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Hello everyone,

I have €2,377 at the casino in a Trueplay Hoard-to-Earn feature. They won't let me withdraw it and say I can only withdraw my money if I have a high activity level. That's unfair; I should be able to withdraw my money at any time.

Hallo zusammen,

Ich habe 2377€ auf dem Casino in einem Hol-2-Earn Feature von Trueplay. Sie lassen mich das nicht auszahlen und sagen ich kann mein geld erst auszahlen wenn ich eine hohe Aktivität aufweise. Das ist unfair ich sollte mein Geld jederzeit abheben können.

Dear Themaninblack,

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.

• Do I understand correctly that this is some type of bonus money?
• Have you tried contacting the casino regarding this issue? Could you please forward all the relevant communication between you and the casino to [email protected]? Alternatively, you can post it here.

Thank you very much in advance for your reply.

Best regards,

Kristina

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The only legitimate way we will contact you is through this official complaint platform or via the email addresses provided in your complaint thread.

Stay cautious and contact us directly if you have any doubts.

Hello Kristina,

It's essentially a special game where you deposit money and earn interest. This is the provider of the feature: https://docs.trueplay.io/features/hold-to-earn

The casino advertised a small rakeback, which helped me build up a balance. Once you have a balance, you can withdraw it at any time. They recently took that option away from me.

They say it's not permanent. But I don't think it's right to blackmail me into gambling again. It's my money trapped there. Three weeks ago, I could have withdrawn it to my bank account.

Hallo Kristina,

Es ist quasi ein Sonderspiel, bei dem man Geld einzahlt und Zinsen darauf erhält. Das ist der Anbieter des Features: https://docs.trueplay.io/features/hold-to-earn

Das Casino hat mit einem kleinem Rakeback geworben wodurch ich mir ein Guthaben dort aufgebaut hatte. Wenn man dort ein Guthaben hat hat man jederzeit die Möglichkeit, es auszuzahlen. Sie haben mir die Möglichkeit letztens genommen.

Sie sagen, es sei nicht dauerhaft. Aber ich finde es nicht in Ordnung mich zu erpressen wieder mehr zu spielen. Es ist mein Geld das dort gefangen ist. Vor 3 Wochen hätte ich es noch auf mein Bankkonto auszahlen können.

Thank you for your reply, Themaninblack. After reviewing your explanation and going through the casino’s terms and conditions, I now have a clearer understanding of the situation.

Unfortunately, I don’t have good news. As this issue concerns the casino’s loyalty program, I’m afraid we’re unable to provide further assistance. It’s important to keep in mind that participation in loyalty programs and the benefits they offer are entirely at the discretion of the casino. They are not obligated to provide such rewards and may choose to limit or exclude individual players without prior notice.

While we understand how disappointing and frustrating such changes can be—especially when they affect your overall experience—we must respect the casino’s right to manage their loyalty offerings as they see fit.

Since we can offer no further recourse in this situation, the complaint will be closed. Thank you for your understanding. I am sorry we could not be of more help on this occasion. Please do not hesitate to contact us if you run into issues with any online casino in the future.