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True Flip Casino - Missing funds since almost 4 weeks

RESOLVED

Complaint Info

Disputed casino

True Flip Casino

Reason

Missing Funds

Amount

€ 1300

polobet33 Baden-Württemberg Message
Posted on August 24, 2022

I'm a loyal member on this casino and even a VIP. I never had any issues with this site since almost 4 weeks ago.
The game I was playing on the site was Bompers (by ELK Studios). I placed a 600€ bonus bet and won around 700€ and I placed another bet of 600€ (which was cancelled due to a server issue). After these two bets I realised that the money was gone from my account but never got back into my account (neither the first bet where I won about 700€ nor the second bet, which I couldnt even play due to server issues (600€). So in total there were deducted about 1300€ (in crypto coin TRX) from my account.

As soon as I mentioned this loss I contacted the support and descibed the issue. They told me to provide screenshots (in-game and from my account on trueflip). I did everything they told me to do and they said this problem should soon be resolved. I waited 1 week and contacted again. They said they have no updates on this case but it should be resolved soon. This happened week for week and day for day. Now its almost been 4 weeks and i still havent got any update or my money back. I hope this report helps me to get my money finally back and receive proper awnsers from Trueflip!

AskGamblers
Posted on June 7, 2023

Dear all,

This complaint has been reopened as per True Flip Casino request and the AskGamblers Complaint Team would like to give it one more try and help both parties involved into the dispute reach a satisfactory resolution.

Posted on June 7, 2023

Dear POLOBET33,

We apologize for the delay in getting back to you and for any inconvenience caused. Our development team has thoroughly investigated the issue.

After the first bet was canceled, there were three rollbacks. However, we want to assure you that the winning amount was added to your balance, and no additional bets were deducted from it.

We understand the frustration that this situation may have caused you, and we feel it is important to be transparent with you about what happened. We are committed to resolving this issue.

Once again, please accept our sincerest apologies for any inconvenience caused.

Thank you for your understanding.

Best regards,
TrueFlip.io

AskGamblers
Posted on June 7, 2023

Dear @polobet33,

The AskGamblers Complaint Team is kindly asking you to update your complaint in a timely manner and confirm if you consider the issue resolved. Please note that, in case you fail to respond within the given timeframe we will consider your case resolved and it will be closed accordingly.

Please keep in mind that as per the AGCCS Terms and Guidelines which you accepted upon registering and using our complaint system, you are obliged to provide the necessary level of assistance and cooperation during the process and providing updates in a timely manner is a must.

Thanks in advance for your cooperation.