True Blue Casino - Player’s winnings were confiscated.

with true blue you can receive weekly cashback, this is meant to be applied to your account every Sunday night but for some reason I always have to go to the online chat and they apply it for me as it’s never automatic. This weekly cashback comes with a 30x play through and max 2 x withdrawal. I ended up winning with my weekly cashback and my balance was around $900 (even after the 30x play through) I knew I wouldn’t get all of that but I head happy with the win all the same. When clicking on the cashier - withdrawal link, there was no option to withdrawal at all. It gave me 4 options as to why it wouldn’t allow it. The only valid reason that applied was the had to make a deposit. See pic attached.

i followed the instructions given and made a deposit $30 (with coupon froggy300) this was applied to my balance without a problem and I even got the associated free spins for that coupon. I went on the play the free spins and then went over to Rudolph’s revenge, and I won the jackpot!!! I was so excited!!! $64,000 jackpot!! It’s life changing. I went straight to live chat to see if I had to play through any more money or if I could withdraw it all (as I was still getting the options in the picture). I was then advised by customer support that no winnings would be valid as I had used mixed funds. I am absolutely devastated! I have read through the terms and conditions and everything seems to be at their discretion and nothing in concrete. Why would the casino ask me to make a deposit and then void any current and future (massive jackpot 😭) winnings ??? They are not helpful just keep saying no withdrawal request will be approved. But here’s the thing, I still can’t even make a request to withdraw and it’s still giving me those options in the picture. I am a loyal player to this casino on vip tier 2 (I’m sure there are lots of people that spend more) but I’m not getting any help, I feel cheated on a technicality that isn’t clear. Their system malfunctioned and advised to make a deposit, when that would void be of any winnings.

Hello Hopefulwinner,

Thank you very much for submitting your complaint. I’m very sorry to hear about your problem. I checked the casino’s T&Cs (https://www.webtrueblue.com/terms/) and I found this:

"Redeeming Multiple Promotions: You may not mix or combine promotions or bonuses. If multiple bonuses are mixed, your casino winnings may be removed at the time of withdrawal. Please be sure to use only one bonus at a time. Unless otherwise indicated by the Casino, you cannot redeem additional coupons if you have a withdrawal pending or if you have an existing balance."

I believe this rule was breached and by depositing with a bonus coupon instead of raw deposit the casino probably evaluated it as mixing funds. Would you be so kind and forward me the communication between you and the casino? My email address is to kristina.s@casino.guru.

Thank you in advance for your reply.

Best regards,

Kristina

Thanks so much Kristina, I have forwarded through all correspondence. The online chat applied my weekly cashback, I wanted to withdraw my winnings from this (with the required playthrough of course) but it wouldn’t allow a withdrawal request, it stayed to make a deposit. I’m devastated they would take my money and allow this knowing it would effect my withdrawalable balance. Any help would be so gratefully appreciated.

Hopefulwinner, I apologize, that it took me so long to reply to you, but we had to discuss your case with our team, so we can decide what to do next.

We agreed that it wasn't intentional, and the casino's withdrawal section isn't very user friendly, because of the 'Make a deposit' button, which in the end led you to breach the casino's T&Cs by mixing funds.

Also, before we get in touch with the casino, I have to warn you, that each deposit bonus has a maximum cashout of 10x deposit (so you probably won't be able to withdraw the full amount).

I will now transfer your complaint to my colleague Peter who will be at your assistance. Please note, we cannot guarantee you a positive outcome, but we will try our best.

Thanks so much Kristina and Peter, I really appreciate your help. The deposit bonus I used has the below terms:

Go after cascading wins on the NEW Game Frog Fortunes with a 300% Bonus and NO cashout limits. Use code: FROGGY300

also this is the page that came up when clicking cashier-withdraw 🙂 thanks again!!

Hi Hopefulwinner,

I'm taking over your complaint. I will contact the casino and see if I can help.

thankyou so much for your efforts. I am so appreciative!

Hi there, just a quick note to let you know trueblue casino are still promoting my winnings under ‘top winners’ (pic attached)

thanks guys, appreciate the help sorting this.

Hi Kaylah,

I chatted with a casino rep about the case. The main problem here is that you played with mixed funds. While you had a cashback bonus activated, you deposited money and took another bonus (not only one). Actually, I'm not sure what you were trying to achieve with activating and cancelling of all the bonuses. Anyway, the maximum amount that the casino will pay you is the max cash-out from your cashback bonus (2x$136). I'm afraid, there is not much I can do for you in this case.

Thanks Peter,

The casino finally replied to my email I sent them back on the 5th November:

Hello Kaylah,

This is Reagan Jordan following up on your ticket number 7869539.

Upon checking your account your requested to get your weekly cashback last 11/3/2020 which is added by our of our representative manually amounting to $136. You completed the playthrough last 11/4/2020 how ever instead of placing it to a pending withdrawal status before making a deposit, you did deposit on top of that amounting to $30 with a match bonus FROGGY300 amounting to $90 which result to mixing of funds. The makes your winning null and void.

My response:

"You completed the playthrough last 11/4/2020 how ever instead of placing it to a pending withdrawal status before making a deposit,"

It would not let me make a withdrawal request before the deposit, it just showed this:

I was never allowed to make a request to withdraw, it said to make a deposit. Is there anything that can be done? I feel like this error message giving the 4 options lead me to make the deposit. And then it says in small print - terms and conditions. I trusted the the system wouldn’t be advising or even letting me make a deposit if it would void current and future winnings.

Hi Kaylah,

Thanks for the update. I will discuss the issue once more with the management and will get back to you.

Hi Kaylah,

Our team will discuss the issue with the casino rep again on Thursday. I will keep you updated.

Hi Kaylah,

Our team discussed your case with the casino rep. I'm afraid, taking all arguments into consideration, we have to admit that the rules were broken and there's nothing we can do to change that. The money you won the jackpot with wasn't real money, it had no withdrawable value, so the winnings were canceled. We were also informed that you came to an agreement with the casino regarding the winnings from the cashback offer and received the amount due. We will now close the case accordingly.

Best regards,

Peter