Complaint #52 True Flip Casino

Wont help me with withdrawal of my winnings via bank transfer

By Jono B.

4 years ago

Message on forum

Used this site 3 times now. First deposit was via crypto currency XPR Ripple. Won $200 worth and tried to cash out and they wouldn't let me withdrawal back to my wallet as exodus wallets don't have destination tags so I complain and they said sorry unless you have a destination address you cannot withdrawal funds to your address. So I looked into it and you cannot get a destination tag via any of the wallets I use so I lost that money.

But today I used fiat and deposited via visa and won $4999 Euros. I was stocked went through the verification process got all verified went to withdrawal it had two options my visa or bank transfer. New Zealand banks do not accept credit deposited back to visa cards and will just bounce back. So clicked on fixipay bank transfer and it exited me out tried multiple time and wouldn't let me select it. Contacted support they first told me I need to add another deposit method on my account but that was not the problem and further more they have no option to deposit via bank transfer.

So I was not going to give them more money. Then the told me to refresh my browser or try another one, that didn't work and then I tried my laptop recording what was happening now waiting on a reply via email from another division of there team. The fact they told me to make another deposit when that wasn't the problem scares me that I've just been scamed. They have not given me a time when they will get back to me and I've read many bad reviews from this site and withdrawal problems. I don't know what to do now and very gutted! Wish I new there bank transfer link was not working before I played.

Disputed Casino True Flip Casino

Reason Delayed payment

Amount €4999

Discussion

AskGamblers

• Support Team

4 years ago

Dear all,

Following an email confirmation from the complaint's submitter, the AskGamblers Complaint Team is pleased to announce the case has been resolved and closed.

We thank both parties for their assistance during the complaint process.

AskGamblers

• Support Team

4 years ago

Dear @jonob21,

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.

True Flip Casino

• Representative

4 years ago

Dear JONOB21,

Thanks for writing!
We are really sorry for the inconvenience that has happened.
Let’s look at these situations a bit closer.
When user makes a deposit or withdrawal with cryptocurrency, he has to enter the wallet address and the destination tag, so that the deposit or withdrawal would be credited to his account. If the user doesn’t enter the destination tag of the transaction, it will be lost, as the transaction does not reach the provider.
The one what we can advise here is to contact the provider via the transaction was made.
As JONOB21 mentioned regarding the card, we fully understand such situations so we asked to connect one more payment method so that the withdrawal was faster because the bank transfer needs more bank information and takes up to 12-15 days and has some particular fee, so as we can see now all of the JONOB21’s funds were sent successfully even the min deposit which was asked to make to connect one more payment method.
We fully understand the frustration of JONOB21 and would like him to get better experience with us!
We are always welcome to have you back and assist you with any question.

True Flip Casino Complaint Stats

Resolved 14 / 14

Avg. Amount $2,019

Avg. Complaint Duration 8 days

Avg. Response Time 2 days

True Flip Casino Complaints

See all complaints for this casino

I ama having again issue with withdrawal

After I win some money on Monday then immediately moved any option for withdrawal.

Nonstop saying we will fix the problem, but this chat is like repeat with computer.

Please help me. I have all screenshots. It's funny every chat supporter tell me another stories. One year ago I have problems with withdrawal and waiting soo so long for money. I have enough this casino..

Resolved

€248

Withdrawal missing and not got answer when I will get it

Hi made deposit trueflip.com 06.04.2023 without bonus 20 euro, played slots and won 120 euro.

After made withdraw and they ask me KYC verification: send all documents got e-mail KYC verification successful.

Then I made withdraw, wait 2 days no contact - then look my cashier not see nowhere my withdraw request but my account balance is 0, and then asked live chat they say some technical problems, then have send some e-mail no answer only live chat where got answer and they all same, not can say any timeframe!

Rejected

Still waiting for my withdrawal of €2011.32

Hello, I played at trueflip.io casino and I made a withdraw €2011.32 at 19/01/2023.

The first problem I had was the confirmation email for withdrawal. I didn't received it. So I contacted the support. They transferred me to my "VIP" manager. So I started to communicate with him by WhatsApp.

He told me the withdrawal by bank transfer is not possible now. So I decided to make a deposit via Skrill and withdraw the money by this way. But then they in the end made an external withdrawal by bank transfer. I'm okay with that.

However then I received an email to proof my identity. I received this email from address [email protected]. It was weird but JustBit casino is in the same group of casinos so I thought it's ok. So I sent them the photos of my ID.

