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

Requested withdrawal back on the 19/02 and still hasn’t been approved.

Hello Taylor,

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

Can you please tell us which casino's VIP room is Azure Hand Casino so we can link it with the complaint?

Is this your first ever withdrawal request in the casino? Is your account already verified? Did you use any bonus to accumulate your current balance?

Please note that we usually recommend to wait at least 14 days after finishing the verification if it's your first ever withdrawal request as the casino requires additional check to process the payment.

Looking forward to your answer.

Regards,

Nick

I know that azure hand casino use to be called true blue casino. Not my first withdrawal, my account was already verified. I used a deposit match bonus but had well and truly wagered the amount i had too and did not break any rules whilst playing !

Thank you Taylor for all the information. I will now forward your complaint to my colleague Branislav who will be assisting you from now on.

Wish you best luck resolving it.

Regards,

Nick

Thank you !

Hello, Taylor,

I am sorry to hear that your withdrawal has been delayed. I will contact the casino and try my best to resolve the issue as soon as possible. Now I would like to invite the casino's representative to join this conversation and participate in the resolution of this complaint.

Dear casino,

Could you please state the reason why the player's withdrawal has not been fully processed yet and what is the estimated time frame for processing the payment?

Thank you in advance for providing the information.

Greetings all,

I had this reviewed by the requisite department and we have approval and payout back to the depositing card ending in 9197 as of yesterday. The win itself is from a weekly cashback bonus with a maximum withdrawable value of $177, $162 was the total payout amount after the service fee of $15.

Best wishes,

Nick and True Blue

I won $5000 off a $60 deposit and i withdrew it to crypto! I fidnt get weekly cash back

Hello, Nick and True Blue,

What exact bonus was used by the player, please? Is it visible somewhere in the gameplay/transaction history in the player's account? Where can I find complete bonus terms and conditions for this bonus offer?

Greetings all,

Unfortunately some types of bonus transactions do not show up in the player transaction log due to the way they are credited on the casino backend (as is the case in this situation). As to the method of withdrawal, it was the simplest available. The player qualified for it and it was the most expeditious since no further information was required to complete the transaction.

Supporting documentation showing the weekly insurance deposit on a zero balance, the win, and the subsequent withdrawal request have been submitted to the casino.guru team for verification.

Best wishes,

Nick and True Blue

I was provided with the transaction history from your account that support Nick's statement above. Indeed, the Weekly Insurance Deposit offer was applied to your casino account, Taylor. The winnings were collected by using this offer.

Dear Nick,

How was the player informed about the maximum cashout limit from this bonus? Was she informed about the maximum cashout limit?

Is a player able to read the terms and conditions for this bonus offer anywhere?

Greetings all,

Unfortunately the terms and conditions (and the website itself) are no longer available online however the bonus terms for Weekly cashback were available at the time of bonus deposit and play as well as detailed in the confirmation email issued at the time of bonus deposit.

Best wishes,

Nick and True Blue

Greetings,

Thank you, Nick, for the explanation and for providing all data.

Dear Taylor,

If it is not stated otherwise in special bonus terms, the weekly cashback bonus comes with 2 times the maximum allowed withdrawal (minimum $100).

Could you please confirm you have already received the payment of $162?

Dear Taylor,

Can you please answer my question? We are extending the timer by 7 days. Please, be aware that in case you fail to update the status of your complaint in the given time frame, we will consider it resolved and will be closed.

We are looking forward to hearing from you.

No i was given the weekly cash back after my withdrawal requests

Dear Taylor,

What are you talking about, please? Can you see those dates? You were given the cashback on the 13th of February and you requested the withdrawal on the 19th of February. This is really clear and there is not any other cashback ("Weekly Insurance Deposit" bonus).

So, as it was already stated - if it is not stated otherwise in special bonus terms, the weekly cashback bonus comes with 2 times the maximum allowed withdrawal (minimum $100).

Could you please confirm you have already received the payment of $162?

I have not received the $162

sorry i was ready the dates the wrong way

Dear Nick and True Blue,

Can you please check this on your side? Was the payment completely processed? Can you please provide us with the payment confirmation and/or payment data?

Greetings all,

According to our records it was confirmed delivered however we have sent an email requesting bank statements for the card in question ending in 9197. If for some reason the funds didn't arrive we will be happy to rectify the situation. Check your email box Taylor, one of my agents has reached out to you for the necessary documentation.

Best wishes,

Nick and True Blue

Thank you, Nick, for the update.

Dear Taylor,

Did you find the mentioned email? Are you able to provide the casino with the necessary data/documents, please? I am afraid there is no other option for how we could move forward. In this case, your cooperation is required.

I have not recieved the email

Did you please check all email inbox folders in the email that was used for registration in True Blue Casino?

In case you really did not get the mentioned email, I can help you.

Could you please provide me with the complete transaction history for the payment method connected with the depositing card ending in 9197? It would be highly appreciated if you can provide us with the documents/data valid from March 29, 2022, to today. Payment method details and also your personal information should be visible there.

You can send me the necessary data to branislav.b@casino.guru.

Dear Taylor,

Could you please provide me with the necessary data? We are extending the timer by 7 days. Please, be aware that in case you fail to update the status of your complaint in the given time frame, we will reject it.

Looking forward to hearing from you.

Unfortunately, we are forced to reject this case because the player has not responded to our messages and questions. Therefore, we are not able to proceed with a further investigation or suggest possible solutions. Also, the disputed amount will be amended to $162.

The player can reopen this complaint anytime.

Thank you, Nick and True Blue, for providing information and cooperation.

Best regards,

Branislav, Casino.Guru