Kraken exchange

Optional · 08-08-16, 08:49 PM

If you fill in a complaint form SBR can reach out to Betonline for you and help sort it out.

Sounds like a communication breakdown to me.

portman · 08-08-16, 09:17 PM

I have no problem with Betonline's end. They always respond to my emails on a timely manner. Here is their last email.

Hi *********
This is George from Player Services. I hope this email finds you well.
The department in charge has reviewed the account. At the moment, we have not received the funds on your account. We recommend you to check your bitcoin wallet and then try to make your deposit.
Should you require further assistance or information, please contact us by replying to this email or initiating a Live Chat.
Sincerely,

The thing is that if the transaction has been not implemented, the funds should be return in my Kraken account. However i cannot communicate with them some days ago.

portman · 08-08-16, 09:46 PM

Dear Dave i am unable to submit you my personal details via PM due to the fact that i have less than 40 msg....Many thanks for your initiative to investigate further my issue. May I ask Optional to intervene and pass my message to Dave in order to have a closer look?

raiders72001 · 08-08-16, 10:28 PM

Do you have anything showing the bitcoin deposit address that was given to you by BOL? Is so all you need to do is go to your Kraken account and get the transaction number showing that the money was sent to that address.

portman · 08-09-16, 07:01 AM

I have already sent to BOL the screenshot from my Kraken account which shows all the details for this specific transaction. However the response i got is this one:

Hi **********
This is George from Player Services. I hope this email finds you well.
The department in charge has reviewed the account. At the moment, we have not received the funds on your account. We recommend you to check your bitcoin wallet and then try to make your deposit.
Should you require further assistance or information, please contact us by replying to this email or initiating a Live Chat.
Sincerely,

raiders72001 · 08-09-16, 10:36 AM

Originally posted by portman

I have already sent to BOL the screenshot from my Kraken account which shows all the details for this specific transaction. However the response i got is this one:

Hi **********
This is George from Player Services. I hope this email finds you well.
The department in charge has reviewed the account. At the moment, we have not received the funds on your account. We recommend you to check your bitcoin wallet and then try to make your deposit.
Should you require further assistance or information, please contact us by replying to this email or initiating a Live Chat.
Sincerely,

Every time you make a deposit to BOL, they change bitcoin addresses. Did you take a screenshot of the address that BOL gave to you?

portman · 08-09-16, 11:57 AM

Unfortunately not. I was not aware that all this is going to happen in order to keep evidence

SBR Forum · 08-09-16, 12:06 PM

Originally posted by portman

Unfortunately not. I was not aware that all this is going to happen in order to keep evidence

Management needs your account number to look into this and review your correspondence with support. Please submit the complaint form that Optional linked in the first response.

raiders72001 · 08-09-16, 12:08 PM

Originally posted by portman

Unfortunately not. I was not aware that all this is going to happen in order to keep evidence

I think if you file the complaint with SBR that they should be able to track it.

portman · 08-09-16, 05:40 PM

Hi all,

My issue has been positively resolved. I did a mistake and used the same address for my second betonline deposit which caused the whole mess. On the one hand side i have to praise Betonline and its customer service; they replied immediately to my emails, they looked deep in the issue and finally thanks to their agents we found out what happened and credited the funds into my account. I need to clarify that Betonline acted as an A+ bookmaker and let no shades over their shop. They did really well and i am very satisfied from their actions (although the 6,5% fee is enormous). However on the other hand, Kraken lacks considerably in terms of customer support. I have submitted three emails, none of them got a response, they do not have a live chat facility nor a telephone number to reach them...Probably i must look for another bitcoin agent. Many thanks to the forum who also gave a push to resolve my case