Missing Masters Voodoo Crate

So yesterday after the Mega Happy Hour I bought a Masters Voodoo crate worth about 200 Euros. After finishing with all the payment, I received an error message but the 200 euros were still taken from my account. I received nothing from the crate, its as if the payment never happened but it did. I sent a payment ticket to support but still haven't received any response. Please help me out as I have spent a considerable amount of money and would like my money's worth.
This is what I should've gotten from the crate

The Voodoo Master chest grants you:
- 100 Voodoo Cannons
- Level 4 Voodoo Priest (duration: 240 days)
- 1,000,000 Voodoo Cannonballs
- 1,000,000 Voodoo Dooms
- 1,000,000 Soul Eater Ammo
- 1,000,000 Voodoo Blasts

Thanks any help would be appreciated

Username: CMW-Judge
User ID: 39/3470073
Server: England 1

 

Could you please state if this was from paypal or directly from your bank.

Have you received your items now?

 

Hi, Since I started the post Payment Support have responded with this:

06.07.2017 14:32
Thank you very much for your inquiry. Our credit card provider has informed us that your order couldn\'t be processed because an unknown error occurred. Unfortunately, we don\'t have more information about what triggered the error.
You will not be charged for this failed transaction - please just place the order again.
Sorry for the inconvenience.

And now to answer your question the money was taken directly from my account, since I do not use paypal and I have received none of my items as of yet. I do have to mention though that I use a debit card and the transaction is currently under the pending section of my statement. But I still do not have access to my 200 Euros.
So I just wanted to ask, is it just a matter of time till they release or give me back my money? Since I'm assuming that I'm definitely not getting my items. And how should I proceed ?

Thanks a lot for responding, it's much appreciated.

 

Hi CMW-Judge,

As mentioned above you stated;

"I do have to mention though that I use a debit card and the transaction is currently under the pending section of my statement."

And bigpoint replied that they will not be taking this transaction, let me explain how it works.

When you make a payment from your bank card your bank first puts the money to one side ready for the company to collect so you cannot spend it before the company has chance to take it.

Then the company has the option to accept the payment and collect the money or decline the payment for whatever reason.

Since the payment was declined your bank will still keep the funds available to the company for a maximum of 5 working days. after this time they will release the money back into your account if it has not been collected.

Since stated above "Our credit card provider has informed us that your order couldn\'t be processed because an unknown error occurred. Unfortunately, we don\'t have more information about what triggered the error.
You will not be charged for this failed transaction"

Bigpoint will not be collecting this money.

I know it can be annoying at times but these things happen all the time, just be patient.

- Blitzen

 

Have you contacted your bank, to see why it is still pending. If payment say it is a failed transaction then the bank should release the money back into your account. They will be able to give you a time for this to occur. This would enable you to repurchase the item. If they say they are not holding it bp is then when you have that information, contact support again (not payment) giving all the information, including a screen shot or scan showing the amount pending. Then leave the ticket # here and I will make sure this gets followed up and we get some information for you.

 

Hi, so finally bigpoint have released their hold on the 200 Euros and I have my money back. It took a couple of days of waiting as Dredded said but I finally have my money back and the issue is resolved.
I would like to thank both Seren and Dredded for their help and support in the matter at hand.

On a separate note if I had another issue with my other seafight account (not CMW-Judge) could I still mention it in this thread or should I start a new one. As this issue is resolved, if I have to start a new thread then you can go ahead and close this one.

Thanks a lot.

CMW-Judge

 

Please if you have any further queries do indeed start a new post.

As this is resolved this post will be closed.

~Closed~