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

I was playing halfway though free spins on one of true blues online slot machines when the casino log me out of site .

I tried to log back in immediately but was unable to log in .

So I contacted support and they asked my details and I was told i had no account. Then I was asked what casino I was playing on. Even though this was in a true blue chat room.. I told them True Blue and they said they were a different casino and they would put me through to True Blue customer support member. Once connected I was asked for my details. I explained the issue and she said she would look into it. Within moments I got a message that was a few paragraphs long , did not get time to fully read it before I was cut off the chat. What I did read was that I had been evoked from casino. The chat page disappeared and i have not been able to get into the chat since. This was first day on any site depositing quite a bit of money which I have all the email receipts. I had won a lot money over 10,000 throughout the day. 2500 was ready for withdrawal as that was max daily withdrawal limit. And I was playing with the other 7500. Can u please help figure out what I can do as I'm also worried that my personal and financial details is attached to my account that apparently they have shut down for no apparent reason. I can send through email receipts.

Dear azza_86,

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. Have you received confirmation regarding successful account verification? Could you please advise how long ago you have registered your account and if you’ve accumulated your winnings with or without an active bonus?

If there’s any relevant communication, please forward it along with any screenshots of your requested withdrawal and active balance to petronela.k@casino.guru.

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

Hi team

i only opened the account on Saturday the 15th of may 2021 .

I also verified everything true blue asked me to verify. I also did take the bonus but I would of easily turned it over and also when I went to withdraw $2500 it said my whole balance was available to withdraw which was around $7000 but I kept $4500 in play which would be still in play .

So I believe I done nothing wrong I was just playing and got shutdown then told nothing until I sent emails asking why I couldn’t log in , then to get told they shut my account down but there was no reason.

Very frustrating as they will easily take over a thousand dollars that I put though out of my bank and when I finally have a win shut me down .

I personally believe it’s because I won and they don’t want to pay .

Thank you very much, azza_86, for providing all the necessary information via email. I will now transfer your complaint to my colleague Martin 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.

Hello azza_86!

From now on, I will be taking care of your complaint. I would like to invite representatives of True Blue Casino in order to provide us with any explanation of the situation as previously described.

Greetings all,

So glad you brought this to my attention azza_86, it seems there was a glitch but I've sorted it out for you. Your account is now active once again. From what I see you still need to submit documents for account verification as well as a valid payout method in order to qualify for withdrawal.

All should go well with the assistance of standard support but let me know if you need a hand and I'll have one of my team reach out to you.

Best,

Nick and True Blue

Hello azza_86!

Could you please advise on your verification procedure status, have you managed to submit all the required documents?

Hello azza_86!

Was your issue resolved? We are extending the timer by 7 days. Please, be aware that in case you fail to update the status of your complaint in the given time frame, we will reject it.

Looking forward to hearing from you.

Hi team yes true blue have now sorted out my account stating that it was a glitch.

so all good for now thanks for the help team really appreciate it.

Hello azza_86!

Did you also manage to receive your winnings already?

Hello azza_86!

Have you received your winnings? We are extending the timer by 7 days. Please, be aware that in case you fail to update the status of your complaint in the given time frame, we will reject it.

Looking forward to hearing from you.

Even if we’ve assumed that the issue has been resolved, without a confirmation from the player, we were forced to reject this complaint.

The player can reopen this complaint anytime.