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Hello! I made 4 deposits totaling $300.00 in early December 2023. Each of these deposits came with a casino deposit in various percentages over and above the original deposit amount. After wagering in Casino games, I requested a withdrawal of $977.00. Their website indicates that 3 business days is a normal wait time for withdrawal. Moreover the amount (confirmed by their customer service meets the rollover requirements for withdrawal. Each week since then, I have contacted customer service and get various responses: e.g. we are experiencing issues, or will put a rush on this, or it should be ready by end of this week, etc. It's now been almost 6 weeks! I have not been rude to them in any way, and have been cooperating, but I'm beginning to feel I was scammed. Please help!

Dear gwgerald,

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

• Do I understand correctly that withdrawals are still pending inside your account without being processed?
• Have you been advised why you can’t withdraw your winnings?
• Was your account successfully verified?
• If there's any relevant communication, please forward it to petronela.k@casino.guru.

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

Player's additional comments:

Hi Petronela, please see my responses within:

Dear gwgerald,

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

·       Do I understand correctly that withdrawals are still pending inside your account without being processed? Yes, that's correct.

·       Have you been advised why you can’t withdraw your winnings? No - my guess is that they might be invoking something in their terms that state they reserve the right to deny paying out any winnings based on bonus money, but that has never been stated and customer service agreed that the money in my account is not restricted in any way.

·       Was your account successfully verified? Yes

·       If there's any relevant communication, please forward it to petronela.k@casino.guru.

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

Thank you very much, gwgerald, for providing all the necessary information. I will now transfer your complaint to my colleague Dominika (dominika.l@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 gwgerald,

This is Dominika and from now on, I will be taking care of your complaint. I have reviewed your case and I would like to invite Truenorth.bet Casino to join the conversation and participate in the resolution of this complaint.

Dear Truenorth.bet Casino,

Can you please provide an update on the status of the player's withdrawal request?

Best wishes,

Dominika

Casino.Guru

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

Best regards,

Dominika

Casino.Guru