Bruno1973 Posted August 27, 2018 Share Posted August 27, 2018 Hello community, i hope you can help me.Here is the thing, in 30/05/2018 i made a withdrawal, ID: 1314060603, only €26,59, this money never showed up in my bank account, i asked Unibet and they send me a print of the bank transfer, i've printed and showed to my bank in person, and they told me the money never appear to they system. I contact unibet again for ask about this, in the chat online, and they told me for send my bank statements to an email of support, info@unibetsuport.com, i've sent the email, but unibet don't answer me. Do you guys have any ideas for help me?Sorry about my english and thank you. Bruno Gomes Link to comment Share on other sites More sharing options...
RayL Posted August 27, 2018 Share Posted August 27, 2018 Hi @Bruno1973, welcome to the Community. Thank you for contacting us regarding this issue, we are more than happy to help where we can. As a first step, I have inquired from our financial department is there would be a possibility to start a trace from our side to find the withdrawal, mostly to save you the hassle of going to the bank again. I will let you know if that is possible as soon as I have a response. What did the bank advise you when you asked them? The fact that the withdrawal didn't arrive to your account is clear, but they are supposed to be able to help you find it based on the proof that you have received from us if I am not mistaken. Anyways :) we'll know more most probably tomorrow. /Ray Former Community Moderator Link to comment Share on other sites More sharing options...
Bruno1973 Posted August 27, 2018 Author Share Posted August 27, 2018 What did the bank advise you when you asked them? They told me that the money did not come to themAnd thank you for your help and quickly response. Bruno Gomes Link to comment Share on other sites More sharing options...
Solution RayL Posted August 28, 2018 Solution Share Posted August 28, 2018 @Bruno1973, our financial providers are currently looking into finding the funds. You have been supplied with a proof of payment from one of my colleagues and based on that your bank was supposed to start a trace of the funds. In our systems it's processed as a successful payment. I'll keep my eyes peeled for an answer and let you know here in this thread once received :) /Ray Former Community Moderator Link to comment Share on other sites More sharing options...
RayL Posted September 3, 2018 Share Posted September 3, 2018 I see that our colleagues in Customer Service have informed you about the details of your missing withdrawal @Bruno1973, with those tracking details your bank should be able to request the funds, let us know if there is anything else we can do for you. /Ray Former Community Moderator Link to comment Share on other sites More sharing options...
Bruno1973 Posted September 5, 2018 Author Share Posted September 5, 2018 Hello Ray, I received some document that they send me by email, but they sent me in the body of email and I need attached to forward to my bank, I made contact to my bank and they asked me if you can provide me an official proof of transaction, called MT-103, i do not know if it's the same document that unibet sent me, but if don't, can you please send me this doccument also please?Thank you for your attetion.My best regards. Bruno Gomes Link to comment Share on other sites More sharing options...
RayL Posted September 7, 2018 Share Posted September 7, 2018 Hi @Bruno1973, Our financial department has requested the official proof of transaction MT-103 from the financial partner, we are pending an answer from them. I'll keep monitoring the request and once provided, I'll message you with it :) Sorry for all the hassle that you have to go through, I realize that it can get frustrating after a while. There are external financial providers involved in such a trace and we don't have power over their response times. Thank you for your patience. /Ray Former Community Moderator Link to comment Share on other sites More sharing options...
RayL Posted September 8, 2018 Share Posted September 8, 2018 @Bruno1973 quick update for you, there was no answer as of yet from the financial provider so we have prioritized your missing withdrawal now. We'll have a reply early next week most probably. Former Community Moderator Link to comment Share on other sites More sharing options...
RayL Posted September 15, 2018 Share Posted September 15, 2018 Hi @Bruno1973. Our financial provider has supplied us with the proof that the funds were paid to your bank. I've sent you an e-mail now with the proof, dates and reference numbers so you can double check with your bank account, in the case that it's not there, based on this your bank shall be able to advise you better. /Ray /Ray Former Community Moderator Link to comment Share on other sites More sharing options...
Bruno1973 Posted September 21, 2018 Author Share Posted September 21, 2018 Hello Ray, I sent the documents to my bank and they told me today, by email, the money returned to the originating bank because the information about the recipient was incomplete. Here is the catch, i don't know why, by mistake, I suppose, they returned the money in two installments, one of € 13.30 on 06/07/2018 and another recently, on 08/19/2018 in the amount of € 13.29. I would like to ask you to check the information and give me a feedback. I will be sending you the proof of the chargeback that my bank sent me by email to your email, i already did. Thank you very much for your attetion and kindness. Bruno Gomes Link to comment Share on other sites More sharing options...
JeppeL Posted September 22, 2018 Share Posted September 22, 2018 @Bruno1973 We'll check it and see if we can't find the transactions, which email address did you send the documentation to though? Was it directly to Ray? :)/Jeppe Former Community Manager Link to comment Share on other sites More sharing options...
Bruno1973 Posted October 8, 2018 Author Share Posted October 8, 2018 Yes, directly to Ray and also to Unibet support . Did you can find the money? I'm still waiting for anwser. Bruno Gomes Link to comment Share on other sites More sharing options...
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