The player's winnings from a bet weren't credited due to a technical error. The casino contacted the game provider with the aim of investigating the issue. Not long afterward, the player informed us that the disputed winnings were credited to their account. The case was closed as 'Resolved'.
TrueFlip.io Casino - Player's winnings were not credited.
Amount: €124
TrueFlip.io 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
1 year ago
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1 year ago
Translation
Hello, I made a bonus buy in the game "fire hopper" and paid 124.44 euros. Unfortunately, the winnings were not credited to my account. I also have photographic evidence and I hope you can help me clarify the situation. I no longer have access to the player account because I chose to self-exclude due to high losses
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1 year ago
Hello Lolo777,
Thank you very much for submitting your complaint and I'm really sorry to hear about your issue with TrueFlip.io Casino. Please allow me to ask you a few more question before we would move forward.
Could you please advise if you contacted the casino after the error right away? How long after that did you close your account? What was your exact balance when you closed your account and did you receive that amount from them already?
Looking forward to your answer.
Regards,
Nick
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1 year ago
Translation
Hello Nick,
I contacted support immediately after the incident and was told they would take care of the issue. The error occurred on 08/08/2022 and I still haven't heard from support. I also have photographic evidence that clearly demonstrates this win. In the account, nothing was visible about the profit and it is 100% missing. After I won there was an error message in the game. My balance on the account was 0€.
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1 year ago
Thank you Lolo777 for all the information. I will now forward your complaint to my colleague Andrej who will be assisting you from now on.
Wish you best luck resolving it.
Regards,
Nick
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1 year ago
Dear Lolo777,
I’m sorry to hear that you’ve encountered an error in the game. I’ll contact the casino and see if I can help.
I would like to invite the representatives of TrueFlip.io to join this conversation.
Dear casino team,
Could you please clarify the situation and state why it seems that the winnings from the game round (that took place 8/8/2022,16:24:20) weren’t credited to Lolo777’s gaming account?
Any relevant evidence can be forwarded to andrej.p@casino.guru.
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1 year ago
We would like to ask the Casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’.
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1 year ago
Hello Casino Guru Team,
At our system, we see that a win this round was €3.32 and there was the following rollback.
Thus, we need to clarify the situation and request the data from the provider, as the player's information and ours differ. We are waiting for the answer from the third side now.
Thanks,
True Flip Casino
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1 year ago
Translation
The money is now on it and the case can be closed. Thank you for the help!🙂
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1 year ago
Thank you, TrueFlip.io Casino team, Lolo777, for the replies. We’re very glad to hear the good news.
As the issue has been successfully resolved, we will now mark this complaint as 'Resolved' in our system.
Lolo777, thank you for using the Casino Guru complaint resolution center, and 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.
Best regards,
Andrej, Casino.guru
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