Home Complaints True Blue Casino - Player’s struggling to withdraw his winnings.

Amount: A$580

True Blue Casino - Player’s struggling to withdraw his winnings.

7.6/10 Good reputation Submitted: 26 Apr 2020 | Resolved : 19.06.2020
Our verdict

Case closed

RESOLVED

Case summary

9 days ago - 19 Jun 2020

The player from Australia is experiencing difficulties completing the account verification due to additional required documents. The extra verification is mandatory if a player was born in a foreign country. The issue was resolved, the player received his winnings.

Written by Peter M
Casino analyst and complaint specialist
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I received email from True Blue casino upon my request on how to withdrawl money and there reply was that I have to send details of my bank account and some personal(including picture of my driving license) which I have done already but the main requirement was that if you born in other country then the country you played then have to provide more documents for which I asked them via email but no response from Customer support. Seems like I have lost $350 and won't get any money which I won.



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Dear Saf,

Thank you very much for submitting your complaint. I’m very sorry to hear about your problem. We will contact the casino and ask for their cooperation in resolving your problem, but, before we do so, could you please specify how many days ago you have requested your withdrawal and entered the verification process?

In the meantime, I would suggest checking our review for the True Blue Casino: /True-Blue-Casino-review


„The whole casino group targets mainly United States and Canada. Because of this, all of the casinos in this group casinos share two specific traits – lower withdrawal limits per week and long waiting payout times. You should expect the first withdrawal to take a long time (in some cases even one or two months)."


„That being said, we advise all players considering playing with this group of casinos that they should be prepared for longer-than-usual waiting times. If you have the option, we recommend using Bitcoin or Neteller payments, which are more reliable and somewhat faster."


Nevertheless, I believe we will be able to help you to resolve your problem as soon as possible. Looking forward to hearing from you.

Best regards,

Petronela

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Hi.

Re 1. I requested money withdrawal on 24March2020 which was 4 days ago.

Re 2. I did verification process on same day of withdrawing money(4 days ago)

After verification process,There represtantaive asked me via email to send my Prof of residency(even tho I have send my driving license to them upon their request) but still casino Reprsentataive asked for Prof of residency.As the question was not clear to me I replied on the email saying 'if you can elabaorate that what type of prof of residency you asking for' and this email I sent them Sunday and since then no reply from them.However far safe side I send them my Interanat bill which have my details(prof of My living address) etc.

I send internet bill cause on you website somewhere I read that, this is possible that receiver have to provide utitlty bill if casino ask for further prof of living so that is why I did this.

Hope I will get my money back soon.


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Dear Saf,

Please understand that KYC is a very important and essential process, during which the casino makes sure that the money is sent to the rightful owner. None of the serious and licensed casinos takes KYC lightly. It seems that the casino has a strict verification process, but it's not unusual. I would suggest contacting the casino and find out what documents exactly are required and provide them in best possible quality and as soon as possible. If all the data is correct, there should be no reason for the casino to delay your withdrawal. 

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Well I did asked to Casino representative that what kind of prof of residency required to in reply of the Email they sent to me 3 days ago for providing my Prof of residency but so far no response.

I am Hopeless of getting my winning money.

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Thank you very much Saf for providing all the necessary information. I will now transfer your complaint to my colleague Peter 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.

I truly believe it’s only a matter of time before you’ll receive your delayed withdrawal.  

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Yes sure.

Cheers

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Hi Saf,

I'm taking over your complaint. Let's find out what can be done. I would like to ask True Blue Casino to reply to this complaint.

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Sure.

Thanks Peter.

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Update.

Received email from True Blue casino for further details such as Account Name and prof of residency.

In reply of their email I have provided all required details along with scanned photo of my Passport as in prof of my country residency.


Now I don't think so anything left behind which will stop True Blue Casino from deposting my money into my nominated account.


Cheers

Saf


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Hi Saf,

Thank you, please inform me about the progress.

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We would like to ask the True Blue 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, the complaint will become ‘unresolved’ which may negatively affect its rating.

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Hey Saf, Peter,


I had a good long look at the situation and it seems the casino had requested proof of legal residence in Australia in the form of a residence visa, Australian passport, etc. I found your Pakistani passport Saf but was unable to locate any documentation specific to your legal residence.


Please get that info in to the documents department and let me know here, I'll make sure it gets a prompt review and we can move forward.


Best wishes,


Nick and True Blue

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Hey True Blue Casino.

I don't hold Australian Passport but I hold valid Australian visa which I have just sent to the email on which I sent my Passport and making clear that I am still residing in Australia and I am in Australia from last few years.

Thanks

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Hey True Blue Casino.

In evidence of that I am residing in Australia I have sent my Monthly internet bill few weeks ago which have my residential address of Australia.

Thanks

Saif

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Hey Saif,


I located the documents you've sent and had the Documents team review them immediately. Thanks for your cooperation, your account is now updated properly and you are eligible for withdrawal.


First thing you'll need to do is re-request the withdrawal as the funds were redeposited into your casino account. I've also sent you the necessary details for wire withdrawal, hit reply on that email once you have it complete and the information will come straight back to me.


Thanks again, looks like we're on the way here.


Best wishes,


Nick and True Blue

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Hey Nick.

Just want to inform that the details you requested I have sent these details few weeks ago but for your ease I have sent you twice in case you don't receive one in reply of your email and also I have re-requested the withdrawl.

Now Hopefully I will receive my winnings soon.

Thanks

Saif


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Hello Saif and Nick,

Thank you both for your replies. I'm glad we are one step closer to a successful withdrawal. Saif, please let me know as soon as you receive your funds.

