Otkazali su povlačenje od 302,08 dolara, a da me nisu obavestili. U vreme kada je otkazana, bio sam aktivan u igri i sredstva su dodata kada sam dobio sledeću pobedu. Nastavio sam da igram koristeći ono što sam mislio da su „dobiti". Kada sam proverio status moje transakcije, video sam da je moje povlačenje otkazano. Proverio sam svoje imejlove da vidim da li su me obavestili. Oni nisu. Kada sam pitao onlajn ćaskanje o tome, nisu mi naveli razlog za neuspeh ili zašto nisu komunicirali sa mnom. I rečeno im je da se „neuspesi dešavaju i nećete dobiti svoj novac nazad".
Mnogo sam puta pitao zašto nije uspeo i zašto mi nije data komunikacija. Svaki put sam bio zatrpan i nisam dobio odgovor. Ispod je transkript – uklonio sam svoje lične podatke.
LiveAgent
Transkript ćaskanja
Zdravo SGBNZ,
Šaljemo vam transkript ćaskanja koji ste tražili.
| ime: Samuel
| email: **********@icloud.com
Patrik (22:04:48): Zdravo, dobrodošli u ToniBet. Kako mogu da vam pomognem?
SGBNZ (22:05:23): Zdravo. Zašto je moj depozit poništen?! Niko me nije obavestio. Mislio sam da sam osvojio 300 dolara, pa sam ga iskoristio!!! Veoma sam nesrećna!
SGBNZ (22:08:05): Halo?
Patrik (22:08:14): Da biste nastavili sa vašim zahtevom, možete li biti ljubazni da potvrdite informacije:
• Adresa E-pošte
• Adresa stanovanja
• Datum rođenja
• Poslednji način plaćanja
SGBNZ (22:08:27): *********@icloud.com
SGBNZ (22:08:37: ************
SGBNZ (22:08:42): *************
SGBNZ (22:08:44): Visa
SGBNZ (22:10:55): Halo?
Patrik (22:10:57): Hvala. Ostavite mi malo vremena da proverim vaš zahtev.
SGBNZ (22:11:26): Ok
Patrik (22:13:09): Hvala što ste mi pisali. Kao što vidim, današnji depozit je uspešno obrađen i iznos od 100,00 NZD je uspešno pripisan na vaš Tonibet nalog.
SGBNZ (22:13:41): Vaš sistem je otkazao moje podizanje 300 dolara.
SGBNZ (22:14:26): Mislio sam da sam osvojio 300 dolara. Pa sam nastavio da igram. Ali to je bio moj novac za povlačenje!
SGBNZ (22:16:40): Halo?
Patrik (22:16:53): Hvala vam na strpljenju. Istražujem vaš zahtev.
SGBNZ (22:17:11): Ok
Patrik (22:21:09): Hvala što ste me čekali. Kao što vidim, vaš 302.08 NZD nije uspeo i nakon toga su vaša sredstva vraćena na vaš Tonibet račun. Nadam se Vašem razumevanju.
SGBNZ (22:21:54): Zašto je propao? Zašto mi nije poslat e-mail?
SGBNZ (22:23:39): Pošto je vaš sistem otkazao, izgubio sam novac za povlačenje. Zbog neuspeha TONIBET-a. Pošto je to greška TONIBET-a, očekujem povraćaj novca i povlačenje od 302,08 $.
Patrik (22:25:45): Hvala. Molim vas dajte mi malo vremena da to proverim.
Patrik (22:29:10): Razumem vašu frustraciju. Međutim, prema našim uslovima i odredbama, vi ste odgovorni za sve aktivnosti i transakcije stanja na vašem računu, iu ovom slučaju, ne možemo vam ponuditi povraćaj sredstava za navedeni iznos sredstava. Za više informacija o našim uslovima i odredbama možete pronaći na linku: https: //tonibet.com/nz/information/terms-and-conditions
SGBNZ (22:30:04): Da, odgovoran sam za sve aktivnosti na svom nalogu. VI ste odgovorni za obradu povlačenja i komunikaciju ako povlačenje ne uspe.
SGBNZ (22:32:00): Da jednostavno kažem - neću da se svađam. Očekujem da će 302,08 dolara biti povučeno na moj račun kao što sam tražio. Ako se to ne uradi, ostaviću recenzije uključujući snimke ekrana ovog razgovora na veb lokacijama za pregled. Takođe ću kontaktirati betguru i pokrenuti pravni postupak za povlačenje 301,08 dolara na moj račun.
SGBNZ (22:32:41): Zato razgovarajte sa svojim menadžerom, objasnite da je ovaj kvar bio uzrok gubitka kupca i da morate da ga refundirate.
Patrik (22:37:55): Razumem vašu frustraciju. Imajte na umu da vaša povlačenja nisu uspela i da razlozi za neuspeh mogu biti različiti i da nisu povezani sa netačnostima na našoj strani, pomenuta sredstva su vraćena na vaš Tonibet nalog koji je već potrošen. Nadam se Vašem razumevanju.
SGBNZ (22:38:32): Pa zašto nisam obavešten?
SGBNZ (22:39:05): Znam da su sredstva vraćena na moj račun - to je urađeno tokom igre preko celog ekrana i tako je iskorišćeno jer sam mislio da je dobitak.
