Podnosim ovu žalbu u vezi sa zahtevom za povlačenje koji sam pokrenuo u Chachabet kazinu 18. septembra 2024. (ID povlačenja: VITHDRAVAL_635e913d-712b-4922-b5bf-c8e15b091d9a). Uprkos višestrukim pokušajima da se problem reši putem korisničke podrške, povlačenje ostaje neobrađeno više od 13 dana, a tokom ovog perioda dobijao sam nejasne i nezadovoljavajuće odgovore.
Vremenski okvir događaja:
18. septembar 2024: Zahtevao sam povlačenje i VIP menadžer me obavestio da neki od mojih poslednjih depozita nisu stigli na njihov bankovni račun, što je izazvalo kašnjenje. Zamolili su me da sačekam dok se depoziti ne obrađuju.
19. septembar 2024: Nakon unakrsne provere mog računa, primetio sam da su depoziti napravljeni 11. i 13. septembra terećeni sa mog bankovnog računa, ali je Chachabet tvrdio da ih nisu primili. Uprkos mojoj zabrinutosti oko toga koliko dugo je ovo trajalo, jednostavno mi je rečeno da sačekam bez dodatnih pojašnjenja o vremenskom okviru.
22. septembar 2024: Posle 11 dana, nastavio sam, ali mi je ponovo rečeno da depoziti još uvek nisu primljeni. Tražio sam konkretne detalje o tome koji depoziti su na čekanju i nisam dobio konkretne odgovore. Chachabet je stalno insistirao da su depoziti "na putu" ne nudeći nikakve dokaze ili jasnoću.
24. septembar 2024: Frustriran nedostatkom transparentnosti, dao sam izvod iz banke koji pokazuje da su depoziti uspešno terećeni sa mog računa, i od njih sam zatražio dokaz da sredstva nisu stigla. VIP menadžer je rekao da će preneti informacije svom finansijskom odeljenju, ali opet, nije dat jasan vremenski okvir.
Potvrda banke: Kontaktirao sam svoju banku koja je potvrdila da su sve transakcije uspešno obrađene. Banka je čak obezbedila i kodove za dostavu za Chachabet kako bi verifikovala transakcije. Podelio sam ove kodove sa Chachabetom, ali su oni i dalje tvrdili da moraju da provere sa svojim finansijskim odeljenjem, što je dodatno odlagalo rešenje.
24. septembar 2024: Posle svega ovoga napred-nazad i dokaza i dokaza koje sam im poslao, rekli su nam da nam daju još vremena dok ovo istražimo. Takođe su mi rekli da će mi poslati dokaze o transakcijama koje su „na putu" zbog čega su kreditirale iznos na veb stranici mog chachabet naloga da bih mogao da se igram sa njim. Ovaj dokaz nikada nije stigao. Sada odjednom, nakon što su dobili sve dokaze na svetu, novac je vraćen na moj bankovni račun 13 dana nakon što sam deponovao iznos, igrao se sa njim, dobio opklade sa njim i podneo zahtev za njegovo povlačenje. Sada posle svega vraćaju mi to da ne bi morali da plaćaju povlačenje novca koji sam osvojio igrajući na njihovoj veb stranici.
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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