Resolved - Treasure Mile Issue

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masskat
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  • Just wanted to tell of my experience at Treasure Mile today- deposited $90 which was taken from my Visa debit with their (TM)  identification on it.  it did not go into my TM account.  Live chat told me it was a server issue "with my bank".  I told them no it was not, it went through as a debit on my account so I was sure it was an error on the part of TM.  After I kept getting this lame explanation I clicked on "email transcript of chat" so I could have a copy of it.  As soon as I did that  I received a call from "Ed", same person I had ben talking to in live chat.  He then went on an on about it being "pending" in my Visa account and that he was sure that in a couple of hours it would show back up there (because I want to play in a couple of hours and not when I actually made the deposit)..when he finally stopped talking long enough to hear me say it was not "pending" in my Visa, it was taken out as a"debit" he then changed his tune and said "well you will have to fax us the information and when the finance dept. comes in they will review it.  Money gone just like that.  I finally said to him "as it stands at this moment you have stolen my money and I will consider it stolen money until it is back in my account, my Visa or Treasure Mile.  He hung up on me.  Now considering I play on the entire genesys group every day and make deposits of $1000 a week there and have never once made a withdrawal (yeah I know) one would think they would just give me the $90 to make me happy instead of giving me this run around..ugh..I am so pissed.

  • Boy masskat that is just incredible... I am so sorry you are having this problem! Zuga may be able to help you with this, but heck you still can't play now...

    One thought came to mind... since it is genesys group, could the money have gone into one of the other casinos in the group? I think they allow you to move money from one to another of their casinos... it's a long shot that this may be the case, but maybe??

    katt

  • I have faxed and emailed support.  I did get a response right away from support saying they will review this and apologizing for my situation.  They then asked me to scan my bank statement which I had already done and I received another email stating I would be contacted within the hour.  I will be the first person to say they handle this well if in fact they give me my money within the hour.  I did not know you could move money around in that same group of casinos..never heard that before and yes anything is possible but since I only keep one casino on my computer at a time I am not going to download the others to see if the money is on there (unless I do not hear from them in the next day or so resolving this to my satisfaction.  Thanks for the heads up

  • No problem masskat, hope it works out for you soon... the thing with the transferring between their casinos may be wrong... it may be just that your points count across all of their casinos thru the Genesys Club...

    Good luck!

    katt

  • update-just received this
    "Dear Kathy,

    Thank you for contacting us.

    I have just checked our fax and I can confirm that we haven't received any fax from you. Please go to the  nearest I cafe and request them to scan the documents for you. This is simply to ensure that we receive the best quality documents as also sometimes the fax doesn't come through clear.

    Please feel free to contact us if you have any additional questions or queries as we are available 365 days a year for your convenience.

    Kind regards,

    Eva Mendell

    Treasure Mile Casino Support"

    I pretty much told them that since I received the fax # from live support and also received an acknowledgement on my fancy fax machine that it went through they could go to a cafe and use my $90 to buy coffee for their staff..and that I am not being inconvenienced because of them one more time (I don't have a scanner)..my next email to them will be to tell them that I will spend a lot of time informing every casino forum I am a member of of my experience.  I am assuming they care..:(


  • Jeez Louise! They have some nerve telling you to go to an I cafe to have them scanned, goofballs! I loved your answer to them about it though! I should have you send them to my online fax account and I could forward them online to them... by fax or email. If you want some help in that direction, just pm me... I'd be glad to help.

    katt

  • Several years back I had this happen to me at a few casinos.  I always got my money, but sometimes it took a few days to make it.  It can be as simple as a glitch in internet communications.

    FYI, you don't have to "FAX" anything to casinos anymore - they accept screenshots via email.  If you have an online account where you can see that it was taken out of your account, just take a screenshot & email it to them; I've never had any requested record denied & I've been doing this for years.  I don't get paper copies of my bills or bank stmts, so they have to accept the screenshot.

    Hang in there & I'm sure it'll be handled in your favor.  smiley

  • thanks Katt for your offer-let me see how things turn out by tomorrow

    LhasaLover- I am embarrased to say I do not know how to do a screen shot..if it's easy for me to learn and do that would help since I am communicating with them by email..