SGBNZ (22:39:22): Želim razlog za neuspeh i razlog zašto ne komuniciram sa mnom.
Patrik (22:43:42): Imajte na umu da su vam sredstva stavljena na raspolaganje, a informacije o vašim povlačenjima i depozitima možete pronaći u vašoj "istoriji transakcija" ili preko linka: https: //tonibet.com/ca /cabinet/transaction-histori
Patrik (22:47:40): Mogu li vam pomoći sa još nekim pitanjima?
SGBNZ (22:48:36): Odgovorite na moje pitanje. Zašto je moje povlačenje bilo neuspešno?
Patrik (22:50:06): Imajte na umu da pošto ne odgovarate, sada ću morati da zatvorim ovu sesiju ćaskanja. Hvala vam što ste kontaktirali i ne ustručavajte se da nas kontaktirate ako vam zatreba dodatna pomoć.
They cancelled a withdrawal of $302.08 without notifying me. At the time it was cancelled, I was active in a game and the funds were added when I got my next win. I continued to play using what I thought were "winnings". Upon checking my transaction status, I saw that my withdrawal was cancelled. I checked my emails to see if they notified me. They did not. When I asked online chat about it, they did not provide me with a reason for the failure or why they didn’t communicate with me. And was told basically "failures happen, and you won’t get your money back."
I asked many times why it failed and why I was not given any communication. Each time I was stonewalled and not given an answer. Below is the transcript- I have removed my personal details.
LiveAgent
Chat transcript
Hi S G B N Z,
We are sending you the chat transcript you requested.
| name: Samuel
| email: *********@icloud.com
Patrick (22:04:48): Hello, welcome to TonyBet. How can I assist you?
S G B N Z (22:05:23): Hi. Why was my deposit cancelled?! Nobody notified me. I thought I won $300, and so I used it!!! I’m very unhappy!
S G B N Z (22:08:05): Hello?
Patrick (22:08:14): In order to proceed with your request, could you be so kind as to confirm the information:
• Email address
• Residential Address
• Date of Birth
• Last payment method
S G B N Z (22:08:27): *********@icloud.com
S G B N Z (22:08:37: ************
S G B N Z (22:08:42): ************
S G B N Z (22:08:44): Visa
S G B N Z (22:10:55): Hello?
Patrick (22:10:57): Thank you. Please allow me some time to check your request.
S G B N Z (22:11:26): Ok
Patrick (22:13:09): Thank you for writing to me. As I can see today's deposit is successfully processed and the amount of 100.00 NZD has been successfully credited to your Tonybet account.
S G B N Z (22:13:41): My withdrawal of $300 was cancelled by your system.
S G B N Z (22:14:26): My I thought I won $300. So I continued playing. But it was my withdrawal money!
S G B N Z (22:16:40): Hello?
Patrick (22:16:53): Thank you for your patience. I am looking into your request.
S G B N Z (22:17:11): Ok
Patrick (22:21:09): Thank you for waiting for me. As I can see your 302.08 NZD failed and whereupon your funds were credited back to your Tonybet account. Hope for your understanding.
S G B N Z (22:21:54): Why did it fail? Why was I not sent an email?
S G B N Z (22:23:39): Because your system failed, I have lost my withdrawal money. Because of a TONYBET failure. As this is TONYBET’s fault I expect a refund and a withdrawal of $302.08.
Patrick (22:25:45): Thank you. Please allow me some time to check it.
Patrick (22:29:10): I understand your frustration. However, upon our terms and conditions, you are responsible for all activities and transactions of balance on your account, and in this case, we cannot offer you a refund on the mentioned funds amount. For more information about our terms and conditions you can find via link: https://tonybet.com/nz/information/terms-and-conditions
S G B N Z (22:30:04): Yes I am responsible for all activity on my account. YOU are responsible to process withdrawals and communication if a withdrawal fails.
S G B N Z (22:32:00): Let me put it simply- I am not going to argue. I expect the $302.08 to be withdrawn into my account as I requested. If this is not done, I will be leaving reviews including screenshots of this conversation on review websites. I will also contact betguru and begin legal proceedings to have the $301.08 withdrawn to my account.
S G B N Z (22:32:41): So talk to your manager, explain that this failure was a cause of loss to the customer and that you need to refund it.
Patrick (22:37:55): I understand your frustration. Kindly note that your withdrawals failed and the reasons for the failure can be different and not related to inaccuracies on our side the mentioned funds were credited back to your Tonybet account which is already spent. I hope for your understanding.
S G B N Z (22:38:32): So why wasn’t I notified?
S G B N Z (22:39:05): I know the fund were put back into my account- it was done during a full screen game and so it was used as I thought it was winnings.
S G B N Z (22:39:22): I want a reason for the failure and a reason for not communicating with me.
Patrick (22:43:42): Kindly note that your funds were placed back at your disposal and information about your withdrawals and deposit can be found in your "transaction history" or via the link: https://tonybet.com/ca/cabinet/transaction-history
Patrick (22:47:40): Can I assist you with any other questions?
S G B N Z (22:48:36): Answer my question. Why was my withdrawal a failure?
Patrick (22:50:06): Please note that as you are not replying, I will now have to close this chat session. Thank you for contacting and do not hesitate to contact us back if you need any further assistance.
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