info: Bitte warten Sie einen Moment auf einen Mitarbeiter.
info: Sie sprechen gerade mit 'Nico'.
Nico: Hi
chefket: Hi
Nico: How can I help you?
chefket: account name is chefket
chefket: i wait for over 2 days now for a reply from support AND finance regarding my withdrawal
chefket: and all this is drawing a very bad picture for you guys
Nico: Hello Jonathan
Nico: I am sorry but your withdraw has been processed
chefket: made a withdrawal on the 9th, it got approved and sent but never arrived
chefket: when??
Nico: in the 10/11
chefket: no it was not
chefket: so i sent proof to support/finance and they are not getting back on me
Nico: yes it was, did you sent the bank statement as my colleague already asked from you?
chefket: yeah
chefket: over 2 days ago now
chefket: iam majorly annoyed
Nico: may I have the ticket number of that?
chefket: Ticket# LTK12178050952194X + Ticket# LTK12178050952195X
Nico: ok perfect I will send it to the finance department
chefket: yeah that is what i did 2 days ago
Nico: did you check with your bank by the way?
Nico: did you call them?
chefket: my bank is fine
chefket: i recieved payments eversince
chefket: even from other casinos
Nico: did you call them?
chefket: no
Nico: My casino it's also fine
Nico: ok, try to call them also
chefket: i tell you... the problem is not on my side
chefket: look, first i was told i need x10 wager requierements before withdrawal, which is bogus and not in the TOS
chefket: now you delay my payment for ages
Nico: it's not delayed Jonathan
Nico: the payment was processed
chefket: show me proof of that if you may
Nico: ok, no problem
Nico: allow me to send an email to the finance department
Nico: to receive from the proof
chefket: i have been lied at from you guys before
Nico: ok
chefket: so when can i finally expect an answer?
Nico: Sunday Afternoon I believe that I will have an answer from the finance
info: Your chat transcript will be sent to sinzert@gmail.com at the end of your chat.
chefket: lets hope so.. bye


CHAT 2

Max VIP Manager: hi! how can i help you?
Sie: Hi
Sie: username chefket
Sie: i still wait for my withdrawal to arrive
Sie: how hard can it be, seriously
Sie: 2.nd attempt and it still does not arrive
Max VIP Manager: Just a second Jonathan, i will check what might be the issue if theres any
Sie: there certainly is an issue
Sie: i asked the support/finance to keep me up do date
Sie: so did a chat represntative
Sie: no response whatsoever yet
Max VIP Manager: i can't see any pending withdrawals...
Max VIP Manager: when did you request them?
Sie: on the 9th november originally
Sie: never arrived
Sie: i sent i proofs
Max VIP Manager: ok, just a moment
Sie: was told they issued another payout, still nothing on my account
Max VIP Manager: how much was the withdrawal amount?
Sie: 40€ something
Sie: let me check
Max VIP Manager: 40.60
Max VIP Manager: found it
Max VIP Manager: the cost of that transaction was 10 euro, so you might have got 30.60 instead of 40.60
Max VIP Manager: because i can see here that it was processed on November 10th
Sie: no minus the 10 € transaction cost
Sie: it is 40.60
Sie: it was not processed, and i was told there would be a second one underway
Sie: waited for it for again, longer as i should have
Sie: and here we are again
Sie: i need to go in 2 minutes
Sie: what is your solution to this whole mess
Max VIP Manager: i can see that someone requested a bank statement to be able to make a request to the payment processor
Max VIP Manager: did you send that?
Sie: i was verified
Sie: yeah
Sie: i even sent in a picture of my bank card
Sie: even if i missed something, finance/support is just not responding
Sie: also, since support claimed to have sent it twice now it should be all good,no?
Sie: i have to leave now. please send me the solution to sinzert@gmail.com
Sie: i really question the legitimacy of your casino by now..
Sie: have a nice day
info: Your chat transcript will be sent to sinzert@gmail.com at the end of your chat.
Max VIP Manager: we will contact you, i'll make sure of that
Max VIP Manager: don't worry
Sie: fine thanks

