The operator in question is stalling with withdrawals. I initiated a withdrawal on saturday, 27th of october 2012. As per their terms, withdrawals take a maximum of 48 hours (business) to process, and an additional maximum 48 hours (business) in case documents are requested.
The operator requested the following documents from me:
- Scan of an identity card (passport, drivers licence) - I submitted both
- A screenshot of my Moneybookers account - which I also submitted.
The requested documents were submitted on monday, 29th of october, 2012.
After I made a query about the state of the withdrawal process on tuesday, 30th of october, 2012 I found out that the Moneybookers screenshot I sent them was inadequate, as it did not show the deposit I made to the operator. Before sending in the documents, I made sure via their liveperson chat, that a screenshot of the Moneybookers front page would be adequate.
I further queried the state of the withdrawal process on wendnesday, 31st of october, 2012 to find out that they would be in contact the following day (thursday, 1st of november, 2012).
As I did not hear anything from them on that day, I made yet another query - only to find out that my documents needed "extra checking", and that they would be in contact on friday, 2nd of november, 2012 at the latest.
After not hearing anything from them, I checked the situation again, to find out that this time they'd be in contact on Monday, the 5th of november, 2012.
During the course of this situation, I've initiated most of the livechat conversations in english, only to recieve a reply in finnish instead. I've tried emailing transcripts of the latest conversations to my email address, but I havn't recieved any of them.
As I found out, that the documents I sent them needed "extra checking", I tried asking them whether there is something wrong with those documents. First, the response I got, was that in rare cases they handle things this way, the second response was that the delay was due to a "team leader" checkup. The third answer for the delay I got was more clear cut - their payments department is backed up, followed by a statement "apparently players have won a lot of money "
Quite frankly, I do not believe, that I'll be seeing that money on Monday, nor will I be hearing from them on monday either. Going by my gut feeling, I'm sure they'll find a way of keeping the money.
And let's not be mistaken, this farce isn't due to a win measured in thousands, it's a sum of €150 they're withholding.
I asked from their livechat, that who is in charge of running the place, and their software. It was something called Neogames.
Thank you for anything that might result from this
The operator requested the following documents from me:
- Scan of an identity card (passport, drivers licence) - I submitted both
- A screenshot of my Moneybookers account - which I also submitted.
The requested documents were submitted on monday, 29th of october, 2012.
After I made a query about the state of the withdrawal process on tuesday, 30th of october, 2012 I found out that the Moneybookers screenshot I sent them was inadequate, as it did not show the deposit I made to the operator. Before sending in the documents, I made sure via their liveperson chat, that a screenshot of the Moneybookers front page would be adequate.
I further queried the state of the withdrawal process on wendnesday, 31st of october, 2012 to find out that they would be in contact the following day (thursday, 1st of november, 2012).
As I did not hear anything from them on that day, I made yet another query - only to find out that my documents needed "extra checking", and that they would be in contact on friday, 2nd of november, 2012 at the latest.
After not hearing anything from them, I checked the situation again, to find out that this time they'd be in contact on Monday, the 5th of november, 2012.
During the course of this situation, I've initiated most of the livechat conversations in english, only to recieve a reply in finnish instead. I've tried emailing transcripts of the latest conversations to my email address, but I havn't recieved any of them.
As I found out, that the documents I sent them needed "extra checking", I tried asking them whether there is something wrong with those documents. First, the response I got, was that in rare cases they handle things this way, the second response was that the delay was due to a "team leader" checkup. The third answer for the delay I got was more clear cut - their payments department is backed up, followed by a statement "apparently players have won a lot of money "
Quite frankly, I do not believe, that I'll be seeing that money on Monday, nor will I be hearing from them on monday either. Going by my gut feeling, I'm sure they'll find a way of keeping the money.
And let's not be mistaken, this farce isn't due to a win measured in thousands, it's a sum of €150 they're withholding.
I asked from their livechat, that who is in charge of running the place, and their software. It was something called Neogames.
Thank you for anything that might result from this