TS (Times Square) Casino - Os ganhos do jogador com bônus foram anulados.

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100 euros, I did not take bonuses, played and lost about 40 euros, paid another 20 euros or played and won 180 euros, withdrawn everything and they credited me with the sum.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

Versato inizialmente 100 euro,non ho preso bonus,giocato e perso circa 40 euro,versato altri 20 euro o giocato e vinto 180 euro,prelevato tutto e mi hanno accreditato la somma.

Saldo a 0,00.

Il giorno dopo mi ricollego e mi trovo sul conto 5 euro di bonus,me li gioco a una slot e fortunatamente vinco,continuo a giocare ad altri giochi e riesco ad arrivare a circa 113 euro,vado in sezione prelievo e noto che potevo prelevare 107 euro,il bonus che mi avevano dato di 5 euro non era prelevabile.

Quindi vado avanti a giocare su altra slot e faccio una BIG WIN arrivando alla somma di 603 euro.

Faccio richiesta di prelievo di 450 eur,il resto 153 lo lascio in cassa. Dopo qualche giorno mi viene comunicato telefonicamente non mi pagheranno perché ho giocato irregolarmente,ho fatto puntate superiori del 30%(puntato 20 euro) della somma del mio ultimo versamento(20 euro).In più mi hanno azzerato anche il conto

Forse mi sbaglio ma la mia vincita non ha niente a che fare con il mio ultimo versamento,quello che ho vinto è scaturito dal loro bonus che giocando sono diventati soldi prelevabili.

Ho mandato email per contestare e mi hanno risposto stessa cosa,ho fatto gioco irregolare.

Chiedo lumi anche a voi,sono in errore io oppure la cosa e fatta per non pagare.

Come posso risolvere.

Chiedo gentilmente di darmi un aiuto

Cordiali saluti .

Antonio

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
 

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. 

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’.

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

Sicuramente non risponderanno,il mio errore é stato quello di non aver trovato prima il vostro sito.

A questi casinó  truffaldini bisogna fargli cattiva pubblicità ,vincere qualche euro  é difficile e quando capita non ti pagano.

P.s. Mi é successo ,dopo qualche giorno stessa cosa con un'altro casinò ( JELLYBEANS) fatto una o due puntate superiori al 30% del versamento ed ho perso successivamente continuando a giocare sono arrivato a 700euro ,chiesto  prelievo mi tolgono tutta la vincita circa 610 euro e mi lasciano il mio versamento di 90 euro.

Faccio altro reclamo?

Grazie

Cordiali saluti

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.

Il casinò in questione mi ha contattato e siamo arrivati ad un accordo.

La vincita non me la pagano perchè le regole che utilizzano sono scritte e non ci scappa.

Mi vengono incontro dandomi in un bonus di 100 euro giocabile una sola volta.

Mi sento di dare un giudizio positivo al TS (Times Square) Casinò che si sono presi la briga di contattarmi e venirmi incontro in qualche maniera.

Mi permetto di dare un consiglio ai giocatori: Le regole leggiamole prima per non incorrere in disguidi spiacevoli.

Grazie di tutto.

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

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.