True Blue Casino - Winnings from the bonus play have been cancelled.

I used a VIP code that was single playthrough and bonus amount removed at time of withdrawal. I won around $4000 on Cash bandits 3 and around $1,000 on Sweet 16 and the same on Voodoo magic. I withdrew $2500 and bonus and withdrawal fee was removed from my account. I then played on video poker and lost $800, moved on to other machines and had a balance of around $700. I went to bed and woke up to find the $700 was gone and $50 only was there. Live chat advised that my withdrawal was denied and the $700 was removed and my original deposit left. I asked why and they said "because you played video poker". Now apparently the code states "slots and keno only". Well in Australia, we refer to "slots" as poker machines and that includes video poker. This casino markets itself towards Australian players so they need to use our terminology. Also, I lost on video poker. All my winnings were from other slots and my bonus was removed at the time of requesting the withdrawal so isn't the remaining money then mine?

I emailed them and they ignored me until just now. I got an email saying my account was verified and to go to live chat about my withdrawal. Only problem is I cannot login anymore. It seems I am blocked.

I am a health professional working hard during this pandemic and this is how I am treated. I am saving lives and this cadino is robbing people. If you can please help me, I would appreciate it. Please warn others: Do not play at Trueblue casino.

Hello Judy,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. I understand your frustration, however when you check the promotion for the VIP code, it says Pokies bonus:

Sadly, you played a game that was not allowed, and there is not much I can do to support your case at this time. I would strongly recommend reading all the T&Cs carefully and discussing with the casino's support in case you are not 100%sure, before you start playing to avoid any misunderstandings in the future, but I will contact the casino to pay more attention to terminology, for Australian players.

The only thing here we could help you with is the blocked account, so please let me know. Looking forward to hearing from you.

Best regards,  

Kristina

Dear Judy,

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

Unfortunately, we’re forced to reject this case because the player hasn’t responded to our messages and questions. Therefore, we’re not able to proceed with further investigation or suggest possible solutions.

The player can reopen this complaint anytime.