Spin Oasis Casino - Player’s withdrawal has been delayed.

I've got a pending withdrawal with the gogoroom, previously azurehand previously true blue, from 15th July and it hasn't progressed at all. I've had this issue before when it was azurehand ba k in September last year. I've had 1 successful withdrawal since being promoted to the "vip" the gogoroom but that was only like $100. After numerous emails, some of which have been completely ignored and countless conversations over live chat I see no end in sight. They just say the same generic reply. Can you please help me???

Dear Smurfin123,

Thank you very much for submitting your complaint. I’m sorry to hear about your delayed withdrawal. Could you please advise if you have accumulated your winnings with or without an active bonus? Have you received any payments from this VIP casino longe in the past?

It’s quite usual for withdrawals to take a couple of days or even weeks to get fully processed, but a month and a half is really a long time.

Nevertheless, 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

It was using a bonus which I wagered fair and square. I've been with this casino for over 12 months so I know the ins and outs of all the T's and Cs. I've been careful not to redeem ANY free chips or freebies that they keep throwing at me cos if I do my winnings will become void.

I've had this problem with them last september-ish when they were Azurehand. That time I waited around 8 weeks for about 6 or $700... I had a successful withdrawal this year, as the gogoroom, in May for a little over $100. That was all done and dusted in a little over a week.

I'm pretty sure it's the same mob as Raging Bull who then put you into the Carnival room as VIP status. I have only just this last week received a pay out that I requested on the 5th of July. So it looks like this issue is far too common and frankly unacceptable.

If they don't wanna pay they take so long in hopes you either give up chasing it or just play it back through until there's nothing left.

I'll include a screenshot of the "pending" withdrawal.

Thank you very much, Smurfin123, for providing all the necessary information. I will now transfer your complaint to my colleague Michal (michal.k@casino.guru) 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.  

Thankyou.

Hello Smurfin123

I'm Michal and I have taken over your complaint. I have reviewed your case and will contact the casino to see if I can help.

We would like to invite The Gogo Room (True Blue Casino) to join the conversation.

Dear The Gogo Room (True Blue Casino)

Can you please provide some information regarding the player's withdrawal?

Greetings all,

I am just confirming the Gogo Room is not associated with True Blue or it's sister casinos. In this situation there is nothing I can do to assist unfortunately.

Best wishes,

Nick and True Blue

Its interesting you claim that Nick because i was on live chat in the gogoroom 3 days ago and the guy I spoke to said True blue, azurehand, spin oasis and gogoroom were all the same casino, just different rooms.

Add to the fact there's another bloke on the forum on this site that wrote that he also joined true blue which turned into azurehand and now gogoroom and he also has been waiting over 7 weeks for his cash out request to be processed.

Sorry mate burt I reckon you're full of s%@t.

Hello Smurfin123

Can you please provide any proof (email, livechat transcript, screen shot's etc.) that The Gogo Room is really linked to True Blue casino? You can either upload them in here or send them to my email michal.k@casino.guru

Geez mate that's a hard one... I'll go back thru my emails to when it went from True Blue to azurehand.... hopefully there'll be something there.

Ok so I have the date I joined True Blue along with deposit email with account name MALIBU CLUB. So I've gone thru my bank transactions and matched up deposit dates etc. Interestingly the same account name MALIBU CLUB and it's corresponding account number is exactly the same with all Mastercard deposits I've made with True Blue, Azurehand and Gogoroom. Exact same account for all 3 casinos.

I'm not sure how to catalogue and send you proof without a billion screenshots but I'll do my best.

TRUE BLUE:

I signed up 28/7/21 and made my first deposit the same day. Here are screenshots of email for joining TRUE blue, my first deposit confirmation and copy of the bank transaction with details.

I also made deposits using ezeewallet. The first of which was on 5/8/211. I don't have the confirmation email but do have one from my last ezeewallet deposit to true blue on 21/8/21.

I had 8 deposits to True Blue using my Mastercard from 28/7/21 - 26/8/21. All transactions to the same account number at MALIBU CLUB.

My username has remained the same with all 3 casinos you may have noticed....

First deposit with Azurehand was 9/9/21 to exact same account as with TRUE Blue. Last deposit 26/05/22.

I had opened True Blue with my hotmail email address and on 13/05/22 I was asked to change my email to Gmail as Hotmail was blocking mail to me from the casino. I did as was asked.

My last email from Azurehand was 29/05/22.

4/6/22 I began getting mail from Gogoroom instead of Azurehand. Then on 10/6/22 I was promoted to "VIP" level in gogoroom.... yay..... My first deposit with my Mastercard was 9/6/22 and surprise surprise it's the same account used for True Blue and Azurehand. I only made 1 deposit this way as I was losing confidence at this casino at this point and started mostly using neosurf and litecoin. But here is the proof of malibu club account still in use.

So hopefully that is enough to show that True Blue does indeed have ALOT to do with The Gogoroom.

Cheers, I'm off to bed.

Thank you Smurfin123 for providing this evidence, but did you receive any email from True Blue casino that True Blue will be renamed to Azurehand and then from Azurehand to The Gogoroom? Or how did you end up being in The Gogoroom? Did you receive any invitation to join The Gogoroom from True Blue or was your gaming account "MALIBU CLUB" automatically transferred to The Gogoroom?

It was all automatic. When I logged into true blue it took me to azurehand and when I questioned about it they said past links to true blue will no longer work as I've been given VIP status. I said I'd rather stay with true blue but they said it's not an option. Same thing when I was moved to Gogoroom, I had no choice in the matter.

Like I said in an earlier message I got moved to Azurehand after having a successful withdrawal from true blue.

Hello Smurfin123

Just to let you know, we are looking into it further. Can you pass me the gogo room support email address you have contacted them? I couldn't find any valid contact of them. My email is michal.k@casino.guru

Thank you Smurfin123. I have contacted the casino at those email addresses you've provided, so let's hope we can get this complaint sorted for you. I will leave the timer on me for now until I get a reply from the casino 

Ok, thanks Michal. I appreciate all your doing mate.

Hey all,

In spite of appearances I really am here to help, if there were any assistance I could render this dialogue would be quite different.

I can only testify to the fact that even at the highest executive level internally there is no knowledge of Gogo room as an entity and True Blue/Azure Hand are both officially closed in every respect.

I wish you the best Smurfin123 and hope you and casino.guru manage to resolve your issue.

Sincerely,

Nick and True Blue

Thanks Michal, hopefully you will have more luck than me! Fingers crossed 🤞

I can see the transaction on my casino account but no sign of funds as yet.

Hello Smurfin123

The Casino representative informed me that the transaction has come through and you should have the funds in your wallet. Can you confirm this?

Yes the funds have finally landed in my BTC account. Thankyou very much for your help.

Great news, Smurfin123. As the complainant confirmed that the funds were successfully received, we consider this complaint to have been successfully resolved. We will now close it as "resolved" in our system. I would like to thank both parties for their cooperation and please do not hesitate to contact us if you encounter any problems with this or any other casino in the future.

We are here to help you.

Best regards,

Michal