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

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)

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
 

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.

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

LuckyRJ

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 Well, at least that is how its here in Serbia.

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

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.