  • Screenshots are very easy to make - I think there's a thread here on how to do them.  But I'll give you a quickie lesson here.....

    1.  Go to the window you want a screenshot of.
    2.  Press your "Print Scrn" button - very top of keyboard, 3rd button from the right hand side - directly above "Insert" button.
    3.  Open MS Word, Photoshop, MS Photo Editor - any one of those programs.  Go to the File menu dropdown, and click paste.
    4.  Save image as "(name of your file).gif or .jpg - either one works.
    5.  Made sure you save it somewhere you'll remember.  If mine are temporary only, I save them directly to my Desktop.  Or you can make a folder in your Pictures file for "Screenshots".
    6.  Send an email to the casino and "attach" your file.

    If this is confusing, let me know, or maybe someone else can chip in. wink

  • Great idea for her LhasaLover!! Did not even think of that and I am the queen of screenshots... I take shots of everything! One thing I can add to this is you can paste the screenshot directly into Paint which is included with all microsoft windows packages. It is under All Programs, Accessories, Paint... you can save it as a jpg or jpeg file and you are ready to attach and send.

    katt

  • I'll have to try the Paint program.  I loved MS Photo Editor, but they dropped it from whatever version of Windows this is.  lolololol  Hell, they update these things so fast, can't even keep up with them anymore.  I just set everything to auto-update so they stay current.  Woke up to IE9 last week when I hadn't even heard of it yet.  hehehe

  • who says you can't teach an old dog new tricks..I followed your perfect instructions and sent it to them...I am kind of overly excited now that I can do screenshots..lol
    Damn..that was cool..much thanks exclamation

  • masskat we are pretty chuffed that you can do screenshots now too! laugh_out_loud laugh_out_loud laugh_out_loud Now that you can do that, we need to see some winning spins screenies! That is only one more step for you!

    katt


  • who says you can't teach an old dog new tricks..I followed your perfect instructions and sent it to them...I am kind of overly excited now that I can do screenshots..lol
    Damn..that was cool..much thanks exclamation


    Well, that just tickles me to know my directions worked for you!  grin  grin  I hope things get worked out with TM quickly now.  Good luck!!
  • Im notifying their Rep about this thread.

    Zuga

  • Im notifying their Rep about this thread.

    Zuga

  • Hi masskat,

    Sorry to hear about all the problems you have had and i hope Zuga can get it straightened out. Your docs are very personal and LCB advises that you do not share them with anyone for the protection of all members.

    Please let us know how it works out for you.

    Lips



  • kattboots-I can't tell you how much I would have loved to be able to do just that (winning screen shots) had I known how to do one previously..

    LhasaLover-thank you and thank you

    Zuga- would appreciate that..still have not heard back from them with any resolution (other than a few emails stating they would get back to me within the hour (which was 16 hours ago)..will keep you posted if anything changes on my end..thanks for your help

  • I have not heard back from anyone at Treasure Mile now 20 hours later
    this is the transcript of my chat a few minutes ago

    info: Please wait for a site operator to respond.
    info: You are now chatting with 'Chad'
    Chad: Welcome to the casino! How may I assist you today?
    you: Hi Chad..katcarlsonhrs@yahoo.com
    Chad: Hi Kathy
    you: I would like to know the status of my complaint LTK52605688920X
    you: it has now been 20 hours since Treasure Mile took $90 from my Visa debit and have not credited my account
    Chad: One moment please while I verify your account, thank you for your patience.
    Chad: The funds was not received by the casino Kathy, it has been timed out, the funds was released bank your bank but was not accepted by the processor, this issue has been escalated to the finance team, the funds will be returned to your account, we are awaiting a response from the finance team with regards to this, I do apologize for this issue Kathy

