Did Trustly confirm the tech problems they were having?
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.
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
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.