The player from Germany requested a withdrawal less than two weeks prior to submitting this complaint. Their money hasn’t been received yet. This complaint was closed as unresolved as the casino was given sufficient time to address and rectify the withdrawal problems.
Igrač iz Nemačke je zatražio povlačenje manje od dve nedelje pre podnošenja ove žalbe. Njihov novac još nije primljen. Ova žalba je zatvorena kao nerešena jer je kazinu dato dovoljno vremena da se pozabavi i popravi probleme sa povlačenjem.
Zdravo dragi Casino Guru tim,
Prijavio sam se za isplatu od 500 evra 14.03.23. Nakon što prošlog petka još uvek nije bilo promene u statusu moje isplate, pokušao sam nekoliko puta da kontaktiram live chat, koji je, međutim, odgovarao samo na automatski generisane rečenice. Na predate karte takođe neće biti odgovora.
Još uvek imam 350 evra na svom igračkom računu koje ni ja ne mogu da podignem jer sajt odbija da obradi moje prvo povlačenje.
Prema uslovima i odredbama kazina, vreme obrade isplate je 1-2 radna dana + 1-3 bankarska dana dok novac ne stigne do mene. Ovaj period je sada daleko prevaziđen. Molim za pomoć!
Hello dear Casino Guru team,
I applied for my payout of 500 euros on 03/14/23. After last Friday there was still no change in the status of my payout, I tried several times to contact the live chat, which, however, only answered automatically generated sentences. Submitted tickets will also not be responded to.
I still have 350 euros in my player account which I can't withdraw either as the site refuses to process my first withdrawal.
According to the casino's terms and conditions, the processing time of the payout is 1-2 working days + 1-3 bank days until the money reaches me. This period has now been exceeded by far. I ask for help !
Hallo liebes Casino Guru Team,
ich habe am 14.03.23 meine Auszahlung von 500 Euro beantragt. Nachdem vergangen Freitag immer noch keine Veränderung des Status meiner Auszahlung zu sehen war, habe ich mehrfach versucht den Live - Chat zu kontaktieren, der mir allerdings nur automatisch generierten Sätzen antwortet. Auf eingereichte Tickets werden ebenfalls nicht reagiert.
Ich habe nach wie vor 350 Euro auf meinem Spielerkonto, die ich auch nicht abheben kann da die Seite sich weigert meine erste Auszahlung zu bearbeiten.
Laut AGB´s des Casinos, ist die Bearbeitungszeit der Auszahlung 1-2 Werktage + 1-3 Banktage bis das Geld bei mir ankommt. Dieser Zeitraum ist nun bei weitem Überschritten. Ich bitte um Hilfe !
Dear Lars1291,
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
Kratko ažuriranje: 21.03.23 -> Prvi zahtev za povlačenje od 500 € je još uvek na "na čekanju" (7. dan) - još 1500 evra je na novčaniku.
Short update: 03/21/23 -> First withdrawal request of 500 € is still on "pending" (day 7) - another 1500 euros are on the wallet.
Kurzes Update : 21.03.23 -> Erster Auszahlungsantrag von 500€ steht noch auf " Pending " ( Tag 7) - weitere 1500 Euro befinden sich auf der Wallet .
ažurirano 22.3.23
Prvi zahtev za povlačenje od 14.03.23. je još uvek na "na čekanju" (dan 8).
još 1500€ su na mom novčaniku i čekaju da budu isplaćene.
updated 3/22/23
First withdrawal request from 03/14/23 is still on "pending" (day 8).
another 1500€ are on my wallet and are waiting to be paid out.