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Sure.

As I have done everything from my side which been requested to me. Once Amount deposit into my account for sure I will update here.

Thanks Peter and casino-in.guru team for helping me so far.

Hopefully not long to go.

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Update.

After sending my personal details that includes all my privacy details (Passport, Visa, D-Licence) via email to True Blue casino THREE times and this include email to the representator of True Blue Casino name "Nick", You can see his replies above in this chat. No one contact me back even Nick didn't reply back though it's almost 1 week over. Really disappointed with "True Blue casino" Customer service.

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Hi Saif,

Thank you for the update. Nick, could you please look into the matter?

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Greetings Peter, Saif,


I have still yet to receive the wire payout details as requested, I checked the account and the withdrawal request was once again denied due to lack of payout method.


I have sent another email just now with the necessaries for wire payment, please request the withdrawal once again and get those payout details back to me so we can get this show on the road.


Best wishes,


Nick and True Blue

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Hi.

It's really annoying sending my details over again and again.

I believe 100% that details which I have given several times so far are accurate and legit. I am unable to understand that what's wrong in the details I have given. I am the Bank account holder and all details I have given which includes my Passport, driving licence,my visa copy and other sensitive details of mine that includes (Bank account, home address + current residential address are 100% correct.

I am unable to understand this cause Nick I did send you email twice and have your reply as in proof but you saying now that you haven't got my wire details yet.

Say for instance if I haven't gave right details of mine then Nick I would like to know right HERE what information I haven't gave yet which have stopped my payment cause from my knowledge I have given all informations several times (4-5 times) that include Wire payment details which was asked time and also I did request withdrawl amount last time over your message for doing withdrwal along sending you payment details.

I would like to request casino-in.guru to help me to get this complaint resolved,as I have given my very personal confidential details to True Blue casino several times and now I from Nick message it looks like to me that True Blue Casino have intentionally asking details from me over again and again so that True Blue Casino waste my time and cannot pay my winnings.

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I have sent email to both.

First email I have sent to to email on which I have been advised to send my details which I have done several times in past but I did it again and also other email I have sent my details in reply of Nick email which was second time.

Attached screen shot Email evidences.filefilefile

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Amount Withdrawl evidence screen shot attached inline. file

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Hey Saif, Peter,


I received the wire details, thanks so much for sending them. I had them validated and updated into your account shortly after and got the requested amount approved for withdrawal moments after that.


The funds are now escalated for payout and should go to our 3rd party for payment in the coming days. I'll keep you posted.


Best,


Nick and True Blue


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Thank you Nick.

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Hey Peter, Saif,


The payment wasn't issued due to an error in the wire details you submitted, it appears you misspelled your middle name and they are waiting for written confirmation. If you could please check that and get the updated info to my email there is a chance I may be able to get the payment out the door to our payment providers today for you.


Best,


Nick and True Blue

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Hey.

There is no any middle name in my name and there is no any mistake or misspelled writing my name and let say for a sec that name was misspelled which you could check on my passport or other confidential documents, if you could not waste my time to sent you emails over again and again.

Anyways I have sent you email with my complete name again.

Kindly process my money as soon possible.

See attached my reply over your email.

file

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Hey Saif,


Payout details are very specific, if they are incorrect or incomplete the payment can't be delivered.


Your documents were referenced and that is when the error was found.


To avoid any possible issue on our end the details you provide can't be altered, they can only be copy/pasted into your account as they were in this case. I sent you a copy of the info you submitted, if you could please review and make the necessary changes then send them back to me it would be appreciated.


Please take a moment to review the rest of the details as well, accuracy in this case is quite important.


Thanks again,


Nick and True Blue

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All details are correct.

I cannot see any mistake or misspelled anything in my details which I sent it to you several times.

For instance we say that name was misspelled but how its possible that misspelling just name can stop from sending money,it doesnt make sense.

Anyways everything spelled correctly in my last email and I don't have any middle name in my name.

Kindly instead making me to send emails over again and again kindly let me know are you gonna process my money or not?


Regards.

Saif

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Hey Nick.

I have sent you email anyway after double checked details and correction made.

Kindly let me know when amount will be processed.

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Hey Saif,


Good news, I managed to get payment out the door to our 3rd party payment provider yesterday, you should be seeing it in your bank account within 10 business days (but usually considerably less).


On behalf of myself and the casino I do apologize for the frustration and very much appreciate your cooperation in the matter.


Let us know when it arrives.


Best,


Nick and True Blue

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Once I will receive payment I will update here.

casino-in.guru Don't just mark this case solved until I confirm about receiving payment.

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Thank you both Nick and Saif for the replies. Don't worry Saif, we will wait until it's done.

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Hi Saif,

Have you received your winnings?

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Hi Peter.

Thanks for asking.

I did receive the winnings but not the full amount which I was suppose to get $580,i received $447 and on top they deduct around $13 fee(international transaction) from my account without informing me. At last I left with amount $435 received only.

I think my bank account Is not secure anymore because of amount deducted without asking me and I am going bank for this soon.

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Hello Saif,

I'm glad to hear you received your winnings. The amount you received is smaller because you played with a bonus we call "sticky". That means, the amount of the initial bonus gets deducted from your winnings upon withdrawal. I recommend you to always read the Bonus T&Cs properly before you accept a bonus to avoid disappointment. Thank you for using the casino-in.guru complaint resolution center. Don’t hesitate to contact us if you run into any issues with this or any other casino in the future. 

Best regards,

Peter