He peruuttivat 302,08 dollarin noston ilmoittamatta minulle. Kun se peruutettiin, olin aktiivinen peliss? ja varat lis?ttiin, kun sain seuraavan voittoni. Jatkoin pelaamista k?ytt?m?ll? mit? luulin "voitoksi". Tarkastellessani tapahtuman tilaa huomasin, ett? kotiutukseni oli peruutettu. Tarkistin s?hk?postini, olivatko he ilmoittaneet minulle. He eiv?t. Kun kysyin verkkochatista siit?, he eiv?t kertoneet minulle syyt? ep?onnistumiseen tai miksi he eiv?t olleet yhteydess? minuun. Ja h?nelle kerrottiin periaatteessa "ep?onnistumista tapahtuu, etk? saa rahojasi takaisin".
Kysyin monta kertaa, miksi se ep?onnistui ja miksi minulle ei annettu mit??n yhteytt?. Joka kerta olin kivisein?inen enk? saanut vastausta. Alla on transkriptio - olen poistanut henkil?tietoni.
LiveAgent
Chatin transkriptio
Hei SGBNZ,
L?het?mme sinulle pyyt?m?si chat-transkription.
| nimi: Samuel
| s?hk?posti: *********@icloud.com
Patrick (22:04:48): Hei, tervetuloa TonyBetiin. Kuinka voin auttaa?
SGBNZ (22:05:23): Hei. Miksi talletukseni peruutettiin?! Kukaan ei ilmoittanut minulle. Luulin voittavani 300 dollaria, joten k?ytin sen!!! Olen eritt?in onneton!
SGBNZ (22:08:05): Hei?
Patrick (22:08:14): Voisitko jatkaa pyynt??si, voisitko olla niin yst?v?llinen ja vahvistaa tiedot:
? S?hk?postiosoite
? Asuinosoite
? Syntym?aika
? Viimeinen maksutapa
SGBNZ (22:08:27): *********@icloud.com
SGBNZ (22:08:37: ************
SGBNZ (22:08:42): ************
SGBNZ (22:08:44): Visa
SGBNZ (22:10:55): Hei?
Patrick (22:10:57): Kiitos. Anna minulle aikaa tarkistaa pyynt?si.
SGBNZ (22:11:26): Ok
Patrick (22:13:09): Kiitos, ett? kirjoitit minulle. Kuten n?en, t?m?n p?iv?n talletus on onnistuneesti k?sitelty ja 100,00 NZD on onnistuneesti hyvitetty Tonybet-tilillesi.
SGBNZ (22:13:41): J?rjestelm?si peruutti 300 dollarin noston.
SGBNZ (22:14:26): Luulin voittavani 300 dollaria. Joten jatkoin pelaamista. Mutta se oli minun nostorahani!
SGBNZ (22:16:40): Hei?
Patrick (22:16:53): Kiitos k?rsiv?llisyydest?si. Tutkin pyynt??si.
SGBNZ (22:17:11): Ok
Patrick (22:21:09): Kiitos, ett? odotit minua. Kuten n?en, sinun 302.08 NZD ep?onnistui ja mink? j?lkeen rahasi hyvitettiin takaisin Tonybet-tilillesi. Toivon ymm?rryst?si.
SGBNZ (22:21:54): Miksi se ep?onnistui? Miksi minulle ei l?hetetty s?hk?postia?
SGBNZ (22:23:39): Koska j?rjestelm?si ep?onnistui, olen menett?nyt nostorahani. TONYBETin ep?onnistumisen takia. Koska t?m? on TONYBETin vika, odotan hyvityst? ja 302,08 dollarin nostoa.
Patrick (22:25:45): Kiitos. Anna minulle hetki tarkistaa se.
Patrick (22:29:10): Ymm?rr?n turhautumisesi. Olet kuitenkin ehtojemme mukaan vastuussa kaikista tilisi toiminnoista ja saldotapahtumista, emmek? t?ss? tapauksessa voi tarjota sinulle hyvityst? mainitusta rahasummasta. Lis?tietoja ehdoistamme l?yd?t linkin kautta: https://tonybet.com/nz/information/terms-and-conditions
SGBNZ (22:30:04): Kyll?, olen vastuussa kaikesta tilill?ni tapahtuvasta toiminnasta. SIN? olet vastuussa nostojen k?sittelyst? ja yhteydenpidosta, jos nosto ep?onnistuu.
SGBNZ (22:32:00): Sanon sen yksinkertaisesti – en aio kiistell?. Odotan, ett? 302,08 dollaria nostetaan tililleni, kuten pyysin. Jos n?in ei tehd?, j?t?n arvostelut, mukaan lukien kuvakaappaukset t?st? keskustelusta, arvostelusivustoille. Otan my?s yhteytt? betguruun ja aloitan oikeudenk?ynnin saadakseni 301,08 dollaria nostettua tililleni.
SGBNZ (22:32:41): Puhu siis esimiehesi kanssa ja selit?, ett? t?m? ep?onnistuminen aiheutti tappion asiakkaalle ja ett? sinun on palautettava se.
Patrick (22:37:55): Ymm?rr?n turhautumisesi. Huomaa, ett? nostot ep?onnistuivat ja ep?onnistumisen syyt voivat olla erilaisia eiv?tk? liity meid?n puolellamme oleviin ep?tarkkuuksiin, mainitut varat hyvitettiin takaisin Tonybet-tilillesi, joka on jo k?ytetty. Toivon ymm?rryst?si.
SGBNZ (22:38:32): Miksi minulle ei ilmoitettu?
SGBNZ (22:39:05): Tied?n, ett? rahasto palautettiin tililleni – se tehtiin koko n?yt?n pelin aikana, joten sit? k?ytettiin, koska luulin sen olevan voittoja.
SGBNZ (22:39:22): Haluan syyn ep?onnistumiseen ja syyn olla kommunikoimatta kanssani.
Patrick (22:43:42): Huomaa, ett? rahasi on palautettu k?ytt??si ja tiedot nostoistasi ja talletuksistasi l?ytyv?t "tapahtumahistoriastasi" tai linkin kautta: https://tonybet.com/ca /cabinet/transaction-history
Patrick (22:47:40): Voinko auttaa sinua muissa kysymyksiss??
SGBNZ (22:48:36): Vastaa kysymykseeni. Miksi vet?ytymiseni ep?onnistui?
Patrick (22:50:06): Huomaa, ett? koska et vastaa, minun on nyt suljettava t?m? chat-istunto. Kiitos yhteydenotostasi. ?l? ep?r?i ottaa meihin yhteytt?, jos tarvitset lis?apua.
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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