I withdrawn my money 2 days back but till now I have not received my money yet I used a Payment agent

1

Hello Deriv .
I’m here to write to you that I withdrawn my money 2 days back but up to now I have not received the money and the payment agent is saying that you asked him to hold my funds upto until you send me a confirmation email so that you confirm that it’s me withdrawing money unfortunately up to now I have not received any emails from you..
So for how long should I wait for you to send me the confirmation email because the issue is now raising the second day.

2

Hi @berrets-aliency-2, please note that we’ve escalated this issue to the relevant team so they can further investigate. Our standard email response timeframe is up to 3 working days, however our team makes sure to solve all queries in the most timely and swift manner. You may refer to ticket with ID ‘‘5269242’’, please.

3

I didn’t receive the first email the first time and kindly resend it even up to now the Payment Agent is still holding the money..
She said that she will not send me the money up to until I receive the first email..so kindly resend the first email..

4

Hi @berrets-aliency-2! We’re sorry for the inconvenience. To help you better, could you please confirm which first email you’re referring to? We look forward to your response.

5

So the Payment agent is insisting that Deriv must have sent me a confirmation email so that I could clarify that it is me withdrawing the money…
And I have not seen that email yet so if you don’t mind you kindly resend that email that confirms so that the Payment Agent can send me the money because right now he is currently holding the money up to until you send me that email

6

In this email u sent to me u said u had sent me email earlier also the agent said I have been contacted via email
I didn’t receive any email from deriv .
Can u tell me how I will get a confirmation email that the agent wants to see first so as to send me my money ??

I need the Payment agent to send me the money urgently

For 3 days now my money has been held by the agent called

FAST PESA

I reached out to her she said deriv said she shouldn’t send me the money and she says she’s waiting for feedback from deriv

What exactly is going on
.how can get that email??

7

Hello @berrets-aliency-2 We have sent you an email requesting some information, could you please check it and reply back to us?