TS Casino - Withdrawal not being processed - Complaint Resolved

Dear AskGamblers & TS Casino

On december 18th I requested a withdraw for the total amount of €300. To speed up the proces, I sent some documents in advance towards their support email. On December 22th I received an email saying that I only need to pass the phone verification for them to proceed the withdraw, which I was asked to request on live chat support. The strange thing is, is that it seems like all departments can’t communicate with each other. I contacted live support and requested a phone call verification and they really had no clue what I was talking about. All representatives said something else. I was told on monday december 23 that I would receive a phone call within 24 hours, which obviously never took place. At the moment of writing this complaint it is saturday the 28th of december and I haven’t heard anything from the casino yet. I somehow feel like they know I like playing and that I might cancel the withdraw and potentially lose all the money I won. Because I did deposit a couple of times in the meantime and lost all of those deposits.

So please, take care of proceeding my withdraw. Soon it will be 10 days after requesting the withdraw. I will attach the files containing the withdraw & email from support from december 22.

Also out of goodwill it would be very kind to receive some of the deposits back due to hiding the responsibility gaming tools from your website which are only available on live support. And the live support is not always available, which led to many losses.

Good day.

TS Casino

Dear ITZSLY

Thank you for bringing this matter to our attention.

We see that the delays on verification of your account were due to invalid phone number provided on the account.

We can confirm that the payment of €300 was successfully made to your nominated account. Can you update us when you received the funds.

We must note that the casino Live Chat is available 20hrs / 7 days a week. If you had an issue accessing the Live Chat you had the option to send us an email. We see that a limit was placed on your account upon request via the Live Chat on the 19th of December 2019. Prior to that, you have not visited the casino live chat.

If you have further concerns, kindly contact the casino directly.

Kind regards

TimesSquare Casino

itzsly Message

Thank you for your response. I can indeed confirm the funds were received. As mentioned in my complaint, so many promises were maid, but none were followed. I was never called after 24 hours nor did any of my requests on live chat seem to be sent forward towards the regarding department. I also created 1 or 2 tickets which never received a reply.

Besides that, I wasn’t able to set up my own limits the moment I actually needed them and therefore lost money. Due to Livechat not being available at all times.

This is what your website states:
Contact Us - Times Square Casino
our professional Customer Support team is available by phone, email and chat 24 hours a day,

So the fact I wasn’t kept up to date with my questions regarding my withdraw and not being able to set up my own limits at an important time, I would like to see what you guys can offer me.

Regards

AskGamblers

Based on submitter's last post AskGamblers Complaints Team consider this case as Resolved and it is officially closed now.

We would also like to use the occasion and suggest to player to submit new complaint against the casino in question, in case new issues appear which were not part of the current complaint.

Thank you all for your cooperation.

TS Casino - Withdrawal not being processed

Complaint Info

Disputed casino

Reason

Amount

€ 300

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