can you make a thread for this in the proper forum section, and copy/paste the support case?
I'd like to see their exact response to this situation, and how it turns out!
Hi yes it was finally resolved, I had to get MA to release the hold of my funds, they had the hold on them but still blamed the bank basically. I had to call the bank once ma released the hold so I could get the money put back in my account. I will leave off the previous support and only post the resolution due to the fact it is really long and mostly irrelevant.
Hi SG,
Thank you for your support case.
We love you to, even when you say mean stuff, but the point is still the same that we had this issue and it was reported, it might not have been clear on the forums or easily spotted but you can check facebook as well for additional information as I know you have done and there you can see people posting about the same issue.
You will of course get your money, there is no doubt in my mind that it is what will happen however this needs to be handled by the economics department and they will get to you as soon as possible, they are aware that your case is waiting.
As you can imagine you were not the only one who felt the blow of this issue, it was a major inconvenience for us as well and a lot of hours getting a handle on the situation, so there are more people to help but if it is as you say then we no doubt have logs for it and you will get your PED.
We are really sorry that this happened during your free time where you had planned to game and I know that pain all to well being a gamer myself but unfortunately that was the way it went and you do not deserve to be punished by it but sadly it is what happened.
But yes as stated they will take a look at your case soon and you will have a reply.
Take care and best of luck.
Kind regards,
Ulf | Entropia Universe Support
Hi,
It was a looong support case... I saw that you already got the information about the opening hours for payment support. To the main issue: We have been checking the logs at the payment service provider (Dibs) and they indicates that the purchase, deposit 13073656 of 115 USD, was authorized by your Bank, however due to a temporary communication error (timeout) it was never charged. This is also the reason why PED was not credited on your account.
Unfortunately, this might have ended up with an erroneous hold on your banking account.
The hold has now been manually released by us today.
Refund and hold releases are not processed in real-time, the time it takes before you can see the amount being released is depending on your Banks routines. Sometimes the same day or the day after, and in some cases several days. Really sorry for the inconvenience, but sometimes the payment communication just do not work.
I will now close this case and if you have any more question regarding deposits please start a new support case.
Kind Regards, Gwyneth Entropia Universe Support