This is my first escalation/complaint and post on this community, I have never had an issue with a Bookie before but I chose to ask the question here maybe I could find a help.
On 22nd of august I made a withdrawal request with the Bookie 1xbet, 9000 czk which is something around 350 euro. Usually I receive my payments after 2 days and lets say 1 week max, This time I have waited 10 days and nothing, Request №121852577 of 9000 czk was confirmed on 20.08.2018 10:15. After that withdrawal, I made 2 other withdraws №122156949 & №122205929 both were confirmed by 1xbet on 21.08.2018 15:15 and Received into my bank account after 4 business days on 27th of august. Still the first request of №121852577 of 9000 czk not received. Long story short I received later withdraws but the one of 9000 is lost somewhere I do not know.
After few emails exchange where I have provided my bank statement and few print screens , I got the ARN code from 1xbet which I have sent to my bank, this last couldn't do anything with the ARN code, they weren't able to see my payment. Again some emails exchange with 1xbet who asked me finally to provide some official letter from my bank stating they are not able to see my money, I did it and asked them for transaction confirmation with details. 1xbet started investigation ( that's what they wrote me) one week has passed with few other emails asking them for an update and they asked me again for bank statement from the day of withdrawal to the present day, etc..
Today, they sent me again the ARN code and wrote me this is the necessary information and they do not have any others. Im lost, I wrote to 1xbet that im going to escalate this issue, directly they asked me again for an official statement from my bank saying they are not able to see my money with the ARN code.I started to feel im a ping pong ball between few parties ( 1xbet customer service, their specialists, and my bank) then I decided finally to escalate this here.
Remark, 1xbet have been helpful and very good Bookie to me, I believe this issue is nothing big, can be a small mistake somewhere, So my escalation or complaint is nothing against them just to fix my problem, im still using their services.
Thank you :)