Scatters Casino - El jugador está luchando por retirar sus ganancias.

Good evening,

I'm new to the forum and have a question

I made an immediate deposit of 300 euros and wanted to pay out a profit of 250 euros and 1400. The payouts were accepted.

the payment was initiated on November 30, 2020.

Now it comes, according to the terms and conditions, a payout needs up to 48 hours to be processed and 3-5 working days until the money is in the account.

Now today I asked the customer service in the live chat what about the transfer because there is still no money in my account. Now comes the hammer from customer service that says they have to upload their documents. The payment was accepted but not transferred is that normal? I have now uploaded my documents and should take up to 48 hours to process them. What do you think this is normal? Or should I wait a little longer?

would be nice if you could help me a little.

greetings memo

Guten Abend,

ich bin neu hier im forum und hätte eine Frage,

und zwar hab ich über sofort Einzahlung 300 Euro eingezahlt und somit ein Gewinn von 250 Euro und 1400 auszahlen wollen. Die Auszahlungen wurden akezeptiert.

die Auszahlung wurde am 30.11.2020 veranlasst .

jetzt kommt es laut agb braucht eine Auszahlung bis 48 h damit sie bearbeitet wird und 3-5 Werktage bis ich das Geld auf dem Konto ist.

jetzt habe ich heute den Kundenservice im Live Chat nachgefragt was mit der Überweisung ist weil noch kein Geld auf mein Konto ist. Jetzt kommt der Hammer die von der Kundenservice sagt sie sie müssen ihre Dokumente hochladen . Die Zahlung sei akzeptiert worden aber nicht überweisen worden ist das normal ? Hab jetzt meine Dokumente hochgeladen und soll bis 48 h Stunden dauern bis sie bearbeitet werden . Was denkt ihr ist das normal ? Oder soll ich noch etwas abwarten ?

wäre nett wenn ihr mir etwas helfen könnten .

schöne Grüße Memo

Dear Playgol,

Thank you very much for submitting your complaint. Please understand that KYC is a very important and essential process, during which the casino makes sure that the money is sent to the rightful owner. As they don't have the luxury of being able to physically see all of the players and check their identification and documents, this is the only way gambling establishments are able to complete the verification procedures. None of the serious and licensed casinos takes KYC lightly, and I am afraid you will have to go through this process if you want to get your winnings.

Accepted withdrawal doesn’t mean necessarily that it has been verified and transferred. Please understand, without verifying your account, you won’t be entitled for any withdrawals.

However, I believe we will be able to help you to resolve this issue and receive your winnings as soon as possible. Looking forward to hearing from you.

Best regards,

Petronela

Yes, but it is strange normal white documents are required before the payment and then the money is dated

player account removed and transfer.

but mine first paid off then it was approved and then there was no more money on it

player account but in the course is processed and then I should verify myself they didn't even tell me that I have to verify myself. I got an email with an approval

Ja ist aber schon komisch normaler weiße werden vor der Auszahlung Dokumente verlangt und dann wird das Geld vom

spieler Konto entfernt und überweisen .

aber meinen hab erst auszgezahlt dann wurde es Genehmigt und dann war kein Geld mehr auf dem

spieler Konto aber im Verlauf steht bearbeitet und dann soll ich mich verifizieren die haben mir nicht mal gesagt das ich mir verifizieren muss . Ich hab eine email mit einer genehmig bekommen

Now I've uploaded my documents first and wait

Jetzt habe ich erstmal meine Dokumente hochgeladen und warte ab

Dear Playgol,

Please keep me updated. I will be waiting for your confirmation regarding successful account verification patiently. 

So 48 hours are up

just asked for and it says the documents have not yet been processed. And yesterday it could take 3-5 days to process the documents.

So 48 h Stunden sind um

gerade nach gefragt und es heißt die Dokumente wurden noch nicht bearbeitet. Und gestern hieß es kann 3-5 Tagen dauern bis die Dokumente bearbeitet werden .

Please understand that KYC is a very important and essential process, during which the casino makes sure that the money is sent to the rightful owner. As they don't have the luxury of being able to physically see all of the players and check their identification and documents, this is the only way gambling establishments are able to complete the verification procedures.

None of the serious and licensed casinos takes KYC lightly and it might take few working days completing this thorough procedure. If all the data is correct, there should be no reason for the casino to delay your withdrawal. Please allow the casino a few days to receive your documents and check them thoroughly. We kindly ask you for some patience until this process is completed. I will set the time for additional 4 days and if there’s no development by Monday next week, we will intervene. 

All right casino did after that

weird

Effort and slightly longer processing time auszgezahlt thank you for your help best regards 🙂

Alles klar Casino hat nach dem

komischen

Aufwand und etwas längere Bearbeitungszeit auszgezahlt danke für ihre Hilfe schöne Grüße 🙂

Thank you very much, Playgol, for the update. Do I understand it correctly that your problem has been resolved? Do I have your permission to close this complaint or there’s anything else we could help you with? Thank you in advance for your reply.

Dear Playgol,

We are extending the timer by 10 days. Please, do not hesitate to contact us if you need any assistance or help, otherwise, we will reject your complaint.

Everything went well, you can close the complaint

Alles hat geklappt sie können die Beschwerde schließen

Great news. As the complaint has been successfully resolved, we will now close it as ‘resolved’ in our system. Thank you very much, Playgol, for your cooperation and confirmation and please don’t hesitate to contact us if you run into any issues with this or any other casino in the future. We are here to help.

Wishing you a wonderful holiday season.

Best regards,

Petronela

Casino.Guru