TrueFlip.io Casino - Player complains that he didn’t receive Free Spins.

The worst casino.

When I tried to get the first deposit FS, I got an error message even if I clicked it, and when I asked support, it was a difficult problem that other casinos could not do due to identity verification, and even after that, I could not get FS.

If you ask support for more than 14 days, you will be told that you will find a solution sooner and will contact you. It is a sloppy casino that has been left unattended for more than 14 days, for a total of more than a month.

Dear 72HITMAN72,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. What was the exact reason why a promotional offer couldn’t have been applied to your account? Have you tried to communicate this issue with casino? If there’s any relevant communication, please forward it to petronela.k@casino.guru.

Meanwhile, please understand, that we can’t penalize the casino for not giving you a bonus automatically.

Thank you in advance for your reply and I hope we will be able to help you as soon as possible.

Best regards,

Petronela

hello. I was told that I would contact support many times, and that support would also tell the team in charge of the cause and contact me immediately by email, which has been repeated many times for more than a month.

Thank you, 72HITMAN72, for your reply and email. Could you please clarify the dispute value (¥4,400)? What does this amount represent?

hello.

We apologize for the delay in contacting you.

The amount is 2400 yen at the beginning, and then you can get FS for 20 euros or more instead of 2000 yen from support. So I added 2000 yen and made a deposit of 20 euros or more.

It was a lie and I didn't get FS after all ...

Thank you very much, 72HITMAN72, for providing all the necessary information. I will now transfer your complaint to my colleague Branislav (branislav.b@casino.guru) who will be at your assistance. I wish you best of luck and hope to see your problem being resolved to your satisfaction in the near future.  

Thank you. I'm sorry to have been busy.

Hello, 72HITMAN72,

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 TrueFlip.io Casino's representative to join this conversation and participate in the resolution of this complaint.

Dear TrueFlip.io Casino,

Could you please state the reason why FS have not been credited to his casino account?

Thank you in advance for providing the information.

hello. I received an email like this.

I'm not sure why I contacted CASINO GURU suddenly because I reported to CASINO GURU why nothing was done in the last two months. I haven't replied yet.

Dear 72HITMAN72,

We have sent you an email - please, take a look at it as soon as possible. We are happy to plug you into processing our mutual case.

Dear Casino Guru Crew, 

Unfortunately, we have a technical error in a system with this bonus. That’s why we could not give FS to the player. We are processing this case and looking for a solution. 

Thanks for your understanding.

Greetings all,

Thank you both for the updates and information.

Dear 72HITMAN72,

The issue was sufficiently explained. Did you answer the email from the casino? Did you accept the alternative solution for your problem, please?

The casino found a rational solution and is willing to compensate the non-credited FS with the mentioned "free chip" bonus. Please, let us know about news regarding the issue to move forward.

hello. For the time being, I logged in to the casino and clicked Receive. It is under review. We apologize for the inconvenience.

Can you please explain the current situation in more detail?

Was the mentioned "free chip" bonus credited to your casino account? If yes, are you able to activate and use it? Do you mean you clicked on "Receive" for this alternative bonus offer/accepted this solution? What exactly is under review, please?

hello. Yes, it's been over a day since I clicked Receive, but it's still under review ...

I'm not sure what I want to do ...

Alright, thank you for the update, 72HITMAN72.

Dear TrueFlip.io Casino,

What needs to be done on the player's side to activate the above-mentioned alternative "free chip" bonus? What is the estimated time frame for reviewing the situation on the casino's side, please? When will the player be able to use this bonus?

hello. You can now get a bonus of 30FS. Thank you for everything while you are busy.

Thank you, 72HITMAN72, for the information. However, it does not matter now. The main issue was non-credited FS due to a technical error. You were provided with an alternative bonus offer that has not been fully activated yet.

We are looking forward to hearing from the casino.

An alternative bonus offer has been offered that has not yet been fully activated. What's this? The translation doesn't seem to work and I don't understand what it means. Excuse me.

I see. There is probably a misunderstanding in the translation or in the explanation of the issue.

You sent a screenshot of the email from the casino above. It stated that the casino re-added a bonus ("Citizen ID") to your casino account. But, it is still under review, right?

Therefore, I would like to wait for the casino's response and clarification of the situation.

Thank you for your help. I got FS.

Great news! Thank you, 72HITMAN72, for confirming and for using the Casino Guru complaint resolution centre. I am very glad you have received your FS. As the issue has been successfully resolved, we will now mark your complaint as 'resolved' in our system. Although I sincerely hope it will not happen, please do not hesitate to contact us in the future if you run into any issues with this or any other casino. We are here to help.

Thank you, TrueFlip.io Casino Team, for providing information and for your cooperation.

Best regards,

Branislav, Casino.guru