True Blue Casino - Player’s experiencing difficulties withdrawing her winnings.

My withdraw is still pending outside of their time frame of 6 business days. I have had amounts pending for more than 2 months before and would like your help once again in getting my payout in a timely manner as per their agreement.

Dear Chanelle,

Thank you very much for submitting your complaint. I’m sorry to hear about your delayed withdrawal. It’s quite usual for withdrawals to take a couple of days or even weeks to get fully processed. This means that it may take some time before your money appears in your account. That’s why we advise players to be patient and wait at least 14 days after requesting their withdrawals before they submit a complaint.

Knowing from your previous complaint that you have completed KYC verification successfully and had your latest withdrawal approved by the casino, still if you don’t receive your winnings by then, please, let us know and we will try to help you.

Thank you in advance for your patience and understanding.

Best regards,

Petronela

My withdraw is dated 21/4/22

it has been more than 2 weeks now.

Thank you very much, Chanelle, for providing all the necessary information. I will now transfer your complaint to my colleague Branislav (branislav.b@casino.guru) 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, Chanelle,

I am sorry to hear about your negative experience. I will contact the casino and try my best to resolve the issue as soon as possible. Now I would like to invite True Blue Casino's representative to join this conversation and participate in the resolution of this complaint.

Dear True Blue Casino Team,

Could you please state the reason why the player's withdrawal has not been completely processed yet and what is the estimated time frame for processing the payment?

Thank you in advance for providing the information.

Greetings all,

The case is being reviewed internally, I'll get back to you here when I have an update.

Best wishes,

Nick and True Blue

Alright, thank you for the information, Nick.

We are looking forward to hearing from you soon.

Greetings all,

Just confirming that the account was reviewed and payment issued to our 3rd party payment providers on Thursday the 12th of May. As a general rule we are looking at 3-10 business days on delivery to the approved bank account.

Best wishes,

Nick and True Blue

Money has been received just short of 4 weeks from the withdrawal date. Thank you so much Casino Guru, you guys are amazing 🙂

Great news! Thank you, Chanelle, for confirming and for using the Casino Guru complaint resolution centre. I am very glad you have received your funds.

As the issue has been successfully resolved, we will now mark your complaint as 'resolved' in our system. Although I sincerely hope it will not happen, 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.

Thank you, Nick and True Blue, for providing information and for your cooperation.

Best regards,

Branislav, Casino.guru