True Blue Casino - Player’s withdrawal requests were delayed, and the account blocked.

Casino paid $2300 out of a total $15000 withdrawal. I made 6 x 2500 withdrawals, the casino assured me the whole time that every dollar would be paid. I had all documents approved and accounts had verified the winning. i waited longer than expected but did receive one payment. When the next was not paid I question why and they gave me a run around until they said they deposited the second payment. But they closed my account and I was told that it was an unknown reason for it and to have a nice day 

Dear Kyle,

Thank you for contacting Casino Guru. I'm sorry to hear that you've been having difficulties with your withdrawals and your account. The casino can’t just close your account without an explanation. Could you please send to us a screenshot or a transcript of the last chat with the casino support stating they are closing your account? It could help us understand the whole situation better.

Best regards,

Peter

Dear Kyle,

We are extending the timer by 7 days. Please, be aware that in case you fail to reply and provide the required information in the given time frame, we will reject your complaint.

Best regards,

Peter

Hi, yes I can provide, 

Where it gets complicated is I also made a withdrawal from planet7 oz for $2500, which I also got the run around, even told a date that they would deposit. Not realising when I signed up to true blue casino was that they are run by the exact same people at planet7oz casino. So when they shut my account down on planet7oz they also shut my account down at True Blue Casino. So in total my Planet7oz account was not paid owing $2500 and my True Blue account  owing $12,500. I will post some screenshots of the conversation I have with them also.

Hi Kyle, 

Thank you for the additional information and screenshots. I looked at the chat with the casino but didn't find any explanation why your account was blocked. Did the conversation go on? It looks like the casino support was typing a reply to your question.

Best regards,

Peter 

Casino support did not go on to answer any questions at all. They simply changed chat operators and I was told that my account is being revoked. As soon as Annabelle Wallis joined the chat it was shut down. I have now no longer recieved any replies by email from the casino and struggling to find an explanation for this blatant disregard for the people that deposit in their accounts. 

Thank you Kyle for the update. We would like to ask True Blue Casino for a response. 

Hey Kyle,

I've been over the case and had my colleagues in security review it as well. Unfortunately you had more than one account in the casino and a number of multiple accounts in other casinos within our group resulting in account closure.

Not the kind of news I like to bring but according to the terms and conditions of the casino only one account per player per casino is allowed. It's important enough that it's mentioned more than once in there.

5. Only one real account per Player is permitted. Multiple accounts will be closed. Players who register multiple accounts (including accounts with different personal details) will not be eligible to receive any winnings, and all withdrawals will be cancelled. 

12. 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 there is evidence to suggest that you have more than one active account for the Casino;

I'm sorry man, I am, but that's pretty much the end of the story on this I'm afraid. Not knowing the rules doesn't make them go away, this was proven to me yesterday when I didn't see a speed limit sign. I didn't know why he pulled me over, but he sure informed me quick enough.

Terribly sorry to be the bearer of ill tidings but I hope this finds you well nonetheless.

Best wishes,

Nick and True Blue

I had to open another account as it was the only way to try and get some contact from the casino. You weren’t responding or replying to emails. How else is this just brought up now after the verification of accounts and documents and even made a payment. You can’t cease contact then penalise me for contacting u the only way u make it possible to do so. 

i would also like to see where it states that there are penalties for having accounts in other casinos. I would like to see such proof. I have proof of your customer support guarantee that I was " Not to worry" " All payments that get approval are paid" 

this is just another poor excuse to take money under false pretences 

More dodgy emails 

Dear Kyle,

You wrote that you had to open a second account because there was no other way to communicate with the casino. If this was the case, there would have been a chance to reason with the security department. However, the casino sent to me the proof that you actually opened three accounts in the casino. I'm afraid there is nothing we can do in this case. There are not many casinos where you can open more than one account. I'm sorry I couldn't be of more help, your complaint will be rejected. 

Best regards,

Peter