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On the 21st December 2020 I tried to make a withdrawal of $5500 - for more than a month the money just kept bouncing back to my playing account. I contacted LiveChat several times - they promised to make a manual withdrawal for me - and still, many times the money just kept going back to my playing account.

At last on 28th January 2021 they made another manual withdrawal for me for $5500 - ever since I've been waiting and waiting, no money on my bank account. I contacted them today again and was told that $1754 was sent to my bank account on 6th February. I tried to find out - what about the rest? No information whatsoever, no need to talk to a supervisor as he/she will not be able to give me more information.

I did say to them that this casino practice is absolutely NOT acceptable.

Is there any way you can help me to recover my winning?

Thank you

Gabriella

Dear phoenix347,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please allow me to ask you a few questions, so I can understand the whole situation completely. Have you accumulated your winnings with or without an active bonus? If you have redeemed any promotional offer, please specify which one was it. You can forward its name or a specific link when replying.

If there’s any relevant communication, please forward it to petronela.k@casino.guru.

I hope we will be able to help you to resolve your problem as soon as possible. Looking forward to hearing from you.

Best regards,

Petronela

Hi Petronela,

Thank you for your response. I emailed you a screenshot of my transaction history as of today. By the looks now they approved $2500 out of the $5500.

Yes, I did play with bonus - as I always do -. It was a long time ago so don't quite remember but it must have been something like 250% + some FS's. But I don't think it matters as casinos do NOT let you withdraw unless you finished the playthrough portion. So physically their system does NOT let you withdraw more than the WITHDRAWABLE AMOUNT. As it shows on the screenshot I sent you - my whole $5500 was available to withdraw.

Please let me know if you need any further information.

Kind regards

Gabriella

Dear Gabriella,

I'm sorry, but I haven't received anything.

Thank you, Gabriella, I can see it now. I haven't received your email as the correct email address is petronela.k@casino.guru (the last dot is not part of it). However, as you mentioned earlier, it seems that your partial withdrawal has been approved now, is that correct?

I will set the timer for additional 7 days and if there’s no development by Monday, we will intervene. Let’s stay positive and wait for the good news regarding your withdrawal. Thank you in advance for your patience.

Thank you Petrnela, I appreciate your help. Ok, let's see what happens in 7 days. On the other hand - problem is that I have not RECEIVED a cent yet.

Thanks again

Gabriella

I understand, but please let's wait just a little bit longer and I'll check back with you on Monday. Thank you very much, Gabriella.

Thank you Petronela. I received a message from them today that $2500 was sent to my bank account. Tomorrow I'll go to LiveChat again and try to find out what's happening with the rest?

Thank you for your help and I will let you know.

Gabriella

Perfect 🙂

Hello Gabriella,

Have there been any developments since our last conversation?

Hi Petronela,

I do appreciate you following up this with me.

I did receive $1650 last week and when I went to Transaction history - another $2500 and $807 was approved. If I read the ins-and-outs correctly. I have not received those amounts yet but that still leaves $501 in 'limbo'.

At the end of the day it's past 3 MONTHS that I made - or rather tried - my withdrawal and in my view we can say that it's not an acceptable casino practice.

I will let you know if there are further developments.

Thank you again

Gabriella

Alright then, I'll check back with you next Monday.

Thank you Petronela. Just this afternoon I got another voicemail from them saying that $500 was approved - that's the remaining balance. But I haven't received anything apart from the first $1650.

I'll let you know if any further developments.

Thanks again

Gabriella

Thank you, Gabriella.

Hello Gabriella,

Have there been any developments since our last conversation?

Hi Petronela,

Thank you for the follow up.

Last week, on 26th February I received $2458. So here is the current balance.

17.02 - $1650 received

26.02 - $2458 received.

That leaves $1392 still outstanding after more than 2 month. Maybe I'll get it this week - but this practice is still unacceptable from a casino.

