The player from British Columbia had a pending withdrawal amount of $600 for over a month, despite having a verified account and a history of successful withdrawals. The player had used a deposit bonus to accumulate the winnings. Despite our repeated efforts to communicate with Truenorth.bet Casino, we received no response. Consequently, the complaint had to be marked as 'unresolved'. We had suggested the player to contact the Kahnawake Gaming Authority for further assistance.
Truenorth.bet Casino - Delayed withdrawal for a player.
Black points: 43
Amount: $600
Truenorth.bet Casino
Safety Index:Below averageSafety Index
In line with our review methodology, we calculated the casino’s Safety Index based on more than 20 factors, including its financials, fairness of T&Cs, player complaints, and more. The higher the Safety Index, the more likely you are to receive your winnings without issues.
5.2
Truenorth.bet Casino has a Safety Index of 5.2, which makes it a casino with a below-average level of safety. Explore this casino’s Safety Index
Unresolved
Our verdict
No reaction policy, good regulator
UNRESOLVED
Case summary
6 months ago
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9 months ago
Hi!
I played at this casino with a bonus, it was the second deposit bonus.
Played only slot games, I know the rules.
I have already received withdrawal before.
600$ pending 20.01.24
Please help me with the withdrawal.
account verified
Screenshots in the attachment.
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9 months ago
Hello lodotre,
Thank you very much for submitting your complaint and I'm really sorry to hear about your issue with Truenorth.bet Casino. Please allow me to ask you a few more question before we would move forward.
Could you please advise if your account is already verified and if yes, since when exactly? Did you accumulate your winnings with real money or did you use a bonus? When was the last time you spoke to the casino and what was it about?
Looking forward to your answer.
Regards,
Nick
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Sensitive attachment
9 months ago
Hello!
1. My account was verified before making the second deposit, and second withdrawal. While I was waiting for the withdrawal, my driver's license expired. I submitted my passport and my account was verified for the second time since February 10th. (I have correspondence with the casino)
2. I used the second deposit bonus. ("2nd 300% up to $1,500 in bonus")
3. Yesterday I again received a response from the casino. (screenshot)
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8 months ago
Thank you lodotre for all the information provided. I will now forward your complaint to my colleague Dominika (dominika.l@casino.guru) who will be assisting you from now on.
Wish you best luck resolving it.
Regards,
Nick
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8 months ago
Hello lodotre,
This is Dominika and from now on, I will be taking care of your complaint. I have reviewed your case and I would like to invite Truenorth.bet Casino to join the conversation and participate in the resolution of this complaint.
Dear Truenorth.bet Casino,
Can you please provide an update on the status of the player's withdrawal request?
Best wishes,
Dominika
Casino.Guru
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8 months 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’ which may negatively affect its rating.
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8 months ago
I have tried to contact the casino repeatedly but had no success. I’m afraid there is not much that can be achieved without cooperation from its side. I will mark the complaint as "unresolved" in our system. I understand this isn't a satisfactory solution to your issue. However, the decrease in the rating caused by unresolved complaints might help to change the casino's approach. If the casino decides to react, we will reopen the complaint, and you will be notified by email. In the meantime, I recommend you contact the Kahnawake Gaming Authority (https://gamingcommission.ca/interactive-gaming/complaints/) and submit a complaint to them. The Gaming Authority has more options and tools to help players. Please let me know if you need help with submitting the complaint or how they responded if you can do it on your own (dominika.l@casino.guru). I am sorry I could not be of more help on this occasion.
Best regards,
Dominika
Casino.Guru
