Dominika, veoma cenim vašu saradnju.
Da li ste ranije izvršili uspešna povlačenja?
→ Da. Međutim, prvo uspešno povlačenje je bilo #1530720588, 481,738 JPI kao što je navedeno u nastavku. Molimo pogledajte detalje navedene u nastavku.
Možete li potvrditi da ste prošli KIC verifikaciju?
→ Da. Predao sam sve potrebne dokumente i KIC verifikacija je završena bez ikakvih problema.
Da li ste akumulirali svoje dobitke sa ili bez aktivnog bonusa?
→ Dobici su akumulirani bez ikakvog bonusa i zarađeni su isključivo kroz igru sa mojim sopstvenim sredstvima.
Rezime problema:
・Za 2 zahteva za povlačenje, čak i nakon što je Villiam Hill završio proces povlačenja, sredstva nisu primljena nakon mesec i po dana (što odgovara 30 radnih dana).
・Tražio sam dokumentaciju da dokažem transfere više puta, ali povratne informacije nisu date.
・Nema napretka u praćenju transfera, kao što je potvrda kod posredničkih banaka.
・Uprkos ponovljenim upitima za podršku, nije bilo jasnog odgovora, što odražava nedostatak transparentnosti u vezi sa otkrivanjem informacija.
Detaljno objašnjenje:
U početku sam podneo 3 zahteva za povlačenje, ali sredstva nisu stigla ni nakon navedenog roka (5-10 radnih dana).
Zbog toga sam nastavio da kontaktiram podršku.
Ispod su informacije koje je potvrdio Vilijam Hil.
(Što se tiče treće uplate (#1530720588, JPI 481,738), sredstva su konačno primljena 12. decembra, tačno mesec dana nakon završetka procesa Vilijama Hila.)
Do sada, prva uplata (#1523532084, JPI 475,000) i druga uplata (#1524315557, JPI 60,000) nisu primljene, a nisam dobio nikakva ažuriranja od podrške u vezi sa istragom.
Više puta sam kontaktirao podršku, ali njihovi odgovori ostaju nejasni i beskorisni, kao što su:
„Proces je završen na strani Vilijam Hila, pa proverite kod banke primaoca."
"Bez brige."
„Obavestićemo vas e-poštom."
Već sam potvrdio kod moje banke primaoca, ali nisu dobili nikakvu informaciju u vezi sa inostranim transferom.
Banka primalac me je takođe obavestila da ne mogu da prate sredstva i da se mora kontaktirati banka pošiljalac.
Međutim, pošto Vilijam Hil nije dao nikakve detalje o transferu, ne mogu da potvrdim da li su sredstva zaista poslata.
Moj krajnji cilj je, naravno, da dobijem sredstva koja su trenutno na čekanju.
Međutim, takođe se nadam većoj transparentnosti u razmeni informacija i poboljšanoj korisničkoj podršci.
Zadržao sam zapise ćaskanja relevantne za ovaj slučaj koliko god je to moguće, a takođe sam pripremio izvode bankovnih transakcija za svoj račun.
Ako postoje neki drugi dokumenti potrebni za verifikaciju, više sam nego voljan da sarađujem.
Ovakve situacije ugrožavaju poverenje i uživanje u okruženju za igre.
Što duže ovaj problem traje, to više narušava poverenje u čitavu industriju.
Ljubazno vas molim za punu saradnju u brzom rešavanju ovog problema.
Dominika, I greatly appreciate your cooperation.
Have you made any successful withdrawals before?
→ Yes. However, the first successful withdrawal was #1530720588, JPY 481,738 as listed below. Kindly refer to the details provided below.
Could you please confirm that you have passed the KYC verification?
→ Yes. I have submitted all the required documents, and the KYC verification has been completed without any issues.
Did you accumulate your winnings with or without an active bonus?
→ The winnings were accumulated without any bonus and were earned solely through gameplay with my own funds.
Summary of the Issues:
・For 2 withdrawal requests, even after the completion of the withdrawal process by William Hill, the funds have not been received after one and a half months (equivalent to 30 business days).
・I have requested documentation to prove the transfers multiple times, but no feedback has been provided.
・There has been no progress in tracking the transfers, such as confirmation with intermediary banks.
・Despite repeated inquiries to support, there has been no clear response, which reflects a lack of transparency regarding information disclosure.
Detailed Explanation:
Initially, I submitted 3 withdrawal requests, but the funds did not arrive even after the stated timeline (5-10 business days).
Therefore, I have continued contacting support.
Below is the information verified by William Hill.
(Regarding the third payment (#1530720588, JPY 481,738), the funds were finally received on December 12, exactly one month after William Hill’s process completion.)
As of now, the first payment (#1523532084, JPY 475,000) and the second payment (#1524315557, JPY 60,000) have not been received, and I have not received any updates from support regarding the investigation.
I have repeatedly contacted support, but their responses remain vague and unhelpful, such as:
"The process is complete on William Hill's side, so check with the receiving bank."
"No worries."
"We will let you know by email."
I have already confirmed with my receiving bank, but they have not received any information regarding a foreign transfer.
The receiving bank has also informed me that they cannot track the funds and that the sending bank must be contacted.
However, since William Hill has not provided any details about the transfer, I cannot confirm whether the funds were actually sent.
My ultimate goal, of course, is to receive the funds currently on hold.
However, I also hope for greater transparency in information sharing and improved customer support.
I have retained chat records relevant to this case as far back as possible, and I have also prepared bank transaction statements for my account.
If there are any other documents required for verification, I am more than willing to cooperate.
Situations like this jeopardize the trust and enjoyment of the gaming environment.
The longer this problem persists, the more it damages trust in the entire industry.
I kindly ask for your full cooperation to resolve this issue promptly.
Izmenjeno
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