Jeg indsender denne klage vedrørende en udbetalingsanmodning, jeg indledte hos Chachabet Casino den 18. september 2024 (udbetalings-id: WITHDRAWAL_635e913d-712b-4922-b5bf-c8e15b091d9a). På trods af flere forsøg på at løse problemet gennem kundesupport, forbliver tilbagetrækningen ubehandlet i over 13 dage, og jeg har modtaget vage og utilfredsstillende svar i hele denne periode.
Tidslinje for begivenheder:
18. september 2024: Jeg anmodede om en udbetaling og blev informeret af VIP-manageren om, at nogle af mine seneste indbetalinger ikke var nået frem til deres bankkonto, hvilket forårsagede forsinkelsen. Jeg blev bedt om at vente, indtil indbetalingerne var behandlet.
19. september 2024: Efter at have krydstjekket min konto, bemærkede jeg, at indbetalinger foretaget den 11. september og 13. september var blevet debiteret min bankkonto, men Chachabet hævdede, at de ikke havde modtaget dem. På trods af min bekymring over, hvor lang tid dette tog, fik jeg simpelthen besked på at vente uden yderligere afklaring om en tidsramme.
22. september 2024: Efter 11 dage fulgte jeg op, men fik igen at vide, at indbetalingerne stadig ikke var modtaget. Jeg bad om specifikke detaljer om, hvilke indskud der var afventende og fik ingen specifikke svar. Chachabet blev ved med at insistere på, at aflejringerne var "på vej" uden at give noget bevis eller klarhed.
24. september 2024: Frustreret over manglen på gennemsigtighed fremlagde jeg mit kontoudtog, der viste, at indbetalingerne blev debiteret min konto, og jeg bad om bevis fra deres side for, at pengene ikke var ankommet. VIP-chefen sagde, at de ville overføre oplysningerne til deres økonomiafdeling, men igen var der ingen klar tidslinje.
Bankbekræftelse: Jeg kontaktede min bank, som bekræftede, at alle transaktioner var blevet behandlet. Banken leverede endda BULK leveringskoder til Chachabet for at verificere transaktionerne. Jeg delte disse koder med Chachabet, men de hævdede stadig, at de skulle tjekke med deres økonomiafdeling, hvilket forsinkede løsningen yderligere.
24. september 2024: Efter alt dette frem og tilbage og beviser og beviser for, at jeg sendte dem, sagde de, at vi skulle give os noget mere tid, mens vi undersøger dette. De sagde også, at de vil sende mig beviserne på, at transaktionerne er "på vej", hvorfor de krediterede beløbet på min Chachabet-kontos hjemmeside, så jeg kunne spille med det. Dette bevis kom aldrig. Nu lige pludselig, efter at de har fået alverdens beviser, er pengene blevet refunderet til min bankkonto 13 dage efter jeg indsatte beløbet, spillede med det, vandt væddemål med det og ansøgte om hævning af det. Nu efter alting refunderer de det til mig, så de ikke skal betale udbetaling af de penge, som jeg vandt ved at spille på deres hjemmeside.
I am submitting this complaint regarding a withdrawal request I initiated with Chachabet Casino on September 18, 2024 (Withdrawal ID: WITHDRAWAL_635e913d-712b-4922-b5bf-c8e15b091d9a). Despite multiple attempts to resolve the issue through customer support, the withdrawal remains unprocessed for over 13 days, and I have received vague and unsatisfactory responses throughout this period.
Timeline of Events:
September 18, 2024: I requested a withdrawal and was informed by the VIP Manager that some of my latest deposits had not reached their bank account, which was causing the delay. I was asked to wait until the deposits were processed.
September 19, 2024: After cross-checking my account, I noticed that deposits made on September 11 and September 13 had been debited from my bank account, yet Chachabet claimed they hadn’t received them. Despite my concern about how long this was taking, I was simply told to wait with no further clarification on a time frame.
September 22, 2024: After 11 days, I followed up, but was again told the deposits were still not received. I asked for specific details about which deposits were pending and was given no specific answers. Chachabet kept insisting that the deposits were "on the way" without offering any evidence or clarity.
September 24, 2024: Frustrated with the lack of transparency, I provided my bank statement showing that the deposits were successfully debited from my account, and I requested proof from their end that the funds had not arrived. The VIP Manager said they would transfer the information to their finance department, but again, no clear timeline was provided.
Bank Confirmation: I contacted my bank, which confirmed that all transactions had been processed successfully. The bank even provided BULK delivery codes for Chachabet to verify the transactions. I shared these codes with Chachabet, yet they still claimed they needed to check with their finance department, further delaying the resolution.
September 24, 2024: After all this back and forth and proof and evidence that I sent them they said give us some more time as we investigate this. They also said they will send me the evidence of the transactions being "on their way" which is why they credited the amount in my chachabet account website so I could play with it. This evidence never arrived. Now all of a sudden after they got all the proof in the world, the money has been refunded to my bank account 13 days after I deposited the amount, played with it, won bets with it and applied for withdrawal of it. Now after everything they refund it to me so that they don't have to pay withdrawal the money that I won by playing on their website.
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