On the 16th of November 2016, i decided i would signup to sportingbet to try them out as they had quite a few slot machines that i enjoy playing mainly spinata grande, and pyscho.
I deposited £15 via paypal and started playing on the slots, after playing several different slots i managed to get up to around £140 then i thought i will play a little more and walk away whilst im ahead, i had dropped down to £120 and looked into withdrawing these funds, i needed to provide evidence of my passport / license so i sorted that out and at dinner time requested the £120 to be withdrawn.
Looking at the policy below it states withdrawals to paypal would be processed within 24 hours, so after 24 hours had passed i thought i would contact support and ask them if they could let me know when this would be processed, they basically just told me after 24 hours so i decided to give them some time.
On the 17th i decided to send them another message because 36 hours had passed and still nothing, they replied today 18th and basically told me that i should check my account for the funds, so i did exactly that and found that no payment had been sent to me, so once again i went to support and had a discussion with them.
Below is the transcript which is slightly modified to remove my personal details:
Stephanie E (11/18/2016, 2:57:58 PM): Welcome to Sportingbet! My name is Stephanie. How can I assist you today?
Stephanie E (11/18/2016, 2:58:04 PM): Hello
Stephanie E (11/18/2016, 2:58:11 PM): For me to help you further and look in to your account, can you please provide me with your
-username or userID
-your date of birth
-your postcode
please?
Me (11/18/2016, 2:58:31 PM): REMOVED, REMOVED, REMOVED
Stephanie E (11/18/2016, 2:58:49 PM): How can i help
Me (11/18/2016, 2:59:39 PM): You sent me an e-mail with a response to my question about a withdrawal about 1 hour ago.
Me (11/18/2016, 2:59:46 PM): You wrote:
Me (11/18/2016, 2:59:48 PM): Dear Lee, Thank you for contacting Sportingbet Customer Support, Please be advised all refunds are processed within 48 hours. Once the withdrawal has been processed, the funds are credited to your Paypal account within 24 hours. Please note your withdrawal left our systems yesterday on 17/11, please check your Paypal account for the funds. If you have any questions or require any further assistance, please don’t hesitate to contact us further, we're always happy to help. Kind Regards, Stephanie
Me (11/18/2016, 3:00:43 PM): In my paypal account i have not received any payment from sportingbet, so i would like to know what is happening.
Stephanie E (11/18/2016, 3:01:33 PM): your withdrawal of £120 left our systems yesterday as advised to you in the email
Stephanie E (11/18/2016, 3:01:44 PM): You will need to contact paypal if you have not received these funds
Me (11/18/2016, 3:01:56 PM): What is the transaction id?
Me (11/18/2016, 3:02:55 PM): The payment would be instant, if sent by paypal so i would of had the funds by now.
Stephanie E (11/18/2016, 3:03:37 PM): Please hold
Stephanie E (11/18/2016, 3:10:42 PM): I will need to have this escalated to our finance department to provide this for yoyu
Stephanie E (11/18/2016, 3:10:43 PM): you
Stephanie E (11/18/2016, 3:10:57 PM): When we have a response from them we will send you this number in an email.
Me (11/18/2016, 3:11:32 PM): If i have not received a response by 5pm today which is roughly two hours from now, then i will have no option to open a dispute on paypal.
Stephanie E (11/18/2016, 3:12:10 PM): We will respond to you when we have a response from our finance department
Me (11/18/2016, 3:13:42 PM): I have copied this chat, and have other pieces of evidence from your site, but this is really out of order the whole not being able to give me direct clear communication.
Stephanie E (11/18/2016, 3:13:47 PM): As i am explaining that the transaction has left our systems
Stephanie E (11/18/2016, 3:13:56 PM): since you claim not to have received it we are escalating this with our finance to check and provide the proof of transaction
Stephanie E (11/18/2016, 3:14:07 PM): this are the processes that have to be followed
Stephanie E (11/18/2016, 3:14:23 PM): i am sorry if you are not satisfied.
Me (11/18/2016, 3:14:31 PM): We'll i am not feeling very confident about your service right now
Me (11/18/2016, 3:14:47 PM): but i will wait until 5pm and then take action.
Me (11/18/2016, 3:14:51 PM): Thanks for your time
As you can see from the above transcript they are acknowledging my request for £120 to be withdrawn to paypal and also stating that it had been sent but could not provide me any additional information for example the transaction id, i am almost ready to open a dispute on paypal to retrieve my initial £15 wager back, as i do not think they ever had any intentions in sending me £120.
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