    you: well you have an hour to clear this up and then I am done with your casino as well as all the others in the Genesys group . It is gone frm my bank account under Treasure Mile's identification number..I don't really care about bank procesors..you should be doing everything in your power to keep me as a customer..I know you are not invovled but you can pass this on to whoever might care about losing me as well as many many other members
    you: And if anyone wants to know how it should have been handled you can tell them I said that giving me free slot play to use while they were reviewing this matter would have kept me happy as well as made me feel like they cared about me as a customer..not one thing has been done on your end to make this situation even remotely ok.
    you: thanks Chad..I'm done with my speech
    Chad: I once again apologize for this issue Kathy, and I can understand your frustration, unfortunately the finance team is not in at this time as it is 21:04 pm and they are only available during business hours, but I will have a mail forwarded with regards to this issue, please await a response, from support

    you: I was told they were not available 12 hours ago either so that is a beyond ridiculous explanation.
    you: do they only work like an hour a day?
    you: anyway thanks for letting me vent to you-I am done.

    The finance team was not working at 8 pm last night, at midnight, at 7 am this morning and now he is telling me at 2:00 pm they are not working either (i want one of those jobs)  I own my own business..I cannot imagine treating someone who deposits hundreds if not thousands of dollars in a week , wins thousands and never withdraws the way they have treated me over $90 (an amount that is given away to many people just to get them to try the casino)..it is crazy to me how their lack of good customer service does not equate to lost revenue by someone, anyone who works there.

    as a side note I do not use a bank card, I use an Account Now Visa Debit card that I pre-load and have used maybe 1000x for casino use only and has worked within seconds 100% of the time-if this was a normal bank card I would be much more understanding of the explanation of a bank processor being the culprit but not for even a minute do I believe the problem is on my end (and I have used it subsequent to this situation and it has worked like always perfectly)

  • Good day to you all,

    This is James Matthews the Senior Host from the Treasure Mile Casino. I would like to assist you with your query and will do the necessary follow ups to insure that we get a quick resolution on this.

    Please send an email marked for my attention: James Matthews to support@treasuremile.com with your account email address and a brief description of the query.

    Once received I will respond with the necessary feedback and I am certain we will get a positive resolution for you.

    Kind regards

    James Matthews

    Treasure Mile - Senior Host


  • I appreciate the effort James and tomorrow I will send you all the emails scans and faxes previously sent..  You will have to bear with my while I remain skeptical since I have been dealing with several people at TM all who have said they would get me a quick resolution.  I will try and remain hopeful that you will be able to actually succeed.

    the latest email I received tonite was as follows:

    Thank you for contacting us.

    Finance is currently querying this with the processor. Regrettably they only work Monday to Friday. They will have a detailed response for you on Monday. We sincerely apologize for the delay and inconvenience caused.

    Please feel free to contact us if you have any additional questions or queries as we are available 365 days a year for your convenience.

    Kind regards,

    Sam

  • Dear James,
    All of the information that you need has ben emailed to you (to support) addressed to you.  I look forward to hearing from you very soon.

  • My guess is that the casino saw this as a decline, and if they saw it as a decline.  My guess is that the transaction won't complete.  Now seeing on your using an account now visa card, it can take up to 30 days for that money to show back up.  Personally if I were you, I would get away from the fees of that card and find something a little more cheaper than that card.  If you want to PM me, I can name to you a few of them.  So it could very well be a glitch on the processor end.  Oh either note I'm pretty sure your not going to be happy about the resolution your going to get out of this being the fact your money is now tied up for probably 2 weeks up to 30 days at minimum now.

  • I am extremeely happy with my Account Now Visa (fees and all).  They do not decline any charges made anywhere ever and even since this situation with Treasure Mile happened I have used it 3-4 times at other casinos without any problems.  I have spoke to Account Now Visa and they have it in their system as a completed transaction to the ID code of Treasure Mile.  At this point I care less about ever seeing the $90 again as I do about making sure TM does the right thing. I am not holding my breath.

  • Hi masskat, i just wanted to say i am sorry you are going through this and i totally am on your side, i really really hope this matter gets sroted out as soon as posible for you and you get some form of compensation from this casino for this error, i believe it is not your cards vault either but i do not know that for sure, but i am keeping my fingers crossed for u smiley

    LuckyRJ

  • Thank you LuckyRJ appreciate the support..
    I was hoping their rep from here would have responded back to me by now but all I got when I sent an email per his instructions yesterday morning to his attention was this reply today..and not from him

    Subject: ATTENTION JAMES MATTHEWS

    Dear Kathy,

    Thank you for contacting us.

