True Blue Casino - プレイヤーが撤退の問題を経験しています。

My total wd was $1000. I checked and it showed that I could wd $1000 all cash and non of it was a non cash bonus. For some reason they separated the amounts to $892 and $108 and both showed approved wd on my account. after 3 weeks they paid the $892 after me harassing them but are saying now that the $108 was a non cash wd and are not paying. If that is the case the $108 should have shown back up in my playing account but it hasn't. Although I would prefer the cash as I am done playing on this site.

I wish I had found your site before I started playing.

Cheers

Claire

Hello Claire,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience. Do I understand correctly that you didn’t play with any bonuses?

Would you be so kind and send me all the relevant communication between you and the casino, so we can gather as much information as possible? My email address is kristina.s@casino.guru.

I hope, we will help you to resolve this issue as soon as possible. Looking forward to hearing from you.

Best regards,

Kristina

Thank you very much for your email, Claire. As the support agent mentioned in the email, this casino has non-cashable bonuses and the bonus amount is deducted upon withdrawal. Could you please advise whether you received a bonus in the amount of $108?

No I didnt

I didn't receive the funds as either the withdraw as bonus $$$ to play with.

Either way I am really disappointed. I suppose its all in the fine print but you are really held to ransom as you can't argue

Thank you very much Claire for your reply. I will now transfer your complaint to my colleague Nick who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction soon.

I would like to ask True Blue Casino to join us and help us resolve the player's issue.

Greetings all,

Unless otherwise specified all deposit bonus amounts are "non-cashable" Claire. When you use a deposit coupon with your deposit the casino gives you a heap of additional cash to play and win with. If you lose that cash then it's gone, we never say a thing about it, but if you win on it we ask for that cash back before we pay you.

In the rules it refers to the deposit coupon amounts being "non-cashable" and that's just what it means, the amount is removed on approval and the rest belongs to you.

I hope that clarifies things a bit.

Best wishes,

Nick and True Blue

Dear Claire,

Could you please specify what bonus did you use? How much did you deposit and what % bonus was it.

To make it more clear, we call these bonuses sticky bonus, which means that the initial bonus you receive during your deposit will be deducted from your balance during withdrawal.

For example:

You deposit 20$ with 100% bonus, so your bonus money will be 20$. In case you finish the wagering and your winning balance is 100$, the 20$ bonus money will be deducted from you during the withdrawal, so the final balance you receive on your bank account is 80$.

Please let us know if we can help you in any other way.

Dear Claire,

We haven't hear from you in a while. Please note, if we won't get any answer within the next 7 days, the complaint will be rejected.

Hi Nick

I couldn't tell you what bonus I used as I had been playing for a while. I won then lost, won then lost again and then decided to cashout before I lost all my winnings. All I remember is it clearly showing I could withdraw the total $1000 clear. If they were going to keep the bonus cash I would presume that it would flag some sort of notice before you finalised the withdrawal so you knew exactly what you were receiving in your account. It informs you of the fees incurred, it should inform you of what part of your withdrawal has to be paid back from bonuses. Thanks for your help

Unfortunately, this process of reducting money happens after you request for the withdrawal. I'm not sure any of the casino's have already implanted this kind of system which would automaticaly deduct the bonus money before withdrawal. All I can recommend for the future is to be aware and read all their terms so nothing can surprice you. Is there anything else I can assist you with regarding this case?

No

Thanks for your time

The complaint will now be closed. Please do not hesitate to contact us if you will come across any trouble in the future, we will gladly try to help you.

Best regards,

Nick

Casino.guru