True Blue Casino - Player account was closed and all winnings confiscated.

After lodging a withdrawal request for the $9500 i won and waiting 15 days for the approval process and that process being approved and waiting for the funds to be paid out I just received an email saying they have revoked and closed my account access.

$9500 not paid after confirmation and approval of payout. 

Hello Jade.

We are very sorry to hear about your troubles. Thank you for your emails. Could you please tell us which bonus you took? I will ask Nick from the casino to explain the situation.

Thanks.

I can't remember the bonus code I used, it was a Christmas promotion one I hadn't used before. And I'm unable to log in to find out sorry, as they have taken my login access away from me.

 I had confirmed with the consultant when I did the withdrawals, that I had played through all required palythrough requirements and more. 

So I knew how much I could withdraw I asked for the payout figure minus and play through requirements and then lodged the withdrawal requests. 

I Was told they were all approved, that I also have evidence of if you need, and the money was being transfered after I provided all documents, ID verification and bank details.

After all withdrawal requests being approved, and payment due to paid into my account, I received the email saying for no reason my account access had been revoked and haven't been able to log in since and haven't received any of my winnings. 

Hello Jade.

One more time we are sorry for your bad experience. Let's wait for Nick, and he will check your case and probably tell us the reason why this happened.

Ok thank you 

Greetings Matej, Jade,

Digging in deep on this one and from the looks of things we have a case of poor communication. Our security team takes threats to the casino very seriously, they took some of the things you said in chat very poorly and closed your account in our system full stop. I reviewed the communications, spoke to our security team, and I've smoothed the feathers a bit. Your account is reactivated and we should be able to sort it out from here between you, myself, and your VIP host who will be in tomorrow. I'll make him aware of the situation.

I've gone ahead and sent you an email from the True Blue VIP email account. Hit reply on that, it'll come right back to me and we can get things rolling for you. 

The player verification process can be difficult but it is necessary, we need to know for certain who you are for your own protection. Can we live without it? Unfortunately no. Could there be more clarity and communication? Certainly, and we're working on it. In the meantime just bear with us and in this case me in particular. I'll hold your hand and hopefully we can get the situation sorted.

So, reply to the email I've sent to your hotmail account and let's get this show on the road!

Best wishes,

Nick and True Blue

Hi Nick,

I'm honestly shocked you are sending me this message and willing to help me after what I have experienced with true blue and not receiving any of my winnings and being shut out of my account. However, I'm very impressed that you are taking responsibility for your team's treatment towards me and greatful your going to help me, this sounds promising that you have identified i should have rightfully been  paid my winnings. So thank you Nick, your help and work ethic is greatly appreciated. I will check my email immediently and do as you request, not a problem. And thank you, you have restored some hope in me towards the staff and intentions of the casino to deliver on doing the right thing and paying me my winnings finally. However after what I've had to experience and what this situation has cost me, financially and emotionally, I'm hopefull but not convinced I'll get paid my winnings until I'm actually paid my winnings. 

Nick,

I have seen and replied to your email with what you have requested. 

I look forward to true blue rectifying the mistake and conducting honestly to ensure my approved winnings are paid to me.

If you need anything else, please let me know.

Hopefully there is good intentions and reputable dealings in this process. 

I will keep complaint open until Jade confirms that withdrawal was successful.

Hey Jade!

Got your reply email, we're on the road now baby. Looks like your ID is expired as well but I'll follow up with you personally and we can let these fine casino.guru get on with their day(s) for now. 

Best,

Nick and True Blue

I've been asked to send another ID so I've sent my passport as my licence has now expired and they have requested another bank account to wire to because apparently they are having issues with transferring to commonwealth accounts.

I'll keep you updated. Thanks Matej

Hey Jade,

Not finding the new ID, just the previous passport you sent with the big blue thing blocking some of the details at the bottom. If you could please get that back to me personally by hitting reply to my email I'd appreciate it. If it goes anywhere else I have to search for it, much better my inbox where I can escalate it to the proper department for you.

Thanks,

Nick and True Blue   

I have sent it to you Nick, thank you 

Matej,

I've sent the updated ID and a different bank account because they couldn't wire funds to a commonwealth bank account. 

Nick,

Can you confirm you now have what you require to wire funds please? Thank you 

Hey Jade!

Just emailed you, managed to get not one but two payments combined and sent out to our 3rd party for you... Thanks again for your patience, in a perfect world such situations wouldn't occur in the first place. In the real world where sometimes it does I'm glad I could be there to help.

Best,

Nick and True Blue 

Ok thanks Nick, your help in getting this rectified for me is appreciated. And the other transfer requests are they still going through the same process? 

I will update when I have received the payments and keep you updated casino guru. 

I have emailed you Nick as I emailed 4 days ago and still haven't got a reply. I'm still waiting on money to be paid to me?

Can you reply and get this sorted please after everything this doesn't look good for you guys and is dissapointing. 

Hey Jade!

It's all been paid out, I saw to that. That last bit went out on the 25th of January, hopefully you're already spending it by now. :)

Let us know! 

Best,

Nick and True Blue

Yes I got it thanks Nick! Really appreciate your help.

Thank you casino guru for helping with this process and resolving the issue I appreciate your help beyond words. 

Happy to hear that your withdrawal was successful Jade and thanks to Nick for helping us.

I am closing the complaint now.