TrueWin77 Casino - Player’s funds have been confiscated.

So I had deposited money into my wallet and 18 minutes after the casino deposited the funds into my account I was playing and they then took the 50 dollars back out of my account saying I had forfeited the funds due to duplicate account which is wrong as I was playing with money I had deposited and not a bonus they had supplied so when I had messaged asking why they took my money they returned saying funds not received and then I argued staying I had pyshical proof stating they had received the funds and the account was provided by the casino to me to deposit the funds into that account so then they sent a message saying I was using a old deposit slip and they just saying to check bank before making deposit and when I ask where my money is they send a automated message saying check bank before making deposit I can't get my money back can you help me please

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Hello,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with TrueWin77 Casino.

Please allow me to ask you a few questions so I can better understand the situation.

• Could you please advise how long you were a player at the casino and when exactly your account was blocked?
• How did you learn about your account being blocked?
• Is it possible someone with the same IP registered an account in the casino?
• What games did you play? (slots, live games, betting on sports)
• Did you activate any bonuses when playing?
• Could you please share with me your communication with the casino regarding the accusations made against you? Send emails or chat transcripts to my email at tomas@casino.guru, or post screenshots here

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

Best regards,

Tomas

Due to the increased volume of complaints during this time of year, we kindly request your patience while awaiting our responses. We aim to publish each complaint within 72 hours of submission, but reserve up to 7 days to reply to any subsequent comments. Additionally, please be aware that it might take a bit longer for your complaint to be assigned to a resolver, as we are currently managing over 1,000 complaints. Your understanding is greatly appreciated. Wishing you a delightful holiday season, and we will get back to you as soon as possible.

So I have been a member of the casino for over 12 months now and I hadn't known about the block until I was arguing with the support staff over the money they just had stolen of me and I only play the slots I hadn't played or activated any bonuses when the money was taken and I don't know if anyone else has the same IP address I don't have a copy of the transactions where they saying I deposit into the wrong account not there bank just check the bank before making deposits next time like it's my fault

Thanks for your reply

• Could you please share with me your communication with the casino regarding the issue as evidence of the incident? Send emails or chat transcripts to my email at tomas@casino.guru, or post screenshots here

Thanks in advance for your cooperation.

Those are the transcripts between us after they stole my money so please mind the language I was pretty pissed off

Thanks for your patience.

I went over the information you provided.

If you threatened and went through a chargeback of your deposit, we might not be able to assist you further.

Please let me know whether your bank was able to recover the deposited amount.

Thanks in advance for your reply.

No my bank has never received the cashback

Dear Chris8308,

Thank you for your cooperation and for providing all the necessary information. I truly appreciate the time and effort you’ve taken to share everything with us so far.

Your complaint will now move to the next stage of our process and be handled by your dedicated Resolver, Stefan (stefan.m@casino.guru). This is a standard step in our procedure, as the Resolver will take over communication with the casino directly and manage your case from this point onward.

No action is required from you right now. Your Resolver will reach out through this thread if any additional details are needed. You can rest assured that your case is in very capable hands.

I wish you the best of luck and hope your case will be resolved to your satisfaction soon.

Kind regards,

Tomas

Dear Chris8308,

I am sorry to hear about the issue you are experiencing with the casino. I will reach out to the casino on your behalf and do my best to help resolve the matter promptly.

At this point, I would like to invite a representative from TrueWin77 Casino to join this conversation and assist in addressing the complaint.

Dear TrueWin77 Casino,

Could you please provide your comments regarding the situation?

Thank you in advance for your cooperation and for sharing any relevant information.

The situation is I deposited 50 dollars into my wallet then 18 minutes later after truewin processed the money into my account I was playing the slots then the casino deducted the 50 dollars from my account then we I messaged them they told me I had multiple accounts and ii breached there rules in which I argued stating I was breaching any rules

We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.

So have you had a response from the casino about my money yet

I have tried to contact the casino repeatedly but had no success. I’m afraid there is not much that can be achieved without cooperation from its side. I will mark the complaint as "unresolved" in our system. I understand this isn't a satisfactory solution to your issue. However, the decrease in the rating caused by unresolved complaints might help to change the casino's approach. If the casino decides to react, we will reopen the complaint, and you will be notified by email. In the meantime, I recommend you contact the Curacao Gaming Control Board (complaints@cga.cw) and submit a complaint to them. The Gaming Authority has more options and tools to help players. Please let me know if you need help with submitting the complaint or how they responded if you can do it on your own (stefan.m@casino.guru). I am sorry I could not be of more help on this occasion.

Best regards,

Stefan

Casino.Guru