True Blue Casino - プレイヤーの撤退が遅れています。

The casino offered a halloween bonus 'no wagering requirements, no cashout restrictions'. I attempted to withdraw my winnings having provided my legal requirements. I didn't hear anything for a few days and noticed the status of the withdrawal had disappeared from my account. I went to the online chat help 3 times ober the next 10 days and was given the same information, that I would receive an email when the payout is processed. I told them of the status change to the withdrawal of my account, to which they advised me that was normal. Their payout information attests to the withdrawal being completed between 5-13 business days. This was also confirmed by the chat operators. It has now been 4 weeks, 3 chat sessions and i have sent 3 emails to their 'help' address. I habe received no reply,nor can I access my account any longer.

Dear Larin62,

Thank you very much for submitting your complaint. I’m sorry to hear about your delayed withdrawal. Do I understand correctly that you have accumulated your winnings from a No Deposit bonus purely?

I have checked the general bonus terms and conditions and this is what I found (here):

"Unless otherwise stated, the maximum withdrawal amount from any No Deposit Bonus is (1) time the face value of the bonus, with a minimum of ($) All free chips valued below ($)50 will come with a cash-out limit of no more than, nor less than, ($)100."

Was your withdrawal of $600 approved?

Could you please forward any supporting evidence to petronela.k@casino.guru?

I hope we will be able to help you to resolve this issue as soon as possible. Thank you in advance for your reply.

Best regards,

Petronela

Hello

I deposited money. It was a 'no wagering' bonus. My withdrawal was approved according to the chats, however I never received the money or the confirmation email.

I am unsure of the descriptor they use on the receipt for deposit, if I knew then I could share with you the deposit information.

I note that there are many reviews advising of this exact same issue. It appears to be a habitual practice of this casino.

Thankyou for your assistance.

Lou A***

Could you please advise if you have deposited funds into your account prior to redeeming the bonus, or afterwards only to verify your payment method? Please forward your deposit and bonus history to petronela.k@casino.guru. Thank you very much in advance.

Hi,

I'm a little confused by your request.

I deposited to receive the bonus, which was successful. There was a no wagering limit, no maximun withdrawal limit attached to this bonus.

As i mentioned in my previous reply, if I knew what their descriptor was on my bank statement, i could forward you copies, but I don't know what it is. Therefore i cannot decipher which is the deposit to True Blue casino as i play with a few different ones.

Thank you very much, Larin62, for your reply. I do apologize, the entire time I thought that we are talking about a No Deposit bonus based on your very first sentence in this thread.

I will now transfer your complaint to my colleague Branislav who will be at your assistance. I wish you best of luck and hope to see your problem being resolved to your satisfaction in the near future.

Hello Larin62,

I am sorry to hear that your withdrawal has been delayed. I will contact the casino and try my best to resolve the issue as soon as possible.

Now I would like to invite True Blue Casino representative to join this conversation and participate in the resolution of this complaint.

Dear True Blue Casino, could you please state the reason why the player's withdrawal has not yet been processed and when can she expect the payment?

Thank you in advance for providing the information.

Thankyou kindly. It is not professional or ethical for this casino not to follow through with their customer payouts.

Greetings all,

Apologies for the lag in response, they force me to take time off sometimes if I won't do it myself. 🙂

But I am having your case reviewed Larin62, hopefully I have some information for you shortly.

Best wishes,

Nick and True Blue

Hello Nick,

I would appreciate it a lot if you could keep us updated and let us know when any news is available or the payment is sent to the player.

Thank you for your reply and we are looking forward to hearing from you.

Hey all,

Payment was issued on the 9th of December, as a general rule it can take up to 10 business days from the time it is paid out by the casino to our 3rd party payment providers until it arrives in your bank account. But shouldn't be long now.

Let us know when it comes in!

Best wishes,

Nick and True Blue

Dear Larin62,

At this point, it should only be a matter of time before the payment reaches you.

I will keep this complaint open until your confirmation regarding successful withdrawal.

Please let us know as soon as you receive the payment.

Thankyou very much. I will keep you informed. I'm very grateful for your help.

Dear Larin62,

I will keep this complaint open until your confirmation regarding successful withdrawal.

Please let us know as soon as you receive the payment.

I'm still waiting for my payout. Not yet received.

I'm not sure why I keep being given 1 day to reply, so just to update you, I still have not received my payout.

Hello Larin62,

Until a standard time elapses, we keep the timer set as it was originally set unless there is any essential information for the case. Therefore, it is sufficient to provide us with the information on the last day of the timer, unless you have other information than the same one.

Dear Nick and True Blue Casino,

The time frame for receiving payment has elapsed a few days ago. Could you please provide us with an update on why the player's withdrawal has not yet been fully processed?