Thank you for your help

Gabriella

I fully understand your frustration, Gabriella. However, no other option for us to speed up the process, just to wait again. I'll check back with you next Monday. Have a nice week.

Thank you Petronela. I'll give you an update in a week.

BUT what I don't understand - why are you still giving this casino 7.3/10 rating - when I'm pretty sure I'm not the only one with this unacceptable withdrawal problem??? If they are doing that to me - then for sure other players who are winning experience the same problem.

thank you for your support

Gabriella

We are fully aware of long waiting times for withdrawals that all the casinos in this group share. We pointed out this important fact in our review for True Blue Casino https://casino.guru/True-Blue-Casino-review#tab=js-tab-detail-homepage. However, not only withdrawal time frames have an influence on the casino’s rating. If you wish to learn more about how we review online casinos, please check the following article: https://casino.guru/our-casino-reviews. I hope it’ll help to comprehend the whole process. Thank you very much for your understanding. 

Thank you Petronella, believe me, I'm a very compassionate person and one who always fights for a 'fair game'. And that's all I'm looking for with a casino. I give them my money, quite a bit - BUT I expect them to honour that agreement that if I happen to win , I get my winning.

Thank you for your help

Gabriella

Fully understood and trust me, I agree with you that waiting for winnings for more than two/three weeks, in general, is not ideal. However, even with delays, casinos from this group always send money to their players. I'll be back next Monday.

Thank you Petronella. I do appreciate what you are doing and I will keep you informed if any money comes through this week.

But still, I just don't understand why does your company have to give these casinos such high ratings when apparently it's how they do their business - by letting players argue and wait for several weeks/months. I'm sure you know that - thank God - there are other casinos out there for us who would pay IN TWO DAYS. Shall I give you the names?

Just from my point of view your company could 'encourage' the 'bad paying' casinos to do better by NOT giving them such high - and not earned - rating.

Thank you again

Gabriella

If we could, we would. Unfortunately, we have no power over this.

Hello Gabriella,

Have there been any developments since our last conversation?

Hello Petronela,

Unfortunately no developments.

Last week on LiveChat I was told that $487 (?) was sent on 22nd February. I haven't received it. And all up I'm still owed $1392.

Thank you for asking

Gabriella

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

Thank you Petronela. So do you think that William will be able to help me to get my winnings?

Hello Gabriella,

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 remaining withdrawal?

Hi William,

I'm the player and the problem is that I've been waiting for my winning for over 2 months.

Thank you

Gabriella

Hi William,

The matter is closed as I received another $465.50 today leaving $926.50 still owing to me.

I contacted LiveChat just now inquiring about this figure. I was told that this was part of my original deposit with a bonus - so as far as they are concerned - nothing else is owed to me.

I made peace with this decision and I do know that this is how their system works - BUT that doesn't mean that it is a fair/legal (?) system. When you make a deposit with a bonus, obviously you have tremendous playthrough BEFORE you can make a withdrawal - which is fine. So now, the system says WITHDRAWABLE balance - you make the withdrawal - and then they AGAIN account for the bonus portion of your original deposit and deduct it from your withdawal figure. And that's the part that's NOT OK.

I would appreciate your thoughts on this.

Thank you

Gabriella

Dear Gabriela,

it's absolutely ok because the bonus is sticky - which means non-withdrawable. It serves for fun purposes only.

Regarding your case, you've mentioned that the matter is closed - can I consider this case as resolved or you want to withdraw remaining $926.50?

Hi William,

Thank you for your response. As I mentioned in my previous email I cannot withdraw the remaining $926.50 as they are saying it was a bonus.

So you can close the case.

Thank you

Gabriella

Dear Gabriella,

Thank you for using the Casino Guru complaint resolution center. We are glad to hear that your issue got resolved. We will now mark it as 'resolved' in our system. 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, but I hope you won’t come across a problem like this again.

Best regards,

Viliam Casino.Guru