Scatters Casino - delaying withdrawal

[Strelaks]

I´ve been playing at Scatters Casino since about the beginning of 2020.

In January I sent documents that are requested such as copy of ID, bank statement and proof of address.

In their FAQ it says that they validates withdrawals within up to 48 hours. To speed up the process, you can email the requested documents.

 

Since then I`ve made several deposits and only one withdrawal which was processed in 24 hours. This withdrawal was under €100. (I´ve made more withdrawal requests that I later on cancelled)

 

Now to my problem:

More then 5 days ago I requested a withdrawal (€1050). I got an email from the support where they requested documents that shows “source of wealth”, and the KYC documents that I´ve sent I January. I sent the documents in the morning of the 19^th of March. I then cancelled the withdrawal, was able to win some more and requested a new withdrawal in the morning of the 20^th of March (€2000). Since then nothing have happened.

 

The only info I get regarding why the withdrawal is taking so long is when I contact the support. I contacted the live support three or four times and sent about four emails, and it seems that I get different answers every time.

The answers I got is:

It can take up to 48 hours.

They will speed it up.

They have to validate the documents, which can take up to 48 hours, and the an additional of up to 48 hours for the withdrawal to be approved.

They are doing “standard security checks” with can delay the withdrawal.

It should be processed soon.

It depends on the workload.

A withdrawal can take up to 72 hours even without the security checks.

And so on…

 

To summaries it:

They got the KYC documents in January. They requested this again, plus source of wealth- documents, which they received on Thursday morning (2020-03-19)

I requested the €2000 withdrawal on the night to/morning of Friday (2020-03-20, about 104 hours ago)

Nothing have happened since then. The only info I get is when I contact them, and they give me different answers.

And of course, I can still cancel the withdrawal….

Since I´ve read about others that had/having the same problem with larger withdrawals from this casino I thought I post it here.

I´ve been playing on many casinos for many years and never had this problem before.

 

[razmansir]

Strelaks, your story sounds way too familiar. Scatter casino gave me the same ridiculous excuses, workload, security check, re-sending of already verified documents, time frames for each process etc. They even had the audacity after waiting 14 days to say that their security team is checking to see if i was a politically exposed person( PEP), wtf right?  I have never had such an ugly experience before and thought to myself that i would most likely have to take it up with MGA. Took them 21 days for them to process it and the minute i got it, i gave them a piece of my mind and closed my f**king account. 

You will get your money but they want you to reverse and RIP IT ALL, thats the honest truth. They are still a young casino and need all the renevue:)

[Strelaks]

Funny story:

I sent an email to their support once again. This time I wrote that I posted a complain here and that I changed my loss limit/day to €1. 30 minutes later the withdrawal was approved.

Happy about the money, but not how they handled it, and I will not play there anymore.