I'm submitting as a complaint as 138.com have failed to pay out my withdrawal request of £3000 and have subsequently failed to provide any further information.
My withdrawal request was processed on 23rd April and in accordance with their processing times I should have received my payout no later than 29th April.
As of 2nd May the money hasn't reached me. After 3 days I contacted them for an update to ensure the payment was processed successfully and they assured me this had been done.
On 29th April I contacted the company as I still hadn't received my withdrawals. I had visited the bank and obtained a copy of my statement and a letter from my bank manager to say they had checked all of the branch's holding accounts in case the money had been sent their in error. I sent this information to the company and they promised me an update within 24 hours.
I returned on 30th April and was told there was no update and told to wait another 24 hours. I expressed concern as I had been told originally it would only take 24 hours to get an update. I waited and came back on 1st and 2nd May and they have not provided any information.
The customer services team claim they are only capable of communicating via e-mail to their security team who manage payments etc and as such, they can't get any update until they respond.
At what point though does this dynamic cease to work? They claim the company is powerless to help me as only a certain team can assist, but they aren't responding to e-mails. I have sent several e-mail and no one has had the courtest of offering me any information.
I feel at a dead-end. The company have effectively said to wait until they are ready to help me, but so far I have no assurances they have even sent the payments. I asked for further details about their bank and the payment method used, so I could check this with my own bank, but they are refusing to provide any details of their payment procedure.
If the company provided me an exact date, even a week from now, I would accept that, but I'm not happy to just to be told to wait indefinitely. If the money hasn't arrived within the timeframes indicated, surely something has gone wrong?
I just want the money to be returned and accurate information on when to expect this.