The player from Germany is experiencing difficulties withdrawing his funds due to a limited availability of payment methods. He got paid after communication with Casino's support.
TrueFlip.io Casino - Player’s struggling to withdraw his winnings.
Amount: €90
TrueFlip.io Casino
Safety Index:LowSafety Index
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Resolved
Our verdict
Case closed
RESOLVED
Case summary
3 years ago
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3 years ago
Translation
I made a bank deposit on March 24th, 21st and wanted to pay out again with a bank payout according to the casino rules.That casino broke my payout 3 times due to an alleged error in the live chat However, only with the method of depositing a small amount no problem I had already experienced with other casinos so I paid 10 euros with ecopays then I paid out it was 90 euros then you want to have fees for the payout at once 3 percent is me no matter I want to pay out, I wrote in the chat so make a new payout because you canceled again I did that 6 more times with fadnschiegen excuses the casino my payouts were canceled again and again, sometimes it was an update, sometimes a computer error, then all of a sudden you wrote them could offer me to make a bank payout because ecopayz probably not if I didn't care, I wrote ok, said done, it’s been there for 2 days and nothing happens
I'm practically fully satisfied because I had already gotten a payout of 250 euros to the ecopayz account before I thought it went é without problems now I wait and I wait and the casino keeps pushing it on until the end of the week is over to say yes is the end of the day the finance department is not working i have already played at a thousand casinos but i have never experienced anything like that
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3 years ago
Dear Stephan,
Thank you very much for submitting your complaint. I’m sorry to hear about your withdrawal issue.
Please understand, that the variety and accessibility of payment methods are not managed by the casino exclusively. Several factors as the Licensing Authority, geolocation, and contracts with the payment providers and bank restrictions, all have a major influence. If a payment method was available for deposits it doesn’t mean necessarily, that it will be offered for withdrawals too.
We will contact the casino and ask for their cooperation in resolving your problem, but, before we do so, could you please confirm that your account has been fully verified? Do I understand correctly that your withdrawal is pending for approximately two weeks now?
I hope we will be able to help you to resolve this issue as soon as possible. Thank you in advance for your reply.
Best regards,
Petronela
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3 years ago
Translation
I had already paid in with a bank deposit and then with a bonus that I played through, I wanted to withdraw but the casino said I could not withdraw with bank transfer so I should deposit a small amount in my case 10 euros, I did that and then paid on ecopayz I also paid in the gin pretty quickly for 2 days and I had my money on my ecopayz account I thought that's good then I can now make a payout without paying in with ecopayz even though I paid in with bank transfer the casino broke my payouts on ecopayz 6 times until a chat employee asked that I should pay out to bank transfer but only the casino could do that itself then I paid for bank transfer a casino employee told me beforehand it would take a maximum of 2 days for the third day I asked again about it was told by the casino that it would take another 1o days That has nothing to do with German players because the casino could have paid out on ecopayz as before. That was just a delaying tactic, especially since I had paid another 10 euros to pay out on ecopays again
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3 years ago
Thank you very much, Stephan, for providing all the necessary information. I will now transfer your complaint to my colleague Viliam 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.
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3 years ago
Hello stephan,
I looked at your complaint and will do my best to help you. I would like to invite Trueflip Casino into this conversation. Casino, can you please specify what is the problem with the player’s withdrawal?
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3 years ago
Hello, dear Casino.Guru team! Hope that you are well. 🙂
Our support contacted Stephan and solved all the issues.
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3 years ago
Translation
the money reached my account now i wrote to the casino they had actually taken 30 euro fee they say that was the bank but they sent me a screnshot of the transfer and it said merchant fee 30 euro if i'm not completely stupid, merchant is the shop of to whom it was paid and not the bank they have now paid me 30 euros to my casino account as an excuse, but I'm still angry that a bank transfer took so long
best regards stephan p *******
Edited by a Casino Guru admin
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3 years ago
Dear stephan,
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,
Viliam Casino.Guru
