True Blue Casino - Player is not satisfied with casino services.

Gday,I've been playing True Blue for a while now,depositing quite often and the amount is getting up there. I finally had a win a submitted a withdrawal request, i filled out all the information, my identification was verified. It claims on their site 7 days to process then how ever many days to hit your bank account, well I've been waiting now 16 business days and nothing,when i chat to their customer service they fill me full of crap. Im done with this mob

Dear Mywifekylie,

Thank you for submitting your complaint. I’m sorry to hear about your bad experience. Which method to withdraw your winnings you have opted for?

What is the status of your withdrawal, please – is it pending or processed?

Please, forward any relevant communication between you and the casino to kristina.s@casino.guru.

Additionally, I would like to point out, that True Blue is one of the casinos which has long waiting payout times. You can read more about it in our review about this casino here:

https://casino.guru/True-Blue-Casino-review

„The whole casino group targets mainly United States and Canada. Because of this, all of the casinos in this group casinos share two specific traits – lower withdrawal limits per week and long waiting payout times. You should expect the first withdrawal to take a long time (in some cases even one or two months)."

„That being said, we advise all players considering playing with this group of casinos that they should be prepared for longer-than-usual waiting times. If you have the option, we recommend using Bitcoin or Neteller payments, which are more reliable and somewhat faster."

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

Best regards,

Kristina

Additional comments from Mywifekylie:

"I used the direct transfer withdrawal, they have all my correct details,verified identification. It still says pending on my withdrawal. What is annoying is when i talk to there message centre they all tell me it hasn't been 7 business days, it clearly says on the pending withdrawal it was made on the 8th. Do you think i will receive my money or are they just a dodgy company? I appreciate any help you can give but i feel unsuspecting people should be clearly warned, how can i do this,sometimes bad publicity is all it takes for scamming companies like this to pull their heads in."

Thank you very much Mywifekylie 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.

Additionally, I would like to ask you to reply to your submitted complaint inside the existing thread and not by sending emails, unless you’d like to forward any relevant communication. Replying inside the thread is the easiest way for us to link all the relevant information to the correct issue and to collect important details and data in one place. Your cooperation in this matter is highly appreciated. 

Hello Mywifekylie,

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,

This was a tough one Mywifekylie, you were experiencing issues because there are many peripheral accounts attached to your account which is without question a violation of the terms and conditions of the casino. Your partner, we'll just call her "Mrs K" for posterity has 222 individual accounts, above and beyond as anyone can see. You aren't too far behind her frankly, but I have done what I can for you here and if you PROMISE not to open or use any other casino accounts, EVER within our system I should (hopefully and tentatively) be able to allow you and "Mrs K" to continue to play with us and I may be able to get that requested withdrawal out the door for you.

So, tell me you understand that you are only allowed one casino account and will not further breach our terms and conditions and I will have one of my agents reach out to you. It appears we are only missing a payout method before we could move forward on this for you.

Best wishes,

Nick and True Blue

Yes,i understand but you allow me to deposit so you must allow me to withdraw if this was really the case why would you let me deposit. I still feel you scammed me and every other person i read about in a similar situation. If you let me deposit then its only fair you honour my withdrawal

And as in payment method i filled out your form giving you all the details you require for a withdrawal

G'day Nick,after speaking with Kylie we both understand about multiple accounts, but in her defence she actually really loves playing your games,also she only ever used no deposit codes to have a little fun. I understand your policies but what i don't understand is why couldn't you let me know this,i have deposited a fair bit of money (fair bit in my world) without a hitch,yet I've been strung out worrying that I've just been ripped off by a casino claiming to be Aussie friendly. I hope you have good news for me when you reply. Cheers mate

Hey Mywifekylie,

If you would please, I still need a solid confirmation that you and your partner understand the situation and will no longer use any peripheral casino accounts for any reason moving forward. Simple and easy. Once I have this on record, as I said I will do what I can to facilitate a positive outcome.

