Scatterhall Casino - El jugador cree que el reintegro se ha retrasado.

Dear Casino Guru Team,

I am aware that a complaint should only be submitted after 14 days, but my case is a little different.

The casino has already processed and transferred my payment (according to support).

However, the money is not in my bank account. I am afraid that the status of my transfer was simply set to "Processed" but the money was not transferred correctly.

A bank transfer only takes one day for me.

I asked support, I was told for the second time that it would be forwarded to the finance department. Unfortunately the support cannot give me any information.

I hope you can help me.

I saved chat histories with support as proof.

Liebes Casino Guru Team,

mir ist bewusst das eine Beschwerde erst nach 14 Tagen eingereicht werden soll, allerdings ist mein Fall etwas anders.

Das Casino hat meine Auszahlung ( Laut Support ) schon bearbeitet und überwiesen.

Jedoch kommt das Geld nicht auf meinem Bank Konto an. Ich habe die Befürchtung das der Status meiner Überweisung einfach auf "Bearbeitet" gesetzt wurde aber das Geld nicht korrekt überwiesen wurde.

Eine Banküberweisung dauert bei mir immer nur einen Tag.

Ich habe beim Support nachgefragt, es wurde mir nun das zweite mal gesagt das man es an die Finanzabteilung weiterleitet. Leider kann der Support mir keine Infos geben.

Ich hoffe Ihr könnt mir helfen.

Ich habe Chatverläufe mit dem Support als Nachweis gespeichert.

Dear Tobias137,

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

I received the money today.

However, I have a very bad feeling about this casino.

A completed and processed transfer takes less than 5 days.

I think the casino is not entirely honest about the timing of the transfer.

Ich habe das Geld heute erhalten.

Jedoch habe ich ein sehr ungutes Gefühl bei diesem Casino.

Eine getätigte und bearbeitete Überweisung dauert keine 5 Tage.

Ich denke das Casino ist was den zeitpunkt der Überweisung angeht, nicht ganz ehrlich.

Dear Tobias137,

I can see your withdrawal on Friday Feb 10th after 12pm meaning our system then processes this payment which takes about 24h, as this is a weekend. Once Processing is done your payment is sent to our finance system where it would then send out the payment within 24h, keeping in mind a Bank Transfer can take anywhere from 1-5 Business days.

Please feel free to PM me at any time you have any questions.

Sencietly,

Scatterhall

Dear Tobias137,

I'm glad to hear that your issue has been resolved successfully. I will now mark the complaint as 'resolved' in our system. 

Thank you for your cooperation, and please do not hesitate to contact our Complaint Resolution Center if you run into any issues with this or any other casino in the future. We are here to help.

Best regards,

Kristina

Casino.Guru