Hi,
A few days ago I requested a withdrawal of 12200 USD at party poker. I received two emails; One confirming my withdrawal request of 12200 USD, and one approving my withdrawal request of 12200 USD. Now for some reason they have transfered AUD to my USD skrill account. I first of all never requested this. But seccondly it is not being noticed in any of the emails regarding my withdrawal. They took a nice 800 USD fee for this!
To make it even more absurd. When contacting the live chat support. They admitted that I in fact did request a withdrawal in USD. And they were trying to figure out why it has been processed in AUD. But they crawl back from this statement without any sensible statement. Right before abruptly closing the chat!
I hope this forum can be of support. Maybe higher tier party poker managers will read this? Also does anyone know where I can go if party poker won't take responsibility? I plan to fight this until I have my money. If only to get justice. I will post both emails plus the live chat below.
Thanks for the support!
Dear partypoker customer,
Please keep this withdrawal receipt for your records.
Current status of request: PENDING APPROVAL.
Withdrawal amount : USD 12,200.00
Account name : WUNGKONG
Date/time transaction : 25-SEP-2017 03:30:12 EST
Transaction ID : 15063246128579273
As per our withdrawal procedure outlined in our Terms and Conditions, all withdrawals must first be approved by our Internal Review Team (to ensure fairness) before they are processed by our Payments Team. This is why the current status of your request reads pending approval.
This review normally takes up to 3 business days. To view your withdrawal status, please check your account.
Dear customer,
Your withdrawal request received on 25-SEP-17 03:30 EST with the transaction ID 15063246128579273 from your account ""WUNGKONG"" has been approved and is currently being processed. Please see the payment distribution below for complete issuing details:
Withdrawal- Payment Distribution
Payment ID Payment Type Amount Requested* Fee* Amount Approved*
57379327 Skrill payment to Account:ko**e.nl USD 10,000.00 USD 0.00 USD 10,000.00
57379328 Skrill payment to Account:ko**e.nl USD 2,200.00 USD 0.00 USD 2,200.00
Log in to your account to track your payment status (withdrawal section) for complete details..
Time taken for funds to reach you:
*If the withdrawal option chosen is Visa, please allow 3-5 business days.
*If the withdrawal option chosen is bank transfer, please allow 3-4 business days
If the withdrawal option chosen selected is different from above, please log in to your account and visit the withdrawals section in your account to see how much time it takes for funds to reach you.
This is a system generated e-mail - please do not respond to this message. If you have any further questions, please don’t hesitate to get in contact with us:
http://www.partypoker.com/contact-us.html
Kind regards,
Your Party team
----------------------------------------------------------------------------------------------------------------------- .
Hello! Next available customer representative will be with you shortly.
Welcome to PartyPoker Live help!
Representative Todor has joined the session
You [11:41:08 PM]
Hi Todor
Todor [11:41:20 PM]
Please confirm your first and last name and date of birth for security reasons.
Todor [11:41:22 PM]
hello
You [11:41:46 PM]
I've got an issue. I've cashed out 12200 USD recently. The withdrawal got approved but it turns out i only received 11450 on my Skrill account.
You [11:41:52 PM]
xxx
You [11:41:54 PM]
xxx
Todor [11:42:10 PM]
just a moment
You [11:42:18 PM]
ok
Todor [11:43:30 PM]
and what is your e-mail address registered to your account
You [11:43:38 PM]
xxx@xxx
Todor [11:44:12 PM]
ok i see the transaction which you have made
Todor [11:44:22 PM]
just a moment to re-check soemthing
You [11:44:30 PM]
I think what happened is you cashed out in Australian Dollars. But i've requested a withdrawal in USD. I have an email confirming this. Skrill took almost 700 USD fee from this!
You [11:45:18 PM]
my withdrawal request clearly states 10000 USD and 2200 USD. Also. Skrill doesn't even offer Australian dollar accounts. So it should be one big mistake on your side.
