Truenorth.bet Casino - Вывод игрока был отложен.

Hi!

Please help me get my money back!

I made a deposit of $247 and used the first deposit bonus. I only played slots. I studied the bonus conditions and did not violate them.

The account is fully verified. There are no questions from the casino to me.

I put $1310 on withdrawal on 16.01.24. and since then I have not been able to receive my money.

I have asked the casino many times about this issue.

I also attach the correspondence.

Dear Kaitainen55,

Thank you very much for submitting your complaint. I’m sorry to hear about your delayed withdrawal.

• Do I understand correctly that the withdrawal is still pending inside your account without being processed?
• Have you been advised why you can’t withdraw your winnings?
• Is it an internal casino system issue, or it’s related to your account only?

It’s quite usual for withdrawals to take a couple of days or even weeks to get fully processed, but one month is an unusually long time.

However, I hope we will be able to help you to resolve this issue as soon as possible. Thank you in advance for your reply.

Best regards,

Petronela 

hello!

Thank you for helping me!

1. Yes, the withdrawal is still pending. (see the screenshot)

2. I am attaching correspondence with the casino.

3. The casino informs me that they have difficulties withdrawing money, and this problem will be resolved soon. But you can read it for yourself.

I understand everything, there may have any difficulties, but not for 40 days!

And I want to correct you.

I am waiting for the withdrawal since 16.01.24 (not since 24.01.24)

Thank you very much, Kaitainen55, for providing all the necessary information. I will now transfer your complaint to my colleague Michal (michal.v@casino.guru) who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction in the near future.  

Hello Kaitainen55,

My name is Michal and I will be assisting you with your case. I hope that together we will come to a successful resolution of your issue.

I would like to request the presence of a representative from the casino in this conversation.

Dear Truenorth.bet Casino,

Could you possibly provide additional information regarding the delayed payment and clarify the situation?

Thank you in advance.

Respectfully,

Michal

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.

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 (michal.v@casino.guru). I am sorry I could not be of more help on this occasion.

Best regards,

Michal, Casino.Guru