Scatterhall Casino - 選手の退会が遅れました。

Hello dear casino guru team I played with a deposit bonus, unfortunately I don't know exactly how much % the bonus had, I deposited €150 max cashout would be €7500 for this deposit bonus. I won and after wagering I had a balance of €2214. I applied for 500€ to checkout, as only 500€ per transaction is possible, I applied for this on 2023-02-24 and I have been waiting since then for my transaction to be approved, but it is still being processed and the live chat(agent) can not help me directly and always puts me off that I should wait, unfortunately I've been waiting for my payout/processing for 3 weeks, please can you help me to get my balance paid out,

I checked the game history and didn't play any forbidden games because I read the bonus conditions and I didn't exceed the max. bet of €5.

KYC is fully verified and this is my 3rd payout at this casino. I had to wait over 1.5 weeks for the 1st and 2nd payout until it was transferred.

According to the terms and conditions, the processing for a payout is processed in 1-2 working days and should be in my bank account a maximum of 5 days from the time after the approval, unfortunately I am waiting more than 3 weeks for my approval.

Thank you for your cooperation and I wish you a nice weekend

Thanks and best regards

thomas h

Hallo Liebes casino guru Team ich habe mit einem Einzahlbonus gespielt leider weiß ich nicht ganz genau wieviel % Der Bonus hatte, Eingezahlt habe ich 150€ max cashout wäre 7500€ für diesen EInzahlbonus. Ich habe gewonnen und nach dem umsetzen habe ich Guthaben in höhe von 2214€ gehabt. Zur Kasse habe ich 500€ beantragt, da nur 500€ pro Transaktion möglich sind, dieses habe ich am 2023-02-24 Beantragt und ich warte seitdem bis meine Transaktion genehmigt wird aber sie ist immer noch in bearbeitet und der Livechat(agent) kann mir nicht direkt helfen und vertröstet mich immer das ich warten soll, leider warte ich schon seit 3 Wochen auf meine Auszahlung/bearbeitung bitte können sie mir helfen das mein Guthaben ausgezahlt wird,

Spielhystorie habe ich durchgecheckt und keine Verbotene spiele gespielt weil ich die Bonusbedingungen durchlese und max. bet über 5€ habe ich nicht überschritten.

KYC ist vollständig verifiziert und dies ist meine 3. Auszahlung in diesem Casino bei den 1. und 2. Auszahlung habe ich auch über 1,5 Wochen warten müssen bis diese überwießen wurde.

Laut AGB steht das die Bearbeitung für eine Auszahlung in 1-2 Werktagen bearbeitet wird und maximal 5. Tage ab dem Zeitpunkt nach der Genehmigung auf mein Bank Konto sein müsste , leider warte ich über 3 wochen auf meine Genehmigung .

Ich bedanke mich für ihre Mitarbeit und wünsche ihnen ein schönes Wochenende

Danke und mit Freundlichen Grüßen

Thomas h.

Dear thomash95,

Thank you very much for submitting your complaint. I’m sorry to hear about your delayed withdrawal. Do I understand correctly that your payment is still pending inside the account without being processed? Is it an internal casino system issue, or it’s related to your account only?

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. 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 good day my payout is still pending after 3 weeks of application without being processed.

Unfortunately, I was told at the beginning after 1 week that there was a problem with the casino's bank and that it was only a few days before my payout was processed. 1 week ago I was told that my application for payment has been forwarded to the finance department and will be processed quickly.

KYC is complete and my first 2 payouts from my first win were also sent to me a long time ago this was 1.5 weeks. Unfortunately, 3 weeks have passed since my second win when I applied for the payout.

According to the terms and conditions (Therms), the payout is approved or checked within 1-2 working days and the payout then takes another 3-5 working days to reach the player.

Unfortunately, as I said, 3 weeks have already passed and the processing is still pending.

Thank you for your help and cooperation, best regards

Thomas H.

Hallo guten Tag meine Auszahlung ist noch Ausstehend nach 3 wochen der Beantragung ohne bearbeitet zu sein.

Leider wurde mir gesagt am anfang nach 1 woche das es ein Problem mit der Bank von dem casino gibt und das es sich nur um wenige tage handelt bis meine Auszahlung bearbeitet wird. Vor 1 woche wurde mir gesagt das mein Antrag zur Auszahlung an die Finanzabteilung weitergeleitet wurden ist und schnell bearbeitet wird.

