TrueFlip Casino - Player claims that payment has been delayed.

Hello. The casino does not want to pay out the winnings. I passed the verification a long time ago and I have been waiting for the winnings for more than two weeks. They answer they have had technical problems for more than two weeks.

Dear SERZ15,

Thank you very much for submitting your complaint. We are sorry to hear about the issue with your withdrawal and understand your concern. However, please bear in mind that it’s quite usual for withdrawals to take a couple of days or even weeks to get fully processed. This means that it may take some time before your money appears in your account. This delay may be caused by unfinished KYC verification or a high volume of withdrawal requests.
That’s why we advise players to be patient, cooperate fully with casino, and wait at least 14 days after requesting their withdrawals before submitting a complaint.

If your account has been successfully verified, your game history checked, your withdrawal approved by the casino, and you still haven't received your winnings by 14 days since requesting the withdrawal, we will intervene and do our best to help you.
Thank you in advance for your patience and understanding.

Best regards,
Complaints Resolution Center

Dear SERZ15,

Have you received your withdrawal from the casino yet?

No I haven't received it 14 days have passed

They say funds have been pending for over 14 days

Thank you for your reply, SERZ15. Have you made any successful withdrawals before? Have you accumulated your winnings with or without an active bonus?

Could you please forward all the relevant communication between you and the casino to kristina.s@casino.guru? Alternatively, you can post it here. Thank you in advance.

Hello. I sent you. Here is today's

no, I didn’t draw conclusions before. no, I didn’t play with bonus funds, I didn’t use the bonus.

Thank you very much, SERZ15, for your cooperation. I will now transfer your complaint to my colleague Tomas (tomas.k@casino.guru) who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.  

Hello SERZ15,

I have reviewed your case and will contact the casino to see if I can help.

We would like to invite TrueFlip Casino to join the conversation and participate in the resolution of this complaint.

Dear TrueFlip Casino,

Can you please provide an update on the status of the player's withdrawal?

Thank you.

Kind regards,

Tomas

I would like to close the dispute since the funds have been received

Dear SERZ15,

I'm glad to hear that your issue has been resolved successfully. I will now mark the complaint as 'resolved' in our system. 

Thank you for your cooperation, and please do not hesitate to contact our Complaint Resolution Center if you run into any issues with this or any other casino in the future. We are here to help.

Best regards,

Tomas