True Blue Casino - Player’s account has been blocked.

I deposited 200 played my wager out and tried to withdraw 10k it sat in my account pending for 10 days then went back to my acc. I played it down to 4500, withdrew again. Only to be 5old my account wasn't verified. After a week of verification it was verified. Then I made a withdraw, the questions that u have to answer are rediculous and almost possible to get. Although with help from my bank I got them. I waited a other 10 days and yet again it went back to my acc. I contacted support and have now been kicked off the casino with no money and all they say is they hold the right to remove my account when ever they want too. Wow..

Dear Steve,

Thank you very much for submitting your complaint and forwarding all the relevant communication. 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. Could you please advise how long ago you have registered your account and if you’ve completed the account verification successfully? Have you received any successful withdrawals from this casino in the past? Were your winnings accumulated with or without an active bonus?

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

Hey guys. Yes I followed all prompts to have my account verified, I even followed some wahoo verifications process. I submitted all details they prompted me too and still they just kept telling me to wait it's all processed. Then I logged in and got this msg. And no longer can log in.

these are all proof I verified my account.

Thank you very much, Steve, for your replies. One last thing before we'll contact the casino, could you please advise if your winnings have been accumulated with or without an active bonus?

Hey guys, the first bonus I entered was a no wager bonus. I deposited 200 with this came a 150% match I won big I won 10k I tried to withdraw then they said I had a wager to play it was at 7k I played it all the way till it was 0 and my availible funds now was 12k I had won more. Tried to withdraw and yeah after ages I played it down to 4500 hope this helps anything else let me know I've screen shotted everything. Thanks so much casino guru

Thank you very much, Steve, for providing all the necessary information. I will now transfer your complaint to my colleague Andrej 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.

Thanks again guys, it's pretty shitty when ur faced not knowing what to do or where to turn, when these online casinos do things like this.

It's a real satisfying feeling knowing casino guru is helping.

Thanks again warmest regards steve.

hey guys, I tried to log in via the link I pasted to my home screen and I could get as far as to see that a withdraw of 200 has been made?? I have no clue about it but let's hope it hits my acc. But see in pics this is as far as I could get I tried to open a chat and the msg shown was displayed. Regards steve.

Dear Steve,

I’ll be taking care of your complaint from now on. I’ll contact the casino representative and try my best to resolve the issue.

I would like to invite True Blue Casino to join this thread.

Dear True Blue Casino,

Can you please explain the reasoning behind your decision to block Steve’s gaming account without a refund?

Thanks Andrej

Any news?? I can log into my account there is still 4300 sitting in there, Everytime I contact support I get a message saying without further review the casino hold the rights to kick me off basically, and then I can't contact them in chat nothing.

They deposited 200 into my account without me withdrawing that amount, honestly the worst casino ever.

I've pleaded with them.

I've been polite.

I've been unpolite.

I've threaten them legal action.

I've told them I've been in contact with casino guru.

I've done everything they have asked in way of verifications.

Both with wired transfer and Bitcoin wallet transfers.

True blue knows more about my banking details then I do!! It's scary, honestly!! knowing a online casino is a scam like this, with so much personal information about you.

They just don't care one bit.

Still the same, I contact them and I get nothing back. All in all I've deposited 200 into there casino, I won and they won't pay it. They put the money I deposited back into my acc and closed my account down. I can't believe it. True blue casino what a fake let down.

Thank you, Steve, for providing additional information. Unfortunately, we still haven’t received a response from the casino.

We would like to ask True Blue Casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’.

Greetings all,

I will need to review this case with the head of our security department, he will be out of the office until next week. It appears you were deactivated and refunded for abuse of some kind Steve however until I have further information I can't give a definitive answer.

Thanks for your patience,

Nick and True Blue

I was more then polite, I have all the screen shots there was no abuse, all I wanted to do was withdraw my money I won. That's the silliest excuse ever I still have no access to my acc only via a link I saved. I've emailed the payment team ur resolution team with no response, I never withdrew 200 dollars I was refunded, I withdrew 4300 after playing down from 10500 because of the stuff around. Just pay me wmy winnings please. Regards steve

clearly as soon as I tried to withdraw it was rejected, I was refunded 200 and kicked off.???

Thank you, True Blue Casino representative, for the reply. We will wait for further updates from you. I’m setting the timer for 7 days.

Hi Nick.

Have u had a chance to look into why I was rejected my withdraw of $4300 and kicked off true blue casino??

This has been ongoing for some time now, there is no reasons why, u say I was kicked off for abuse, lol. Why would I abuse true blue upon making a withdraw, I don't know if true blue is trying to bait people into loosing there minds with the pure non compliance and neglected when making a withdrawal.

I can only begin to imagine what it would be like winning tens of thousands at true blue casino. Why bother playing if u can't claim a win!

Waiting your reply regards steve.

Dear Steve,

Please be informed that we have discussed this case with the casino representative in a private conversation.

Apparently your interactions with the casino’s customer support were considered enough as a reason to ban you and only refund your deposit.

