Scatters Casino - El jugador tiene problemas para completar la verificación de la cuenta.

Hey! I started trying to withdraw money on 10/5 and after that I have only had to send vouchers and wait for them not to be enough. I have sent in new ones and have to wait up to 72 hours to find out that they need more verifications. It's starting to get ridiculous. All pictures and documents are clear and I know that they must understand that the account is mine but they should just delay it. Begins to panic that this will last for any length of time. I need my money😩! It was not better when I went in and read that they are usually difficult to get large amounts. But when, for the sake of the unusual, you happen to win, it should be so difficult to get the money out😢. I really need the money🙏

Hej! Jag började försöka ta ut pengar den 10/5 och efter det har jag bara fått skicka verifikationer o vänta på att de räcker inte. Jag har skickat in nya o får vänta upp till 72 timmar för att få reda på att dom behöver mer verifikationer. Det börjar bli löjligt. Alla bilder o dokument är tydliga o jag vet att dom måste förstå att kontot är mitt men dom ska bara fördröja det. Börjar få panik över att detta kommer att pågå hur länge som helst. Jag behöver mina pengar😩! Det vart ju inte bättre när jag gick in o läste om att de brukar vara svårt att få ut stora belopp. Men när man för ovanlighetens skull råkar vinna så ska det vara så svårt att få ut pengarna😢. Jag behöver verkligen pengarna🙏

Dear Piia,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem.

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 a few working days to complete this thorough process.

Could you please advise which documents have you already provided and when exactly? Have you submitted all the required documents in a timely manner and in the correct format?

I hope we will be able to help you to resolve your problem as soon as possible. Looking forward to hearing from you.

Best regards,

Kristina

Hey!

I started trying to get some money out on Monday 9/5. And then I chose another account I wanted them to deposit the money on which you could do before, but I changed that on Tuesday to the account I deposited money on scatters. On Wednesday, I fixed an account statement at the bank and emailed them a PDF file that I could not send on their link because I do not have a computer. And on Thursday, they wanted me to put a picture on my credit card and I did. On Sunday, they ask for an invoice, salary specifications, credit card and photos on my account so that the same amount went into the right account as it is on the salary specifications. But they are not in PDF because I can not arrange it, but it is very clear what it says and what it is for something. What I am worried about now is that the address on the salary specifications is that it says my old address because I have not bothered to change it when I still get them in a digital mailbox. But they see that the same amount as it says on the salary specification comes into my account the same day it is paid out. I understand that it is too early to address this as a complaint but I understand that this will take time as I do not have to get my money, sadly enough. I get really sad when you write that it is difficult to get money in Sweden from Scatters😢 Regards Pia

Hej!

Jag började försöka få ut en del pengar på måndagen 9/5. Och då valde jag ett annat konto jag ville att de skulle sätta in pengarna på som man kunde göra förut, men det ändrade jag på tisdagen till kontot jag satt in pengar på scatters. På onsdagen fixar jag ett kontoutdrag på banken och mejlade dom en PDF fil som jag inte kunde skicka på deras länk eftersom jag inte har en dator. Och på torsdagen ville de att jag ska sätta in en bild på mitt kontokort och det gjorde jag. På söndagen så frågar de efter en faktura, lönespecifikationer, kontokort och bilder på mitt konto så att samma summa gått in på rätt konto som det är på lönespecifikationerna. Men de är inte i PDF för att jag inte kan ordna det, men det syns väldigt tydligt vad det står och vad det är för någonting. Det jag oroar mig för nu är att adressen på lönespecifikationerna är att det står min gamla adress eftersom jag har inte brytt mig om att ändra den när jag ändå får dem i en digital brevlåda. Men de ser ju att samma summa som det står på lönespecifikationen kommer in på mitt konto samma dag det betalas ut. Jag förstår att det är tidigt att ta upp detta som klagomål men jag förstår att detta kommer att ta tid som jag inte har att få mina pengar, tråkigt nog. Jag blir verkligen ledsen när du skriver att det är svårt att få ut pengar i Sverige från Scatters😢 Mvh Pia

This is what I sent in! Mvh Pia

Detta är vad jag skickat in! Mvh Pia

Please delete my photos from the public forum !!!

Snälla ta bort mina bilder från det offentliga forumet!!!

Thank you for your reply, Piia. Posts with your documents have been marked as 'sensitive', which means that only involved parties (you, the casino, and we from Casino.guru) can see them.

Would you be so kind as to forward me all the relevant communication between you and the casino? My email address is kristina.s@casino.guru. Thank you in advance.

I have sent you an email

mvh Pia

Jag har skickat mail till dej

mvh Pia

Thank you very much Piia for your reply. I will now transfer your complaint to my colleague Tomas (tomas@casino.guru) 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 Piia,

I will assist you with the complaint from now on. I went over the details of the case and I will do my best to help you.

I would like to invite the representatives of Scatters Casino into the complaint in order to discuss the verification issue.

Scatters Casino, could you explain the status of Piia's account verification? Were all documents submitted to your satisfaction? If not, which documents are required to successfully complete the verification?

Hey! Since I told you that I contacted you, it seems that most have gone through except my address. But now I have sent in a picture of my identity card from the Swedish Tax Agency, that should really be enough ?! Mvh Pia

Hej! Sen jag berättade att jag kontaktat er så verkar det som de mesta gått igenom förutom min adress. Men nu har jag skickat in bild på mitt personbesvis från Skatteverket, det borde väl verkligen duga?! Mvh Pia

Hello Pia,

I've received your emails. We will still require a reply from the casino in the complaint thread.

We would like to ask 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’.

Hi Pia,

I hope you you are having a wonderful Wednesday.

The withdrawal has been processed from our side yesterday. Usually it takes 2 to 5 banking days for the funds to reach you. This really depends on your bank's process. Nevertheless, the funds are on the way to you.

Congratulations on your win!

If we can help with anything else, just let us know!

Best regards,

Scatters team

Hey!

And thanks 🙏!

So grateful that they resolved. Nice to win for the sake of the unusual 😂!

I write here that everything is solved when I see the money in the account and a nice Wednesday on you too 😊!

Mvh Pia

Hej!

Och tack 🙏!

Så tacksam för att de löste sig. Skönt att vinna för ovanlighetens skull 😂!

Jag skriver här att allt är löst när jag ser pengarna på kontot och en trevlig onsdag på dej också 😊!

Mvh Pia

Hi Tomas and scatters!

The money has now arrived, thank you for the help 🙏😊

Hej Tomas och scatters!

Pengarna har nu kommit fram tack snälla för hjälpen 🙏😊

Awesome news, Pia! I am glad you received your winnings. As the complaint has been successfully resolved, we will now close it as ‘resolved’ in our system. Thanks for your cooperation and 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.