    Your statement has been forwarded to the finance team who in-turn will check with the processor. The delay has been that the processor does not work weekends, thus we have to wait for Monday.

    Please feel free to contact us if you have any additional questions or queries as we are available 365 days a year for your convenience.

    Kind regards,

    Ronald


    as a side thought..does anyone else think that not having people work on the weekends (in the "finance dept") when they probably have more people playing than on weekdays seems absurd.  Especially since at the end of all their emails they make a statement "we are available  365 days a year for your convenience"....um ok

  • Its absurd masskat indeed but than, nothing more than the fact that banks are not working during weekends, even when everyone go shopping on saturday morning cheesy Well, at least that is how its here in Serbia.

    Hope you get your issue resolved soon masskat. Keep us updated please.

  • I live in Las Vegas Nevada and we do have many banks that are open on the weekends..not sure how it is in the rest of the country and thanks for the support

  • My update 3/19- have not heard back from the rep on here James Matthews (sent him my info on Saturday morning per his request on here and again today) nor have I heard from anyone else from Treasure Mile so still unresolved. sad

  • Hang in there masskat!

    katt

  • Well the only reason why I said what I did, was does it show up as pending still or is it actually settled?  There's two parts to your account now visa.  The top part and the bottom part of your screen.  Top show pending transactions, the bottom shows transactions that are settled.  I'm just trying to offer a little advice since I have a good idea on how prepaid works.  I've had this happen a few times, where a transaction comes through on my end.  This has happened twice at Club World and another time a freespin.  My account was never credited, but 3 weeks later the money feel back into my account.

  • I had the same thing happen to me too cheetah at CW. The glitch was on the casino end and my card was debited for the transaction. I was told it could take several days before it showed up on the casino end but i was lucky because it was in my player's account before the day was over.

    Lips
  • well like I said before I have been in contact with Acct Now Visa and they state (which is how it is showing on my account) that it is  a full completed transaction with of course the ID# for TM.  The part that pisses me off the most is not the $90 but the fact that they have not responded to me numerous emails (other than the acknowledgement that they received them and someone would get back to my within the hour)..and I am not sure why the rep would actually come on this site and offer to help me and then ignore my 3 emails that I sent him..shooting me false hope just to make it seem to others like he is going to be the hero somehow and then disappear..12 emails with all documentation since last  Thursday and not one person had the decency to even lie to me and pretend they were looking at it.  Ugh..and this is for a well documented $90..I can only imagine how they would handle something that was actually difficult to fix.

    thanks katt ..appreciate the thought

  • The fact the rep did come on site is a step in the right direction. And it's only been twos day since he posted. This all rest on the finance department and when he has some answers from them i am sure he will let you know.

    As frustrating as this may be for the long wait i am sure you it will be rectified. This is def a glitch and though rare it does happen. Some where along the way the transaction i got lost and sometimes it can take days before it will show up.

    I know its no consolation considering you paid for a purchase and haven't received the goods but it's a rare fluke. Sit tight because i am sure the rep is waiting for word and his hands are tied until they get back to him.

    Lips

  • I didn't care if it took weeks to clear up as long as someone made it appear that they were working on it..some response to my emails...but I agree.. and I can be patient..and will try to take some of your optimism and rub it on me..:) thank you

  • Here is an update to my situation - emails between me and the TM rep

    Reference number: LTK52605756291X Please use this ticket number in any correspondence with us.
    Subject: Courtesy follow up - Timed out transaction

    Dear Kathy,

    This is a courtesy follow up in regards to your pending transaction query.

    We have received the screen shot from your bank account and the amount of $90 can be seen as Authorization Pending. This means your issuing bank has placed a hold on the funds awaiting authorization. We have been in contact with the Banking Processor responsible to contact your issuing bank and speed things up. The $90 will most likely be credited back to your bank account.

    We are hoping that this will be done over the next few days before the weekend.

    Currently you have a $25 bonus that is available, and 20 Free spins on the video slot game Legends of Greece.

    I trust everything is now in order and I will mark this as resolved. Thank you once again for your patience and understanding in this regard. If you do have any further questions or queries you are welcome to contact us any time.