The next day I received the same email from [email protected]. I sent the same to that email address. Till now I didn't received any answer from [email protected]. But I got the answer from [email protected]. They asked me for the another "document", the selfie photo with the company name and the date. So I sent it.

And then they told me I sent it to the wrong email address, wrong casino. Today I sent the third email yet to [email protected] with my documents. I also tried to communicated with my manager and he always told me the withdrawal is already made by the side of casino and about the verification I must communicate only by email.

I don't know what can I do more.

Resolved

€2,011

Missing funds since almost 4 weeks

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!

Resolved

€1,300

Money Lost due to software glitch, investigating over 3 weeks

Hi there,

I created an account and started playing blackjack in this casino on April 19th. There was a software glitch in the game and my whole turn was ended abruptly. I complained to the casino team immediately as directed in the screenshot, they have been investigating for over 3 weeks and refuse to provide me any update or time frame for solving the issue. Can you please help mediate this issue and get me compensation?

Thanks

Resolved

€10

Not paying out and inventing reasons

I first requested a cash out via. VISA, that I used for depositing on April 6.

24 hours later the cash out gets rolled back/rejected, because they say they have problems with withdrawing via. VISA, so I ask them if they can't just make a bank withdrawal, but same problem there.

They ask me to deposit via. SKRILL, and make a cash out that way. So I do on April 7, and request a withdrawal of 8700 DK kroner. Now its been 72 hours, and they can't give me a decent answer on when I will receive my money. The withdrawal haven't been processed yet.

When I reach out for live support/e-mail support, they write the same stuff. That they have problems with payment system, bla bla... Standard sentences for delaying my withdrawal.

Oh yeah, and by the way... The FEE for using SKRILL on True Flip is 5% of your cash out request, so I suddenly have to pay 435 DK kroner to make a withdrawal, because TRUE FLIP casino have problems with their withdrawal system.

Terrible way to treat your customers.

Stay away people. Red Flags.

Resolved

kr8,700

Huge problem with withdrawal

Trueflip casino operated by Blockchain Games N.V. license number 8048/JAZ. 4.42022 I deposited via Rapid bank transfer to Trueflip. I won 2132.22 euros. I made a withdrawal with the same method I deposited. After asking what is the status of my withdrawal, I got an answer, that they have technical problems with paying Rabid bank transfer and the asked me to deposit 20€ via Skrill, so they could make the withdrawal.

Then again when I asked the status of my Skrill withdrawal, they said, they have technical problems and asked me to deposit via Netteleller 20€ so they can make the payment .Netteller did not resolve the problem, I can`t withdraw via Netteller. Now I have none options to make a withdrawal. I have send screenshots even a video where I show, what happens step by step making a withdrawal and it shows that the withdrawal will be rejected. The technical people have "tried" to solve the problem 4 days.

Resolved

€2,132

Missed XRP Deposit

3 days ago I made a deposit of Ripple, exactly 45.959934 XRP to True Flip but the amount was not credited. After a couple of days of continuously contacting support and providing the necessary proof that the transaction was successful, I got the following answer from True Flip:

Hello!

I`m texting you regarding your deposit.

As you didn`t put a tag on your transaction. Because of that, we will not be able to recover this transaction due to its low amount.

If you have any additional questions, feel free to contact us anytime

I do not understand what their problem is since they can clearly verify my transaction on the blockchain on the following link which I also provided to them:

I also provided them with screenshots from my wallet of the successful transaction.

I am very upset and even though True Flip may consider 40 Euros a small amount, it is very disrespectful to dismiss a player like this.

I am confident that they will take my complaint here into consideration since every complaint I made at the casino fell to deaf ears. They are not even answering my emails anymore.

Rejected

$43

Deposit Successful but not Credited to my Casino Account

I deposited $98 Via iDebit and used their 150% 1st deposit bonus and was to Receive $245.00 Cad. The deposit showed successful and said I would be directed back to the casino. And the Funds were not in my casino account. I have screenshots of the iDebit and money coming out of my bank and idebit and email receipt. I contacted idebt and they stated that True Flip had received the moneys. I will attach all the screenshots.

Resolved

$98

Delayed payment of 8200 euro for 14 days

Trueflip.com casino delayed my 2 payments (5000 euro and 3200 euro, see attached) for no reason, just a security check. I talked almost every day with customer service (see attached) with no help. I am not sure anymore that I am talking with people, maybe it robot who send a standard phrase to everyone ask for withdrawal.

Pleas help.

Resolved

€8,200