Hello dear Casino Guru team,

I applied for my payout of 500 euros on 03/14/23. After last Friday there was still no change in the status of my payout, I tried several times to contact the live chat, which, however, only answered automatically generated sentences. Submitted tickets will also not be responded to.

I still have 350 euros in my player account which I can't withdraw either as the site refuses to process my first withdrawal.

According to the casino's terms and conditions, the processing time of the payout is 1-2 working days + 1-3 bank days until the money reaches me. This period has now been exceeded by far. I ask for help !

Hallo liebes Casino Guru Team,

ich habe am 14.03.23 meine Auszahlung von 500 Euro beantragt. Nachdem vergangen Freitag immer noch keine Ver?nderung des Status meiner Auszahlung zu sehen war, habe ich mehrfach versucht den Live - Chat zu kontaktieren, der mir allerdings nur automatisch generierten S?tzen antwortet. Auf eingereichte Tickets werden ebenfalls nicht reagiert.

Ich habe nach wie vor 350 Euro auf meinem Spielerkonto, die ich auch nicht abheben kann da die Seite sich weigert meine erste Auszahlung zu bearbeiten.

Laut AGB′s des Casinos, ist die Bearbeitungszeit der Auszahlung 1-2 Werktage + 1-3 Banktage bis das Geld bei mir ankommt. Dieser Zeitraum ist nun bei weitem überschritten. Ich bitte um Hilfe !

Dear Lars1291,

Thank you very much for submitting your complaint. We are sorry to hear about the issue with your withdrawal and understand your concern. However, please bear in mind that 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. This delay may be caused by unfinished KYC verification or a high volume of withdrawal requests.
That’s why we advise players to be patient, cooperate fully with casino, and wait at least 14 days after requesting their withdrawals before submitting a complaint.

If your account has been successfully verified, your game history checked, your withdrawal approved by the casino, and you still haven't received your winnings by 14 days since requesting the withdrawal, we will intervene and do our best to help you.
Thank you in advance for your patience and understanding.

Best regards,
Complaints Resolution Center

Short update: 03/21/23 -> First withdrawal request of 500 € is still on "pending" (day 7) - another 1500 euros are on the wallet.

Kurzes Update : 21.03.23 -> Erster Auszahlungsantrag von 500€ steht noch auf " Pending " ( Tag 7) - weitere 1500 Euro befinden sich auf der Wallet .

updated 3/22/23

First withdrawal request from 03/14/23 is still on "pending" (day 8).

another 1500€ are on my wallet and are waiting to be paid out.

Update 22.03.23

Erster Auszahlungsantrag von 14.03.23 steht nach wie vor auf ? Pending ? ( Tag 8 ).

weitere 1500€ sind auf meiner Wallet und warten darauf ausgezahlt werden zu k?nnen.

update 23.03

The first payment request from 03/14/23 is still on "Pending" (day 9), another 1500 are on my wallet and are waiting to be paid out.

still no reaction from Scatterhall

Update 23.03

Erster Auszahlungsantrag von 14.03.23 steht nach wie vor auf " Pending " ( Tag 9), weitere 1500 sind auf meiner Wallet und warten darauf ausgezahlt werden zu k?nnen.

weiterhin keine Reaktion von Scatterhall

Dear Lars1291,

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 Lars1291,

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 Lars1291,

I am pleased to inform you that your payment has been successfully processed and should be with you soon. We apologise once again for any past issues that may have caused you inconvenience or frustration.

We value you as a customer and want to assure you that we are continuously working to improve our services to better meet your needs. We hope that you will continue to enjoy our casino and all that we have to offer.

Wishing you the best of luck in all your future gaming endeavours.

Best regards,

Scatterhall

Hello everyone,

Thank you both for your replies.

Lars1291, please let us know when you receive the withdrawal.

Hello dear Casino Guru team,

I've been waiting patiently for the past few days. Unfortunately, I haven't received a single payment so far. The casino changed the status of the withdrawal to "Completed" last week Friday, however after more than a week I still haven't received any money. (5 working days have passed since)!

I am happy to provide my account information as proof.

I ask for help !

Hallo liebes Casino Guru Team,

ich habe die letzten Tage geduldig gewartet. Leider ist bis jetzt keine einzige Auszahlung bei mir angekommen. Das Casino hat den Status der Auszahlung letzte Woche Freitag auf ? Completed" ge?ndert, allerdings ist nach über einer Woche immer noch kein Geld bei mir angekommen. ( 5 Werktage sind seit dem vergangen)!

gerne bin ich bereit meine Kontoinformationen als Beweis zur Verfügung zu stellen.

ich bitte um hilfe !

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

I still haven't received any money. I only feel anger towards you . I've been waiting for my prize to arrive for more than 3 weeks now! Every week they say the problem is solved and then nothing happens! I demand that you pay me my winnings of 1500 € immediately!

Nach wie vor ist bei mir kein Geld eingegangen. Ich empfinde nur noch Wut Ihnen gegenüber . Ich warte jetzt seit mehr als 3 Wochen auf den Eingang meines Gewinns! Jede Woche sagen sie das problem ist gel?st und dann passiert nichts! Ich verlange das sie mir meine gewinne in h?he von 1500€ sofort auszahlen!!

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. 

Unfortunately no money has arrived. I contacted NODA Pay myself, as it turned out, the money was never sent, so it wasn't "stuck" either. This is a lie from the casino. This is fraud.

Es ist leider kein Geld angekommen. Ich habe selber Kontakt zu NODA Pay aufgenommen, wie sich rausgestellt hat, wurde das Geld niemals geschickt, sodass es auch nicht bei ? festh?ngen ? würde. Das ist eine Lüge des Casinos. Es handelt sich hierbei um Betrug.

By the way, NodaPay answers within 15 minutes - 24 hours, daily.

NodaPay antwortet übrigens innerhalb von 15 Minuten- 24 Stunden , t?glich.

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.