The player from Netherlands had her funds vanished from the account. Player’s complaint has been resolved successfully.
TrueFlip Casino - Player’s funds have disappeared from the account.
Amount: €140
TrueFlip Casino
Safety Index:Below averageSafety Index
Casinos with a Below average Safety Index usually have an unfavorable ratio of their number of visitors to relevant complaints submitted by players. It means that this casino has probably treated some players unfairly in the past.
Resolved
Our verdict
Case closed
RESOLVED
Case summary
3 years ago
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3 years ago
during the bonus game I won about € 140, then I was kicked out of the game and after returning the winnings there was no money. I have contacted many times on the chat but they only make you wait. my win is not here.
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3 years ago
Dear Sylwia,
Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Could you please forward your game history along with any relevant communication to petronela.k@casino.guru? Please confirm that you haven’t provided access to your account to anyone else.
Looking forward to hearing from you. Thank you in advance for your understanding.
Best regards,
Petronela
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3 years ago
I had send u a e-mail . This is second time when winnings didnt back to the account . First time j reporter and casino payed back to mine account this what i win but this time they asking for waiting and waiting . I dont have execally all history , and this winning also not standing at the history , support can see it becouse i Heard on chat
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3 years ago
Dear Sylvia and CasinoGuru team!
We apologize for the inconvenience concerning the long-time investigation and we would like to provide you with some clarification about the mentioned case.
Once Sylvia has reached our support team, they have passed all needed info to the relevant department. At first, we should check it from our side, so after such investigation has been done, the win was credited to the player’s account.
We are really sorry for such situation occurred, but sometimes the relevant department needs more time for investigation as usual.
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3 years ago
Thank you very much, TrueFlip Casino team, for your assistance and help.
Dear Sylwia,
Do I understand correctly that your problem has been resolved? Do I have your permission to close this complaint or there’s anything else we could help you with? Thank you in advance for your reply.
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3 years ago
As the problem has been successfully resolved, we will now close the complaint as ‘resolved’ in our system. Thank you very much, Sylwia, for your cooperation and confirmation, and please don’t hesitate to contact us if you run into any issues with this or any other casino in the future. We are here to help.
Best regards,
Petronela
Casino.Guru