Update 22.03.23
Erster Auszahlungsantrag von 14.03.23 steht nach wie vor auf „ Pending „ ( Tag 8 ).
weitere 1500€ sind auf meiner Wallet und warten darauf ausgezahlt werden zu können.
ažuriranje 23.03
Prvi zahtev za isplatu od 14.03.23. je još uvek na "Na čekanju" (9. dan), još 1500 je u mom novčaniku i čekaju isplatu.
još uvek nema reakcije Scatterhall-a
update 23.03
The first payment request from 03/14/23 is still on "Pending" (day 9), another 1500 are on my wallet and are waiting to be paid out.
still no reaction from Scatterhall
Update 23.03
Erster Auszahlungsantrag von 14.03.23 steht nach wie vor auf " Pending " ( Tag 9), weitere 1500 sind auf meiner Wallet und warten darauf ausgezahlt werden zu können.
weiterhin keine Reaktion von Scatterhall
Dragi Lars1291,
Obaveštavamo vas da su završne faze testiranja počele jutros, a sva plaćanja i obrada će se nastaviti u ponedeljak, 27. marta. Razumemo da je ovo bilo frustrirajuće iskustvo za sve i izvinjavamo se zbog prouzrokovanih neprijatnosti.
Kao što je ranije pomenuto, svi biste uskoro trebali pronaći dobar proizvod na svojim nalozima igrača u znak zahvalnosti za vaše strpljenje i razumevanje. Nadamo se da će ovaj gest pomoći da se nadoknadi poremećaj izazvan nedavnim problemima.
Još jednom se izvinjavamo zbog čitavog nereda i uveravamo vas da činimo sve što možemo da rešimo situaciju što je pre moguće. Hvala vam na saradnji i kontinuiranoj podršci.
Srdačan pozdrav,
Scatterhall
Dear Lars1291,
We would like to inform you that the final stages of testing have started this morning, and all payments and processing will resume on Monday, March 27th. We understand that this has been a frustrating experience for everyone, and we apologise for the inconvenience caused.
As mentioned previously, you should all soon find a goody in your player accounts as a token of our appreciation for your patience and understanding. We hope that this gesture will help make up for the disruption caused by the recent issues.
Again, we apologise for the entire mess and assure you that we are doing everything we can to resolve the situation as quickly as possible. Thank you for your cooperation and continued support.
Best regards,
Scatterhall
Dragi Lars1291,
Želeli bismo da iskoristimo ovu priliku da izrazimo našu iskrenu zahvalnost na vašem strpljenju i razumevanju tokom nedavnog kašnjenja u obradi uplata. Razumemo da je ovo bilo frustrirajuće vreme za vas i želimo da vas uverimo da neumorno radimo na rešavanju problema što je pre moguće.
Želeli bismo da se izvinimo za sve neprijatnosti koje vam je ovo možda izazvalo i za bilo kakav stres ili brigu koje je to moglo da izazove. Nažalost, imamo veći problem sa jednim od naših portala za plaćanje, što je uticalo na našu sposobnost da obrađujemo uplate onoliko efikasno koliko bismo želeli.
Međutim, sa zadovoljstvom možemo da objavimo da se uplate sada ponovo kreću i da ćemo danas obrađivati isplate za naše igrače. Znamo da će vam ova vest doneti olakšanje i naporno radimo na tome da se ovo kašnjenje ne ponovi u budućnosti.
U znak zahvalnosti za vaše razumevanje, želimo da vas obavestimo da će svaki igrač u narednim danima pronaći mali poklon na svom nalogu. Nadamo se da će vam ovaj gest pomoći da nadoknadite sve nastale neprijatnosti i da ćete moći da uživate u igranju na našoj platformi.
Još jednom se izvinjavamo za eventualne neprijatnosti izazvane kašnjenjem u obradi uplata. Želimo vam puno sreće sa dobrotom koju ćete uskoro dobiti i radujemo se što ćemo nastaviti da vam pružamo najbolje moguće iskustvo igranja.
Hvala vam na kontinuiranoj podršci i razumevanju.
S poštovanjem,
Scatterhall / Spinpirate
Dear Lars1291,
We would like to take this opportunity to express our sincere appreciation for your patience and understanding during the recent delay in processing payments. We understand that this has been a frustrating time for you, and we want to assure you that we have been working tirelessly to resolve the issue as quickly as possible.
