• My problem with this casino is that the WITHDRAWABLE amount is very far from what you actually receive to your bank account. From my 2 withdrawals 2 days apart they deducted almost half of the withdrawable amount which I thought I'll get. I tried to explain it to them that no other casinos are doing that and they have to change their software. Withdrawable amount SHOULD BE what you are actually getting.

Dear Gabriella,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Did you try to communicate this issue with the casino? Did they offer you any explanation? Could you confirm that the winnings didn’t originate from a bonus play? I have checked the terms and conditions and I found a lot of restrictions regarding maximum withdrawals from bonuses. Looking forward to hearing from you. Thank you in advance.

Best regards,

Petronela

Hi Petronella,

Thank you for the quick response. Let me explain. I always play with one kind of bonus as it gives me more money to play with - even though with a AUD300 deposit the wavering can be 20,000 - which is fine - you just keep playing, winning, losing and every now and then you check your WITHDRAWABLE BALANCE. And when you are lucky enough to get to a point that your withdrawable balance is showing a figure to withdraw - you surely expect that amount to come to your bank account.

BUT not with TrueBlue... The figure they give you as a withdrawable balance is NOT the actual figure you'll get to your account. As I said in my complaint I had 2x AUD2500 withdrawal in a couple of days and almost half was deducted from it by the time I got it.

From the first withdrawal I got $1676 and when I questioned them on LiveChat I was told that for the second $2500 withdrawal I'll get $1260. 

To me this is just not right. We, players wouldn't know and would be happy to play and try more - if the casino has something more to deduct for bonus wagering, insurance, whatnot.. - but the point is that when I see that screen that the withdrawable amount is such and such - I surely expect THAT amount on my account. I tried to explain this issue to them several times - with apparently no result.

They should change their software as it's certainly NOT good for the players.

I really hope that you are able to do something about this with TrueBlue.

Thank you

Gabriella

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

Dear Petronella, just a last thought for making my point.

TrueBlue should deduct everything they want to - wagering for bonus points, insurance(???) , whatever - BEFORE they give you your WITHDRAWABLE FIGURE. As it says, it's a withdrawable figure - so nothing else should be deducted from it. So just us, players know where we stand, what can we actually receive on our bank account.

I really think it's a very valid and important issue regarding TrueBlue.

Thanks again

Gabriella

Hello Gabriella.

I want to ask which bonuses did you take and how much did you deposit for each bonus. Some bonuses have maximum winnings rules: maximum winnings is ten times the amount of deposit.  Another reason for deduction may cause the fact that bonus is sticky (bonus amount is deducted from winnings)  

If you give me all the information, I can check it for you.

Regards, Matej

Hi Matej,

Thank you for your response.

well, I play a lot normally on TrueBlue and always claim bonuses which are the most attractive - bigger % and more FS's. So in this regard I cannot give you specifics. I also understand what you say that certain bonuses might have max withdrawal amounts. Fine.

My point still remains - that YOUR WITHDRAWABLE AMOUNT SHOULD ALWAYS REFLECT THE ACTUAL FIGURE YOU CAN WITHDRAW . - no matter how much is the max cashout - in that case they just should show THAT amount as the withdrawable figure.

As I tried to explain my previous email - it really doesn't matter  what excuse they come up with just to reduce the amount you'll get to your account - but still the point remains - they should tell you black-and-white how much that figure is.

Giving you the option - in my case - to withdraw $2500 - and just to find out later on that the amount you'll get is actually only $1260 - it's not a good business practice.

I don't know their software they are using, nor do I have any insight into it. My concern as a player is only that I should know how much will I get in my bank account whenever I make a withdrawal. Other than that they can do whatever they want behind the scenes.

I hope it made sense what I just tried to explain.

thanks again Matej.

Gabriella

I understand your point Gabriella, but I don't know about many casinos with sticky bonuses which do this. We can hope in the future it will change. I want to ask Nick to check your account and explain to us what happened.

Thanks in advance, Nick.

Hey Gabriella, Matej, 

We would love it if what you requested was possible but due to the complex and rich nature of our bonusing system it's just not "mechanically" an option. The best I can do personally is try to help you understand a bit about basic deposit coupon rules so you can calculate for yourself and know what to expect come payout time.

Think of your match bonus amount as a "loan" (not really but but hypothetically) to give you a ton more chances to play and win on your deposit, pretty sweet actually (and attractive!). If you lose it we don't say a thing, it's gone and nothing to say about it... But if you WIN on it (yay!) then we cordially request that the funds we gave you to play with (the bonus amount) be returned before we pay you. This is what happened to your win balance.

As you have pointed out quite nicely our bonuses are attractive, extremely attractive, arguably the best in the industry. This also means there are countless bonuses with complex rules going at any time and the system itself is unfortunately set up for a much more paltry bonus system. It can't track every single everything attached to the bonus. It's up to the Approvals Department to review each and every one of the thousands of withdrawal requests and confirm if they are legitimate or not then remove the non-cashable amount when the system hasn't.

 It's also on the player to know and understand both the terms and conditions of the casino and the specific rules of the bonus at hand, there's no way to "automate" this. The only other option would be to limit our bonusing to the rather meager options capable of being tracked within the system, and we like the bonuses right?

So those are the options, either stick to straight cash deposits (cash is king, no play, no max, no rules!) or understand that by accepting the bonus at hand be it a deposit coupon or free chip of one variety or another we are agreeing to the rules that come with it in a very real and contractual sense. 

I hope that clarifies things a bit and congrats on the win!

Best wishes,

Nick and True Blue

Thank you Nick, I'm happy with your nice and clear answer. I understand that we have to 'pay the price' for the really nice bonuses offered. I just hope that computers will catch up with it in the near future and will be able to deal with it / calculate it upfront.

Thanks again

Gabriella

Gabriella, I hope Nick explained all. May I close the complaint now or do you have another problem with the casino or some additional questions?

Thank you Matej, I'm completely satisfied with the quick and very intelligent response and reasoning. I'm happy to see that TrueBlue Casino does care about players' opinions and they try their best to explain what happened and what's the reason behind it.

thank you for your help and cooperation and yes, you can close the case.

Thanks again

Gabriella