Truenorth.bet Casino - Player’s account has been blocked.

Hello I have a complaint against true Noth.bet as I won 20003 $ in the casino and they block my account .. as they block my account before as well wen i have balance of 4300 $ and they say I have to verify my self .. so I sent them all the papers and I got fully verify at that time I won 4300$ and I start playing again and I won again and my balance goes to 20003 $ and now they block me again .. as I am fully verified I cannot withdrawal the money wen I went to live chat they said there withdrawal is not working ... I never seen any casino were withdrawal don't work ... they said they will email me shortly .. but they haven't email me I email them 2 to 3 times but haven't got reply back .. and now u I cannot even go to chat to coplaint them

As they r waiting time purposely so my withdrawal get delayed

Can u pmz help me to get my winning plz as I told them I don't wanna play at there casino anymore they pay me and close my account

Thanks iw I'll be waiting for the reply

Dear sunnykuk81,

Thank you very much for submitting your complaint. Foremost, allow me to congratulate you on your great win.

Please understand that it is a common procedure for casinos to audit players’ accounts, particularly, after accumulating a substantial win. From our experience, it may take 14 days, but every casino is different and has its own procedure which needs to be followed. That’s why we advise players to be patient and fully cooperate with the casino.

Could you please advise if you have redeemed any promotional offer when placing your last deposit?

Hopefully, we will be able to help you as soon as possible. Looking forward to hearing from you.

Best regards,

Petronela

Hello petronela. How are you .. I never use any promotion or any bonus

Hello petronela it's been 4 days still they haven't unblock my account .. I never see any casino like this who block ur account and they don't even reply ... I ask live chat agent ppl they just say they have no update .. and they will get back to me via email on this .. can u plz look into this matter with casino wats going on it will be helpful thanks

Will wait for this

Thanks

Thank you very much, sunnykuk81, for providing all the necessary information. I will now transfer your complaint to my colleague Tomas (tomas@casino.guru) 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.  

Thanks petronela

Hello sunnykuk81,

I will assist you with this complaint from now on. First, I'll contact the casino representative in order to learn why your account was blocked. I hope I'll be able to help you, so you can enjoy your win.

Truenorth.bet casino,

Could you explain why sunnykuk81's account was blocked and his winnings withheld?

Thanks Tomas... there isn't any reason for block .. they block first time and I provide them with all my documents and they fully verified me and they reopen my account after that and i start playing again wen they see I won again they block my account again after 2 hrs.. its been 6 days now they only say they don't have any news from compliance department .. wen will my account get unblock .. they will email me once it get unblock .. and wen I ask the reason they don't have any reason either... why they block my account

Hello Sunnykuk81,

We completely understand that it can be frustrating to have to wait, however we have a duty to comply with Licensing regulations and related risk assessments to ensure our site remains safe and fair for everyone to enjoy.

We confirm we did receive your ID documents and they were verified, however ID document verification doesn’t provide immunity from regular account reviews and audits. To clarify, your account is not blocked or closed, you still have access to it and all information within. Only certain functions have been temporarily suspended pending completion of our review. This is typical procedure and not specific to your account.

Further, we have in fact responded to your chat inquiries, and have confirmed repeatedly that once the review is complete we will notify you of the results.

Once again, we appreciate that it can be difficult to not receive immediate answers. While we try our best to complete account reviews as fast as possible, each case is different and some simply take longer than others.

Sincerely,

truenorth.bet

It's been 11 days you guys saying the same thing I don't know wat kind of investigation is this .. I never seen any casino doing this .. you guys block my account first day wen I won 4300$ and reopen after 3 days .. and fully verified me .. and then I start playing again and after 2 hrs u guys block me again .. so it doesn't make sense here .. y u guys have to block me again after 2 hrs .. because u guys see that i am winning again .. After that it been 11 days I keep asking you guys wen will u guys unblock my account but u guys saying the same thing over and over ... investigation in process ... I submit all my documents and you guys fully verify them ... so give me some time frame wen will your investigation will be complete and wen I can withdrawal my winnings

Thanks

Plz casino guru ( Tomas) ask them to give me some time frame wen will they unblock my account to withdrawal my winnings

Thanks again

Hello all,

Thanks for the reply to Truenorth.bet Casino team.

While we acknowledge that account reviews might take place, it's also fair to provide a timeframe for these.

Would you be able to provide a timeframe for Sunnykuk81's account review, please?

Dear Sunnykuk81,

We’d like to inform you that we’ve completed our review and investigation, and consequently the temporarily suspended functions on your account are now accessible to you.

We understand that the review took longer than would be desirable and fully appreciate that waiting for results can be nerve-wracking. Our goal is always to provide the best possible gaming experience for our customers (which is why we use Live Human Support!), but as previously mentioned, while also adhering to strict regulatory requirements and risk-based controls and procedures.

In the case of your account your site activity set off flags which we had to review internally and with our 3rd party vendors, and on top of that we had to investigate your several recent public admissions of gambling addiction. We take our Responsible Gambling duties seriously and take great care to ensure our site remains both enjoyable and safe.

Once again, we recognize the review process was lengthy and do appreciate your patience, but we confirm it is now complete and you may continue enjoying the site and your winnings at your leisure.

