Good day,

I received the payment confirmation on March 10th, 2023. Nothing has landed in my bank account to date. And the payout at the casino has changed from 'OK' to 'Transit'. Support has been saying the same thing for weeks but nothing has happened

Guten Tag,

habe die Auszahlungsbest?tigung am 10.3.2023 erhalten bis heute ist nichts bei mir auf dem Bankkonto gelandet. Und die Auszahlung in dem Casino hat sich von ?OK" auf ?Transit" ge?ndert. Vom Support wird seit Wochen das gleiche gesagt aber nichts passiert

Hello Tatjana1707,

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,

namely there were 3 payouts, 2 went through after a few days with an email like that, but they also came to me on the 3rd. the email came on March 10th and to this day nothing has arrived on my account.

I wrote to support yesterday and they said they would forward it. Like every time what I get as an answer there.

I've been verified for a long time.

Hallo,

und zwar waren es 3 Auszahlungen 2 gingen durch nach paar Tagen auch mit so einer email die kahmen aber auch bei mir an die 3. da kahm die email auch am 10.3 und bis heute kahm nichts bei mir auf dem Konto an.

ich hatte gestern mit dem Support geschrieben, sie meinte sie würde das weiterleiten. Wie jedesmal was ich als Antwort dort bekomme.

verifiziert bin ich schon l?nger.

Hello,

I wanted to ask for an answer ??

Hallo,

ich wollte mal fragen wegen ner Antwort ??

Thank you Tatjana1707 for all the information provided. I will now forward your complaint to my colleague Veronika ([email protected]) who will be assisting you from now on.

Wish you best luck resolving it.

Regards,

Nick

Dear Tatjana1707,

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. Could you please explain why the player's payment is delayed?

Scatterhall Casino informed us about experiencing a larger issue with one of their payment portals, which has impacted their ability to process payments as efficiently as they would like.

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.