CHAT 3

Francisco: Hello!
chefket: hi
Francisco: how can I help you?
chefket: can i speak to a higher up?
chefket: because this is about serious fraud accusations of this casino
Francisco: could you please provide me your username
chefket: chefket
Francisco: Please hold on a moment while I am checking your account.
Francisco: could you please explain me the problem?
chefket: i will
chefket: and one final time
chefket: i explained it countless times to you guys
chefket: ok here we go
chefket: so i issued a withdrawal request on 9th november
chefket: it got approved and i got an email it was sent
chefket: it was not although
chefket: i provided proof as asked that i didnt recieve a thing
chefket: i was promised to really get paid this time
chefket: did not happen
chefket: support/finance is not replying for weeks at my emails
chefket: "MAX VIP MANAGER" told me 4 days ago that somebody will get back to me with a solution
chefket: now here were are again
chefket: nothing happenend
Francisco: just a moment
chefket: yep am waiting
Francisco: Jonathan
Francisco: I will check this issue with the the finace department right now
chefket: yes
Francisco: and I will call you later to give you an aswer
chefket: until when
Francisco: as soon as possible
chefket: because, as you probably understand, i am very sick of being put on the long line from you guys
Francisco: yes I understand the situation
chefket: will that be today?
Francisco: a cannot give you a correct time, but as soon as possible
chefket: yeah, but will it be today?
Francisco: as I'm telling you, I cannot give you a specific time, as soon as possible
chefket: and i tell you that MAX VIP MANAGER said the exact same thing 4 days ago and i still did not hear back
chefket: so i will take drastic measures if nobody calls me til monday, i guess that is a fair deadline
Francisco: I'm trying to solve this issue, but let me time
chefket: monday latest is very accommodating i guess
Francisco: OK, as soon as we have an answer from the department we will contact you
Francisco: can i help you in something else?
info: Your chat transcript will be sent to sinzert@gmail.com at the end of your chat.
chefket: thats all
Francisco: thanks for contact us
Francisco: we will inform you
chefket: thanks and please do not disappoint me for the 18th time, gooodbye
Francisco: have a good day

CHAT 4

Floriana: Good morning
chefket: hi
Floriana: how may I help you?
chefket: account name chefket
chefket: i still wait to be called from you guys with news from finance/support
Floriana: thank you
chefket: or emailed
chefket: and i am sick of being put on the long line
Floriana: thank you to contact us
chefket: i still wait for my withdrawal
Floriana: I' m going to check
chefket: MAX VIP manager told me i will get a notification what is up on dec 5
chefket: another chat guy told me i will be called
chefket: ...4 days ago
chefket: so i wonder
chefket: how shady and unprofessionally this casino is operated and what it takes to get answers
Floriana: Jhonathan I saw in your account that you have been already paid
chefket: and that was when?
Floriana: the 10 Nov
chefket: did never recieve it
chefket: ok i do not want to explain the whole story for the millionth time
chefket: can i speak to a higher up?
Floriana: yes
Floriana: i m trasfering the chat to my manager
info: Einen Moment bitte! Ich verbinde den chat zu 'Raphael'.
info: Sie sprechen gerade mit 'Raphael'.
chefket: hi
Raphael: Hi Jonathan, good morning
chefket: i supposedly got paid my withdrawal twice by you
chefket: 1.st time it didnt arrive
chefket: i sent in proof
Raphael: Twice by us?
chefket: i was told i was paid a 2,nd time so
chefket: never arrived again
chefket: support/finance is outright ignoring my request sinces WEEKS
chefket: people on the chat keep promising me they will email or call me with updates
chefket: never happens
chefket: and iam so sick of it
Raphael: give a min  to go through your account
Raphael: i understand
Raphael: Jonathan i see all the chats you had & really sorry the delay do see that the agent did contact the Finance dept and still waiting an answer for them.
Raphael: I need some hours time to get the answer from them. I will speak to the their manager & wil have an answer for you later today.
chefket: i hope so.. how hard can it be seriously
Raphael: i personally will follow up on this & my team will be in touch with you
chefket: alright, i expect your call later on today
Raphael: i understand your frustration & really thank you for understanding
chefket: alright thanks, bye
Raphael: have a great day

CHAT 5

Francisco: Hi!
chefket: this is chefket
Francisco: how can I help you?
chefket: please directly let me speak to a higher up
Francisco: just a moment
Francisco: I'm checking your account
chefket: fine
Francisco: yes, how can I help you?
chefket: i was promised to be called with news regarding my withdrawal
chefket: on 9th
chefket: and 13th
chefket: nothing happened
chefket: let me please speak to a higher up
Francisco: just a moment, I'm going to check with my manager
chefket: ok
Francisco: you didn't recieved the withdraw?
chefket: yes
chefket: i did not
Francisco: the manager is already talking with the finance department
Francisco: about this issue
chefket: again?
chefket: i have been hearing this for over a month now
chefket: i demand answers
Francisco: yes sorry for the inconveniences
chefket: well keep that to you, saying sorry does not help me
chefket: first you guys just lie to me
Francisco: I understand the situation
chefket: then pospone this forever
chefket: i am that close to report you as fraud to curacao licensing buro
Francisco: the department is working already in this issue, could you please contac me in one hour?
Francisco: contact*
chefket: fine, last chance
chefket: bye

