True Blue Casino - Player’s withdrawal has been cancelled.

My son deposit 250 as a present for me to play ….I played and won 15000 …when I tried to withdraw they denied the withdrawals so I used live chat to speak to someone that told me my account has been revoked and that their decision was final …then they closed my account and I was unable to log in again to request explanation

Dear Antonia,

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.toptrueblue.com/terms/:

„The Casino reserves the right to cancel your account for any reason whatsoever at any time without notice to you. Any balance in your account at the time of such cancellation may be credited to you, however, the Casino reserves the right, in its unfettered discretion, to void any winnings and confiscate any balance in your casino account in any circumstances including:

If the name on your Casino account does not match the name on the credit card(s) used to make deposits on your Casino account;"

Furthermore, please check our Fair Gambling Codex for Players https://casino.guru/fair-gambling-codex-for-players:

"Payments

For deposits and withdrawals, you should only use bank accounts and credit cards held in your own name. If you don't do this, you might get into trouble when trying to make a withdrawal. This rule is mostly in place to prevent credit card misuse and also because of international anti-money-laundering regulations."

Please understand that this rule has been breached. Some exceptions might be allowed by casinos when depositing or withdrawing funds using a joint card or this possibility is communicated beforehand.

If you’re not able to prove that you are a legitimate owner of the payment method and you haven’t received approval from the casino allowing you to use a third-party payment method, I’m afraid there’s not much we can do for you.

Thank you very much in advance for your reply and understanding.

Best regards,

Petronela 

Hi guys

Thankyou so much for having a look at this for me I’m just dumbfounded and disheartening…they didn’t say that’s why they denied payment just my account was closed while I was talking to someone in live chat…a message came up stating account closed and decision is final then nothing ….I emailed them but no reply so frustrating..

Hi petronela

thankyou for your reply…so they can take my money that is deposited but then just t refuse payment? So why did they do exactly the same thing to my son that deposited in his name with his card and his details ….something isn’t right …also if you look at the document I sent you there’s an200 deposit that was approved but have not seen the money at all nor do I know where it came from I never requested it….something isn’t right at all here

Please understand that technically it is very difficult to check who’s the owner of the payment method at the depositing stage. This can be checked only during the account verification, which is usually done when a withdrawal is requested. Therefore, it is a player’s responsibility to use allowed payment methods only. Some exceptions might be allowed by casinos when depositing funds from a joint card but even this option should be communicated beforehand.

Please let me know if there is any additional information that I have overlooked otherwise, I will be forced to reject your complaint. I really wish I were of more help. Thank you.

But they verified my account before I started playing

Maybe they verified your account but not the payment method. When has your son deposited funds into your account? Have you ever deposited money using a payment method registered under your name?

No it was a new account

It was only the first 250 deposit

I understand that the only deposit that has been placed was not made by you or using a payment method that belongs to you. Please understand that we can't help you with your case as you breached one of the basic casino rules.

Unfortunately, after gathering all the necessary information we are rejecting this complaint as unjustified. Sorry, we were not able to help you with this one, but please, do not hesitate to contact us in the future, if you run into any issues with any other casino. We are here to help.