After reviewing the provided evidence, we disagree with the decision of the casino. The statements Steve made during these interactions simply manifest his frustration caused by long verification process.

That being said. We’d like to kindly ask True Blue Casino team to reconsider their decision in this case.

Shock me lol. Hens why they probably chose to msg u in private, they didn't even give me a reason. It was just the msg I provided a screenshot of earlier. Really appreciate casino guru thanks guys.

True blue casino just pay me my money, this is beyond a joke.

I'm taking this as far as I possibly can. It's criminal ur casino, the way u rip people off just look at ur reviews for non payments... Ur casino should be band and unable to operate. U scammers.

Don't worrie about a replying either, nothing is getting resolved here just another bunch of crap.

Casino guru if u could point me in direction I need to be to take this further, otherwise thanks for u help. Regards steve

Dear Steve,

Please be informed that we are currently waiting for the casino to share with us their final position in this case.

In case we cannot reach a satisfactory conclusion in this case, I would recommend contacting the casino’s official ADR – Central Dispute Service (CDS).

Thanks Andrej, much appreciated.

Hey all,

We are currently discussing the case internally, thanks to everyone for your patience in the matter.

Best,

Nick and True Blue

With who? Me? Cause I ain't heard anything? This is ridiculous ur a scam and that's it, unless u pay me my winnings there is no other word for it, it's been months now, u have used excuse after that I abused u for what? Trying to withdraw, lol. I'm about to upload everything again u can see exactly whats happened with all my screenshots. Get it together, I'll be contacting CDS on this... I HOPE EVERYONE THAT SEES THIS DOES NOT GO NEAR TRUE BLUE CASINO. Nothing but a scam. Thanks casino guru for trying to help.

I'm shatted.

Regards steve

So that's it, the result was we dealing with this internally, I've not heard nothing from the casino at all???

Dear Steve,

I believe that by ‘discussing the case internally’, the casino representative meant that the discussion will be held within the casino team.

Dear True Blue Casino representative,

Please keep us posted on any news. I’m setting the timer by 7 days.

Exactly and there will be no outcome, nothing!! I will not be contacted, just forgotten about I can bet u. What kind of response is that, it purely just to palm me off, keep trading and riping people off.

But thanks casino guru for ur help. This isn't resolved I haven't been contacted and I want to take this as far as I possibly can. It's not fair they have don't this and then kicked me off there casino cause I won and wanted to withdraw it. Not right.

Greetings all,

Despite your incredulity Steve we have all been working behind the scenes here to assure a fair outcome.

Some things in life don't happen as quickly as we might like them to, often patience and cooperation can be a more effective tool than threats and aggression and this situation is an excellent example of that philosophy in action.

Your threats (vulgarity, abuse) were rightly construed as a credible threat and having reviewed your interactions extensively it is easy to see how our security team would be obligated to react in the manner they did. We do not as an organization kowtow to threats or abuse.

Rather than achieving your ultimate goal which was presumably to be paid your rightful win, it had had the opposite effect. It got you banned as a player and rendered your rightful winnings invalid.

No one is now or has ever disputed that the money won in the casino (devoid of your own personal actions) was initially valid for withdrawal. What happened in actuality was you said plain and simple that you would dispute the winning deposit. As a preventative measure your deposit was refunded to mitigate damage on our end. Plain and simple. Action, equal and justifiable reaction.

The irony in all this is it created a situation where your rightful win was no longer valid, the free and clear winning deposit was no longer in play nullifying any subsequent dividends. No deposit, no win, no risk no gain.

Warranted or otherwise it was your actions alone that have delayed this process further and brought us to where we are now.

Personal feelings aside all players categorically must have the necessary documentation and payout method on file with the casino in order to qualify for withdrawal. We are doing what we can to simplify and automate the process but we cannot move forward on a requested withdrawal until a player has the necessaries.

Subsequent withdrawals are simpler certainly but I digress.

That brings us to the here and now. After much debate and deliberation between myself, the casino.guru team, and our own internal upper management I have succeeded in securing a positive outcome for you. Not because of your threats or anger, but because after close review it is the right and fair thing to do.

One of my agents will be reaching out via email to confirm the final piece of the puzzle you had yet to complete, a confirmed method of payout. Respond to that email, follow the agent's instructions, and I'll do what I can to get that money where it belonged in the first place. In your pocket.

The refunded cash deposit amount of $200 will be removed from your balance before payout.

Now please cooperate, keep it civil if you can, and hopefully we can work through this to a positive end.

Best wishes,

Nick and True Blue

Thank you, True Blue Casino, for your cooperation and understanding.

Dear Steve,

I’d like to kindly ask you to follow the casino representative’s instructions and keep us posted on any updates regarding the issue. Thank you in advance.

