Withdrawal not recieved

If there was a 0 l would have rated 0 because l did my withdrawal on the 18th of January and still have not received it. My query was escalated and still no feedback till today. This is what the agents said..

Chat transcript

Name: Ntsizwa NeNe

E-mail: ***

Query Type: FICA & Withdrawal

You were transferred to Agent Havana Thu, 02/17/22 01:41:59 am Africa/Johannesburg Agent Havana 01:41:59 am Hello. How may I help you? Ntsizwa NeNe 01:43:47 am I'm still waiting for my withdrawal EFT since on the 18th January 2022 Agent Havana 01:45:24 am Kidly note that EFT withdrawals are being paid to your bank. Ntsizwa NeNe 01:46:13 am Are you looking at the withdrawal am referring to? Agent Havana 01:47:56 am No, I was advising you that EFT withdrawals are paid into your bank account. Your account does not show any withdrawal via EFT that was made on the 18th. Ntsizwa NeNe 01:48:47 am Give me a minute as l send you this screen shot Agent Havana 01:51:15 am Okay. Ntsizwa NeNe 01:51:52 am IMG-***7-WA0002.jpg Look at the transaction made at 06:44 Agent Havana 01:53:08 am Kindly note that the withdrawal is via Absa cash send not EFT. Ntsizwa NeNe 01:53:59 am Fine you are coming well now with cash send do l need an account to withdraw? Agent Havana 01:54:02 am The money was paid to ***. Apologies it was paid to ***. Ntsizwa NeNe 01:54:36 am When and what is that number That number was deactivated and as per my understanding if l do not withdraw within a certain period of time the funds are reversed back to the sender Agent Havana 01:56:38 am Unfortunately, that is not how it works. Ntsizwa NeNe 01:56:47 am I also called in the same day Agent Havana 01:57:16 am Kindly advise if you informed us about the withdrawal? Was your query escalated? Ntsizwa NeNe 01:59:49 am When you say that's not how it works are you saying that the funds sent to me on the 18th are still available with old number? To answer your second question l called in and advised that the funds cannot be sent to the old number. Your last question the query was escalated and l still have not received any feedback. Agent Havana 02:03:38 am Unfortunately, I cannot verify that the money is still available to the number, I was replying when you said "if l do not withdraw within a certain period of time the funds are reversed back to the sender" When I check on the system it shows that the SMS was sent again to the new contact number on the 19th. Ntsizwa NeNe 02:04:38 am Let me check Screenshot_***.png Screenshot_***.png Screenshot_***.png Agent Havana 02:09:12 am Kindly note that the SMS was sent to your number, not to your Lottostar notifications. Ntsizwa NeNe 02:09:38 am Now l just sent you all the withdrawals that occurred on from the 18th till the 19th please tell me why it doesn't reflect on my withdrawals So you are telling as per LottoStar you can send money without saving notifications or any trace of the transaction? Agent Havana 02:12:56 am The notification that the withdrawal is paid was sent on the 18th, please note that on the 19th you asked for your number to be changed and for the Absa cash send pin to be resent to the new number and it was resent. Did you not receive the SMS on the 19th? Ntsizwa NeNe 02:16:10 am I didn't withdraw the funds on the 18th that is why l called as l did not have that Sim Card.. Because if l had withdrawn the funds why would l call in request my withdrawal to be canceled. I even have an email confirming that the withdrawal was canceled Agent Havana 02:16:42 am When did you receive the email that it was canceled? Ntsizwa NeNe 02:18:11 am 18th Agent Havana 02:18:52 am Please send me the screenshot of the email received. Ntsizwa NeNe 02:19:05 am Just a moment Agent Havana 02:19:38 am Okay. Ntsizwa NeNe 02:24:21 am Just a moment Agent Havana 02:24:32 am When I check into the system it does not show that the withdrawal was canceled. What I can do is to send the information to the finance department so that they can resent the withdrawal SMS. Ntsizwa NeNe 02:25:23 am Now if you send the information how long will it take for me to get feedback Agent Havana 02:27:34 am Unfortunately, there is no time frame as we are receiving high volumes of requests and the finance department is not available now. Ntsizwa NeNe 02:28:28 am That is totally unacceptable how can you say there is no time frame on an escalation Agent Havana 02:29:15 am Please note that the finance department is currently not available, hence I am saying there is no time frame. Ntsizwa NeNe 02:30:37 am Because it has been escalated a month ago and there is no feedback... Please put me through to the pitboss Agent Havana 02:31:32 am Unfortunately, there is no boss available now. You may contact us today around 08h00, they will be available. Ntsizwa NeNe 02:32:28 am Who is in charge at the moment or should l say can you put me through to your team leader Agent Havana 02:34:27 am One moment while I transfer you to the Team leader. You were transferred to Agent Dakar 02:34:33 am Agent Dakar 02:35:49 am Hello. How may I help you? Ntsizwa NeNe 02:36:46 am Are you sure you are a Team Leader coz it's your name show Agent Dakar Agent Dakar 02:38:21 am Yes I am the Team Leader for the shift. Is there anything I can assist you with? Ntsizwa NeNe 02:41:25 am Okay now as you read the conversation l had with your Agent I was advised that my query will be escalated to the financial team which has been done before and l never received any feedback so for my assurance l would kindly request that you escalate my query and send me an now confirming the escalation and the refrence Agent Dakar 02:42:40 am Unfortunately I cannot provide you with a reference for the escalation but you can send this chat transcript to your email from your end. I have escalated the query to the relevant department, you will be contacted once the issue has been resolved. Ntsizwa NeNe 02:44:20 am Am saving it so that if it's not resolved l will upload it on Hellopeter Agent Dakar 02:44:35 am Thank you for your feedback. Is there anything else I can assist you with? Ntsizwa NeNe 02:45:39 am At moment nothing however l will wait for 24 hours before l upload this chat Agent Dakar 02:46:02 am Please have a lovely day further and good luck on your bets.

Please feel free to contact us for any further queries or updates on existing queries via: - Live Help option on our website. - E-mailing *** - Contacting our call centre on ***. Agent Dakar archived the chat 02:46:05 am You rated our customer service as bad 02:47:16 am Please rate the service you received from our support staff Terrible - No help at all

Duration: 1h 6m 50s Chat started on: https://lottostar.co.za/ E-mail from LiveChat