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ComplaintsforTSG Interactive US Services Ltd
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Complaint Details
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Initial Complaint
08/27/2023
- Complaint Type:
- Billing Issues
- Status:
- Unanswered
On 7/31/23, when The Stars Group (STG) Interactive US Services Ltd. d/b/a PokerStars notified customers that its FOX Bet Sportsbook was closing down, I immediately withdrew my balance of $128.54. Later that day, TSG emailed me that my withdrawal had been approved and that I should allow 3 days for processing and another 3-10 business days for payment. When no payment was received by the end of that period, I politely asked TSG for an explanation and status report. Instead of answering my question, TSG's Anti-Fraud Team demanded a screen grab of my bank statement. When I replied that my bank's Anti-Fraud Policy precludes sending bank statements via email and asked again for TSG to simply look into the delay in processing my withdrawal, the company responded only with the same demand for my bank statement before it would answer my questions. I told TSG that this response and demand were unacceptable, especially given that the company's internet security is so lax that it had admitted a major data breach just the previous month. My balance, which was $128.54 at the time of the withdrawal, now reads $0.00. All I am asking for is a simple explanation for what went wrong in the processing of my withdrawal, let alone why TSG is refusing to pay me the $128.54 it owes me and where the money went.
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BBB Rating & Accreditation
This business is not BBB Accredited
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Customer Complaints Summary
4 total complaints in the last 3 years.
2 complaints closed in the last 12 months.