We would like to apologise for any inconvenience this may have caused you and for any stress or worry that it may have caused. Unfortunately, we have been experiencing a larger issue with one of our payment portals, which has impacted our ability to process payments as efficiently as we would like.
However, we are pleased to announce that payments are now moving again, and we will be processing cashouts for our players today. We know that this news will come as a relief to you, and we are working hard to ensure that this delay does not happen again in the future..
As a token of our appreciation for your understanding, we would like to let you know that each player will find a small goodie in their account in the coming days. We hope that this gesture will help to make up for any inconvenience caused and that you will be able to enjoy your time playing on our platform.
Once again, we apologise for any inconvenience caused by the delay in processing payments. We wish you the best of luck with the goodie you will receive soon and look forward to continuing to provide you with the best possible gaming experience.
Thank you for your continued support and understanding.
Sincerely,
Scatterhall / Spinpirate
Dragi Lars1291,
Zadovoljstvo mi je da vas obavestim da je vaša uplata uspešno obrađena i da bi uskoro trebalo da bude kod vas. Još jednom se izvinjavamo zbog svih prošlih problema koji su vam mogli izazvati neprijatnosti ili frustracije.
Cenimo vas kao klijenta i želimo da vas uverimo da kontinuirano radimo na poboljšanju naših usluga kako bismo bolje zadovoljili vaše potrebe. Nadamo se da ćete nastaviti da uživate u našem kazinu i svemu što imamo da ponudimo.
Želimo vam puno sreće u svim vašim budućim igračkim poduhvatima.
Srdačan pozdrav,
Scatterhall
Dear Lars1291,
I am pleased to inform you that your payment has been successfully processed and should be with you soon. We apologise once again for any past issues that may have caused you inconvenience or frustration.
We value you as a customer and want to assure you that we are continuously working to improve our services to better meet your needs. We hope that you will continue to enjoy our casino and all that we have to offer.
Wishing you the best of luck in all your future gaming endeavours.
Best regards,
Scatterhall
Pozdrav svima,
Hvala obojici na odgovorima.
Lars1291, obavestite nas kada primite povlačenje.
Hello everyone,
Thank you both for your replies.
Lars1291, please let us know when you receive the withdrawal.
Zdravo dragi Casino Guru tim,
Strpljivo sam čekao poslednjih nekoliko dana. Nažalost, do sada nisam primio nijednu uplatu. Kazino je promenio status povlačenja u "Završeno" prošle nedelje u petak, ali posle više od nedelju dana još uvek nisam dobio novac. (od tada je prošlo 5 radnih dana)!
Sa zadovoljstvom pružam informacije o svom nalogu kao dokaz.
Molim za pomoć!
Hello dear Casino Guru team,
I've been waiting patiently for the past few days. Unfortunately, I haven't received a single payment so far. The casino changed the status of the withdrawal to "Completed" last week Friday, however after more than a week I still haven't received any money. (5 working days have passed since)!
I am happy to provide my account information as proof.
I ask for help !
Hallo liebes Casino Guru Team,
ich habe die letzten Tage geduldig gewartet. Leider ist bis jetzt keine einzige Auszahlung bei mir angekommen. Das Casino hat den Status der Auszahlung letzte Woche Freitag auf „ Completed" geändert, allerdings ist nach über einer Woche immer noch kein Geld bei mir angekommen. ( 5 Werktage sind seit dem vergangen)!
gerne bin ich bereit meine Kontoinformationen als Beweis zur Verfügung zu stellen.
ich bitte um hilfe !
Dragi igrači,
Nadamo se da će vas ova poruka dobro naći. Sa žaljenjem vas obaveštavamo da smo primetili da su plaćanja i dalje zaglavljena na NodaPai-u. O ovom problemu smo obavešteni tek u četvrtak kasno popodne i pokušavamo da kontaktiramo NodaPai da bismo ga rešili. Nažalost, do sada nismo uspeli da dođemo do njih.
