Scatterhall Casino - 플레이어의 상금이 감소되었습니다.

After wagering my bonus, I won over €10,000. As I said bonus was implemented and completed. The next day there were only 1000€ in the account and the 9000 were just gone. No correct information, nothing why and wherefore

Nach dem ich mein Bonus umgesetzt habe , hab ich über 10000€ gewonnen. Wie gesagt Bonus war umgesetzt und abgeschlossen. Am nächsten Tag waren nur noch 1000€ auf dem Konto und die 9000 waren einfach weg . Keine richtige Auskunft nichts warum und weshalb

Dear matwlo,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem.

I have checked the general bonus terms and conditions, and this is what I found (here):

All withdrawals will be subject to an internal audit before being processed. scatterhall reserves all rights to void Bonuses or any winnings for failed audits. Player hereby consents in advance to the same. When depositing with Bonus the maximum Cashout for all reload bonuses (all bonuses without the first depositing bonus) will be 50 x of your last Deposit.

I would like to emphasize, that according to our Fair Gambling Codex, we consider imposed win limit to be unfair and predatory, only when it’s applied to a real money game, however, we accept bonus T&Cs that restrict the maximum cash out from a bonus play.

Could you please advise how much your last deposit that triggered the bonus was?

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

Best regards,

Petronela

Dear matwlo,

We are thrilled to congratulate you on your big win at Scatterhall! However, we would like to advise you that since you played with a bonus, as stated in our General Bonus Terms, the Bonuses have a max cashout of 50x of your last deposit. Only the First ever Deposit Bonus has no max cashout.

Based on your deposit of €20 (with Bonus €50), the max win amount is €1,000. Any winnings above this max win amount are forfeited, as per our terms and conditions. We apologise for any confusion this may have caused.

Additionally, we would like to remind you that all withdrawals are subject to an internal audit before being processed. Scatterhall reserves the right to void Bonuses or any winnings for failed audits, and by playing with a bonus, you consent to this in advance.

We appreciate your attention to our terms and conditions, and we are always available to answer any questions you may have.

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https://scatterhall.com/bonusterms/

7. Any „free spin" or „bonus" winnings resulting from bonus funds after the bonus has been wagered, lost or forfeited shall be removed.

8. All withdrawals will be subject to an internal audit before being processed. scatterhall reserves all rights to void Bonuses or any winnings for failed audits. Player hereby consents in advance to the same. When depositing with Bonus the maximum Cashout for all reload bonuses (all bonuses without the first depositing bonus) will be 50 x of your last Deposit.

****

If you have any further concerns or need clarification on our bonus terms, please don't hesitate to contact us. We are here to help and ensure that your experience at Scatterhall is both enjoyable and fair.

Thank you for playing at Scatterhall, and we look forward to seeing you at our casino again soon.

Best regards,

Scatterhall Team

Dear Matwlo,

I hope this message finds you well. I am writing to update you on the complaint you made regarding the remaining balance on your account.

Upon further investigation, we can confirm that the remaining balance on your account has already been played. Therefore, we can now close the complaint and consider the matter resolved.

We would like to thank you for choosing our casino, and we hope that you will continue to enjoy the wide range of games and services we have to offer. If you have any further questions or concerns, please do not hesitate to contact us.

Best regards,

Scatterhall

Thank you very much, Scatterhall Casino, for the update.

Dear matwlo,

I do apologize, but if you played your remaining balance already, there's not much we can do for you. Is there anything else we could try to assist you with?

Dear matwlo,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

I wish I could be of more help. I’m sorry we couldn’t help you to resolve this case, but please do not hesitate to contact us if you run into any issues with any other casino in the future. For the abovementioned reasons, I will now reject this complaint. Thank you for your understanding.