A month ago I tried to withdraw my money from this bookmaker, but when I went to withdrawal page it said to me "to withdraw money, you must first deposit money". After that, I went to chat support, where they told me to clear the cache and cookies, so when that didn't work, they asked me to take a picture of the screen, so they could contact me via email. And considering that they did not provide me with any help and support and that no response came from them, the next day I came to the chat again where I told them all about it again in the chat, they told me that I should send them my crypto address to which I want to withdrawal the money, I did that right away, I received a confirmation via email from them that they had received it and that they would contact me.
7 days have passed since that moment, and during that time nothing from them, I am now sending them a message again to their email asking what is happening with my account? They reply that my request has been submitted to the appropriate department and that I would be informed if there is a need for additional information.
I wrote them a new email after another 7 days without any information from their side (November 15, 2024), with the same new question about what is happening with my account, and that I submitted the first request for withdrawal of money 16 days ago at that moment. After two days, I got a reply from someone from their website who said, "I see that you have already talked to my colleagues, and I can tell you that your case has been escalated to the payment team for investigation, they ask for my patience and they will contact me if there are any changes."
To that I answer: "What kind of investigation suddenly is going on after 20 days?" At the same time, I was not told what it was all about?
I don't get any response there, and I send them a new email in which I write to them that I am getting very anxious because they are not allowing me access to my money without any notification.
They replied to that email 6 days ago (November 23, ), in it they wrote everything the same as in the previous email.
I told them that I couldn't be patient anymore after 26 days since I first submitted a request for withdrawal, where on that occasion I was not told any reason why I couldn't withdraw my money
And on November 26th, the last email arrives from their side, in which they say that they apologize for the extension and that they understand how frustrating this can be, that my case is a priority for them, that their team is doing everything to eliminate the problem as quickly as possible, and that they are still begging me for patience.
It becomes stupid to write anything further to them, because I start to get the same answers that they are working on a solution and that I should be patient, without anything concrete.
So now I wonder how it is possible that someone can do this
