Trustly - known tech issues ? - Videoslots

mimi26

Meister Member
Joined
May 17, 2012
Location
uk
This is really strange, firstly because I was told trustly is not being used at videoslots and secondly have had a few withdrawals from both leo vegas and royal panda they have been instant except for one which too around 24hrs but that was when the TSB was being upgraded so just put it down to my bank, if you look at trustly reviews on trustpilot though this is happened to a lot of people
 

5ta

Registered
Joined
Aug 11, 2014
Location
West Midlands
Yea, I understand why they use a third party to accomplish the goal but it certainly has left a terrible first impression. I guess if they do it to enough people they do handsomely on interest rates. I love fast withdrawals, being so used to them.... this was painted as quick, then even quicker during the process and has currently died at the roadside with no one really caring (who should). And would you believe it, trustly host no contact number.
 

5ta

Registered
Joined
Aug 11, 2014
Location
West Midlands
I have had a somewhat ominous reply from them (trustly). They say it was submitted for processing on their system however the money never got sent to me and wasn't debitted from them either. I'm now waiting for god knows what to happen at any given time span.

At least they have accepted the fault somehow lies in their system. I am expecting them to blame me maybe to say I have entered some detail wrong when in fact everything was copied directly from my online banking account. IBAN etc and I know my bank details off by heart.

However I have to say this is a terrible black hole right now that is causing me problems because I trusted the system would work as stated. I have had to ditch activities and helping someone I care about so far.
 

5ta

Registered
Joined
Aug 11, 2014
Location
West Midlands
Withdrawals
Date Status Transaction Type Amount £
05/07/18 14:33:09 GMT Approved Trustly -500.2

Email from Trustly

Emily replied:
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JUL 10, 2018 | 09:20AM CEST
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Hi,
Your transaction is getting rejected for some reason and therefore, you have not received it yet.
We will investigate it further and get back to you when we have an update.
Thank you for your patience.
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Best regards,

You do not have permission to view link Log in or register now.


Emily - Payment Agent

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I have now twice asked them to call me. I have also asked VS to call me. I wonder if anyone will call.
No one has asked me anything in regards to verifying details, IBAN and account numbers etc.
Inforamtion is being given on request but if I don't ask, they don't tell me anything.

I am almost fully regretting going to videoslots.
 

colinsunderland

Experienced Member
webmeister
MM
Joined
Jan 28, 2016
Location
uk
I'm not being funny here, but Videoslots should be doing this for you, you shouldn't have to run around chasing payment providers. If I buy something from a shop, get a refund, it doesn't appear in my bank after a few days, I would be going back to the shop not running around ringing merchant services chasing the payment.
 

5ta

Registered
Joined
Aug 11, 2014
Location
West Midlands
Honestly Colin, I was handling it well in regards to 'pissed off' amounts but now something else has happened in my life that has pissed me off and it just highlighted how much these guys are taking the piss with their laid back careless attitude. I mean, it looks great when a rep appears but to do nothing but inbox me an email address is starting to get to me now.
 

Dan.Videoslots

Dormant account
Joined
Apr 15, 2015
Location
Malta
Hello Colinsunderland,

We are investigating every claim for missing withdrawals but, unfortunately, how quick a resolution in these cases is found is dictated by the handling time set by the payment providers.

When we receive a claim for a missing withdrawal we first review our system to see if we can find any errors and should everything look good from our side, we need to escalate this to the provider as soon as we have collected the information the provider asks from us. Once this has been sent, we need to let the provider finish their investigation and as long as it is done in the time frame provided and until that has passed there is nothing further we can do to try to get this sped up.

Best regards,
Daniel.
 
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5ta

Registered
Joined
Aug 11, 2014
Location
West Midlands
Did Trustly confirm the tech problems they were having?

No Colin. All they have confirmed is that the payment is being rejected. I have to go out now and may not have access to all the details IF they call me and we try and resolve what the issue is. I appreciate there is protocol and method so all I can do is scratch my head until something bleeds right now. What are the odds they will call and I don't have access to certain details that could help resolve the issue.... hmm, would be just my luck.
 

colinsunderland

Experienced Member
webmeister
MM
Joined
Jan 28, 2016
Location
uk
Hello Colinsunderland,

We are investigating every claim for missing withdrawals but, unfortunately, how quick a resolution in these cases is found is dictated by the handling time set by the payment providers.

When we receive a claim for a missing withdrawal we first review our system to see if we can find any errors and should everything look good from our side, we need to escalate this to the provider as soon as we have collected the information the provider asks from us. Once this has been sent, we need to let the provider finish their investigation and as long as it is done in the time frame provided and until that has passed there is nothing further we can do to try to get this sped up.

Best regards,
Daniel.

But you told him there was no time frame, so what, does he just have to wait forever? He shouldn't be getting answers quicker than you from Trustly either. You also told him there were technical problems, yet Trustly seem not to know anything about them. Considering Trustly have confirmed they are having trouble sending the money, can you not retrieve the withdrawal and pay it to him by Skrill as a one off, as this clearly isn't his fault, which would resolve the situation :)
 
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5ta

Registered
Joined
Aug 11, 2014
Location
West Midlands
VS called....

