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Times Square - Confiscated winnings with “free” bonus

Ruling

Found for the Player - Despite our repeated efforts to contract Time Square Casino to discuss this issue we have received no response whatsoever from the operator.

Read our Time Square Casino Review.

Player's Complaint

Dear staff,

First and foremost, I would like to thank you for offering this service.

Situation:

After having a bad experience with TimesSquare Casino I decided to request an account closure. This couldn’t be done by live chat support, because they are outsourced. I had to sent mail support an email which I did. Obviously they did not close my account and decided to add free funds for me to play with and even more additional bonuses were offered by live support. I decided to continue playing and won a significant amount of money which is stated in my form. I decided to withdraw this and I received a confirmation of the pending withdraw. A couple of days later I noticed in my account that the withdraw was cancelled and the funds were no where in my account. I contacted live support and they didn’t really know what happend either and only mentioned something in regards to irregular betting on roulette. Once again, live chat is outsourced so they offer terrible support and mail support doesn’t even contact me or reply to any of my emails. Also I would like to mention that I tried opening the Terms and Condition page, but I receive an error stating that The Netherlands is prohibited from online gambling.. which is strange, because by law I am allowed to gamble online outside of the country.

Long story short:

- Requested an account closure, which was pretty much denied because they bombarded me with “free” stuff.

- Won money with free bonus money. Withdrew it and it got canceled a couple of days later.

- No notice was given towards me

- contacted mail support many, many times without any reply

- Terms & Condition page can’t be accessed by me, due to failure of their own IT control systems.

I appreciate the help in advance.

PS: I found out after this issue the operator and the related casinos don’t have a very good reputation. Hopefully something can be done.

Regards,

Read the casino review

4 Responses

ThePOGG
January 9, 2020

Hi justiceserved - welcome to ThePOGG.com!

Before we go any further - I've just tried to register with Time Square Casino from an IP in the Netherlands and any page I visit on the site redirects to a page stating that they do not accept players from the Netherlands. Alongside this when I check the terms from an IP in a different country they do clearly state that the Netherlands is a restricted country. That being the case can you tell me how you managed to sign-up?

Thanks,

ThePOGG

JusticeServed
January 9, 2020

Thanks for your reply.

Well, I registered from my own IP in the Netherlands. Furthermore, while registering, it stated that I could enter Netherlands being my nationality. Also on several websites it shows the Netherlands is allowed. Besides that, I can enter their website anywhere with any Dutch IP-address.

JusticeServed
January 9, 2020

Having read your reply very carefully. It seems very odd how I was able to register then from my own home IP-address. The second question I am asking myself is how I was able to register myself as a Dutch resident and successfully go through their verification process.

Basically, if their T&C confirms that, they were never actually suppose to accept me as a player right?

ThePOGG
January 24, 2020

Hi JusticeServed,

TimeSquare Casino have informed us that they will not discuss this complaint with this service.

Sorry we could not be of more help!

ThePOGG

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Agreement

JusticeServed consented for ThePOGG to act on their behalf and share the personal information that they provide to ThePOGG with the following agencies for the purposes of resolving their complaint:

  • Times Square
  • Curacao eGaming
  • Game Tech Group N.V.

January 9, 2020

The United Kingdom of Great Britain and Northern Ireland sits to the north-west of mainland Europe. The United Kingdom shares a border with The Republic of Ireland and has coasts on the Atlantic Ocean, Celtic Sea, North Sea, Irish Sea and English Channel. The population of the UK is approaching the 67.6 million mark leading to a fairly densely populated land mass. The gambling sector in the United Kingdom is entirely regulated and licensed by the UKGC – the United Kingdom Gambling Commission. Should players resident In the UK wish to gamble with foreign based operators there is no history of this being treated as a criminal offence, but high levels of protection exist for UK residents playing with UK licensed operators.