CHAT 6

Floriana: hello
Sie: hi
Sie: username is chefket
Sie: may i talk to vincenzo?
Floriana: how may I help you?
Sie: need to talk to vincenzo
Floriana: I m sorry Vincenzo is not here at the moment
Floriana: He ll come at 10 pm,  tonight
Sie: ok, i still wait for 5 days now for a reply from finance/support
Sie: and i wonder how in gods sake this can be...
Floriana: Jonathan, please let me check your account
Sie: yeah
Floriana: I'm sorry I'm contacting the finance again
Floriana: thanks for understanding
Floriana: I ll tell you right now
Sie: fine
Sie: ok
Sie: i have to leave in exactly 4 minutes
Floriana: thanks
Floriana: I ll sent to you an email
Floriana: sorry but I need more time
Sie: fine
Sie: by the love of god, do it thogh
Sie: iam so sick of empty promises of tis casino
Sie: bye
Floriana: yes, I understand you

CHAT 7

Floriana: hello
Floriana: how may I help you?
Sie: hi
Sie: vincenzo available?
Floriana: can I have your username please?
Sie: chefket
Floriana: Hi Jonathan
Sie: hi
Sie: to my very surpise u did not send a mail to me
Sie: as you promised to
Sie: great just great
Floriana: one moment please
Floriana: I'm so sorry, you have to send us the bank statement of November. we already paid you 3 times
Sie: i sent it in
Sie: more than a week ago...
Sie: hello?!?
Floriana: yes sorry Jonathan
Floriana: I m on the phone with the financial department
Sie: alright
Floriana: thanks
Floriana: I'm calling you
Floriana: could you answer please
Floriana: Hi Jonathan
Floriana: We saw on you Bank statement that you received the 09/11/16 50€
Sie: hang on
Sie: but it surely was not yours, as this would mean there was no banking fee
Sie: also i should have gotten 40.60
Sie: yeah... thats not ur payment
Floriana: for sure we paid you
Sie: why is it not in my bank account so? :D
Floriana: where I can see that was not our payment?
Sie: by applying simple logic
Sie: i had 50.60
Sie: i withdrew max amount
Sie: so i should have gotten 40.60 on my bank account
Sie: that payment is totally unrelated, but i can send in that without blanked out spaces
Sie: where can i see that oyu did the payment?
Sie: this is outrageous
Sie: i was told over and over again it will be resolved
Sie: now you tell me the same shit i have been hearing for months
Sie: you can see clearly that i did NOT recieve a penny from you, the evidence is clearly unfold before you....
Sie: and its making you very sketchy
Sie: so there are two options no.
Sie: 1. you give me a pleasing answer TODAY or 2. i will be on the phone with the curacao licensing buro tonight.
Floriana: it's possible that the bank didn't take 10 euro as fees and you received all money
Floriana: I'm really sorry, but we are sure that we paid you.
Sie: i did not... this is a payment from a friend
Sie: and wheres the 0.60€
Floriana: where I can see that
Sie: ok just wait
Sie: sending u a screen
Floriana: I can't see that
Floriana: there is not voice close to the payment
Floriana: could you show me the name of this payment ?
Sie: _BLANKED
Floriana: I'm sorry, we are just try to understand
Sie: and i just try to get my money for months
Sie: ok now that there is no doubt left that i did not recieve the payment, whats going to happen now
Floriana: could you sent to me the same link regarding the payment of 10.33 of 24/11/16
Sie: BLANKED
Floriana: perfect I sent to the financial department an email with all your comment and your link and they will contact you Monday
Floriana: thank for understanding
Sie: you promised me to send me emails so often
Sie: i keep track off all the chatlogs and its not looking like honesty is your key priority
Sie: last chance...
info: Your chat transcript will be sent to sinzert@gmail.com at the end of your chat.
Floriana: I trying to do all my the best, because they already told me they have paid you 3 times
Floriana: thanks