| DamageINC |
2013-12-29 15:49 |
Jag har väntat på utbetalning från Canbet sen i oktober. De har skyllt på tekniska problem och att alla betalningar måste göras manuellt. Klagade i mail någon gång i november och fick beskedet att jag skulle prioriteras. Inget hände och efter flera ytterligare mail anmälde jag till IBAS i slutet av november. Fick som svar:
Citat:
Dear Mr
Fully appreciate your frustration but any correspondence we have received from the company advises that they are making payments so at the moment there is no issue regarding not paying customers.
We have received one advisory from a customer who advises that they refused him payment for a reason and we have received a number back acknowledging that they have now been paid so at the moment it would appear that a minority are affected by non-payment. Until such time you are refused we cannot really adjudicate on your complaint.
As I advised we have no statutory powers and it is only really the Gambling Commission who can look into this issue at the moment.
Regards
Danny Cracknell
Adjudication Manager
IBAS
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Den 11 december fick jag av Canbet:
Citat:
Dear Mr,
Account Number: xxxxxxx
Please be advised that your withdrawal request will be processed and paid over the next week.
Over the past two months, as you are well aware, Canbet Sports Bookmakers UK Ltd has experienced immense difficulties in making payments to our customers. As our customer service department has reported, this has been the result of an IT error that had been triggered through bonus bets and free deposit match up bonuses.
Like many companies within the online industry, some components of the IT software are controlled by a third party and integrated into the main IT platform. At Canbet this has been the case with our financial software program for many years. This third party IT program accepts deposits and issues withdrawals; it calculates all financial transactions including bonuses. Recently it was discovered that this system was not recognising all the rules associated with deposit match up bonuses, thus many customers were unduly qualifying for their bonuses. This resulted in management having to undergo a complete overhaul of the third party IT system, including a financial forensic audit, whereby we had to first identify the issues, find out how far back the issue went, identify every customer and each of their bets and then assess if the customer qualified for their bonus or not. Unfortunately, all of this has taken time to complete.
Whilst we appreciate that this delay in payment processing has caused unnecessary angst amongst our customers, we were left with no alternative other than to resolve this problem and ensure that everyone who has made a withdrawal request was eligible to withdraw their money and paid the correct amount. During this period, once our customer service and finance department were satisfied that the customer was eligible or not to withdraw their funds, they have either been paid or notified as to why they were not eligible due to not satisfying the bonus requirements.
Over the next week, our customer clearance procedures will once again be automated which will result in customers being paid in an expedient manner, thus clearing the backlog of withdrawal requests. Going forward, we will be upgrading our whole financial platform to ensure that we don't have a repeat of this in the future.
I would like to thank both the UK Gambling Commission and IBAS for their support and assistance during this period and look forward to our customers once again enjoying the benefits of one of the world's oldest online sports books.
On behalf of the team at Canbet, I do offer our sincere apologies for any inconvenience that this temporary issue has caused you.
Yours Sincerely
(Oläslig signatur)
Executive Director
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Som ni ser stod det "next week". Jag har ännu inte fått några pengar och har mailat dem ytterligare än gång typ på julafton. Inget svar på det har inkommit.
Det handlar om ca 1000 euro. |
