Scatterhall Casino - 選手の退場が遅れる。

Hello,

I have a problem with Scatterhall Casino. My withdrawal is promised to be processed for over a month now. My account is fully verified. Could we deal with the issue? I will attach our emails below.

Respectfully,

Sven

Hello highwaaaaYsTAr6423,

Thank you very much for submitting your complaint and I'm really sorry to hear about your issue with Scatterhall Casino. Please allow me to ask you a few more question before we would move forward.

Could you please advise since when is your account fully verified? Did you accumulate your winnings with real money or did you use a bonus? When was the last time you spoke to the casino and what was it about?

Looking forward to your answer.

Regards,

Nick

Hello,

I verified my account before I made a withdrawal request, that was more than a month ago. I accumulated my winnings with bonus but I wagered my winnings. Spoke to the casino via live chat a few days ago regarding my pending withdrawal request. Thank you.

Thank you highwaaaaYsTAr6423 for all the information provided. I will now forward your complaint to my colleague Veronika (Veronika.l@casino.guru) who will be assisting you from now on.

Wish you best luck resolving it.

Regards,

Nick

Thank you for your help.

Dear highwaaaaYsTAr6423,

I will be taking care of your complaint from now on. I've just reviewed your case and fully understand your concerns about getting the payout. I'll try my best to help you resolve the issue by contacting the casino.

I would like to ask Scatterhall Casino to join the conversation and aid in the resolution of this complaint. According to the emails between customer support and the player, there have been some system issues that have caused delays in the payout processing. Have those issues been resolved yet? When can the player expect his winnings to be paid out?

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

Hello everyone,

I think that issue came up well before Thursday. Because I contacted your support in February and they told me the same information your representative has given right now. I will attach a screenshot of an e-mail that could prove it. In addition, I was told the same thing by chat a few days prior to this e-mail.

Kind regards

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 for your response. I hope one-week deadline will be sufficient for all my withdrawals to be processed successfully too. It would be great if Scatterhall casino representative would confirm that here also.

Best regards

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.