Home Complaints True Blue Casino - Player’s bonus winnings have been cancelled.

Amount: A$17,000

True Blue Casino - Player’s bonus winnings have been cancelled.

7.2/10 Good reputation Submitted: 31 Jul 2020 | Case closed : 17 Aug 2020
Our verdict

Player stopped responding


Case summary

160 days ago - 17 Aug 2020

The player from Australia has been accused of mixing bonus funds. Casino forfeited all winnings generated from the bonus play. We rejected the complaint because the player didn't respond to our messages and questions.


I deposited $150 and received a bonus. I won a jackpot of $12,500 and other amounts till my account reached 19,0000 and kept playing till my playthrough amount enabled me to withdraw. The balance available was $17,000. I requested two withdrawals if $2,500 and was emailed that it was being processed. I used $40 of my" free VIP points after I requested the withdrawal and they say I mixed funds, so took all my winnings off me ! When you use your points there is no warning to state you'll lose all winnings


Dear Maureen,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. I have checked terms and conditions, and this is what I found https://www.888true.com/terms/:

"Comp Points Terms

-         Comp points are accrued while playing certain games at the Casino.

-         You may not accrue Comp Points while using a no deposit bonus or playing games using previously redeemed Comp Points.

-         100 Comp Points have a value of $1.00

-         The minimum number of comp points that you may redeem is 1000

-         To be eligible to redeem your comp points, your account balance must be $0, and you must have no pending withdrawals.

-         Except for listed restricted games, the wagering requirement on all Comp Points is as follows: 30 times playthrough requirement for Slots, Keno, Bonus Bingo and Scratch Cards; and 60 times playthrough requirement for Table Games and Video Poker.

-         Comp Points cannot be used in Roulette, Craps, Baccarat, Pai Gow Poker, Pontoon 21, War, Sic Bo, and/or 'Shooting games' -e.g. Fish Catch.

-         Comp Points come with 1-time maximum withdrawal limit."


Sadly, there is not much I can do to support your case at this time. I would strongly recommend reading all the T&Cs carefully before you start playing to avoid any misunderstandings in the future. Casinos try to design their bonuses to be as attractive as possible, but the rules must always be followed. Please do not hesitate to contact me if there is anything else, I could do for you in this matter. Thank you for your understanding.

Best regards,



Dear Maureen,

We are extending the timer by 7 days. Please, do not hesitate to contact us if you need any assistance or help, otherwise, we will reject your complaint.


Unfortunately, we’re rejecting this case because the player hasn’t responded to our messages and questions. Therefore, we’re not able to proceed with a further investigation or suggest possible solutions.

The player can reopen this complaint anytime.