Den 19. juli anmodede jeg om en hævning på $3.000. På grund af udbetalingsgrænser var jeg dog nødt til at dele mit udtræk op i to dele. Jeg anmodede om en for $2.000 via Coindraw, som foregav at være den hurtigste tilbagetrækning. Derefter indsendte de resterende $1.000 som en Bitcoin-udbetalingsanmodning. Jeg kontaktede kundeserviceteamet flere gange efter den 19. juli og bad om opdateringer om, hvornår jeg kunne forvente min udbetaling. Til at begynde med fik jeg at vide 3-5 dage for Coindraw-udbetalingen, og derefter 14-17 hverdage senere for Bitcoin-hævningen. Efter 3 dage begyndte kundeserviceteamet at fortælle mig, at Coindraw var under korrigerende vedligeholdelse, hvilket forsinkede min udbetaling i et par dage.
Den 26. juli modtog jeg det vedhæftede brev fra udbetalingsafdelingen, hvori jeg sagde, at Coindraw var nede, at min udbetalingsanmodning blev annulleret, og at jeg venligst skulle anmode om det igen via Bitcoin. Så jeg annullerede også Bitcoin-tilbagetrækningsanmodningen og sendte en Bitcoin-tilbagetrækningsanmodning på $2.500.
Jeg kontaktede kundeservice og spurgte dem, hvornår jeg kunne forvente det, og vedhæftede det brev, jeg havde modtaget. Jeg fik at vide, at det ville tage 7 hverdage at blive godkendt, og yderligere 7-10 hverdage til udbetaling.
På den 7. hverdag så jeg, at udbetalingen var godkendt. Kundeservice sagde igen, at det ville tage 7-10 hverdage, før udbetalingen blev sendt.
På den 7. arbejdsdag spurgte jeg, om jeg ville modtage udbetalingen, og fik at vide "nej, men bliv ved med at vente til den 10. hverdag, før jeg eskalerer." Samme svar på den 8. dag og den 9. dag.
På den 10. hverdag, som var torsdag den 17. august, spurgte jeg igen, om jeg kunne forvente udbetaling den dag. Jeg fik at vide, at det ville blive eskaleret, og at jeg ville modtage en opdatering om 24-48 timer. Jeg præciserede, at det var "kalendertimer" og ikke "åbningstider". Dette blev bekræftet, hvilket betyder, at jeg ville få svar engang mellem fredag og lørdag den 18. og 19. august.
Den 18. august, efter at der var gået 24 timer, bad jeg om en opdatering, og fik at vide, at jeg ville have en opdatering 48 timer efter eskaleringen. Så jeg kontaktede igen lørdag, efter 48 timer, og fik at vide, at jeg ville modtage en opdatering inden for 2-3 hverdage efter eskaleringen, ikke 48 timer.
Den 3. hverdag efter at sagen blev eskaleret, hvilket var tirsdag den 22. august, nåede jeg igen ud. Jeg fik at vide, at der ikke er nogen opdatering endnu, men jeg vil modtage en e-mail, når der er en opdatering om eskaleringen. Jeg blev forsikret om, at jeg ville modtage mine gevinster, og at jeg bare skulle vente længere.
I onsdags fik jeg at vide, at min udbetaling tirsdag var blevet markeret til betaling, og at det normalt tager 24-48 timer at modtage midlerne, når først det er markeret. Dette ville have indikeret en udbetaling torsdag den 24. august. I stedet fik jeg igen at vide, at jeg skulle vente længere.
I løbet af dette havde jeg en vis kommunikation med udbetalingsteamet via e-mail. I hver af e-mails fik jeg den samme besked: Den er blevet sendt til en tredjepartsleverandør til betaling, og de er forsinket. Vi kan ikke fortælle dig, hvem leverandøren er af sikkerhedsmæssige årsager, vi kan ikke fortælle dig, hvornår du kan forvente betaling. Må bare blive ved med at vente.
Jeg har stort set modtaget den samme e-mail fra udbetalingsteamet, hver gang jeg vender tilbage til dem.
Jeg har vedhæftet al kommunikation, jeg har gemt, inklusive et par af de kundeservicechat, som jeg huskede at sende til mig selv, og de e-mails, jeg har modtaget fra udbetalingsteamet.
I dag, den 31. august, er det den 20. hverdag og den 28. kalenderdag siden min udbetalingsanmodning blev godkendt, og for kun 30 minutter siden modtog jeg "bliv ved med at vente"-e-mailen fra udbetalingsteamet.
On July 19th, I requested a withdrawal for $3,000. However, due to withdrawal limits, I had to break my withdrawal into two parts. I requested one for $2,000 via Coindraw, which was purported to be the fastest withdrawal. Then the remaining $1,000 I submitted as a Bitcoin withdrawal request. I reached out to the customer service team several times after July 19th, requesting any updates on when I could expect my payout. Initially, I was told 3-5 days for the Coindraw withdrawal, and then 14-17 business days later for the Bitcoin withdrawal. After 3 days, the customer service team started telling me that Coindraw was undergoing corrective maintenance, delaying my payout for a few days.
Then on July 26th, I received the attached letter from the payouts department, saying that Coindraw was down, that my withdrawal request was canceled, and to please re-request it via Bitcoin. So I canceled the Bitcoin withdrawal request as well, and submitted a Bitcoin withdrawal request for $2,500.
I reached out to Customer Service, asking them when I could expect it, and attached the letter I had received. I was told that it would take 7 business days to be approved, and another 7-10 business days for payout.
On the 7th business day, I saw that the payout was approved. Customer service again said that it would take 7-10 business days for the payout to be sent.
On the 7th business day, I asked if I would receive the payout, and was told "no, but keep waiting until the 10th business day before escalating." Same response on the 8th day and the 9th day.
On the 10th business day, which was Thursday, August 17th, I again asked if I could expect payout that day. I was told that it would be escalated, and that I would receive an update in 24-48 hours. I clarified that it was "calendar hours," and not "business hours." This was confirmed, meaning that I would get an answer sometime between Friday and Saturday, the 18th and 19th of August.
On the 18th of August, after 24 hours had elapsed, I asked for an update, and was told that I would have an update 48 hours after the escalation. So I reached out again on Saturday, after 48 hours, and was told that I would receive an update within 2-3 business days of the escalation, not 48 hours.
On the 3rd business day after the case was escalated which was Tuesday, August 22nd, I again reached out. I was told there's no update yet, but I would receive an email once there's an update on the escalation. I was reassured that I would receive my winnings, and that I just had to wait longer.
On Wednesday, I was told that on Tuesday my payout had been marked for payment, and that it usually takes 24-48 hours to receive the funds once it is so marked. This would have indicated a payout on Thursday, August 24th. Instead, I was again told that I would have to wait longer.
During this, I had some communication with the payouts team via email. In each of the emails, I got the same message: It's been sent to a 3rd party vendor for payment, and they are delayed. We can't tell you who the vendor is for security reasons, we can't tell you when to expect payment. Just have to keep waiting.
I've received essentially the same email from the payouts team each time I reach back out to them.
I've attached all communication I have saved, including a few of the customer service chats that I remembered to email to myself, and the emails I've received from the payouts team.
Today, August 31st, is the 20th business day and the 28th calendar day since my withdrawal request was approved, and only 30 minutes ago did I get the "please keep waiting" email from the payouts team.
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