Todor [11:45:42 PM]
While requesting your transaction, you have not selected the currency USD from the drop down menu. Thus the system automatically selected the currency on default which was AUD.
You [11:46:18 PM]
It was not. I just checked. It's set on USD
You [11:46:24 PM]
The default is USD.
Todor [11:47:10 PM]
but you have recived the currency on AUD, and the FX rate is 1.219507377
You [11:47:22 PM]
My email also confirms that i want to cash out USD. You can't put this on me. Why would anyone want to receive a currency they can not receive on their skrill account
Todor [11:47:22 PM]
just a second advice
Todor [11:47:44 PM]
i totally understand you
You [11:47:54 PM]
You should rewind the transaction
You [11:48:02 PM]
play it back
You [11:48:06 PM]
fix this. it's not my mistake!
You [11:48:34 PM]
I promise you with my life the default was set to USD when i just click the withdrawal button in the menu
You [11:48:46 PM]
from inside the party poker software
You [11:49:30 PM]
You should handle this problem with skrill. Let them return the money to my account. And i'll make another withdrawal request. It just can't be true im losing 700 USD because of this. thats a redicilous fee also!
Todor [11:49:30 PM]
it was confirmed that the selected amount was requested on AUD,
Todor [11:49:46 PM]
it happens by mistake let me see if we can give you a GWG
You [11:49:58 PM]
where was that confirmed? could you tell me in which email it states i confirmed that?
Todor [11:50:42 PM]
just a moment
Todor [11:50:58 PM]
bear with me like that to resolve the issue
You [11:51:18 PM]
I have one email that states that I have requested a cashout of 12200 USD. and one email where it states that that is approved. non of these emails mention anything about Australian dollars.
You [11:51:20 PM]
alright. thanks
Todor [11:54:16 PM]
sorry for keeping you waiting
Todor [11:54:44 PM]
my adviser is asking what is the reason of chasing out and withdrawing right away
Todor [11:55:16 PM]
usually such cash movements are not tolerated
You [11:57:20 PM]
I know. I am currently in China. I've deposited from here. But couldn't play. I wanted to play the tournament events
You [11:57:46 PM]
Thought this live chat a few days ago. I was asked to request for a withdrawal.
You [11:57:54 PM]
Through*
Todor [12:01:06 AM]
sorry for keeping you waiting we need to confirm few more things
Todor [12:01:36 AM]
we will escalate your case with the respected department to see if they can resolve the issue
You [12:03:00 AM]
Well. I have relationships with some party poker pros. It's obvious that I haven't done anything wrong
You [12:03:24 AM]
I expect you to solve this issue. You can read the emails send to me regarding my withdrawal. Non of those emails mention anything about Uastralian Dollars
Todor [12:04:16 AM]
i am quite new with the system here, this is why i am unable to help you much at the moment, regarding the withdrawal, it was requested the amount in AUD rather then USD, its a common case
You [12:04:18 AM]
Also. I advice you to remove this option for skrill cash outs. There are not AUD skrill accounts in the world. Skrill would always take a huge fee. There is nobody that would want that.
You [12:04:46 AM]
Can you proof to me that i have requested a withdrawal in AUD?
Todor [12:04:48 AM]
this is why i need to escalate you with the respected department
Todor [12:05:02 AM]
to see if they can help you
You [12:05:14 AM]
Can you proof to me that i have requested a withdrawal in AUD?
Todor [12:05:34 AM]
the transaction ID is : 15063246128579273
You [12:06:06 AM]
Could you read my Emails. and confirm that non of my emails contain ANY information about AUD being the requested currency?
You [12:06:22 AM]
The emails being sent to me*
Todor [12:08:12 AM]
keep with me for few a moment more
Todor [12:10:48 AM]
i am still with you, just checking with the department in order to help you
You [12:11:06 AM]
Thanks
Todor [12:11:12 AM]
sorry for keep you waiting once more
You [12:11:38 AM]
I have this message ready to be send to a large poker forum. I really won't be pushed away easily in this matter
You [12:11:46 AM]
Very sick. I've cashed out 12200 USD from party poker to skrill. both emails one confirming my request and one approving my request state that the withdrawal is requested in USD. Now they have for some reason send AUD(Australian Dollars) to my USD skrill. Skrill took a 750 USD fee fom this. Live support can't help me. What to do?
