Koed Posted February 18, 2018 Share Posted February 18, 2018 Been waiting for 16 days now still nothing happening. How long still? Link to comment Share on other sites More sharing options...
JeppeL Posted February 18, 2018 Share Posted February 18, 2018 I won't be able to give a response on a specific timeline for it @Koed, you mention it's taken 16 days already, but as you must also know by now, it has been looked into why it appeared there were deposits coming from a 3rd party - the update I see in the case it's not until today it's updated with the information about first and middle names.Cases regarding 3rd party deposits and withdrawals are always checked by a certain team who specialises in these, and yours is no different even if the "error" in names is just a mistake on the bank accounts./Jeppe Former Community Manager Link to comment Share on other sites More sharing options...
Koed Posted February 18, 2018 Author Share Posted February 18, 2018 16 days 10 workdays is still pretty long time to wait without anything asked and getting no help from chat. And it hasnt been a problem on paf.com, pokerihuone.com or even at nordicbet, unibet is the first. Link to comment Share on other sites More sharing options...
JeppeL Posted February 18, 2018 Share Posted February 18, 2018 @Koed I do apologize for any inconvenience, and I will be checking up on your feedback of getting "no help from chat" to see what's happened in the case./Jeppe Former Community Manager Link to comment Share on other sites More sharing options...
JeppeL Posted February 19, 2018 Share Posted February 19, 2018 @Koed I had a Finnish agent check the chats and explain to me what happened in the different ones, just to get a better sense of the whole thing.The gist of it is, that due to the name mismatch, the case needs to be handled by a special part of the Player Safety department. That element is not something we can change, as we in order to maintain our gaming license are required to do these investigations - and really it's not something we want to change, because if for instance someone figured out how to break into your account, you'd want a team with specific knowledge to handle it.Now, could the agents you spoke with in the chat have let you know it will take longer than the usual 3-5 days for us to handle, yes I think so and while they do work differently in regards to information than we do here, we did have a little chat about if it perhaps could be handled a bit differently in the future :)From our end, we'll stay updated on the case and if you don't hear anything back soon, we'll try and see if we can't give a little push and have someone with the correct expertise to have a look :)/Jeppe Former Community Manager Link to comment Share on other sites More sharing options...
Koed Posted February 19, 2018 Author Share Posted February 19, 2018 Well it wouldnt even matter if i didnt have 100€ pokertournament ticket wich has expired or will expire next week. Im not sure when because i havent been able to go poker and im worried if i get the chance to use it. Someone in chat told me that she would ask this about bonusdepartment (for refund) and they would send me email but im still waiting. Link to comment Share on other sites More sharing options...
RayL Posted February 20, 2018 Share Posted February 20, 2018 Hi @Koed, Rest assured that as soon as the verification is done and you have access to your account, we will refund you the tickets here in the community, it's the least we can do! As soon as you are set to play, create a thread in the "Ticket exchange" tab, and me and Jeppe will make sure you get refunded to whatever expired. :) /Rajmond Former Community Moderator Link to comment Share on other sites More sharing options...
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