RESOLVED: Scatters Casino with owner Gammix Ltd. doesn’t answer on claims!

I send an valid and correct claim to Scatters casino first week of May and despite I pushed them every week during four month, they simply ignore it and obviously decided to handle clients claim by not act or answer. I have also asked them many times to send me my made transactions as well as copy of theirs previous T&C due to they changed them after they received my claim, but also there just totally silence. Even the worst blacklisted scam casino´s normally answer anyway, while Scatters casino just simply don´t care.   
Casinomeister have asked them as well many times about it but no answer to them as well. MGA also doesn't answer. 

Background on my claim is that I having a problematic playing addiction as I went into after my divorce six years ago. It all ended up so badly that I was hospitalized for my addiction under three month during 2018. I therefore started at that time to use the Swedish playing tool game break which locked myself for all gaming at all casinos whom have license in Sweden, and by law can approach players in this market.  According to the Swedish law from January 2019, only casino whom have license in Sweden have legal right to act here and to approach Swedish player. It is stated clearly that a casino without Swedish license are making an criminal action if they in any way do marketing or process Swedish players. To offer bonuses or campaigns except the first welcome- bonus is also strictly forbidden, even for a casino with license.

1: Scatters VIP staff did without Swedish license during 2020/2021 active and deliberately processed me on weekly basis with running campaigns, bonuses and cashbacks encourage me to play, despite they very well know it´s against the Swedish law. I have whole binder of material that proofs this.  

2. CJEU has have repeatedly recognised EU countries’ rights to restrict the cross-border supply of certain gambling services where necessary to protect public interest objectives such as the protection of minors, the fight against gambling addiction, and the prevention of crime and fraud.

  3. Scatters T&C (contract) will be classified as unfair according to EU Directive 93/13 of 5 April 19, and a company’s T&C doesn’t go above country laws and EU directives. T&C (contracts) shall not obliging the consumer to fulfil all his obligations where the seller or supplier doesn’t. 

4. It is also stated according to Chapter 19, second paragraph of the Swedish Gaming Act: "there is an obligation not to provide Payment Solutions to casino whom lack a Swedish license". I have thereby asked Scatters repeatedly for my made transactions, but they refuse to answer that as well.

5. It was on top of all this also quite obvious for Scatters that I had a heavy playing addiction. 

One example was when I had an balance of euro 75.000 and wanted to make an withdrawal in August 31 -2020.  Then they suddenly asked for huge many additional document despite I was verified already. But when I sent all that asked additional docs as they wanted, my withdrawals was still not processed 5 days later. In the end I played it all back of course as they waited for, and after that they gave me a lot of big free bonus money and encourage me heavily to continue. All this correspondence is saved of course. They on the other hand never asked for such extra documents during my huge deposits, as they must according to the T&C.

6. There where two other casinos involved in my claim process for same issue and both of them chose an settlement instead of a process. They of course understood that they had broken the law, while Scatters decided to not even answer. Scatters have got proof on these settlements as well. 

7. My damage is so much more than just money, but I choose to legally only demand reimbursement for my net loss euro 59.180 as I made with Scatters during 2020/2021 when theirs loyal team against the Swedish law and EU directives, processed me more or less every day by phone and mail.

Jan Kristianssson 

Hello Jan Kristiansson

We are very sorry for everything that is happening to you regarding the situation with this casino. We completely understand your frustration and that you are very dissatisfied with the work of the aforementioned Casino. We will try to help you by contacting the Casino and conveying your concern, where we hope to receive a response and clarification.

Could you please send us your Casino Username via private message so we can get in touch with Casino Rep?

Thank you in advance.

Hi there Berks,

My username on Scatters Casino (as they closed down when I sent my claim) is: **********

There’s VIP managers searched me up via What’s Up and processed me mostly that way.

Thanks a million times for trying to help me in this issue because I am totally helpless due to they don’t answer me. I don’t think you understand what it means to me. 💐

Jan Kristianssson.

Hello Jan Kristiansson

Thank you for sharing your account details to us. We will notify Casino Rep in order to clarify this matter.

Keep you posted for any updates.

Hello Jan Kristiansson,

Unfortunately, we still haven't received any feedback from their side regarding this issue. We will ping them again in hopes that we can get a proper clarification. 

Keep you posted.

Thank you for the feedback, As with all feedback we appreciate and would like to address the comments. Regarding this case at hand we are extremely sorry to hear of the addiction difficulties they faced. We take social responsibility extremely seriously and in doing so we do regular checks in an attempt to always keep players safe.

To address the points mentioned:

The player did not receive any more or less bonus percentage than any other normal player as would be expected on an MGA licensed casino.

The last terms update was made on the 5th of July 2023 and the main changes related to the privacy policy as to reflect the regulatory changes. Should the player want a copy of the old terms they may get them by contacting the relevant department.

Due to the nature of this player's case it had been escalated to the legal department who got back in contact with the player. The legal team had replied to the player but it seems that the player was not satisfied with their reply. Since then the player has been coming to the support team often wanting a different reply. Unfortunately, our support team can not answer for the legal department, thus, the player was informed accordingly. Yet they still kept on coming to the support team whom they are aware can not assist them in the matter. Eventually the support team stopped replying after informing the player that there is nothing they can do as the customer would need to speak to the legal department as it is up to their discretion.

We also take money laundering very seriously and so the KYC and Extended KYC documents are requested in line with the AML policies

 Moreover at no point did Scatters market toward Swedish customers and the player found our casino on their own accord.

In sum we promote fair and responsible gaming at our forefront and are always happy to discuss and assist the customers. However, due to the legal escalations from this customer, they will not be able to discuss any of it with the support team as their case had been passed on to the legal team, whose decision would be final.

As Casino Rep clarified this case, we will mark it as Resolved.

Hi there,

Sorry for late reply but I didn´t find this information until now.

They are just full of shit frankly! This is the worst behavior I ever have experienced.

Firstly, I have not got one single mail or answer from theirs legal department as they say above and now 6 months have past, and still no information what so ever. If they now have sent some info, then they have sent it to my old closed mail adress: [email protected]. I have informed them many times that I don´t have that mail anymore and I have also sent my docs to verifiy that I am the owner of this new mail: [email protected]. I have informed several of times that they must send any answer to this new mail.

To sum it up, they have not answered me once during a half year now about what is happening with my claim! 

And they also by the way are lying about how extremely hard they processed me.

VIP managers called and texted me every single day to make me continue playing.

One time I had an big withdrawal pending but they never paid it, just asked for more and more documents during weeks. Finally I of course played it all, and they gave mefree bonus money then as you can see on euro 6.500, another week 50% in free bonus.

Is this normal processing and normal given bonuses as they writing? Not in my book.And they where on top of that not allowed to process me at all according to the CJU/ Cross boarder Gaming rules.

I can't add the files here but can send it if you give me an mail / Jan K 

Here are the pictures/ Jan K

And what is He really saying here? Is it still under legal departments investigation or not? I haven't heard a single word from them during half year. Shall they really getting away by not answering and then lie about it all. Jan K