Todor [12:17:40 AM]
xxx, i apologize for what had happen, but unfortunately we are unable to recover your 750 USD. I have contacted the respective departments, and they have told me that on our side everything is clean, and there is nothing much to be done.
You [12:19:36 AM]
It's not clean
You [12:20:14 AM]
Read your emails send to me regarding my cash out. There is nothing mentioned about AUD. You have no proof that I selected that IF i did!
Todor [12:20:14 AM]
we have processed the amount with the selected currency as you have requested
You [12:20:30 AM]
Where is the proof that i have selected that?
You [12:21:50 AM]
You can't do this. I'm not letting this one go. Trust me
You [12:22:26 AM]
its by the way more than 800 dollars fee. for a 12200 dollar cash out. Thats ridiculous!!! You have 0 Proof that I have requested AUD cash out.
You [12:24:08 AM]
Send me proof where I could have been aware of the fact that I have requested an AUD withdrawal?
You [12:24:26 AM]
Trust me I'm taking this to court if I have to even if it's just out of principle.
Todor [12:24:32 AM]
i am still here, just a moment
Todor [12:27:50 AM]
the only thing which i can do is to request a transaction history of your withdrawals within it you will be able to see all the information regarding the transaction
Todor [12:28:06 AM]
however this document will be issued out within 48 hours
Todor [12:28:14 AM]
and we will send it to you
You [12:28:32 AM]
Let me show you the emails I have received from Party Poker regarding this withdrawal request
Todor [12:29:22 AM]
you can send it to us, maybe we will be able to assist you further in this case
You [12:29:40 AM]
9/25/2017
You [12:29:42 AM]
Dear partypoker customer,
Please keep this withdrawal receipt for your records.
Current status of request: PENDING APPROVAL.
Withdrawal amount : USD 12,200.00
Account name : WUNGKONG
Date/time transaction : 25-SEP-2017 03:30:12 EST
Transaction ID : 15063246128579273
As per our withdrawal procedure outlined in our Terms and Conditions, all withdrawals must first be approved by our Internal Review Team (to ensure fairness) before they are processed by our Payments Team. This is why the current status of your request reads pending approval.
This review normally takes up to 3 business days. To view your withdrawal status, please check your account.
Todor [12:30:14 AM]
can you send a screen shot copy of it on our e-mail address ?
You [12:31:06 AM]
Dear customer,
Your withdrawal request received on 25-SEP-17 03:30 EST with the transaction ID 15063246128579273 from your account ""WUNGKONG"" has been approved and is currently being processed. Please see the payment distribution below for complete issuing details:
Withdrawal- Payment Distribution
Payment ID Payment Type Amount Requested* Fee* Amount Approved*
57379327 Skrill payment to Account:ko**e.nl USD 10,000.00 USD 0.00 USD 10,000.00
57379328 Skrill payment to Account:ko**e.nl USD 2,200.00 USD 0.00 USD 2,200.00
Log in to your account to track your payment status (withdrawal section) for complete details..
Time taken for funds to reach you:
*If the withdrawal option chosen is Visa, please allow 3-5 business days.
*If the withdrawal option chosen is bank transfer, please allow 3-4 business days
If the withdrawal option chosen selected is different from above, please log in to your account and visit the withdrawals section in your account to see how much time it takes for funds to reach you.
This is a system generated e-mail - please do not respond to this message. If you have any further questions, please don’t hesitate to get in contact with us:
http://www.partypoker.com/contact-us.html
Kind regards,
Your Party team
You [12:32:18 AM]
You have send me these emails!
You [12:32:44 AM]
Why do you need a screenshot. Just go to your mailbox and click Send Items.
