The player from Italy has been accused of breaking bonus T&Cs due to “Irregular Play” while using his bonus. Player’s complaint is now successfully resolved.
TS (Times Square) Casino - Player’s winnings from bonus play have been voided.
Amount: €603
TS (Times Square) Casino
Safety Index:Very lowSafety Index
Casinos with a Very low Safety Index usually have many relevant complaints from players or other relevant issues. In general, we don't recommend playing at casinos with a Very low Safety Index.
Resolved
Our verdict
Case closed
RESOLVED
Case summary
4 years ago
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4 years ago
Translation
Initially paid 100 euros, I did not take bonuses, played and lost about 40 euros, paid another 20 euros or played and won 180 euros, withdrawn everything and they credited me with the sum.
Balance at 0.00.
The next day I reconnect and find myself in the 5 euro bonus account, I play them in a slot and luckily I win, I continue to play other games and I manage to get to about 113 euro, I go to the withdrawal section and I know that I could withdraw 107 euros, the bonus they gave me of 5 euros was not withdrawable.
So I go ahead to play on another slot and do a BIG WIN reaching the sum of 603 euros.
I request a withdrawal of 450 eur, the rest 153 I leave it at the cash desk. After a few days I am informed by telephone they will not pay me because I played irregularly, I made bets higher than 30% (bet 20 euro) of the sum of my last payment (20 euro). In addition they also reset my account
Maybe I'm wrong but my win has nothing to do with my last payout, what I won came from their bonus that playing has become withdrawable money.
I sent an email to contest and they replied the same thing, I played irregularly.
I ask enlighten you too, I am wrong or the thing is made not to pay.
How can I solve it.
I kindly ask you to help me
Sincerely .
Antonio
Automatic translation:
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4 years ago
Dear Antonio,
Thank you very much for submitting your complaint. I’m sorry to hear about your issue. I have checked the bonus T&Cs and this is what I found: "The Casino reserves the right to withhold any withdrawals and/or confiscate all winnings and Bonuses for irregular play. "Irregular play" may include, but is not limited to:
Placing single bets equal to or greater than 30% of the value of the smallest bonus credited to the player account, prior to the total wager requirement for that balance having been met
Placing single bets equal to or higher than 30% of the most recent deposit in play, if it is smaller than the bonus. This max bet limit applies to all players even if no bonus is received, or if the Total Wager Requirement has been cleared."
If the bonus credited to your account was 5 EUR, then the max bet during the bonus play couldn’t exceed 1,45 EUR. Unfortunately, I have to say that if the casino shares all the relevant information on its website and none of the important rules are hidden, there is not much I can do for you in this matter. I understand that it would be easier for the players if the maximum bets were controlled and enforced by the casino during the bonus play, but, unfortunately, that is not a common practice.
Please let me know if there is any additional information that I have overlooked, but I’m afraid I will be forced to reject your complaint. Thank you in advance for your reply and understanding.
Best regards,
Petronela
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4 years ago
Thank you, Antonio, for forwarding me your player’s history. I contacted the casino regarding this issue. Hopefully, we will receive a response with their viewpoint soon.
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4 years ago
We would like to ask the TS (Times Square) Casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’.
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4 years ago
Translation
They will certainly not respond, my mistake was not having found your site before.
At these fraudulent casinos you have to advertise them badly, winning a few euros is difficult and when it happens they don't pay you.
Ps It happened to me, after a few days same thing with another casino (JELLYBEANS) made one or two bets higher than 30% of the payout and I lost subsequently continuing to play I reached 700euro, asked for withdrawal they take away all the winnings about 610 euros and they leave me my payment of 90 euros.
Do I have another complaint?
Thank you
Sincerely
Edited
Automatic translation:
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4 years ago
Translation
The casino in question contacted me and an agreement was reached.
I don't pay my winnings because the rules they use are written and we don't run away.
They come towards me giving me a bonus of 100 euro playable only once.
I feel like giving a positive opinion to the TS (Times Square) Casinos who took the trouble to contact me and meet me in some way.
Allow me to give some advice to the players: Let's read the rules first so as not to run into unpleasant mistakes.
Thanks for everything.
Edited
Automatic translation:
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4 years ago
Dear Antonio
We appreciate you bringing this issue to us and to have reached an amicable solution.
Good luck in your gaming experience and we wish you all the best in the future.
@Petronela, thank you for your assistance in this matter.
Kind regards
TS Casino
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4 years ago
As the complaint has been successfully resolved, we will now close it as ‘resolved’ in our system. Antonio, don’t hesitate to contact us if you run into any issues with this or any other casino in the future. We are here to help.
@ TS Casino, thank you very much for your cooperation.