    Yours sincerely

    James Matthews

    Treasure Mile - Senior Host

    Wednesday, March 21, 2012 1:47 PM
    James,
    I have re-checked my Account Now Visa account.  The $90 that was originally withdrawn on 3/15 has not only not been put back into my account but there is now a $100 debit as well for the same day with the same Treasure Mile ID# on it.  Now I am assuming that other casinos cannot use the same ID# for the same date but would need you to confirm that since I do play on other sites and want to make sure that there are no other casinos using the same transaction description.

    I have attached a screen shot of my AcctNowVisa statement showing both debits to my account from TM.
    Your comment below in your email that I have highlighted says "most likely" I will get my $90 back.  That does not leave me with much confidence and though I know you are going to say you have no control over my Visa account the fact remains that as of today 3/21 I have had $190 now deducted from my Visa account to Treasure Mile and have never received credit for either of these transactions in my TM account (see TM history statement)

    I will wait until this weekend and check my account daily for updates..and again I find it a little off that you so quickly have marked this as "resolved" since it is anything but that...

    Kathy Carlson

  • I love the Genesys group but... really... they deducted money and you have been waiting for them to give it back to you since at least March 15.    Egads.  If your credit card didn't process a payment correctly, your accounts would have been closed in a nano second for chargebacks. 

    The 'most likely' and 'resolved' are not very reassuring statements. 

    On another note:  what ever happened to Anna? 

  • that's funny..I asked the same question..whatever happened to Anna as well (in another thread)..the dumb piece of all of this is I too loved the Genesys group..in the last month alone probably deposited or didn't withdraw thousands of dollars with them and then over a lousy $90 they make me jump thru these hoops..I mean seriously..after 24 hours if they would have just gave me a free $90 to play with they would have had my undying loyalty and love forever..but they give that to new customers as free slot play to get them to come there and with a very loyal player they make it seem like I am trying to get away with something after having made 100% successful deposits in the past and no withdrawals.  Customer service is not their strong suit for sure.

  • Essentially it's pretty much up to Account Now to release the hold on your funds.  Basically they've said there not going to use the money and now it's up to the processor or Account Now to give you the money back.  My guess is the processor isn't going to fax Account Now authorization to release the funds because then more than likely Account Now will ask questions on the nature of there business, and why the hold should be released earlier than the 30 days.  So you'll see your money 30 days from when the transaction failed.  Genesys group has pretty much given you the answer that you were looking for.  Your getting your money back, but now at the hands of Account Now's authorization hold time.  Which is 30 days for holds.

  • I received an email from James Matthews , rep for TM today stating that I should be receiving the $90 back in my AcctNowVisa within a day or two.
    Additionally he told me (which was very surprising news) that the same identification number can be used for other casinos in and out of the genesys group of casinos (which is good to know so I can keep better records than I have been-I always assumed each casino had their own distinct ID# that is shown on my Visa statement).  He also told me that if the $90 was not back in my account soon TM would credit my TM account for the $90 (which was pretty much what I wanted to hear all along).

    Within the hour from receiving this email the $90 was back in my AcctNow Visa and the issue is now resolved on both ends.  I thank James for his help getting this resolved and I thank you all for your support  smiley

  • Glad you got your money masskat smiley

    Im upgrading this topic to resolved.

    cheers
    Zuga

  • Hooray, glad to see this resolved, we can now continue to deposit at Treasure Mile cheesy

  • Oh my god, what a hassle!  People have jobs and other responsibilities to take care of in everyday life.  Who needs this total nonsense from an online asino that isn't even legal.  No way is it worth the trouble.

  • im happy to hear this gl

    LuckyRJ

  • I'm pleased that this is resolved, it really took some doing from your part and I hope you won't have to go through such hassle again.

  • Hi there Masskat,

    Please could you send an email to support@treasuremile.com. I will then be able to identify your Casino account and assist in providing a very fast resolution for you.

    Apologies in the delay to this thus far, as soon as we receive your email you can expect a response back within a few hours.

    Kind regards

    James Matthews

    Genesys Club Senior Host

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