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I have been gambling through this website for the last few months, and up until now haven't had any issues with deposits or withdrawals, going in and out of my AUD bank account. The first time I experienced issues was around one month ago, every time I tried to log on it would come up as 'undergoing maintenance'. Now in the last couple of days it says 'website closed". It is evident now that the company is corrupt. The issue I have is that I have thousands of dollars in pending withdrawals that haven't been paid out and fear that I may never see them again. I have tried to reach out to the company through emails numerous times, with no response. I need your help as to how to get in touch with this company about my payments. I never had issues in the past before now.

Hello Angela,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience. I tried to access the website and I found out that the casino has been closed:

When did you receive your last withdrawal? Do I understand correctly that you only have real money in your balance and no active bonuses?

If there is any relevant communication between you and the casino, please forward it to kristina.s@casino.guru. Alternatively, you can post it here.

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

Best regards,

Kristina

Thanks for your response. I managed to get through to the company. They now operate under the name of Azure Hand. They previously were trading under this name before True Blue Casino. I spoke to a live chat member and expressed my concerns about the delay in receiving my funds, and he kept responding with, they are experiencing delays in their processing team. This is frustrating now as most of the winnings are back to October'21. It doesn't take this long to process a refund. Like they if you are making a deposit it's instant but withdrawals take forever. In the past it has usually taken around one month, now it's going on to 3 months, and I'm concerned I may never see those funds. With Christmas fast approaching, those funds are in much demand now. Thanks for your quick response. I hope you are able to escalate this to the appropriate team.

Oh, I forgot to mention they are not bonuses, it's real money. Many thanks!

Thank you very much Angela for your reply. I will now transfer your complaint to my colleague Viliam 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.

Hello Angela,

I looked at your complaint and will do my best to help you. I would like to invite True Blue Casino into this conversation. Casino, can you please specify what is the problem with the player’s withdrawal?

Greetings all,

I've submitted the case for review with our payouts department, as soon as I have further information I'll post it here. They are usually quite prompt with my requests so we should see some progress in the next few business days.

Best wishes,

Nick and True Blue

Hi team,

Thanks for the update! Have they given you a timeframe of what does the next few business days looks like? I had chat though their 'live chat' system and I kept getting the same response. This has gone on for far too long.

Dear Angela,

we have no other info. We need to wait for Nick's statement.

We would like to ask the True Blue Casino to reply to this complaint. We are extending the timer by 10 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’.

Dear Angela,

I would like to inform you that I've info from the Casino that they are working on it but they need extra time. I'll give them extra 10 days for the investigation.

Thank you for understanding.

Greetings all,

I requested review from the requisite department and was informed that payment was issued on the 17th of December and should have arrived by now. Could you please confirm that the funds arrived Angela?

Best,

Nick and True Blue

Dear Angela,

We are extending the timer by 7 days. Please, be aware that in case you fail to provide the required information in the given time frame, we will reject your complaint.

Unfortunately, we’re forced to reject this case because the player hasn’t responded to our messages and questions. Therefore, we’re not able to proceed with the further investigation or suggest possible solutions.