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Scatter Casino has a delay. My documents are still not verified after 5 weeks. 

On the 12th of December I sent my document for verification to receive my winnings. I decided to transfer that money back to my account but when I later, on the 31 th of December, made new requests for payout, my document were not verified yet. I have requested a payout of 5100 euro total (1800 euro and 3300 euro).

I contacted Scatters casino online through chat to ask about the status of my requests. They told me I would receive an email soon. I just had to wait. Because I did not received an email, I contacted them again. And then they told me, that they never received my documents. I tried sending them again to documents@hd.scatters.com. Several times because they still did not receive them. On the 5 of January I sent them also to the servicedesk and they escalated it to the right department. On the 6th when I again asked for the status by email, the servicedesk informed me that they've pushed it as a high priority. It would take 3 to 5 working days since it became high priority and I was assured that my document are actually in the process of reviewing.

My documents are still not verified en the only answer I get is that they will be verified soon. 

Dear Ahassie1973,

Thank you very much for submitting your complaint and forwarding all the relevant communication and screenshots. 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. None of the serious and licensed casinos takes KYC lightly.

Have you been advised what specifically seems to be a problem in verifying your account?

I hope we will be able to help you to resolve this issue as soon as possible. Thank you in advance for your reply.

Best regards,

Petronela

Dear Petronela,

Thank you very much for your respons to my complaint. The only reason they give, and keep giving, is a delay due to increasing requests. No specific reason concerning my documents.

Kind regards,

Ahassie

Hi Petronela,

I would like to inform you that just now I got an email saying that they actually have verified my document (whopee) though they were missing my proof of adres (the screenshot I sent was not valid) and a picture of my creditcard showing more numbers than it did. Seems reasonable to me. So I sent them the right documents. Lets hope everything is sorted out soon... Soon like within days.

Kind regards,

Ahassie

Thank you very much, Ahassie, for the update. I will be waiting for more good news patiently.

Thank you for waiting and being there for me. I received an email that my withdrawals are approved so I should be receiving it this week 🙂

No problem, Ahassie. We are here to help. I'm waiting for your confirmation regarding successfully received winnings.

And the final good news is, that I received the money today. I took a long time but I did get it🙂. Again thanks for being there, and your willingness to help. I really appreciate it.

Perfect 🙂 As the complaint has been successfully resolved, we will now close it as ‘resolved’ in our system. Thank you very much, Ahassie, 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.

Best regards,

Petronela

Casino.Guru