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

I requested my second withdrawal request on the 06/05/20 for $4,000 before submitting the request I asked the withdrawal specialist to look into my account and tell me if I had play through or wagering requirements as I had deposited money on a deposit bonus with no play through requirements however wanted to be sure there was no reason for me to not get paid out as this has happened to me in the past.

I confirmed that I had no playthrough or wagering requirements and submitted the request and have evidence of the chat log conversation confirming this.

I have tried communicating with the casino on about 6 different occasions without anyone getting back to me and after almost a month and with no payout, again for the second time I have now had to resort in casino guru helping me again.

The first payout they tried kicking me out of my account and tried to not pay me and guru resolved my very disheartening aweful dispute and i was paid eventually, what I was rightfully owed. - Thank you again casino guru.

So sadly I ask for your help again, I didnt think after the first issue they would do this again as a VIP 3 player, however they have. I have all evidence of the amount requested and confirmed (chat log) no play through or wagering requirements confirmed by staff. The monies won was all on a payout valid basis and not using any funds not honorable to payout under their terms and conditions, bonus deposits played, bonuses, deposits etc.

I have and can provide anything else required to assist with the investigation as i was fearful i would have this happen again and learnt that you need to be able to prove your case.

Dear Jade,

Thank you very much for submitting your complaint. I’m very sorry to hear about your problem. We will contact the casino and ask for their cooperation in resolving your problem, but, before we do so, could you please specify which payment method you have opted for?

In the meantime, I would suggest checking our review for the True Blue Casino: https://casino.guru/True-Blue-Casino-review

„The whole casino group targets mainly United States and Canada. Because of this, all of the casinos in this group casinos share two specific traits – lower withdrawal limits per week and long waiting payout times. You should expect the first withdrawal to take a long time (in some cases even one or two months)."

„That being said, we advise all players considering playing with this group of casinos that they should be prepared for longer-than-usual waiting times. If you have the option, we recommend using Bitcoin or Neteller payments, which are more reliable and somewhat faster."

Nevertheless, I believe we will be able to help you to resolve your problem as soon as possible. Looking forward to hearing from you.

Best regards,

Petronela

Dear Jade,

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.

Thank you so much I appreciate your help beyond words. Do you mean what payout payment option I have requested for my payout or withdrawal?

Because it's only ever one type of payment method into the same account and payment details I deposit my money into the casino and that they have paid me into before.

Wire transfer into the same account details as always.

Not sure if I understood your question, if not kindly let me know so I can please assist to answer correctly if incorrectly answered.

Dear Jade,

Thank you very much for your reply. Did I understand it correctly that your preferred payment method to withdraw your winnings was wire transfer? 

Correct yes.

Thank you very much Jade for providing all the necessary information. I will now transfer your complaint to my colleague Viliam 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.

I truly believe it’s only a matter of time before you’ll receive your delayed withdrawal.  

You guys at casino guru are honestly amazing. I can't thank you enough, if it wasn't for you I wouldn't ever get a fair outcome.

Like last time, my dispute I knew should be rightfully paid out. You and the team at casino guru, made sure that come to light and made it happen.

True blue management admitted their wrong doing and i was finally paid out what I was rightfully owed in the end. So again, I thank you and i hope that is the case again. Its just so dissapointing this has to be the process to get what you have rightfully won, when depositing thousands and thousands you would assume as a top VIP player, they would understand it's in their best interest to pay out when you do win to maintain business?

Dear Jade,

Thank you for using the Casino Guru complaint resolution center. We are glad to hear that your issue got resolved. We will now mark it as 'resolved' in our system. 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, but I hope you won’t come across a problem like this again.

We’ve reopened this complaint as per the player’s request. We apologize for misunderstanding in communication. I would like to invite True Blue Casino into this conversation. Could you give us more information about player's pending withdrawal, please?

Hey Viliam, Jade,

I've reviewed the account and from what I see here all funds owed have been issued as of the 14th of May and should in theory have arrived by now. I believe that was the nature of Jade's statement above, to thank you for your part in getting her paid in full.

If there is further assistance necessary, just let me know. 🙂

Best,

Nick and True Blue

No Nick I was refering to the first payment I wasn't paid out from the casino and casino guru got back for me, not this dispute.

I haven't been paid out and I'm still waiting to be paid out for this amount of $4000

Jade, Casino states that they have sent you the winnings so please wait couple of days. Please contact me when money arrives. If money doesn’t come in 7 days we could investigate further. Thank you for understanding.

So they claim they have paid me the $4000 do they?

Jade, as Nick stated before: "all funds owed have been issued as of the 14th of May and should in theory have arrived by now". The amount is not specified. Please let me know when the money arrives.

Until then, we kindly ask you for some patience until this process is completed.

Thank you.

Jade, did you received your winnings?

No i haven't.

I just spoke with the casino representative few minutes ago and he has assured me that your money is on its way to you. I fully understand your frustration and I also I know that your withdrawal takes much longer than expected, but please, give it another one month. I truly believe it’s only a matter of time before you’ll receive your delayed withdrawal. Thank you for your patience and understanding.

Last time I received the money almost immediately. So I'm fearful that it hasn't been done as I would have received it weeks ago. Its been a mth since they said they paid me.

But of course I'm happy to follow your instructions and appreciate your help. Thank you

Casino guru your the best! I just got paid thank you so much I'm thank full beyond words your the best I'm forever greatful.

Thank you! Thank you!

Thank you! Thank you!

Dear Jade,

Thank you for using the Casino Guru complaint resolution center. We are glad to hear that your issue got resolved. We will now mark it as 'resolved' in our system. 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, but I hope you won’t come across a problem like this again.

Best regards,

Viliam