True Blue Casino - The player's withdrawal is delayed.

I made a withdrawal request for $1000 on the 28th September 2021 and to date the casino has not honoured this. I waited the 7 business days from the date of my request per their terms and conditions. After the 7 business days I have followed up each day via online chat and every time I get the same messages which just say they have escalated my request and to check in 24 hours, or 48 hours, or 3 days. It's very frustrating to not be able to do anything about it because it's not like you can go walk into their office or pick up the phone and call them. Even the dispute resolution system on their website doesn't work so feel like I'm fighting a losing battle to get what's owed to me.

If needed, my username for this casino is Larisa92.

Hello Larisa,

Thank you very much for submitting your complaint and I'm really sorry to hear about your issue. Please allow me to ask you a few more question before we would move forward with the case.

Is this the first withdrawal request from the casino? Did you provide all the verification documents and is your account verified? Is the casino still in touch with you?

Please also forward any relevant proof or communication between you and the casino to nikolas.b@casino.guru

Looking forward to your answer and I hope we will be able to help you resolve this case.

Regards,

Nick

Casino.guru

Hi Nick,

In response to your questions:

No this is not my first withdrawal, it would be my 3rd. I can confirm my account is verified.

The casino is still responding however each time I follow up I'm just told the same thing being that they've escalated my request and to check again in 24,48 hours etc. I will forward my last contact with the casino yesterday to the email address you've provided.

Thanks

Larisa

Thank you Larisa for providing additional information. I will now forward your complaint to my colleaue Tomas who will be assisting you from now on.

Wish you best luck.

Regards,

Nick

Hello Larisa!

I will take care of your complaint from now on. I would like to invite representatives of

True Blue Casino into this complaint in order to help us resolve the withdrawal issue.

Greetings all,

Great news, I reviewed the situation when it came in, had the requested withdrawal reviewed and approved, and it was paid out today to our 3rd party payment providers as a wire payment. As a general rule we are looking at 3-10 business days from the time it leaves the casino until it arrives in your bank account Larisa92 but shouldn't be too long now. 🙂

Let us know when it arrives!

Best wishes,

Nick and True Blue

Thank you. Will let you know when it arrives.

That sounds promising Larisa! Thank you for letting us know. I will keep this complaint open until your confirmation regarding successful withdrawal. Please let me know as soon as you receive the payment.

Thank you I will do.

Still nothing received.

Hello Larisa,

Sorry for the mixup and late response. We are extending the timer by 7 days. Please let us know when you receive your winnings.

Best regards, Tomas

Hello Larisa!

Did you receive your winnings yet, please? It's been already been 10 business days. Any news would be appreciated.

No I have not.

I would like to ask Nick and True Blue Casino about any updates on Larisa's withdrawal.

Greetings all,

It's unusual but from time to time our 3rd party payment providers take a bit longer than usual to deliver funds, we are currently at business day 13 since payment was made to our 3rd party on your behalf by the casino. If it still has not arrived in your account by next week I will look into things further but from what I see it's really just a question of a bit bit more patience.

Apologies for the delay, really.

Best wishes,

Nick and True Blue

To be honest I've completely lost faith in the casino.

But thanks.

Still nothing.

Dear Larisa,

Unfortunately, bank transfers can be tricky, and the entire process can take a bit longer since intermediary banks might be involved, and international transactions take place. Please be patient, and let us know if there is anything new.

Hi Tomas,

I can understand that however at which point do I just give up on it. I'm told time and time again to be patient, but how long does that go on for before I stop wasting my time checking and providing updates that nothing has happened.

Apologies if this comes across abrupt but I'm really upset by this. Especially knowing Christmas is around the corner and this could have really made all the difference to me.

Hello, all!

Larisa and Nick, do either of you have any news about the withdrawal?

I have not received anything nor have I heard from Nick.

Still expecting me to be patient I assume?

Hello Larisa

I am sorry for the late reply. If the payment still hasn’t arrived, the next step will be to prove you haven’t received any money from the casino. Please, send us a relevant bank statement that would show that you haven’t received the money from the casino. My email is tomas@casino.guru. Alternatively, you can post it here.

Dear Larisa,

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.

Hello all.

Larisa provided us with proof she didn't receive the money from the casino since September 29th. I would like to ask Nick and True Blue Casino to provide us with proof of the transaction.

Greetings all,

I have requested proof of payment from our 3rd party payment providers. I will forward this to the casino.guru team once I have it.

Best wishes,

Nick and True Blue

Nick,

Do you have any news about this case?

Yet again have been asked to provide information to prove my claim while the casino continues to ignore.

Truly fantastic.

Greetings all,

Apologies once again for the delay in response on my end, it's been a long and eventful holiday season. Luckily (in theory) we are now back to business as usual.

I have received confirmation that payment was released to our 3rd party payment providers as stated. My deputy manager Anabelle has reached out to you via email Larisa to get bank statements confirming the bank account information and that it has not arrived on your end. Please cooperate with her and once we have relevant supporting documentation I can bring the issue to the requisite department and if necessary have payment re-issued for you.

Best wishes,

Nick and True Blue

I have now emailed my bank statements for the second time.

Hello Larisa,

Nick from TrueBlue Casino informed me, there was a discrepancy between the account numbers, and you were asked to submit the bank statements from a different bank account. Please keep us updated.

They have supposedly paid the funds to an old bank account that they got from an old withdrawal email from me.... Rather than using the bank account details I provided them with in the withdrawal request made on the True Blue website.. This is not the first time i've had issues with this casino not being able to locate information / documents i'd previously had to provide them causing me to go through the same thing all over again - now they want me to mess around contacting my old bank to obtain bank statements from them.

Shameful casino - I'm not wasting my time anymore being given the run around. They can keep the funds if they so badly need them. Feel free to close this matter, i'm absolutely appalled with the casino which is why i've not given them one more cent since this whole ordeal began.

Hello Larisa,

Are you sure you wish for us to stop resolving this case? In case you do, I will reject your complaint.

Dear Larisa,

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.

The complaint will be now rejected for the reasons mentioned above.