Best,

Nick and True Blue

Hi Nick,i just went into my account and noticed that my winnings were put back into my playable account, so again, i had to make a withdrawal,mate,and this is not directed at you personally, in my world and most people i know what your casino is doing is not only wrong on so many levels but unethical. I understand what you have explained to me in regards to multiple accounts and i can assure you it won't happen again,but its harmless fun my wife was having in difficult times. Im growing very frustrated and honestly cant believe this is happening. Lets just cut to the chase. Your casino will accept payments from anywhere,anyone, any time,without question, but you have a dont pay at all cost philosophy,so making nearly impossible to withdraw,using any excuse, doesn't matter how ridiculous it is and hoping people cant be bothered chasing their money and just go away,leaving their hard earned money behind. After reading more about True Blue i now regret even depositing,because this was ALWAYS going to happen, whether my wife had 0 or 100000000 accounts. There are honest casinos out there that I've won on and I've received my money,no messing around within 1 week. I will not go away,i won fair and square and i will get my winnings. Or its only fair you refund my every single cent i deposited. I couldn't fathom lying to people for a job,Surely there's not much job satisfaction there. Anyway, id appreciate when you do reply is you just cut through the crap and be honest, im tipping you know exactly whats going and can fix it straight away, but you chose not to. We are struggling big time here with this covid crap and this money will be a god send,WHEN I GET IT. THANKS

Well Nick,I've cancelled my withdrawal,put it all back in,just what you wanted. True Blue,what you are doing is criminal,lowest form of organisation out there! All you do is sit there and feed people just ridiculous bullshit about withdrawal time frames,excuses as to why your not paying. All lies! Lucky for me i had a great win elsewhere, by a REAL ONLINE CASINO,who have already processed and payed me 8 DAYS. Lastly, i promise i will do my best to warn and save honest people from making a big mistake,and every Forum,review board I'll be there.Bad news travels fast! Delete my account, do what you want with it. Wankers!

Dear Mywifekylie,

should I close this case, please?

Dear Mywifekylie,

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.

Poor form from Nick and True Blue, dont even bother to reply,i don't ever blame because i obviously have choices, but for me losing the whole lot i Do blame True blue. I asked and asked if they could remove my withdrawal from pending,mainly because atm im not in a good place and very vulnerable, if TRUE BLUE had played me in the time frame that they claim i would be in a much better position. My sister is a lawyer and she says thay should be refunding me every cent i ever deposited,they had no right to hold me out that long,without even an explanation, they just ignored me. So Nick,i put forward to you that because you went against what your casino claims,and withheld communication for no apparent reason i would like you to REIMBURSE EVERY CENT I DEPOSITED, OR I WILL TAKE LEGAL ACTION, and as in your multiple accounts, for 1 they are harmless and 2 prove it was me. Might gather a few unhappy customers, and there's alot of them and start a class action. Nick,i await your response

Greetings Mywifekylie,

I resolve issues. We were in the process of resolving your issue and I had approval to make things happen for you in spite of the rather extreme breach in terms and conditions as you recall. It was a special exception that I went to great lengths to get for you through multiple internal channels because I felt that you had a valid point and the situation itself warranted an exception (on the condition that you promised not to breach in the future as stated).

Your personal willpower is something that is well out of my hands, I've done my best here to assist and I was disappointed we didn't get to see it to the end especially considering the time commitment already invested on my end.

Cancelling your requested withdrawal and playing it was a conscious decision on your part, much the same as making a deposit into the casino in the first place. Had you won on it I'm certain there would be no hard feelings. Quite the opposite, and I would have done my best to see that you were taken care of. But you chose to take a chance and play the funds. Now that the funds are gone my job is done until the next time there is something I can actually do for you.

There really isn't anything more for me to say.

I wish you and Mrs K the best in all things, certainly. This is entertainment and should be seen as such. If you genuinely feel gambling is an issue for you (or for her) this becomes a responsible gaming issue and there is definitely help available. Gamblers Anonymous has regular meetings all over the globe.

Best wishes,

Nick and True Blue

Unfortunately, after gathering all the necessary information we are rejecting this complaint as unjustified. Sorry, we were not able to help you with this one, but 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.