Scatters Casino - Игрок не может снять свой выигрыш.

Dear Lars,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Could you forward me a link of the exact bonus that you have played? I would like to check out the Bonus T&Cs.

Additionally, is there any other communication between you and the casino regarding this issue? If yes, please forward it to kristina.s@casino.guru, or post it here. Thank you in advance for your reply. I hope, we will be able to help you resolving this case as soon as possible.

Best regards,

Kristina

thank you for the fast feedback. Attached you will find a screenshot of an email from Scatters. As a bonus, I took advantage of the Wednesday bonus (see link). At the time, the free spins were valid for another game https://scatters.com/de/casino-promotions/wednesday-free-spins

vielen Dank für die schnelle Rückmeldung. Angehängt finden sie einen Screenshot einer Mail von Scatters. Als Bonus habe ich den Mittwochsbonus in Anspruch genommen (siehe Link). Zum damaligen Zeitpunkt waren die Freispiele aber für ein anderes Spiel gültig https://scatters.com/de/casino-promotions/wednesday-free-spins

Thank you very much Lars for your reply. I will now transfer your complaint to my colleague Peter 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.

Hi Lars,

I'm taking over your complaint. I will contact the casino and see what can be done.

Hi,

Sorry to hear you've had problems. We'll check what happened.

Have a nice day.

Hi Scatters Casino, has there been any news?

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, the complaint will become ‘unresolved’ which may negatively affect its rating.

Hi Lars,

Sorry for the wait. Please log in again and request a withdrawal and see if the same error occurs for Neteller. If you still see the error-message, please send us a message on support@scatters.com or contact the Live chat again and we'll solve this for you.

Have a nice day.

Scatters Team

hey, the error-message is still appearing. I also contact the live chat again, like 20 time before. Is it so hard for you to tell me what the error is about? I mean like I have to deal with it for 2 months now.

Hi,

We are working on it. Trying to find the root cause of the problem and why.

Apologies for the delays of course and thanks for your patience.

Have a nice day and talk to you soon.

Dear Scatters Team,

Please keep us updated.

Hey there,

the scatters team solved the problem today. Thanks a lot! 🙂

Thanks Lars,

Your requested withdrawal is now processed from our side as well.

Let us know if you need anything else.

Have a nice day.

Best,

Team Scatters

Thank you Lars and Scatters Casino for the update. I'm glad to hear that the issue got resolved. I will now mark the complaint as 'resolved' in our system. Lars, thank you for using the Casino Guru complaint resolution center. Don’t hesitate to contact us if you run into any issues with this or any other casino in the future. 

Best regards,

Peter