Finally, our support team will be sending you some Responsible Gambling documentation which we urge you review.

Sincerely,

truenorth.bet

Hello casino guru ( Tomas ) ..yes I confirm that they unblock my account and today I played more and won more and I request for withdrawal .. but I am waiting for them to process my withdrawal.. I want to still reopen the case until I get fully paid ...

Thanks Tomas ( casino guru ) for help ..

I will let you know wen they start process my withdrawal .. As the live agent told me it will be done in 2 to 3 days so I am waiting

I will update you if I don't recieve the money

Thanks

Hello all,

Thanks to both parties for the reply and thanks to Truenorth.bet Casino for the cooperation.

Sunnykuk81,

Were you able to progress with the withdrawal since your last message? Do you still require our assistance with it?

Yes casino guru ( Tomas ) they haven't process my withdrawals yet and I email them 2 to 3 times and no reply yet .. they are delaying my withdrawals ... wen I go on live chat and ask them... they again say same things .. we have no information yet .. we will let you know wen we have something ... as first they block my account for 15 days and now they are not processing the withdrawals...

Thanks

Plz ask them wats going on ..

Thanks for the update, Sunnykuk81.

Truenorth.bet Casino team,

Could you provide us with an update on Sunnykuk81's withdrawal request? What's causing it to be delayed?

Hello Tomas I got the email from casino .. Now they saying they have some technical issues in the withdrawal.. my withdrawal is in queue.. now again they have something new to delay my withdrawal can u plz ask them .. y they keep making excuses everytime .

Thanks

Hello Tomas ( casino guru ) they email me today and they told me about that there payment system have some issue and they cannot process the withdrawal now and they said they mention me in chat .. they told me about there issue 25 days ago in live chat wen I first request for withdrawal and now they r saying the same thing ...wen they r not paying me .. they come up with same excuse and its been 25 days and they saying there payment method is not working .. I cannot believe this that there payment system is not working from 25 days ...how they paying other players .. they just lie ... and dealy the process of paying ... first they block my account for no reason for 20 days and now they are not paying me and comes up with new issues every time ...

I never seen any casino like this.. .. plz ask them to pay me as it's been 25 days now I haven't get paid my winnings and they keep delaying the process by purpose ..

If they cannot pay me through intrac plz ask them to pay me via bank trasfer.. I can send them details

I will be waiting on this

Plz reply to this

Thanks ( Tomas )

Hello Sunnykuk81,

I contacted the casino representative regarding the payment issue, but haven't received any reply so far. Please let us know if there was any progress from your side since your last message.

No Tomas it's still same .. No progress.. I email them yesterday as well but they don't reply .. I am sure they lying about the issue ..

My total winning is now 56000$ .. that they have to pay me .. and also there deposit is working with intrac .. only withdrawal is not working ..loll... they lie everyday ... they don't wanna pay the winnings. .. very bad casino

Hello Tomas I went to live chat today the person Ella came on live chat and wen she saw me on chat she close my chat and don't even bother telling me anything about my withdrawal.. so can u plz tell me wat should be the next step .. for me because I don't see that they going to pay me .. like this ... should I complaint against them for lisencing department as I have already talk to my lawyer for this ... and sending them all the chats and screen shot but I am waiting for your advice here

Wat should you say and did any chance they reply you on my withdrawals

Plz let me know Thanks I am waiting

Hello Sunnykuk81,

I spoke briefly with the casino representative, and their only message was that your withdrawal is being worked on. I didn't receive any reply regarding whether you should use an alternate payment method or any similar information. Hopefully, we'll receive a reply regarding your issue soon. Please, stay patient.

Thanks Tomas for the reply .. I will wait for your new message ...and also did they tell you any time frame .. will they be paying me this week .. because it's been so long they say same thing we r working on ur withdrawal... so plz ask them to give the time frame wen will the issue resolve and wen will they pay me

Thanks again

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.

Hello Tomas Any update from casino

Dear Tomas,  

We’d first like to thank you and Casino Guru for your efforts to mediate this matter. We’re writing to advise that our Dispute Resolution Policy obliges us, as well as the player, to follow the protocols established by our licensing body, the KGC. Despite the fact this player has contravened truenorth.bet’s Terms and Conditions and has publicly slandered the site, we nonetheless remain committed to providing a mutually satisfactory resolution. The matter is now progressing through the KGC and resolution will occur through that avenue.  

Thanks again for your help. 

Sincerely, 

truenorth.bet

Hello all,

thanks for the comments from Truenorth.bet Casino.

Sunnykuk81,

please let us know how the Kahnawake Gambling Commission is involved in the issue and if your withdrawal is proceeding to your satisfaction.

Hello Tomas( casino guru ) they approve two withdrawals for now and I am waiting for 3rd one ...

Thanks for the good news, Sunnykuk81.

Let me know when your withdrawal is complete, and the money reaches you. I am looking forward to your reply.

Dear sunnykuk81,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

Hello Tomas I will update you wen the withdrawals will complete

Thanks

Hello sunnykuk81,

Do you have any news regarding the withdrawals? Can we consider the issue resolved? Please let us know! Much appreciated!

Dear sunnykuk81,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

It appears that this issue may have been resolved, but without confirmation from the player, we are forced to reject this complaint.

The player can reopen this complaint anytime.