Withdrawal complaint

They have been telling me the same thing for days. First it was “72 hours is worst case scenario, most people get their withdrawals in a day or less” then it they just started copy pasting the 72 hour policy from their terms, now that it’s past 72 hours they just say it’s in the queue and nobody knows how long.

Staff are unhelpful, copy and paste same generic messages, state they can't do anything about it and nothing can be done etc etc.

I want my money

So Lucky7even and Gamzix had this tournament called Jingle Bets.

It ended December 31, 2023 @11:59:59UTC. It was advertised as 120 Places and a 25,000€ payout. I placed 6th in this tournament. I waited the 72 hours it says in the rules for my prize, but did not receive a thing. So I contacted customer service and they told me. "They haven't finished calculating the payouts at the moment and can take up to 7 days to do.

Usually is done before that though." So I patiently waited another 96 hrs and contacted them again but went back to the tournament page first to see if it said there how much the payouts were. To my surprise, 1st 2nd and 3rd had all been calculated. 1st getting 4000€ 2nd getting 2000€ 3rd getting 1400€ totalling 7400€.

So I think they must be calculating the other 47 top-scoring places. Contacted customer service again to see if they had an estimated timeline. They told me that only 1/2/3 of the top-scoring players were awarded a prize. But I had read the rules before this to see how long a payout could potentially take. So I know it said the prize payout of 25000€ to be divided between the top scoring 50 players. Not the top 3.

Also, that's only 7400€ where did the other 17600€ go? I showed them my evidence of my placing 6th the rules and the clearly stated prize payout. To which they replied "I'm handing this off to my supervisor for further investigation. Please check back in a couple of hours for an update." So I do. To which they said "The bonus will be added soon" waited waited and waited some more so I checked back with customer service for an update to which they said "My manager had reached our to the provider just waiting on a reply. The manager will reach out to you via email when they've reached back." I've contacted them every day and every day

I have to explain the situation and I get a different answer each time. Today I wound up back at square one customer support. With them accusing me of having a gambling problem and then telling me I have to wait as if 10 days isn't long enough. I still have yet to hear from a manager and haven't even had an update in any way shape or foam. I've attached the screenshots containing the rules for the advertised page and all 120 places. Please help me get some kind of resolution from them. I'm a single mom of 4 and bouncing back from Xmas is hard and those funds would really help a lot.