Thank you very much in advance for providing the information.

Thankyou Casino Guru. I look forward to their answer.

Greetings all,

Apologies once again for the delay in response on my end, it's been a long and eventful holiday season. Luckily (in theory) we are now back to business as usual.

I have just received confirmation that payment was released to our 3rd party payment providers as stated on the 9th of December. It should have arrived by now, my deputy manager Anabelle has reached out to you via email Larin62 to get bank statements confirming the bank account information and that it has not arrived on your end. Please cooperate with her and once we have relevant supporting documentation I can bring the issue to the requisite department and if necessary attempt to have payment re-issued for you.

Best wishes,

Nick and True Blue

I have not received an email from True Blue. I am more than willing to cooperate with Anabelle and request she resend the email. No money has arrived in my account. Neither my email nor my account has changed so it is rather odd that neither has been received on my end.

I have just checked my junk mail and there is an email from Anabelle asking for a copy of my bank statement. This is not ok. I request True Blue to provide a receipt number and proof of the deposit into my account. From memory I believe the payout was to bitcoin not the bank, however I am unsure of this because I am unable to access True Blue since they closed my account after requesting a payout. I also have several bank accounts and will NOT be providing my personal statements to True Blue. You provide me the account no and bsb where you paid the money into and I will provide the document to Casino Guru but NOT to True Blue.

Also please note that the email from True Blue was only sent yesterday.

Dear Larin62,

It would be appreciated a lot if you could provide the required data to Anabelle, who represents True Blue casino.

There are also other options available - to send requested documents to us (using my email address branislav.b@casino.guru) or to upload them directly here, with your response (not visible to the public).

However, for moving forward in the matter, from our experiences I recommend you to follow Anabelle's instructions and cooperate with her. In any above-mentioned case, the documents will be sent to the casino or Anabelle for investigation.

We will keep this complaint open until your confirmation regarding successful withdrawal or update. Please keep us updated and let us know about any development.

If i have been paid out, there must be a record of the account it was paid into. As I stated previously, I have several bank accounts and I am unsure of the account True Blue has on file. Pls ask Annabel to supply the BSB or the last 4 digits of my bank account so that I can provide the correct statement.

Dear Larin62,

If I noticed it correctly from the conversation above, you are already in contact with Nick's Deputy Manager.

All your requests that should be forwarded to Anabelle, you can provide directly to her, via email.

Please keep us updated and let us know about any development after consultation with Anabelle.

Thank you in advance for your patience and cooperation and I am looking forward to seeing your situation resolved soon.

So you are not helping me anymore?

Please note i have sent Anabelle W***** 2 emails and have had NO reply

Dear Larin62,

We are always here to help you, but your cooperation is necessary for resolving your issue.

As this is a standard process characteristic of this group of casinos, your cooperation also involves consulting a casino representative, even if it is outside this thread.

I also recommend checking all the folders in your email inbox, e.g. SPAM.

Please, let's stay positive and provide Anabelle more time for her reply.

Thank you for your helpfulness and patience.

I have checked my span and have not received an email from either nick or anabel w*****

Hello, Larin62,

We recommend checking all your email inbox folders, not only the SPAM file.

Dear Nick and True Blue Casino,

It could be just a little misunderstanding and be probably the key information for moving forward. With these payment method details, the player can check the right payment method/bank account transaction history and confirm or exclude the option she has not received the payment.

Could you please provide us with payment details that were used for processing the player's withdrawal?

Do you seriously think I would not check my inbox first? Yes, I have checked all my inboxes, my spam, my junk, my deleted etc etc etc. There is no reply from the 2 emails I have sent to Annabel W*****.

Hey all,

Apologies for the delay. We have requested and are still waiting on details from the requisite department.

Best,

Nick and True Blue

Yep. Sure you are.

Dear Nick and True Blue,

Please, provide us with an update on the player's issue investigation once you get a reply.

We are looking forward to hearing from you soon.

Greetings Larin62,

Please understand that in order resolve these issues I am required to work in conjunction with several peripheral departments and sometimes it requires patience while waiting for them to provide the requested information. I can only say that my resolution rate is virtually unassailable. If there are funds that are due that have not been delivered then presented with the proper documentation we will get you paid. Period. Until I have been provided with the necessary information I can only ask you to be patient. Thank you for understanding.

Best wishes and I genuinely look forward to a positive outcome,

Nick and True Blue

As i said to you Nick, I have several bank accounts and as soon as you confirm which one you allegedly paid the money into I will provide the necessary documentation. Please provide me with the bsb code or the last 4 digits of the bank account number to enable me to do so and put an end to this.

