TrueFlip.io Casino - Player’s bonus winnings disappeared.

After some time, I decided to deposit here and claim the 150% deposit bonus, which were they currently offering.

First I asked live supp, if I am eligible, and if the bonus will not expire soon, so I have enough time to wager, etc. After ensuring that everything is OK, I deposited (I think around 40€ in crypto), got around 60€ bonus, and started to play.

After a short while, my balance suddenly fell from around 70€ to cca. 10€. I was shocked and immediately asked live support, what just happened.

And here comes the most ridiculous thing on the whole case. I have never seen this during my gambling life - the only thing I have been told so far (live chat, email, any way communication) is just some variation of "bonus was forfeited for security reasons and we cannot share the exact reason with you".

I managed to keep some of my communication with them, everything could be proved. Also that the bonus was forfeited "by hand" and not by expiration time.

What level of arrogance and fraudulence must a casino or its representatives possess, to be able to

1. ensure player, that he is safe to deposit and get the bonus,

2. let him claim it

3. after he is almost on zero balance, forfeit it

4. decline telling anything about the actual reason

I noticed later that I had already a little argument with this casino in the past, also about some problem in not credited bonus (don't remember exact details). After tough fight and public calls, casino changed their opinion and added me the bonus (that I rightfully should already have, no extra provided). I consider this behaviour simply a pitiful revenge attempt.

Despite that I am open to receive finally a meaningful response and explanation - as well as, in the other fall, to receive the bonus back into my account (not expecting any extra, that would be naive at least 🙂)

Thanks in advance for your help, Casino.Guru

Dear foofoobarken,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Have you ever played with a bonus at this casino, or was this your first time?

Would you be so kind and forward the rest of the communication between you and the casino? My email address is kristina.s@casino.guru, or alternatively, post it here.

I hope we will be able to help you to resolve this issue as soon as possible. Thank you very much in advance for your reply.

Best regards,

Kristina

Hello Kristina,

thank you for your reply.

I have been playing her for at least a year from time to time (once per few weeks/months). Also, recently - few months ago - I had an argument with them about a bonus not credited or taken out, when I was absolutely eligible to have it (not sure if software bug or human mistake, but certainly their fault) and they were unwillig to fix it at all.

(I went public with the issue on another forum - and they miraclously find out, that they actually CAN fix it and reclaim the bonus to me - unfortunately, too late for them).

I should have realized right there, that this casino is not taking responsibility when it should and is making customers carry the consequences of their mistakes. However I was naive enough to fall into this trap of seemingly good deal bonus offer.

So far, I cannot help myself seeing this act a revenge from the casino for the previous embarrassment.

Thanks in advance for your help. I have just forwarded you all my communication with them via email.

Thank you very much foofoobarken for your reply. I will now transfer your complaint to my colleague Jozef who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction soon.

Thank you for your help so far, Kristina.

Hello foofoobarken.

I absolutely appreciate that you shared your experiences with the Casino Guru team. We will now try to get in touch with the casino.

Dear Casino Guru and foofoobarken!!

We are really sorry for the inconvenience that happened. As Michal used bonuses too often, the system has dedicated him to a specific group. Users, who are added to this group may not continue using bonuses for security reasons. That’s why the NetEnt Weekend bonus had been failed. As an exception, we have activated this bonus for the user, and the user played with it.

There is another bonus pending in case Michal decides to play with it. For now, Helloween Bonus is active, and Michal may use it. If any questions appear - feel free to contact our LiveChat, and our support will help you anytime!

Since Michal played with the bonus, can we consider this case closed?

Best regards, True Flip Support

I wonder, what is the point of offering bonuses often and then punish the players him for using them 🙂

The competition in the field of online gambling is tough, but you are surprised, when someone claims a bonus even for every his deposit. If you mind, then stop creating such offers. I am afraid players would be heading elsewhere very quickly.

Anyway - I can confirm what the representative says, I have received the bonus and played with it - therefore, we can consider this case solved.

However, I would like to point this out warn other players, that they could possibly also experience this casino placing some kind of restriction on their accounts, and they may not be able to find the reason or to receive any assistance or help from the casino at all.

And of course, thank you, Casino.guru for helping me sorting this out!

Dear foofoobarken,

Thank you for using the Casino Guru complaint resolution center. We are glad to hear that your issue got resolved. We will now mark it as 'resolved' in our system. 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, but I hope you won’t come across a problem like this again.

Best regards, Jozef