Dear Guru Team, I am writing to you in the hope that I will somehow get my winnings in this way. You were able to help me with a similar case in the past - so I have great confidence in your competence. I've had a payout of 500 euros in the Scatterhall Casino since 4/3/23 (due to the maximum amount - another 500 in the casino account). KYC has also been completed since 3.4 - when contacting me via the chat, I always get ready-made answers that suggest that I don't want to/can't pay out here? I deposited some money into this casino because of the very good ratings on your site - and I really think it's a big mess that this casino reacts like this when it comes to a payout ??. Normally I would wait even longer before I contact you - however, I am worried about the large number of reports on your site about the casino + since there is no chance of success, I am contacting you a little earlier this time - in the hope that you can help me in this situation! Thank you Thomas

Liebes Guru Team, ich schreibe euch in der Hoffnung, dass ich auf diese Weise doch irgendwie an meine Gewinne komme. Ihr konntet mir in der Vergangenheit schon einmal bei einem ?hnlichen Fall helfen - daher hab ich gro?es Vertrauen in eure Kompetenz. Ich habe im Scatterhall Casino seit 3.4.23 eine Auszahlung über 500 Euro laufen (aufgrund des Maximalbetrages - weitere 500 im Casino Konto). KYC ist ebenfalls seit 3.4 abgeschlossen - bei Kontaktaufnahme über den Chat bekomme ich stets vorgefertigte Antworten, die darauf schlie?en lassen, dass hier nicht ausgezahlt werden m?chte/kann? Ich habe aufgrund der doch sehr guten Bewertungen auf eurer Seite einiges an Geld in dieses Casino eingezahlt - und finde es echt eine gro?e Schweinerei, dass dieses Casino jetzt so reagiert, wenn es mal an eine Auszahlung geht ??. Normalerweise würde ich auch noch l?nger warten, bevor ich mich an euch wende - allerdings beunruhigen mich die Vielzahl an Meldungen auf eurer Seite zu dem Casino + da es keinerlei Aussicht auf Erfolg gibt, wende ich mich diesmal schon etwas eher an euch - in der Hoffnung, dass ihr mir in diese Situation helfen k?nnts! lg thomas

Dear MJ306,

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

Dear Kristina,

Thanks for the feedback! Yes, I am aware of that, but the status of my payout has not yet changed to "Payout status", but is still in "Pending status" - i.e. I could cancel it at any time! Therefore, this payout will definitely not be in my account after 14 days after the payout request (3.4.23). But I'll be happy to get back to you when the 14 days are up! Thanks in advance for your support!

Liebe Kristina,

danke für die Rückmeldung! Ja das ist mir bewusst, allerdings ist der Status meiner Auszahlung noch gar nicht in den"Auszahlungsstatus" gegangen, sondern ist nach wie vor im "Pendingstatus" - sprich ich k?nnte es jederzeit noch abbrechen! Daher wird diese Auszahlung definitiv nicht nach 14 Tagen nach Auszahlungsanfrage (3.4.23) auf meinem Konto sein. Aber ich melde mich gerne wieder wenn die 14 Tage abgelaufen sind! Danke schon mal für ihre Unterstützung!

Dear MJ306,

Have you received your withdrawal from the casino yet?

Dear Kristina, unfortunately not as expected! I currently have a withdrawal of 500 euros pending and another 500 euros in the casino account (which I can only withdraw after the first 500 have gone through). The required documents have been accepted for over 14 days...since then the payout has been pending. I hope you can help me!

Liebe Kristina, wie erwartet leider nicht! Ich habe aktuell eine Auszahlung über 500 Euro Pending und weitere 500 Euro im Kasino Konto (die ich erst abheben kann, nachdem die ersten 500 durch sind). Die erforderlichen Dokumente sind bereits seit über 14 Tagen akzeptiert worden...seit dem h?ngt die Auszahlung nun in der Luft. Ich hoffe sie k?nnen mir helfen!

Thank you for your reply, MJ306. Unfortunately, we have received many complaints about delayed withdrawals from this particular gambling establishment. Despite our efforts to negotiate and resolve these issues, the casino has slowly chosen to adopt a "No Reaction Policy" towards all complaints.

Nonetheless, I will now transfer your complaint to my colleague Pavel ([email protected]) who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.  

Hello, MJ306!

Thank you for your patience. Now I will be taking care of your complaint and I hope that together we will resolve the problem.

I would like to invite the casino to give them a chance to explain their side of the situation.

Thank you!

That's terribly kind of you and thank you in advance for your efforts. Unfortunately, I'm not very optimistic that I'll somehow get my win here ??

das ist furchtbar lieb von Ihnen und danke schon mal für die Mühen. Leider bin ich wenig optimistisch, dass ich hier noch irgendwie an meinen Gewinn komme ??

It is difficult to establish a communication with this casino, but I hope that we will work it out!

Unfortunately, it doesn't look like the casino is even giving any response. Is there anything else I could do? Engage a lawyer? Does that make any sense at all?

es sieht leider nicht so aus, dass das Casino auch nur irgendeine Antwort von sich gibt. Gibt es denn sonst noch etwas was ich tun k?nnte? Einen Anwalt einschalten? Macht sowas überhaupt Sinn?

We would like to ask the 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’ which may negatively affect its rating.

ok but otherwise there is no more solution or? Does it then help to hand over the whole thing to a lawyer, or is there any other way of getting my profit? Surely what they're doing can't be legal? Don't they have a license they have to adhere to?

ok aber sonst gibt es keine L?sung mehr oder? Hilft es dann das Ganze einem Anwalt zu übergeben, oder gibt es sonst irgendeine M?glichkeit doch noch an meinen Gewinn zu kommen? Kann doch nicht legal sein, was die tun? Haben die nicht eine Lizenz an die sie sich halten müssen?

MJ306, I cannot stop you from trying, but, looking on the past cases with this casino, it is hard to tell that the positive outcome may be reached. also, there is a possibility to try to open a complaint with their license regulator - Curacao Antillephone, but it is probable that they are not licensed at all and are only claiming to have it. E-mail addresses for such cases are: [email protected] and [email protected].

In other words, if the casino doesn't get back to you within the specified time, I can assume that I won't receive my money anymore, right? Is there anything else I can possibly do? It can't be that this casino does what it wants, can it?

Sprich wenn sich das Casino in der angegeben Zeit nicht meldet, kann ich davon ausgehen, dass ich mein Geld nicht mehr erhalten werde,oder? Gibt es sonst noch etwas das ich eventuell tun kann? Es kann doch nicht sein, dass dieses Casino tut was es will oder?

MJ306, sadly, there is not much one can do against predatory casinos, let alone these, that are not communicating at all. Usually, a complaint with the license regulator would help, but I doubt that this will be the case. Maybe, one day, casino will decide to go back to all these complaints and try to resolve them, but no one cannot say for sure.

I have tried to contact the casino repeatedly but had no success. I’m afraid there is not much that can be achieved without cooperation from its side. I will close the complaint as "unresolved" which will decrease the casino rating. I understand this isn't a satisfactory solution to your issue. However, the change in the rating caused by unresolved complaints might help to change the casino's approach. If the casino decides to react, we will reopen the complaint, and you will be notified by email.

We are unable to verify if the casino operates with a license. According to the data on the website, it seems the Scatterhall Casino did have an Antillephone License in the past, but it's possible they do not have it anymore. Still, you may try and contact the Antillephone Gaming Authority at [email protected] or [email protected].

Please let me know if you need help with anything regarding the case or if casino will try to contact you ([email protected]). I am sorry I could not be of more help.

Best regards,

Pavel K

Casino Guru Team