U međuvremenu, želimo da vas obavestimo da će Live Chat od danas pa nadalje rezervisati dobrote na račune igrača (jedan dobar po nalogu na čekanju). Ako ste bili pogođeni ovim problemom i još uvek čekate svoju poslasticu, kontaktirajte Live Chat o tome.
Razumemo koliko ova situacija može biti frustrirajuća i cenimo vaše strpljenje i razumevanje dok radimo na rešavanju ovog problema. Hvala vam na kontinuiranoj podršci, a mi ćemo vas obaveštavati o napretku ovog pitanja.
Srdačan pozdrav,
Scatterhall / Spinpirate
Dear players,
We hope this message finds you well. We regret to inform you that it has come to our attention that payments are still being stuck at NodaPay. We were only made aware of this issue Thursday Late afternoon and have been trying to contact NodaPay to resolve it. Unfortunately, we have not been able to get through to them so far.
In the meantime, we want to let you know that Live Chat will be booking the goodies onto player accounts from today onward (one goodie per account waiting). If you have been affected by this issue and are still awaiting your goodie, please get in touch with Live Chat about it.
We understand how frustrating this situation can be, and we appreciate your patience and understanding as we work to resolve this issue. Thank you for your continued support, and we will keep you updated on the progress of this matter.
Best regards,
Scatterhall / Spinpirate
Još uvek nisam dobio novac. Osećam samo bes prema tebi. Već više od 3 nedelje čekam da mi stigne nagrada! Svake nedelje kažu da je problem rešen, a onda se ništa ne dešava! Zahtevam da mi odmah isplatite moj dobitak od 1500 €!
I still haven't received any money. I only feel anger towards you . I've been waiting for my prize to arrive for more than 3 weeks now! Every week they say the problem is solved and then nothing happens! I demand that you pay me my winnings of 1500 € immediately!
Nach wie vor ist bei mir kein Geld eingegangen. Ich empfinde nur noch Wut Ihnen gegenüber . Ich warte jetzt seit mehr als 3 Wochen auf den Eingang meines Gewinns! Jede Woche sagen sie das problem ist gelöst und dann passiert nichts! Ich verlange das sie mir meine gewinne in höhe von 1500€ sofort auszahlen!!
Cenimo ažuriranja i prihvatamo da rešavanje problema sa dobavljačem plaćanja može predstavljati izazov za kazino. Međutim, naš je stav da igrači ne bi trebalo da čekaju više od mesec dana da dobiju svoje dobitke. Kao rezultat toga, daćemo kazinu još nedelju dana da popravi situaciju. Ukoliko do utorka sledeće nedelje (11. aprila) od igrača ne dobijemo potvrdu da su primili sredstva, sve žalbe koje su u toku biće označene kao nerešene. Kazino će imati priliku da ponovo otvori ove slučajeve kada problem bude rešen. Nadamo se da će rok od nedelju dana biti dovoljan da sva povlačenja budu uspešno obrađena. Molimo igrače da nas obaveste ako dobiju sredstva do utorka. Hvala vam na strpljenju i saradnji.
We appreciate the updates and acknowledge that resolving the payment provider issue may pose a challenge for the casino. However, it is our stance that players should not have to wait for over a month to receive their winnings. As a result, we will grant the casino one more week to rectify the situation. If we do not receive confirmation from players that they have received their funds by Tuesday next week (11th of April), all ongoing complaints will be marked as unresolved. The casino will have the opportunity to reopen these cases once the issue has been resolved. We hope that the one-week deadline will be sufficient for all withdrawals to be processed successfully. We kindly request that players inform us if they receive their funds by Tuesday. Thank you for your patience and cooperation.