You [12:34:34 AM]
I have replied to both Emails
You [12:34:42 AM]
Might helps you to find them.
You [12:35:04 AM]
You can't say this is my fault if there is NOTHING mentioned in emails to me regarding my cash out!
You [12:35:14 AM]
about AUD
You [12:35:22 AM]
the world AUD is not mentioned ANYWHERE!
You [12:35:36 AM]
please party poker. Just take your responsibility before this gets ugly....
Todor [12:35:58 AM]
mister i believe you, however at the moment i am speaking with the specialists within the department so we can help
Todor [12:36:12 AM]
and see where the problem was
Todor [12:36:46 AM]
stay with me for a bit more
You [12:36:54 AM]
I don't need you to believe me. I need you to check the emails you've send to me. So you can confirm to your staff that I have not been informed about an AUD withdrawal AT ALL.
You [12:37:26 AM]
or you boss. whatever. Sorry for my bad english. its not my native language
Todor [12:42:52 AM]
xxx i have one more question regarding the case
Todor [12:43:02 AM]
is your bank currency on USD or AUD ?
Todor [12:43:16 AM]
or your skrill account is it, in AUD ?
You [12:43:20 AM]
USD
Todor [12:43:24 AM]
all of them ?
You [12:43:30 AM]
My skrill account is in USD
You [12:43:44 AM]
I also have a EURO account. But the account i deposited with is a USD account
Todor [12:46:14 AM]
you were right you have requested the amount on USD, we have processed it in USD after i have spoke with the department
Todor [12:46:30 AM]
at the moment i am trying to figure it out, why was it converted in AUD
Todor [12:47:08 AM]
maybe your bank itself receives funds in AUD
You [12:47:40 AM]
I've done many transactions and never received any money in AUD
Todor [12:51:10 AM]
xxx i am unable to help you at the moment further at that moment, i will try to escalate your request and we will contact you within the next 48 hours to inform you what had happen
You [12:51:50 AM]
Can you put this conversation into an email and send to to me at xxx@xxx ?
You [12:51:56 AM]
So I don't need to go through all of this again.
Todor [12:51:58 AM]
i apologize for being unable to help you resolve the query
Todor [12:52:12 AM]
yes i will do that
Todor [12:52:16 AM]
also
You [12:52:34 AM]
I will wait for that email before I leave this chat
You [12:54:26 AM]
Thank you anyway for trying to help.
You [12:54:54 AM]
party poker owes me the money. I hope it will be resolved soon. Before I feel forced to go 2+2 with this.
You [12:55:08 AM]
Please send me an email from Party Poker containing this Chat
Todor [12:55:12 AM]
xxx i just advised with my supervisor and i will be unable to send you the chat myself company restrictions, can you please copy the entire chat
Todor [12:55:18 AM]
before you leave
You [12:55:40 AM]
No
You [12:55:44 AM]
You have to send to me
You [12:56:04 AM]
I need to you admit that this is a mistake on your end. By official party poker email.
You [12:56:24 AM]
Todor [12:46:14 AM]
you were right you have requested the amount on USD, we have processed it in USD after i have spoke with the department
Todor [1:00:20 AM]
the chat itself will be recorded in our data base however, if you insist for a record of that chat, you have request it via your e-mail address
Todor [1:00:38 AM]
i am unable to send you the chat at the moment
You [1:02:54 AM]
Can you confirm that I have requested a USD withdrawal and that it has been processed as an AUD withdrawal. And that this is not my fault in any way. Through Email?
You [1:04:16 AM]
This whole chat will go on a 2+2 forum if you don't assist me in this. I'm sure you understand that what im asking for is very fair.
Todor [1:06:14 AM]
i apologize for the inconvenience the transaction is confirmed to be requested in CAD you have not selected the currency from the drop down menu
Todor [1:06:54 AM]
I am unable to help you further if you have more question please call us. I apologize for the inconvenience
Representative Todor has left the session
Chat session ended