I think all the evidence that was provided was enough. I'll follow all links allthough I haven't got any yet, the varification process was completed via true blues casino and a 3rd party varification process provided from true blue, ultimately thanks for the outcome. I'll keep casino guru updated and I'll send a clear screen shot of the deposited funds onto this site for everyone to see, that true blue casino did pay out! And I'll appoligise. With this case I feel that casino guru probably wouldn't have wasted anytime in helping me if I didn't have a fair argument!! Witch brings us here.... Thanks casino guru so much, and true blue. I'll keep u all posted regards steve.

Yes I can confirm the email has been received. 😁 Thanks true blue I'll forward all that information in the morning via the email provided.

Hey guys, Ok so I've given all my details to the casino representative via email. Wait and see if I get paid. Regards steve

Thank you Steve. I’m setting the timer for 7 days. Please keep us posted.

Hey guys.

It's starting to become really difficult, with this withdraw. The casino rep is saying that there is inconsistencies within my account and to please explain it.

I can't check these inconsistencies because they have deactivated my account.

I've sent proof of balances with all accounts on it that clearly states my address, also I pasted a copy of my gov issued drivers licence to the same form and made a pdf, I'll send through all evidence of our conversation if it's not resolved.

Just a quick update. Regards steve

Hey Steve,

Thanks for your cooperation, I apologize that it was seemingly so painful. The last information now provided should in theory be sufficient.

My agents are personally trained to be as clear and concise as possible and will never request anything that is not 100% necessary to complete the task. We are a problem solving team. It's what we do.

I will urge you once again to be patient and polite in your interactions (even the ones not seen online), my agents are professionals here to assist you.

Best,

Nick and True Blue

In theory I should've had my money paid out months ago, I will continue to be patient and polite.

Regards steve.

Update: I'll need to apologize once again as I've been informed that due to the situation and current casino account status the only available payout option is Bitcoin. The upside is there is far less processing time in transfer as a general rule so hopefully this is suitable for you.

Osman has reached out to you once again via email to confirm the necessary details.

Best,

Nick and True Blue

I don't understand I was verified a long time ago with true blue and a 3rd party verification process. Now with withdraw, it's not consistent with my current address. It's the same gov id I used to create this casino account. U guys are really making this look so much harder to make a withdraw on ur end, then it ever should be.

But there is my Bitcoin address. I've uploaded it here just so u know nick cheers. Regards steve

Why are you guys doing this? Clearly with all my uploaded documents it's so clear to see what ur doing, prove us all wrong nick, just deposit the winnings, balance of $4300 into the very same account u credited with the $200 ?? I don't understand what u mean by my address is different and I can't access my account to see what ur saying.

Please nick.

Let's put this behind us and make everyone see that true blue came through.

Warmest regards steve.

Surely the casino can afford it, it's not broke is it nick?

the same account u credited me the $200 these are ur words. Regards steve.

Thank you all for your cooperation.

Dear Nick and True Blue,

Please let us know once the transfer to Steve’s Bitcoin wallet has been made.

I've not heard nothing from anyone ever since I uploaded my Bitcoin wallet. Not a confirmation msg nothing I've sent a few emails tonight asking if they need anything else. I feel I've been ghosted. Regards steve.

Let's see what happens I guess, thanks again guys.

Hey guys.

I can confirm that true blue has paid $3400 of the $4300 into my Bitcoin wallet.

Thanks true blue, thanks Nick.

Most of all....

Massive thankyou to casino guru, wow none of this would have even been second guessed if it was not for your team.

I personally feel it would have been forgotten about, brushed off and laughed at within the true blue casino team.

So thanks casino guru, thanks Andrej for ur help.

U truly are legends. Warmest regards steve. 😁

Hey all,

Happy to help.

And just to clarify, the initial deposit of $200 was made in conjunction with a 350% bonus on top of your deposit giving you an extra $700 to play and win with Steve. These funds are non-cashable and removed at the time of approval. In addition you were refunded $200 directly to your card which was removed as well.

Minus the transfer fee of $40 a total of $3360 was released as a Bitcoin payment.

Best wishes,

Nick and True Blue

Hey Steve,

This amount is not related to playthrough, you completed your playthrough and were eligible for withdrawal. Regarding the bonus deduction you can (for the purposes of explanation) think of a deposit bonus as a "loan" provided by the casino to increase your play time and your chances of winning. If you lose using the bonus then we never say a word about it, it's gone. If you win on it the amount of the bonus is removed before payout as stated in the terms and conditions of the casino.

Best wishes,

Nick and True Blue

I actually remember now it was initially 12k that I tried to withdraw, painfully instructed to wait 10days only to bounce back to my casino account. I understand now after reading other open complaints on this forum that this is standard procedure for True Blue, you ultimately make it so difficult that playeys are forced to spend their winnings.

Anyway thanks Nick and true blue team.

And casino guru, can't thank you enough u guys rock!!

Thank you, Nick and True Blue Casino, for your cooperation.

And thank you, Steve, for using the Casino Guru complaint resolution center. I’m very glad we could be of help. As the issue has been successfully resolved, we will now mark your complaint 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.

Best regards,

Andrej, Casino.guru