Also Nick, regarding your request for patience, I have been more than patient. I have been waiting for my $600 for over 2 months.

Dear Larin62,

Is there any progress in communication with Anabelle, please? Due to the fact, your casino account is fully verified and the casino had confirmed you are the owner of the account, Anabelle could be able to provide you with this information.

No. I did not receive a reply to either email I sent to Annabel W*****.

Dear Nick,

Could you please provide us with the information on what payment parameters were used for the player's withdrawal? She would like to check her transaction history a lot and be helpful with resolving her issue, but she does not have the necessary data for verifying the payment. According to the information you shared with us above, her account should be fully verified and the payment was issued on the 9th of December.

In case you prefer not to send the information directly in this thread because of your security policy, could you please ask your Deputy Manager to send these data to Larin62 via email as soon as possible?

Thankyou Branislav, I hope this will be successful. 😉

Greetings Larin62,

Apologies for the delay however after detailed review they did indeed find an issue with payment delivery and are ready to reissue payment via Bitcoin. If you could please respond to the email from Anabelle from yesterday confirming your Bitcoin address I'll see if we can't (finally) get things moving for you.

Best wishes,

Nick and True Blue

Dear Larin62,

It seems the issue resolving could move forward.

Can you please confirm that you have got the mentioned email from Anabelle? Do you have any news regarding your payout?

We are looking forward to hearing from you soon.

I have sent Annabel my bitcoin address as she requested. Lets hope i receive my winnings.

Dear Larin62,

What great news! At this point, I sincerely hope that it should only be a matter of time before the payment reaches you. I will keep this complaint open until your confirmation regarding successful withdrawal.

Please let us know as soon as you receive the payment.

Thank you for your assistance. You are correct it is a matter of time. I have been waiting since end October 2021, so I don't know how much more time they need. This is like pulling teeth! Just to get them to do the right thing.

Update - I submitted my bitcoin address to Annabel W***** on 4th Feb as she requested. I have still not received a reply or payment.

Greetings all,

I am sorry to hear about another delay, Larin62.

Dear Nick and True Blue Casino,

Could you please provide us with an update on the player's payment status?

Thank you.

Greetings all,

I received your Bitcoin details and had your account updated and have now been informed that payment will be issued on your behalf shortly (if it has not already) Larin62.

Let us know when it arrives!

Best wishes,

Nick and True Blue

I've checked my account and have not received a $600 deposit of my winnings at this stage. I will keep you posted if or when it arrives.

Greetings Larin62,

Bonus funds from deposit coupons are non-cashable and removed on approval of the requested payout, the total amount after bonus removal ($248.50) & Bitcoin service fee ($25) is $327.

Best wishes,

Nick and True Blue

Dear Larin62,

Unfortunately, the bonuses offered by True Blue Casino are/were "sticky" bonuses and cannot be cashed out. Usually, their amount is deducted from the player's balance upon requesting a withdrawal.

Could you please confirm that the bonus amount was $248.50 as Nick stated and you already received the payment of $327 ($326,50)?

I dispute this. I read through the terms and conditions for both the Casino, and the particular Bonus I used. There was NO 'sticky' mentioned. There was NO wagering requirement and there was NO maximum cashout. Nick is just trying to short change me and not pay what I'm owed.

I am afraid there is nothing more to dispute in this case, Larin.

Was the bonus offered exclusively to you via email or another communicator/social media? Can you please provide me with the special terms for the mentioned promotion?

Please note it does not mean the bonus is not 'sticky' if the casino has not visible this word in their Terms and Conditions. The casinos usually have it written in another way.

Although the casino is already closed and its Terms and Conditions cannot be found, it is a common rule characteristic for this group of casinos. I checked it in our system and I found that True Blue Casino's bonuses were 'sticky'. Our team check all casinos' Terms and Conditions, therefore I ensure you if we marked it as 'sticky', the casino had it in their terms written.

I am extending the timer for a few days and I will wait until your next response, but I think there is nothing we can do more in this case.

They are just criminals. I'm lucky that I got some of my winnings anyway. Thanks for your help. I'm glad they've closed down. They should all be thrown in jail.

I am sorry that the complaint was not resolved according to your expectations. However, thank you very much, Larin62, for providing the information, your quick responses and for using the Casino Guru complaint resolution centre. I am very glad you have received the funds.

As the issue has been successfully resolved, we will now mark your complaint as 'resolved' in our system. Although I sincerely hope it will not happen, please do not hesitate to contact us in the future if you run into any issues with this or any other casino. We are here to help.

Thank you, Nick and True Blue Casino, for your cooperation.

Best regards,

Branislav, Casino.guru