19. jula sam zatražio povlačenje za 3.000 dolara. Međutim, zbog ograničenja povlačenja, morao sam da podelim svoje povlačenje na dva dela. Zatražio sam jednu za 2.000 dolara preko Coindrav-a, što je navodno bilo najbrže povlačenje. Zatim sam preostalih 1.000 dolara podneo kao zahtev za povlačenje bitkoina. Posetio sam tim za korisničku podršku nekoliko puta posle 19. jula, zahtevajući bilo kakva ažuriranja o tome kada mogu da očekujem isplatu. U početku mi je rečeno 3-5 dana za povlačenje Coindrav-a, a zatim 14-17 radnih dana kasnije za povlačenje Bitcoin-a. Posle 3 dana, tim za korisničku podršku je počeo da mi govori da je Coindrav podvrgnut korektivnom održavanju, odlažući moju isplatu na nekoliko dana.
Zatim sam 26. jula primio priloženo pismo od odeljenja za isplate, u kojem se kaže da je Coindrav neaktivan, da je moj zahtev za povlačenje otkazan i da molim da ga ponovo zatražim putem Bitcoin-a. Tako da sam otkazao i zahtev za povlačenje bitkoina i podneo zahtev za povlačenje bitkoina za 2.500 dolara.
Posegnuo sam u Službu za korisnike, pitajući ih kada mogu da očekujem, i priložio pismo koje sam dobio. Rečeno mi je da će biti potrebno 7 radnih dana da bude odobreno i još 7-10 radnih dana za isplatu.
Sedmog radnog dana video sam da je isplata odobrena. Služba za korisnike je ponovo rekla da će biti potrebno 7-10 radnih dana da isplata bude poslata.
Sedmog radnog dana sam pitao da li ću primiti isplatu i rečeno mi je „ne, ali sačekajte do 10. radnog dana pre nego što eskalirate". Isti odgovor 8. i 9. dan.
Desetog radnog dana, a to je bio četvrtak, 17. avgusta, ponovo sam pitao da li mogu da očekujem isplatu tog dana. Rečeno mi je da će to biti eskalirano i da ću dobiti ažuriranje za 24-48 sati. Pojasnio sam da je to „kalendarsko vreme", a ne „radno vreme". To je potvrđeno, znači da ću dobiti odgovor negde između petka i subote, 18. i 19. avgusta.
18. avgusta, nakon što je prošlo 24 sata, zatražio sam ažuriranje i rečeno mi je da ću imati ažuriranje 48 sati nakon eskalacije. Zato sam ponovo kontaktirao u subotu, posle 48 sati, i rečeno mi je da ću dobiti ažuriranje u roku od 2-3 radna dana od eskalacije, a ne 48 sati.
Trećeg radnog dana nakon što je slučaj eskalirao, a to je bio utorak, 22. avgust, ponovo sam se javio. Rečeno mi je da još nema ažuriranja, ali ću dobiti e-poruku kada bude obaveštenja o eskalaciji. Bio sam ubeđen da ću dobiti svoj dobitak i da samo moram duže da čekam.
U sredu mi je rečeno da je u utorak moja isplata označena za isplatu i da je obično potrebno 24-48 sati da primi sredstva nakon što je tako označena. Ovo bi značilo isplatu u četvrtak, 24. avgusta. Umesto toga, ponovo mi je rečeno da ću morati duže da čekam.
Tokom ovoga, imao sam određenu komunikaciju sa timom za isplate putem e-pošte. U svakom od e-poruka dobio sam istu poruku: Poslat je dobavljaču treće strane na plaćanje, a oni su odloženi. Ne možemo da vam kažemo ko je prodavac iz bezbednosnih razloga, ne možemo da vam kažemo kada da očekujete plaćanje. Samo treba čekati.
Dobio sam u suštini istu e-poštu od tima za isplate svaki put kada im se obratim.
Priložio sam svu komunikaciju koju sam sačuvao, uključujući nekoliko ćaskanja korisničke službe koje sam se setio da pošaljem sebi e-poštom i e-poruke koje sam dobio od tima za isplate.
Danas, 31. avgust, je 20. radni dan i 28. kalendarski dan od kada je moj zahtev za povlačenje odobren, a pre samo 30 minuta sam od tima za isplate dobio e-poruku „molim vas da sačekate".
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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