TS (Times Square) Casino - Player has been accused of playing restricted game.

Ich habe den Bonus umgesetzt im bonusspiel als es um die Auszahlung ging würde mein Geld komplett storniert mit der Begründung ich habe kein Bonusspiel gespielt was nicht stimmt solange du mit bonusgeld spielst gehen nur die bonusspiele jetzt habe ich weder die 1000e noch Geld im ts casino alles storniert

Holt bloss das casino vom Markt es ist reiner betrug

Raus mit dem dreckscasino

Dear Mary,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Do I understand it correctly that you have redeemed and played a free (No Deposit) bonus? I have checked general bonus terms and conditions, and this is what I found https://www.timessquarecasino.com/bonus-terms-conditions/?lang=en#:

"The following games are not allowed for this free casino bonus and do not count towards play through requirements: all forms of Blackjack, all forms of Roulette, all forms of Video poker, PaiGow, cardsWars & PokerThree."

If you are aware of placing bets on restricted games while wagering your bonus, sadly, there is not much I can do to support your case at this time. I would strongly recommend reading all the T&Cs carefully before you start playing to avoid any misunderstandings in the future. Casinos try to design their bonuses to be as attractive as possible, but the rules must always be followed. We would like to see casinos implementing systems that would prevent players from placing bets on restricted games, but, unfortunately, this is not a standard practice yet.

Please do not hesitate to contact me you feel that you have been accused mistakenly, otherwise, I will be forced to reject your complaint. Thank you for your understanding.

Best regards,

Petronela

If I understand it correctly from the email that you have received from the casino, you have been accused of placing a single bet higher than 30% of your rewarded bonus. Could you please advise how much you have deposited and how much bonus funds have been added to your account? Thank you in advance for your reply.

Thank you, Mary, for sending all the screenshots. It seems that you haven’t completed wagering requirements. Could you forward your bonus history, please? My email address is petronela.k@casino.guru. 

Dear Mary,

We are extending the timer by 7 days. Please, be aware that in case you fail to provide the required information in the given time frame, we will reject your complaint.

Unfortunately, we’re rejecting this case because the player hasn’t responded to our messages and questions. Therefore, we’re not able to proceed with a further investigation or suggest possible solutions.

The player can reopen this complaint anytime.