Casino confirmed refund however nothing received

Olá

No dia 06/01/2024 eu solicitei um saque no valor de 1942 BRL, porém, hoje, passados 11 dias não recebi o valor em minha conta.
Nos primeiros dias, o saque estava com status de PENDENTE. Ontem (16/01/2024) entrei em minha conta LALABET e pude verificar que o status tinha sido alterado para CANCELADO. Sendo assim, entrei em contato no chat e o primeiro atendente chamado OLIVER me informou que o meu saque teve um problema técnico e pediu para eu solicitar um novo saque, mas para solicitar um novo saque eu preciso que o valor retorne a minha conta LALABET. ele me informou que enviou uma solicitação para o setor relevante tratar do caso.

Mais tarde eu entrei no chat novamente para pedir nova informação, falei com o atendente chamado MARK, que me informou que o meu banco recusou o pagamento e que o valor de 1942 BRL iria voltar ao meu saldo LALABET. Ele confirmou que o meu banco devolveu o valor para a LALABET, mas a realidade é que o valor não foi devolvido ao meu saldo LALABET.

Eu preciso receber o meu dinheiro em meu banco (Zenex Pagamentos Astropay) OU que o valor retorne ao meu saldo LALABET para que eu solicite um novo saque.

Hoje já faz 11 dias e nada foi resolvido.

My withdrawal is pending for 14 days. The casino's payment policy says that it should be approved or denied within 48 hours. I contacted their support countless times and every time they say that they check the withdrawals manually and they cannot confirm how long it's gonna take. First time I contacted livechat support was after 48 hours and livechat agent told me that it should take max another 48 hours (4 days in total). We are at 14 days right now.

I've been verified prior to withdrawal request. Every time I contact lala.bet support they say the same thing that they cannot influence payment process and I have to wait a bit longer. I waited 7 times longer than their payment policy suggests.

I have uploaded 100€ to lala.bet on the 8th of Aug using my bank app and bancontact method which they offer on their site and it is still not credited to my account. It's been more than a week if waiting time.

The process is that you choose you payment method, than they direct you to a provider (Lunu - crypto transactions) than you have to transfer the money to a specific bank or provider (zen.com) through your bank app. The whole process takes a verification from Lunu than 2-3 clicks and the money is transferred.

After waiting few hours, I contacted lala.bet support who told me that they are working on it, I will get it soon. They are giving me the same answer, even today. No other details, no additional informationhas been provided to me.

After 4-5 days have contacted Lunu support and Zen.com. Lunu Support was really responsive and told me that the transaction was successful.

Zen.com still trying to figure out where is the issue, but no additional detail or information so far.

Lala.bet is still telling me that the transaction is pending..

I have provided all the info and pdf that I have from my bank that my money was sent successfully, it was instantly taken off my bank account.

It is a painful case because to be completely honest, I am almost broke and I still have to be in a situation like this.

I do not recommend this casino to anyone until I don't see my case resolved.

I did a withdrawal on 19th May over 450€ and 850€. The website is saying that they usual process withdrawls within 7 Minutes. The customer service tells me that the withdrawls are approved and processed I only need to wait. On the website it still says the withdrawl is pending. They telling me it could take 10days which is super long. I feel like they trying to keep the money. Attached you find a screenshot of my withdrawls