Hello,

since we get cut off while talking, I rather right you an email to explain.

So we have sent a request to Trustly to investigate the matter, currently we are waiting on an answer.

Unfortunately we have no time frame for how long the investigation will take, since we do not have any inside in Trustly´s working policies.

As soon as there is any update we will immediately contact you again to notify you about the outcome.

Should you have further questions, please do not hesitate to contact us.

Have a wonderful day.

Best regards,

Yordy
Videoslots.com

------------------------------------------------------------------

I'm now starting to wonder if sods law will be the best reason yet. Truly disappointed.
 

5ta

Registered
Joined
Aug 11, 2014
Location
West Midlands
But you told him there was no time frame, so what, does he just have to wait forever? He shouldn't be getting answers quicker than you from Trustly either. You also told him there were technical problems, yet Trustly seem not to know anything about them. Considering Trustly have confirmed they are having trouble sending the money, can you not retrieve the withdrawal and pay it to him by Skrill as a one off, as this clearly isn't his fault, which would resolve the situation :)

I don't have skrill. The only thing that would satisfy me now is a manual bank transfer or a paypal transfer. Today.
 

Dan.Videoslots

Dormant account
Joined
Apr 15, 2015
Location
Malta
Hello again Colinsunderland,

I believe my wording was a bit off, five working days is what I was trying to communicate in that post, my apologies.

Should an issue be investigated but not resolved we will, of course, review different options on how to make sure these winnings is received.

Best regards,
Daniel.
 

5ta

Registered
Joined
Aug 11, 2014
Location
West Midlands
Hello again Colinsunderland,

I believe my wording was a bit off, five working days is what I was trying to communicate in that post, my apologies.

Should an issue be investigated but not resolved we will, of course, review different options on how to make sure these winnings is received.

Best regards,
Daniel.

I take it that means back to the visa card and another 5 days wait ? Or would someone be willing to extend some effort and get the funds to me instantly ? I really hope I am not waiting a period of 10 days after a promise of "a few minutes".
 

Dan.Videoslots

Dormant account
Joined
Apr 15, 2015
Location
Malta
Hello 5ta.

Once the investigation concludes the money will either be available in your account or sent back to us from Trustly, should it be returned to us we can review what the best course of action forward is.

Best regards,
Daniel.
 
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5ta

Registered
Joined
Aug 11, 2014
Location
West Midlands
Ok so this is getting really out of hand now.


Nicole replied:
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JUL 10, 2018 | 04:43PM CEST
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Hi,

We’re very sorry about this experience of yours. We completely understand that you wish this to be solved as soon as possible.

I will explain a bit what is happening from our side at the moment so that you will get an update on your transaction. I hope this will be helpful.

We’re currently still investigating why your transaction is being rejected. Your case is prioritized by a very dedicated team, and I and my colleagues are keeping an eye on it in order to make sure that we provide you with updates as soon as we have any new information.

Due to security reasons, we cannot provide any information over the phone. You’re still very welcome to call us, but I just want to inform you beforehand so that you know the reason to why we can’t provide any specific information over the phone.

I’m confident we’ll find a good solution to this situation, it’s just a matter of time.

Meanwhile, please know that you’re welcome to contact us and we’ll assist you the best we can.

Thank you for your patience.
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Best regards,

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Nicole
Payment Agent

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So they can't give me any details yet will still accept my call.. what on earth for ? a depressing pointless chat.

Dan I want this sorted today. This is day 5.
 

mimi26

Meister Member
Joined
May 17, 2012
Location
uk
Dan I think you should pull Trustly until this is sorted, this is really not good enough
 

5ta

Registered
Joined
Aug 11, 2014
Location
West Midlands
Hello,

We have received word from Trustly today and, unfortunately, they are unable to transfer the money to your account. The information we have received from Trustly claims that there seems to be an issue with the account number being used and we hope the receive the funds back today.

Once the money has landed in your account you can try requesting a new withdrawal, just make sure to review the information entered so everything is correct and the money should arrive shortly after.


Best regards,

Tom Forsberg
Videoslots.com


-------------------------------------------------------------

Two things... as expected I have gotten the blame and I know that's not the case as I expertly checked to make sure details were correct. I have also requested Tom escalates this matter and requests a manual transfer so I can get these much needed (budgeted around) funds today. The only other method is back to visa which is another 5 working days making this a true headache and leaving me very reluctant to want to use VS again.

The sad part is whatever is claimed, I know isn't true so I have absolutely no idea what really happened.

As I trusted the system and it failed, I hope that a little tiny bit of rocket science can happen to solve this matter today. The other annoying part is the black hole of not being told anything and having to question to either be ignored or then get information which was then of course followed by the "you can call us but we won't tell you anything" from trustly. Of course, I recognise I have no contract with them.

A terrible experience.
 
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