TS Casino - Withdrawal not being processed - Complaint Resolved

dutchfloater Netherlands

Dear AskGamblers & TS Casino

On January 30th 2020 I requested a withdrawal for the total amount of €321. On January 31th I received an e-mail from your finance department with a request to deliver verification documents. Within an hour I sent you these documents. On 2th February I asked you why the state of my withdrawal is still pending. On February 3th you responded that you are still waiting for the verification documents. I responded that I already sent these documents on January 31th. After February 3th you are totally quiet and I won't get response on my reminders. At the moment of writing this complaint it is Friday 7th and my withdrawal is still pending! I have a strong feeling that TS Casino want that you will cancel the withdrawal and lose the money that I won and even make some more deposits.

So take care of processing my withdrawal. Today it is more than 8 days after requesting my withdrawal. I will attach some files that will prove my statements.

TS Casino

Dear DUTCHFLOATER

We appreciate you bringing this matter to our attention. Firstly, we apologise for any delays.

We can confirm that the payment request was sent to the payment processor. You will be notified once the funds are paid successfully to the nominated account.

Further, we must note that the maximum cash out allowed is €100. Your source of winning shows as free bonus ID 1129267 of 15 EUR. According to the bonus terms and conditions, it states: "4. Maximum cashout is €100, any funds over the maximum cashable amount will be removed automatically on cashout."
https://www.timessquarecasino.com/bonus-terms-conditions/?lang=en

Game history to support our claims has been provided to the AskGamblers team for review.

Kind regards

TS Casino

AskGamblers

Dear @dutchfloater,

Please confirm if the issue has been resolved. Be in aware in case you fail to respond within the given time frame we will consider your issue as resolved and your complaint will be closed accordingly. Please keep in mind that as per the AGCCS terms providing updates in a timely manner is a must.

Thank you for your cooperation.

dutchfloater Netherlands

Dear TS Casino,

The wagering of this bonus was already huge, so why a maximum cashout?

Today I have received €100,00.

AskGamblers

Based on TS Casino explanation, and submitter's confirmation that the payment for which s/he was eligible for has been received, AskGamblers Complaints Team consider this case as Resolved and it is officially closed now.

Thank you all for your cooperation.

TS Casino - Withdrawal not being processed

Complaint Info

Disputed casino

Reason

Amount

€ 321

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