advance.

Best regards,

Petronela

Hello,

it wasn't my first payout at the casino. I'm already fully verified.

I played with a bonus. The maximum payout for this is according to the bonus conditions

50x the value of the last deposit. Since my last deposit was €20, the €1000 is exactly right.

More than 14 days have already passed.

Best regards

Hallo,

es war nicht meine erste Auszahlung in dem Casino. Ich bin bereits vollständig verifiziert.

Ich habe mit einem Bonus gespielt. Die maximale Auszahlung dafür beträgt laut Bonusbedingungen

50x den Wert der letzten Einzahlung. Da meine letzte Einzahlung 20€ betragen hat passt es mit den 1000€ genau.

Es sind bereits mehr als 14 Tage vergangen.

Mit freundlichen Grüßen

Dear antonsp,

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

Thank you very much, Scatterhall Casino team, for the update.

Dear antonsp,

Since the casino is experiencing difficulties but working on resolving the issue, I will keep this complaint open till your confirmation about the successful withdrawal. Please bear with me a little while and keep me informed about any further developments.

Hello,

now the week is almost over. The payment is still on "pending".

Hallo,

mittlerweile ist die Woche so gut wie vorbei. Die Auszahlung steht nach wie vor auf "pending".

Dear antonsp,

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

Dear antonsp,

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

Hello,

So my payout hasn't been processed yet.

Hallo,

also meine Auszahlung wurde heute noch nicht bearbeitet.

Thank you, both sides, for the update.

Since all the payments have been resumed from yesterday, please allow a few working days for the funds to reach your account and keep me informed about any further developments. Thank you very much in advance.

Hello,

since nothing has happened yet, I ask you to set a deadline for the casino. Even if I won't get my money, it should be the top priority for the team at Casinoguru to protect other players from this casino. With the current rating of 7.2 I won't be the last to play there based on this rating.

Hallo,

da sich immer noch nix getan hat bitte ich darum dem Casino eine Deadline zu setzen. Auch wenn ich mein Geld nicht bekommen werde, sollte es doch für das Team von Casinoguru dir oberste Priorität sein weitere Spieler vor diesem Casino zu beschützen. Bei der aktuellen Bewertung von 7.2 werde ich nicht der letzte sein, der dort aufgrund dieser Bewertung dort gespielt hat.

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 received already several confirmations from players that they received their payments. Have there been any developments regarding your withdrawals, please?

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

How about making the withdrawals with Mifinity. That would be at least the same payment method that was used to make the deposit.

What should I do with a goodie if I don't have a credit balance on my account that can be withdrawn yet.

A month has now passed. I have no understanding for the current situation. Other casinos don't seem to have any issues with Nodapay.

Wie wäre es die Auszahlungen mit Mifinity vorzunehmen. Das wäre zumindest die selbe Zahlungsmethode mit der auch die Einzahlung vorgenommen wurde.

Was soll ich mit einem Goodie, wenn ich noch nicht auszahlbares Guthaben auf meinem Konto habe.

Mittlerweile ist ein Monat vergangen. Für die aktuelle Situation habe ich kein Verständnis. Andere Casinos haben anscheinend keine Probleme mit Nodapay.

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.