De avbr?t ett uttag p? $302,08 utan att meddela mig. N?r det avbr?ts var jag aktiv i ett spel och pengarna lades till n?r jag fick min n?sta vinst. Jag fortsatte att spela med vad jag trodde var "vinster". N?r jag kontrollerade min transaktionsstatus s?g jag att mitt uttag avbr?ts. Jag kollade mina e-postmeddelanden f?r att se om de meddelade mig. De gjorde inte. N?r jag fr?gade onlinechatt om det gav de mig ingen anledning till misslyckandet eller varf?r de inte kommunicerade med mig. Och fick h?ra i princip "misslyckanden h?nder, och du kommer inte att f? tillbaka dina pengar."
Jag fr?gade m?nga g?nger varf?r det misslyckades och varf?r jag inte fick n?gon kommunikation. Varje g?ng blev jag stenmurad och fick inget svar. Nedan ?r utskriften - jag har tagit bort mina personliga uppgifter.
LiveAgent
Chattavskrift
Hej SGBNZ,
Vi skickar dig chattutskriften du beg?rde.
| namn: Samuel
| e-post: *********@icloud.com
Patrick (22:04:48): Hej, v?lkommen till TonyBet. Hur kan jag hj?lpa dig?
SGBNZ (22:05:23): Hej! Varf?r annullerades min ins?ttning?! Ingen meddelade mig. Jag trodde att jag vann $300, s? jag anv?nde det!!! Jag ?r v?ldigt olycklig!
SGBNZ (22:08:05): Hej?
Patrick (22:08:14): F?r att kunna forts?tta med din f?rfr?gan, kan du vara s? v?nlig att bekr?fta informationen:
? E-postadress
? Bostadsadress
? F?delsedatum
? Senaste betalningss?tt
SGBNZ (22:08:27): *********@icloud.com
SGBNZ (22:08:37: *************
SGBNZ (22:08:42): *************
SGBNZ (22:08:44): Visum
SGBNZ (22:10:55): Hej?
Patrick (22:10:57): Tack. Ge mig lite tid att kontrollera din f?rfr?gan.
SGBNZ (22:11:26): Okej
Patrick (22:13:09): Tack f?r att du skrev till mig. Som jag kan se har dagens ins?ttning behandlats framg?ngsrikt och beloppet 100,00 NZD har krediterats till ditt Tonybet-konto.
SGBNZ (22:13:41): Mitt uttag p? $300 avbr?ts av ditt system.
SGBNZ (22:14:26): Jag trodde att jag vann $300. S? jag fortsatte spela. Men det var mina uttagspengar!
SGBNZ (22:16:40): Hej?
Patrick (22:16:53): Tack f?r ditt t?lamod. Jag unders?ker din beg?ran.
SGBNZ (22:17:11): Okej
Patrick (22:21:09): Tack f?r att du v?ntade p? mig. Som jag kan se misslyckades din 302,08 NZD och varp? dina pengar krediterades tillbaka till ditt Tonybet-konto. Hoppas p? din f?rst?else.
SGBNZ (22:21:54): Varf?r misslyckades det? Varf?r fick jag inget mejl?
SGBNZ (22:23:39): Eftersom ditt system misslyckades har jag f?rlorat mina uttagspengar. P? grund av ett TONYBET-fel. Eftersom detta ?r TONYBETs fel f?rv?ntar jag mig en ?terbetalning och ett uttag p? $302,08.
Patrick (22:25:45): Tack. Ge mig lite tid att kontrollera det.
Patrick (22:29:10): Jag f?rst?r din frustration. Men enligt v?ra villkor ?r du ansvarig f?r alla aktiviteter och saldotransaktioner p? ditt konto, och i det h?r fallet kan vi inte erbjuda dig en ?terbetalning av det angivna beloppet. F?r mer information om v?ra villkor hittar du via l?nk: https://tonybet.com/nz/information/terms-and-conditions
SGBNZ (22:30:04): Ja, jag ?r ansvarig f?r all aktivitet p? mitt konto. DU ansvarar f?r att behandla uttag och kommunikation om ett uttag misslyckas.
SGBNZ (22:32:00): L?t mig uttrycka det enkelt - jag t?nker inte argumentera. Jag f?rv?ntar mig att $302,08 dras in p? mitt konto som jag beg?rde. Om detta inte g?rs kommer jag att l?mna recensioner inklusive sk?rmdumpar av denna konversation p? recensionswebbplatser. Jag kommer ocks? att kontakta betguru och inleda r?ttsliga f?rfaranden f?r att f? $301,08 uttagna till mitt konto.
SGBNZ (22:32:41): S? prata med din chef, f?rklara att detta fel var en orsak till f?rlust f?r kunden och att du m?ste ?terbetala det.
Patrick (22:37:55): Jag f?rst?r din frustration. V?nligen notera att dina uttag misslyckades och orsakerna till misslyckandet kan vara olika och inte relaterade till felaktigheter p? v?r sida. De n?mnda pengarna krediterades tillbaka till ditt Tonybet-konto som redan ?r f?rbrukat. Jag hoppas p? din f?rst?else.
SGBNZ (22:38:32): S? varf?r blev jag inte meddelad?
SGBNZ (22:39:05): Jag vet att fonden sattes tillbaka p? mitt konto – det gjordes under ett helsk?rmsspel och s? anv?ndes den som jag trodde att det var vinster.
SGBNZ (22:39:22): Jag vill ha en anledning till misslyckandet och en anledning till att inte kommunicera med mig.
Patrick (22:43:42): Observera att dina pengar st?lldes tillbaka till ditt f?rfogande och information om dina uttag och ins?ttningar finns i din "transaktionshistorik" eller via l?nken: https://tonybet.com/ca /cabinet/transaction-history
Patrick (22:47:40): Kan jag hj?lpa dig med n?gra andra fr?gor?
SGBNZ (22:48:36): Svara p? min fr?ga. Varf?r misslyckades mitt uttag?
Patrick (22:50:06): Observera att eftersom du inte svarar m?ste jag nu st?nga den h?r chattsessionen. Tack f?r att du kontaktar och tveka inte att kontakta oss om du beh?ver ytterligare hj?lp.
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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