Good morning dear community,

I wrote again with the chat 10 days ago. There was the following conversation:

Elena > > 3 Dec 2018, 8:28 AM > Chat Duration : 01:50:21 > > Chat Recording > * >
> * > Hello, my last withdrawal via 1004 went to the status “completed” yesterday. Can I then expect all three payouts in the next few days? > > > >
Elena> Hello
8:30 AM > Me > I've been waiting for the oldest payment for 2 months now...* >
Elena > One moment please* >
Me > Are you still there?8:49 AM >
Elena > (Payout Number): Confirmation may take several business days. For bank transfers, this may take 7-10 business days. Please allow for the weekend at 8:56 AM >
me > ok I was told that with the other two payouts and the money is still not there after more than 50 days. What about the two old payouts? When is the money coming?8:59 AM >
Elena > One moment please9:09 AM >
Me > I'd love to9:11 AM >
Elena > The finance department canceled it for an unknown reason.9:18 AM >
Me > That means what? How do I get my money now? Can you initiate the withdrawal again or what happens now?9:20 AM >
Elena > The finance department canceled it for an unknown reason.9:24 AM > Me > How can I contact the finance department?9:26 AM > > The statement "the finance department canceled it for an unknown reason" is complete unacceptable and unsavory. How would you react if you were given such a statement? After all, this is about almost €5000 in total9:30 AM >
Elena > The finance department canceled it for an unknown reason.9:33 AM > Me > This is a joke. Your support is a big catastrophe. I thought you were there to help. Simply holding back the money is not an option. I don't understand at all. Why does this statement only come after 2 months? Before there was only consolation. That can not be. I want to speak/write to someone in charge at your store!9:37 AM > > Do you have any other answer other than "the finance department canceled you for some other reason"? What's next? I want answers and a solution10:01 AM >
Elena > We have already forwarded your query to the relevant department and will get back to you as soon as we receive an answer at10:16 AM
> Me > I'm curious if you still think it's time to get back to me. The whole conversation now lasts over 1 hour as I keep waiting 5-15 minutes for replies. Since you don't seem to be taking this conversation seriously, I'll say goodbye for the time being. I'm waiting for a response from you via email! That does not work like this. Also on the last payout over 1004�. Thanks

So I sent an email to support:


Dear Sir or Madam, Here is today's chat with Elena: I'm still waiting for answers and a solution to my questions and problems. Why has the money (number) + (number) still not been paid out? The chat says it was canceled for an unknown reason. Please withdraw the funds immediately. There is no reason not to do this! Will the payout (number) really take place in 7-10 days? I expect feedback by Thursday, December 6.12th. at 13 o clock. You should urgently comply with this deadline. Yours sincerely §§


...and got the following answer from Mail Support after a few hours:


Hello!

I would like to inform you that your withdrawal has been completed and the money will be in your account within 7-10 days. Thank you for your patience.

Sincerely,
Your Customer Service Team
Arescasino.com



The reactions in the chat are super cheeky, I have to say. Also, replies take forever. The whole conversation lasted almost 2 hours. "The finance department canceled it for an unknown reason" as a constant reply is just not ok.
After all, the support has answered for the first time in 30 emails. Bravo.

Today the 10 days are over again and of course there is no money again...
The store is really ridiculous. I'm so annoyed and disappointed. But won't give up! The email to support went out again.