Nažalost, novac nije stigao. Sam sam kontaktirao NODA Pai, kako se ispostavilo, novac nikada nije poslat, pa nije ni „zaglavio". Ovo je laž iz kazina. Ovo je prevara.
Unfortunately no money has arrived. I contacted NODA Pay myself, as it turned out, the money was never sent, so it wasn't "stuck" either. This is a lie from the casino. This is fraud.
Es ist leider kein Geld angekommen. Ich habe selber Kontakt zu NODA Pay aufgenommen, wie sich rausgestellt hat, wurde das Geld niemals geschickt, sodass es auch nicht bei „ festhängen „ würde. Das ist eine Lüge des Casinos. Es handelt sich hierbei um Betrug.
Inače, NodaPai odgovara u roku od 15 minuta - 24 sata, svakodnevno.
By the way, NodaPay answers within 15 minutes - 24 hours, daily.
NodaPay antwortet übrigens innerhalb von 15 Minuten- 24 Stunden , täglich.
Na žalost, izgleda da pitanje kašnjenja plaćanja nije rešeno. Uprkos tome što smo priznali da kazino možda nije u potpunosti kriv, primili smo izveštaje od nekoliko igrača koji ukazuju da dobavljač plaćanja nije svestan problema. Štaviše, nismo primili nikakva ažuriranja od kazina o ovom pitanju. Kao rezultat toga, odlučili smo da zatvorimo sve nerešene žalbe kao nerešene.
Razumemo da ova odluka može biti nezadovoljavajuća za igrače koji čekaju svoje dobitke, ali se nadamo da će to podstaći kazino da preduzme akciju. Nadamo se da će smanjenje rejtinga kazina, kao rezultat ovih nerešenih slučajeva, poslužiti kao motivacija da izvrše neophodne promene. Kazino može zatražiti da se žalba ponovo otvori u budućnosti ako je proces povlačenja fiksiran. U međuvremenu, pozivamo kazino da obavesti svoje igrače o problemu povlačenja i da marljivo radi na pronalaženju alternativnih načina plaćanja za svoje klijente.
Disappointingly, it appears that the issue of delayed payments has not been resolved. Despite acknowledging that the casino may not be entirely to blame, we have received reports from several players indicating that the payment provider is unaware of the problem. Furthermore, we have not received any updates from the casino on this matter. As a result, we have decided to close all outstanding complaints as unresolved.
We understand that this decision may be unsatisfactory for players who are awaiting their winnings, but we hope that it will prompt the casino to take action. We hope that the decrease in the casino's rating, as a result of these unresolved cases, will serve as a motivation for them to make the necessary changes. The casino may request that the complaint be reopened in the future if the withdrawal process is fixed. In the meantime, we urge the casino to inform its players about the withdrawal issue and to work diligently to find alternative payment methods for its customers.
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Casino.guru je nezavistan izvor informacija o online kazinima i online kazino igrama, i nije kontrolisan od strane bilo kojeg operatora igara ili bilo koje druge institucije. Sve naše recenzije i vodiči su kreirani iskreno, u skladu sa najboljim znanjem i rasuđivanjem naših članova iz ekspertskog tima; ipak ovaj sadržaj je napravljen u informativne svrhe i ne bi smeo i trebao da se tumači kao pravni savet. Bitno je da uvek ispunite sve regulatorne zahteve pre nego počnete igrati u određenom kazinu.
Proverite svoj inboks i kliknite na link koji smo Vam poslali:
youremail@gmail.com
Link će isteći za 72 časa.
Proverite svoj "Spam" ili "Promotions" folder ili kliknite na dugme ispod.
Konformacioni e-mail je poslat ponovo.
Proverite svoj inboks i kliknite na link koji smo Vam poslali: youremail@gmail.com
Link će isteći za 72 časa.
Proverite svoj "Spam" ili "Promotions" folder ili kliknite na dugme ispod.
Konformacioni e-mail je poslat ponovo.
