Hello, I applied for a payment of 103 euros on July 14th and received a confirmation of the request by email. Since the money has not been credited to my account and I have also not received a confirmation mail, I asked in the live chat on August 7th. Then I received an email asking me to submit a current account statement for verification. I did this immediately afterwards. The money is still not there and the live chat can't give me an answer.

Hallo, habe am 14.07 eine Auszahlung in H?he von 103 Euro beantragt und auch eine Best?tigung der Anfrage per Mail erhalten. Da das Geld nicht auf meinem Konto eingegangen ist und ich auch keine Confirmation Mail bekommen habe, fragte ich am 07.08 im Live Chat nach. Danach bekam ich eine Mail in der ich aufgefordert wurde, einen aktuellen Kontoauszug zur Verifizierung einzureichen. Dies tat ich direkt im Anschluss. Das Geld ist nun immer noch nicht da und der Live Chat kann mir keine Antwort geben.

Dear Lars,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Before we move forward, please allow me to ask you a few more question. Have you played with bonus money? Did the casino inform you about your verification process? Can you also please forward any relevant coversation with the casino to [email protected]? Thank you in advane. I hope we will be able to help you with your problem.

Best regards,

Nick

Hi Nick, thanks for the quick respond. About your questions:

• There was no bonus money as I requested the withdrawl
• No they did not inform me, except of the withdrawl request confirmation
• I did not screenshot the conversations with the live chat

Thank you very much Lars for your reply. I will now transfer your complaint to my colleague Jozef who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction soon.

Hello Lars.

I absolutely appreciate that you shared your experiences with the Casino Guru team. We will now try to get in touch with the casino.

We would like to ask the Scatters Casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’.

Since we haven’t received any response from the casino regarding the issue, we are forced to close the complaint as ‘unresolved’.

The casino can reopen this complaint anytime.

Dear Lars.

I am very sorry but since the casino team is unresponsive, we’re not able to proceed with further investigation. Your last option is to file an official complaint at ADR and licensing authority of the casino . I will gladly help you with it. Please, let me know if you have any questions or require further assistance. 

Best regards, Jozef

www.kpvfaw.com

We’ve reopened this complaint as per the casino's request. We would like to give this case one more chance to get resolved and help both involved parties to reach to a satisfactory conclusion.

Scatters Casino:

Hi Lars,

Sorry for late reply. According to our system your withdrawal of €103 was requested by you on the 14th of July via Wiretransfer and we processed your withdrawal 1h later so the money should have arrived to your account after 2-5 business days depending on your bank.

14.07.2020 12:10 - Requested by player

14.07.2020 13:14 - Withdrawal processed

I've requested a check from our end again to see if there was an issue on payments side.

Thanks,

Team Scatters

Hi Lars,

Issue located, see below.

"Funds didn’t reach player’s bank account due to wrong swift. We’ve sent funds again with correct data so player will receive them soon".

We're truly sorry for this inconvenience. Please let us know when the funds have reached your account so we can close this matter.

Have a nice day,

Team Scatters

Hey Lars.

Please, let us know when you receive the payment. I am extending the timer by 7 days.

Hello, the money is just received, thank you ??

Hallo, das Geld ist gerade eingegangen, herzlichen Dank ??

Dear Lars,

Thank you for using the Casino Guru complaint resolution center. We are glad to hear that your issue got resolved. We will now mark it as 'resolved' in our system.

Best regards, Jozef

www.kpvfaw.com