The player's winnings bet was not credited due a technical issue. The complaint was closed as there was no proof provided by the player.
TrueFlip.io Casino - The player's winnings bet was not credited.
Amount: €166
TrueFlip.io Casino
Safety Index:LowSafety Index
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4.8
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Case closed
Our verdict
Insufficient evidence from player
REJECTED
Case summary
2 years ago
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2 years ago
Translation
Hello, I was playing Gates of Olympus on the site and after playing the bonus game or round I noticed that the winnings of 166 euros were not credited to me. I immediately contacted support, including screenshots and receipts for the round played. That was exactly on 05.08.'22. I was informed that the problem would be processed and would take 2 days. It's been over 6 weeks now and I haven't received anything. I have already contacted the support / vip manager and all kinds of people at least 20 times but I am only put off by saying that I will receive a message that the problem is being processed ...blablabla. The site pisses people off. I want my 166 euros. Please help me!
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2 years ago
Hello mariomontag454,
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 what game have you been playing? Is the win visible somewhere in your betting history? When was the last time the casino contacted you regarding this issue and what was it about?
Please forward all the evidences to nikolas.b@casino.guru.
Looking forward to your answer.
Regards,
Nick
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2 years ago
Translation
Hello thank you for taking care of this so quickly. It wasn't gates of Olympus but Christmas Big Bass Bonanza on 08/05/22 with a stake of 2.10 euros. The profit (166 euros) from the spin was not credited to my balance. The casino never got back to me after that, only the day I reported the problem. I should send the game session in which the problem occurred. Every 2 days he asked support and got the same messages every day; the problem had been forwarded and in progress more could not be told, I would receive an e-mail. I must have gotten this 20 times as an answer until yesterday when I last contacted support. I should be patient until I get an email. (nothing until today)
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2 years ago
Hello mariomontag454,
Did you also create a screenshot of the winning spin? Based only on game history it looks like the bet was simply lost.
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2 years ago
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No how should I have done this!? I'm definitely not making this up and I'm asking every day....
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2 years ago
Hello mariomontag454,
Unfortunately yes you should have as without any relevant proof our hands are completely tied. If your betting history shows no win and there isn't any proof, it is basically impossible to determine whether there was or wasn't a win.
In this case the only thing you can do is to contact directly the game provider of the game you played as they should have your game log history.
I'm sorry that we weren't able to help but without proof we can't move forward and we will be forced to reject the complaint.
Regards,
Nick
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2 years ago
Translation
That means a casino player would have to take a screenshot of the win with every win, every spin!? How else is this supposed to be proven? This makes it easy for any casino to cheat players out of their money. Makes no sense in my opinion, so the casino can do whatever it wants!!!
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2 years ago
Hello mariomontag454,
This is not really a casino related issue, more like a game provider issue. Such malfunctions happens very often and in case of any technical error or issues it's best to create as much evidence as possible otherwise it is not possible to prove anything. If the betting history/log do not show it, nothing can be done without a proof.
I can really only recommend you to contact the game provider directly as they are able to check your entire log and find the miss placed bet.
We will be now closing the complaint due to insufficient evidence. I really hope you will be able to solve the issue with the provider.
Best regards,
Nick
