Resolved complaint
€720 withdrawal received after the payment reference was traced
My withdrawal was marked processed, but I could not find the payment. Support initially gave me a general processing estimate rather than a transaction reference. I opened this case to establish where the transfer had reached and to get information that my payment provider could use.
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The conversation
4 replies · Oldest firstIn this caseClaraM · PlayerLiam Taylor · Case manager
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We asked for the processing date and a usable payment reference. The player can use these to distinguish an unsent payment from a payment still in transit.
The payment reference has now been provided privately to the player. Please check the payment account and confirm whether it is visible.
The full €720 is now in my payment account. I confirm this withdrawal has been received.
Closed after the player confirmed the payment. The outcome amount records money received, not just the original claim.