True Blue Casino - Player's withdrawal has been delayed.

I won 130000 aud and eventually got paid $27500 I since used some money and still waiting for the payment of $33000 to be paid I since sent emails on numerous times and no answers what ca m I do the since changed name asurehand casino can you help me retrieve this money please

Dear Agro22,

Thank you very much for submitting your complaint. I’m very sorry to hear about your negative experience. Do I understand correctly that you have already successfully received the amount of $27,500? Could you please advise when exactly you requested the withdrawal of $33,000?

Have you accumulated your winnings with or without an active bonus?

Additionally, if there is any other relevant communication between you and the casino, please, forward it to kristina.s@casino.guru (or alternatively post it here).

Looking forward to hearing from you.

Best regards,

Kristina

Thank you very much Agro22 for your reply. I will now transfer your complaint to my colleague Adam (adam.m@casino.guru) who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction soon.

Additionally, I would like to ask you to reply to your submitted complaint inside the existing thread and not by sending emails, unless you’d like to forward any relevant communication. Replying inside the thread is the easiest way for us to link all the relevant information to the correct issue and to collect important details and data in one place. Your cooperation in this matter is highly appreciated. 

Hello Agro22,

I have reviewed your case and will contact the casino to see if I can help.

We would like to invite True Blue Casino to the conversation and to aid in the resolution of this complaint.

True Blue Casino can you please provide some insight into the situation with the player's withdrawal?

Greetings all,

I have submitted the case for review with the requisite department, once I have further information I will update here.

Best wishes,

Nick and True Blue

Thank you very much, Nick and True Blue.

We will await your update.

I've been after that money since around August September 2021 I've sent emails and on chat line and did not get any response perthetic

Greetings all,

Reviewing the documentation from this case tells an exciting story actually, and I can see that it was quite a ride for you Agro22. But as is often the case in the heat of the moment our recollections do not always reflect the reality of the situation. There is a lot of win and loss here, up and down, requests for withdrawal, cancellation, play, request, cancel, play, cancel, play, cancel, play, all in all there were 55 total requested withdrawals ($133,700 worth) that were cancelled and played back into the system over the months that is the total story of this saga beginning to end.

At no time during this extended win/loss session did your winnings soar to the level you recall ($88,227 at it's peak) and sadly the vast majority of total wins were played back into the system thus never making it to the point of approval and payout. The total surviving sum (minus non-cashable deposit bonus funds and transfer fees) of $25,440 was paid out and confirmed received.

It has definitely been quite interesting to review all in all, but unfortunately Agro22 all funds that were due to you have long been paid out.

Supporting documentation has been forwarded to the casino.guru team for review.

Best wishes,

Nick and True Blue

Thank you, Nick and True Blue, for your response.

Dear Agro22,

The casino has supplied evidence that suggests you have canceled all withdrawals and played out your balance. Could I ask you to please comment on this?

Dear Agro22,

I would like to ask you for your comments regarding the casino's previous post. Please be aware that if we do not hear from you within the set timeframe the complaint will be rejected.

Kind regards,

Adam

Dear Agro22,

Without a further response from you, we are unable to continue investigating this case.

The complaint will now be rejected, but it can be reopened at any time.

Kind regards,

Adam