HomeComplaintsTrue Blue Casino - Player’s winnings from bonus play have been forfeited.

True Blue Casino - Player’s winnings from bonus play have been forfeited.

Amount: A$21,000

True Blue Casino
Safety Index:Above average
Submitted: 16 May 2020 | Case closed : 01 Jun 2020
Case closed Our verdict

Player stopped responding

REJECTED

Case summary

4 years ago

The player from Australia has been accused of breaching the bonus T&Cs and his winnings have been confiscated. According to the casino, he didn’t fulfill the wagering requirements. We rejected the complaint because the player didn't respond to our messages and questions.

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4 years ago

After following all promotional deposit bonus terms and conditions, my account was at just over $21,000. I requested my first withdrawal (after making deposits which were a total of $300-$400) and it was approved. I waited weeks and no payment was made. Then one day I checked my True Blue account and all winnings were gone. My balance was just the first initial deposit I made. I contacted their support team who referred me to their technical support, who told me that I had breached their Bonus Terms and Conditions. They said I hadn’t met my wagering requirements before claiming the next Promotional Deposit Bonus. This is untrue as I played through all the wagering requirements and even double checked with the Live Chat Support team that everything was okay to request a withdrawal. The APPROVED withdrawal was $2,300 and it was confirmed that it would be in my bank account in around 7 working days. I’m yet to receive any payment and the winnings are still "void". Support hasn’t replied back to me as of today.

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4 years ago

Dear Dave,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Would you be so kind and specify which bonus you claimed? I would like to read the bonus T&Cs. Also, could you forward any relevant communication between you and the casino to kristina.s@casino.guru as well as your game history (if possible)? The most important are those, where you were told, that you fulfilled the wagering requirements and that your withdrawal was approved.

I hope we will be able to help you. Thank you in advance for your reply.

Best regards,

Kristina

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4 years ago

Dear Dave,

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.

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4 years ago

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

The player can reopen this complaint anytime.

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