Question Earthport PLC (visa) withdrawal delay

[curremon]

Unibet and Maria casino are using Earthport for bank transfers.

Ive been waiting my money from last saturday from Mariacasino.
Ive talked with earthport and Maria.

Maria tells me and showed me receipt that they have paid withdrawal via earthport 11.4.2020. Earthport says they cant find any payments from Maria to me .

I think Visa has bought earthport last year and i think they wont mess around with peoples money right ?

So what i can do here.. Who to believe ?

 

[curremon]

Anyone ?

 

[Davey86]

Ask the casino for transaction number/reference for earth port to search their is always a unique trail and you won’t lose your money

 

[curremon]

I have that info.. i have full receipt from them and earthport says they cant find anything with that info..

 

[Harry_BKK]

Is it a bank transfer to your bank account?

If yes, Maria should have a UETR which is a unique tracking number attached to every international transfer via SWIFT. Earthport is only the intermediary processor, IMO. Looks like this:



With that number, anyone in the transaction chain can tell you exactly where the money is.

 

[curremon]

Thats something i cant see on receipt.. But they can i think. It feels like they are full retards at Mariacasino..

 

[curremon]

I contacted them week ago about it since something wasnt right.. Normally ive received money in seconds after approval.. this time i didnt.. They started to accusing my bank etc etc for delay even they knew the settlement day was set some reason to be 17.04 .... They knew this and still wasted my time and only yesterday they told me that date...

 

[Harry_BKK]

Thats something i cant see on receipt.. But they can i think. It feels like they are full retards at Mariacasino..

The UETR is issued by SWIFT once the transaction has been confirmed by a bank and has entered the SWIFT system. From there onwards, any bank (sending and receiving) and intermediaries can track a transfer using the UETR.

If yours is an international SWIFT transfer, then Maria should/must have it. I don't know though how Earthport is handling the payments, they might have local accounts.

 

[curremon]

Otherwise kindred group is pretty good but when it comes to problems like this they are 0/10

The UETR is issued by SWIFT once the transaction has been confirmed by a bank and has entered the SWIFT system. From there onwards, any bank (sending and receiving) and intermediaries can track a transfer using the UETR.

If yours is an international SWIFT transfer, then Maria should/must have it. I don't know though how Earthport is handling the payments, they might have local accounts.

Maria says they dont have anything like that.

 

[curremon]

Update.. Still havent received money and earthport has stopped answering to my emails...

 

[Harry_BKK]

@Mark_32Red might be able to help by giving his colleagues a nudge.

 

[curremon]

I really thought this group is good... Ive received better customer service at worst online casinos there is..

 

[curremon]

I want to make complaint but im not sure where to begin ?

 

[Harry_BKK]

This would be a good place: Submit Your Online Casino Complaint - Casinomeister

 

[curremon]

Whats strange here is that i cant contact their payment team at all.
I cant call them.
There is no casinomanager who to contact.. ( WTF ????)
When i spoked with earthport last week they were really helpfull etc.. Now suddenly they have stopped all contacts to me.
They keep promising updates via email but i never get them.

And best part is that they promised me my withdrawal today no matter can they solve issue or not. But i dont get it...

 

[Mark_32Red (retired acct)]

Hi Curremon,

Thats something i cant see on receipt.. But they can i think. It feels like they are full retards at Mariacasino..

Firstly I think name calling is rather inappropriate, as was the rather blunt PM you sent to me. But I'll overlook those and see if I can get hold of a colleague on Maria who can assist you. Would you kindly send over your registered username and full name via private message?

Thanks
Mark

 

[curremon]

Im start to get pretty pissed here... So maybe that comment was inappropriate .. But i dont like that people are lying to me...

 

[Mark_32Red (retired acct)]

Hi,

I have sent you a PM with the payment receipt from the payment which was sent on Sat 11th. This also includes the payment ID which your bank should be able to use to trace.

Mark

 

[curremon]

Got new receipt with new settlement date... Now its tomorrow instead of 17.4.. I'll update tomorrow when i DONT get my money.

 

[Mark_32Red (retired acct)]

As advised via PM, the settlement date always shows as the day after we download it from Earthport unfortunately, please ignore that. You should have received it by now, please take it up with your bank there's nothing futher we can do from our side.

 

[curremon]

Seriously.. How my bank could have it if it never reached to earthport... I SPOKE in phone with earthport and they havent got any payments from you to me...

And strange that you say there is nothing you can do and support in chat says they are trying to find it because there was problem with you and them...

WHAT THE FUCK IS GOING ON!!

 

[curremon]

" We have looked into this transaction and as per our agreement with our client Unibet we are unable to help with this matter.

In order to gain the assistance that you need, please contact Unibet direct.

So that we can investigate your below transaction, please ask Unibet to raise a case with us. "


Thats last reply from earthport..

And as far i understand Maria (unibet) has raisied case with them.. Still Mark here says that they cant help me... I dont know what to do here ? PAB ?

 

[Mark_32Red (retired acct)]

Ok, so now I know you had already escalated I spoke to a different department (the initial response was from the payments team who may not have known that it has been escalated).

I am advised that we're still waiting for a reply from Earthport. Everything on our side suggests the payment has gone successfully and they are investigating it from their side. I asked for estimated timescales and they said you should hear back in the next couple of days.

Apologies this is taking so long, but we're doing what we can to resolve by the sound of it.

Thanks for the extra information to allow me to dig a bit deeper.

Mark

 

[curremon]

Next couple of days ???? Seriously i raised this issue first time 11.4 when withdrawal wasnt isntant as it has allways been. No one gives shit even i was 100% sure something is wrong.. and here we are , 9 days later wondering what to do... Also i wonder why player is one to suffer when shit hits the fan.. You could pay me via trustly and chargeback that original withdrawal, or if it some reason gets paid to me ill pay it back. The amount is so small for you but nice amount for me... And thats something what we all can call customer support and fair play. But thats not going to happen right...

 

[Mark_32Red (retired acct)]

Next couple of days ???? Seriously i raised this issue first time 11.4 when withdrawal wasnt isntant as it has allways been. No one gives shit even i was 100% sure something is wrong.. and here we are , 9 days later wondering what to do... Also i wonder why player is one to suffer when shit hits the fan.. You could pay me via trustly and chargeback that original withdrawal, or if it some reason gets paid to me ill pay it back. The amount is so small for you but nice amount for me... And thats something what we all can call customer support and fair play. But thats not going to happen right...

I have given you all the information I have. If you’re not happy with the situation I suggest you raise a formal complaint with Maria Casino directly, or as you mentioned a PAB, however I am told the situation is being addressed so not sure what it would achieve.

I don’t think a “chargeback” is an option here and I can only assume they are required to wait until the processor finds the missing funds. We have sent you the cash, you haven’t received it - we’re at the mercy of a third party and we’re working with them to resolve. Your patience is appreciated.

Regards
Mark