KYC ist vollständig und meine ersten zwei auszahlung von meinem ersten gewinn wurden mir auch vor langer zeit zugesendet hierbei hat es sich um 1,5 wochen gehandelt. Leider sind nun 3 wochen vergangen nach meinem zweitem Gewinn als ich die auszahlung beantragt habe.

Laut AGB (Therms) werden die Auszahlung innerhalb von 1-2 Werktagen genehmigt bzw geprüft und die Auszahlung dann nochmal zwischen 3 -5 Werktagen brauchen bis sie an den Spieler ankommen.

Leider sind wie gesagt 3 wochen schon vergangen und die Bearbeitung ist noch ausstehend.

Danke für ihre Hilfe und Mitarbeit mit freundlichen grüßen

Thomas h .

Dear thomash95,

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, Scatterhall Casino team, for the update.

Dear thomash95,

I will check back with you at the beginning of next week. Hopefully, all this will be resolved by then. Thank you once again for your patience.

Gladly no problem see you next week have a nice day 🙂

Gerne kein Problem bis nächste woche schönen tag euch 🙂

Dear thomash95,

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

hello good day thanks, what do you mean by goodie? I have real money in my account please do not give me any free spins or credit on it so that it is not linked again under an extra bonus/ max cashout or other conditions!

Thank you Best regards

thomas h

Hallo guten tag danke , was meinen sie mit Goodie ? ich habe Echtgeld auf meinem konto bitte geben sie mir keine freispiele oder ein guthaben drauf damit es nicht wieder unter einem extra bonus/ max cashout oder andere bedingungen verknüpft ist!

danke mit freundlichen grüßen

Thomas h

Dear thomash95,

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

Dear thomash95,

Could you please advise if the withdrawal was processed already? Thank you.

Payout is still pending, I will contact you immediately if this has a different status.

Thank you very much for your help and cooperation.

Kind regards, Thomas h.

Auszahlung ist noch Pending , ich melde mich sofort wenn dieses einen anderen Status hat.

Danke sehr für ihre Hilfe und Mitarbeit.

Mit freundlichen Grüßen Thomas h.

Perfect. I will be waiting for positive news patiently.

Hello, good day, unfortunately my payout is still in transit and it has not yet been sent to my bank account, I can't request any further payout because this payout is still in the queue or on the way, so it blocks the other payout that I would like to request ,

the only thing i can do is cancel this withdrawal and make a new one or scatterhall will take care of it and process the withdrawal manually,

I hope the problem will be solved soon

thank you and have a good evening

Best regards

thomas h

Hallo Guten tag, leider ist meine Auszahlung noch auf Transit und diese wurde noch nicht auf mein Bank Konto gesendet, ich kann auch keine weiter auszahlung beantragen da diese Auszahlung noch in der warteschleife bzw. unterwegs ist somit blockiert es die anderen auszahlung die ich beantragen möchte,

das einzigste was ich machen kann ist diese auszahlung abzubrechen und eine neue zu stellen oder SCatterhall kümmert sie darum und bearbeitet die auszahlung manuell,

ich hoffe das problem wird bald gelöst

danke und einen guten abend

Mit freundlichen Grüßen

Thomas h.

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

Thank you, team at Scatterhall Casino, for providing an update. We remain hopeful that the issue at hand will be resolved promptly, given the increasing number of complaints being received each day.

Dear thomash95,

Could you please advise which payment method you have opted for?

Hello, there is only one payment method available and I cannot choose which and which provider to use to do this, I have no influence on this

As you can see I used BANK TRANSFER.

Thank you very much. Best regards

thomas h

Hallo es ist nur eine auszahlungsmethode verfügbar und ich kann nicht aussuchen mit welcher und mit welchem Anbieter das geschehen soll dazu habe ich kein Einfluss

Wie sie sehen habe ich BANK TRANSFER benutzt.

Danke sehr mit freundlichen Grüßen

Thomas h.

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 dear team yes I will inform you immediately if I have received the money!

I wish you a happy holiday season and nice sunny days. Thank you very much and with kind regards

thomas h

Hallo liebes Team ja ich werde ihnen sofort mitteilen falls ich das Geld erhalten habe!

Ich wünsche ihnen ein gutes frohes Fest und schöne Sonnige Tage danke sehr und mit freundlichen Grüßen

Thomas h.

Thank you very much, thomash95, for your kind words. Happy holiday season to you too. I will check back with you on Tuesday.

Hello, good day, I would like to confirm that I have not yet received the funds

Kind regards, Thomas h

Hallo guten Tag ich möchte ihnen bestätigen das noch kein Eingang der Gelder bei mir angekommen ist

mit freundlichen Grüßen Thomas h

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.