Account with €13,5K balance closed without any justification

Hello, I have made few deposits to Scatters Casino and had some luck with making profit, after withdrawal request I went to live chat to ask about withdrawal timing, live chat support told me that cash out should be processed in 48 hours after verification, my account was verified 5 days ago, but withdrawal is still pending. The casino violates its rules without consequences and compensation, but if the player breaks the rules he may lose his winnings, I believe that this is not fair to the players and it would be fair to add some percentage for each day of delay. (This is at the discretion of the casino, priority is withdrawal of course).

I requested my first withdrawal from Scatters Casino on April 20, 2024. It was in the amount of $350 CAD.

I didn't have any playthrough requirements or bonuses when depositing.

I went through their verification process and was told I was fully verified and funds would be sent to me in 24-48 hrs.

The following Day, the casino went down for maintenance with no prior warning and the site said it would be down for the next 2 days.

When I saw this I sent it email to the casino support team and asked if this meant that my payment would be delayed. They assured me that 48 hours was standard processing time and I should receive my deposit within that time frame.

After 48 hours passed i some correspondence back and forth with the casino via email in which I explained that I did not understand why it wasn't processed As I was told it would be previously. (And what is stated in their terms and conditions related to withdrawal processing time)

After receiving emails stating that the support team had contacted the department involved and they were processing it etc, I got an email stating that they canceled my withdrawal request due to me requesting it, longer than 48 hours ago.

This makes no sense. I waited 5 days for my payment at their direction, And then they canceled my withdrawal request because it's been longer than 48 hours that they've been processing it. I don't understand how that could cancel my withdrawal and make me have to start the whole process over again. That's on their end not mine.

I would like the $350 that I won and I would like it to be withdrawn in the same method I use to deposit it which is interac e-transfer. I would also like them to close my account once the withdrawal has been processed

Can't make withdraw for a two weeks, there is no icon to choose.

There was a icon to select payment method. Few weeks ago was all fine but now dunno whats happen. No link there to choose.

I'm tried to speaking with them, but they don't know any more, ignore or something. They sent me email about my account is verified, but I know it is verified, it's a three mounts verified already. Few weeks ago I withdraw my money easily, but now no icon.

Dear Sir(s)/Madam(s),

It has been almost two months since I withdrew 350 euros from scatters.com casino. I have contacted their live support multiple times but to no avail, they are not willing to help, they told me that they cannot do anything to help me. I have provided them all the documents they have requested, including a bank statement. I have emailed them multiple times and they have never responded. At this point, I really feel I was scammed and that they will not give me my withdrawals at all.

Please note that I have verified successfully on that casino site by submitting my passport, by verifying my address and by providing every document they have requested, so this is not a verification problem.

In fact, on December 10 2021 they sent me the following email:

"Hello, < name removed >

Thank you for playing in our Casino.

We are pleased to inform you that your account is now verified.

Please standby for further contact regarding your withdrawal, you will receive an email once it is processed.

Should you have any further concerns, questions or comments, don’t hesitate to contact our customer service.

Scatters"

Furthermore, on 10 December 2021 they sent me the following email:

"Hello, We are pleased to inform you that your recent withdrawal request of €350.00 has now been approved.

Depending on your payment method it should be with you within 3-7 business days.

Sincerely

SCATTERS"

Please help me get the money back that I deserve. I contacted the National Bank of Greece, and they told me that I am likely a victim of fraud and it is better to seek for legal assistance. I have already contacted a legal advisor, he told me because the expenses of suing them will be higher than what I will eventually get, it is better just to leave it as it is and to forget about it. I really feel I cannot do anything in my powers to solve this issue. I will provide you with any evidence you request, any document you need, please feel free to ask for anything, I have nothing to hide. I am also willing to pay you to help me in this process, I have nothing else left to do.

I have heard that many people had the same issue with that website and that when you took action everything was resolved.

Sincerely,

<sensitive data removed>

Hi,

I placed two withdrawals for a total of €11,100 on November 14, which were pending for a much longer time than stated as the casino’s regular response time. After 10 days and many emails and contacts with live support later I then received the information on Wednesday November 24 that my withdrawals were now approved and I also found them marked as processed in the casino. (Trustly withdrawal #13103912 for €5,400 and Trustly withdrawal #13103936 for €5,700.)

I use Trustly which is an instant banking service that I’ve used for a very long time without any other experience than instant payments (both deposits and withdrawals). According to Scatters Casino live support it could take a maximum of 5 banking days, which sounds strange, but ok I have waited (even though Trustly themselves say that it is instant but in rare cases it can take up to 2 banking days).

When 6 banking days had passed and no money was in sight I contacted Scatters Casino by email to inform them of this and got a very quick answer that this was forwarded to their technical department. On Sunday December 5 I then received a message that the money should be in my account by now and now they asked me for a bank statement, which I sent to prove that the money was not yet in my account. This I was then told was forwarded to their payments department.

Now another two days have passed without any money or further information. I chose to play at an MGA licensed casino to feel safe, but I just don’t know what to think anymore. It’s frustrating since the feeling I get is that they are stalling and don’t want to pay me at all. Now I turn to AskGamblers and I really hope you can help prove me wrong here.

Thank you in advance!

I made 25€ deposit played a while and ended up with 35,06€ in balance. At this point I decided to withdraw the money. I waited over 48hrs since sending the withdraw (their terms and conditions says 48hrs is the upper limit). Then I contacted live chat several times.

They always responded the same way "I check the case, I will move it to forward" etc. muck. They even claimed that the time calculator starts from different time zone Have never heard so poor excuse. I made my deposit via trustly which identifies my personal data.