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Hello, I was playing Gates of Olympus on the site and after playing the bonus game or round I noticed that the winnings of 166 euros were not credited to me. I immediately contacted support, including screenshots and receipts for the round played. That was exactly on 05.08.'22. I was informed that the problem would be processed and would take 2 days. It's been over 6 weeks now and I haven't received anything. I have already contacted the support / vip manager and all kinds of people at least 20 times but I am only put off by saying that I will receive a message that the problem is being processed ...blablabla. The site pisses people off. I want my 166 euros. Please help me!

Hallo, ich habe Gates of Olympus auf der Seite gespielt und mir fiel nach dem gespielten Bonusgame bzw gespielten Runde auf, dass mir der Gewinn von 166 Euro nicht gutgeschrieben wurde. Habe sofort den Support kontaktiert samt Screenshots und Belegen der gespielten Runde. Das war genau am 05.08.'22. Man teilte mir mit das Problem werde bearbeitet und würde 2 Tage dauern. Nun sind es über 6 Wochen und ich habe nix erhalten. Ich habe bereits mindestens 20 mal den Support / Vip Manager und alle möglichen kontaktiert aber werde nur vertröstet, mit der Aussage ich werde Nachricht erhalten, das Problen sei in Bearbeitung ...blablabla. Die Seite verarscht die Leute. Ich möchte meine 166 Euro haben. Bitte helft mir!

Hello mariomontag454,

Thank you very much for submitting your complaint and I'm really sorry to hear about your issue with TrueFlip.io Casino. Please allow me to ask you a few more question before we would move forward.

Could you please advise what game have you been playing? Is the win visible somewhere in your betting history? When was the last time the casino contacted you regarding this issue and what was it about?

Please forward all the evidences to nikolas.b@casino.guru.

Looking forward to your answer.

Regards,

Nick

Hello thank you for taking care of this so quickly. It wasn't gates of Olympus but Christmas Big Bass Bonanza on 08/05/22 with a stake of 2.10 euros. The profit (166 euros) from the spin was not credited to my balance. The casino never got back to me after that, only the day I reported the problem. I should send the game session in which the problem occurred. Every 2 days he asked support and got the same messages every day; the problem had been forwarded and in progress more could not be told, I would receive an e-mail. I must have gotten this 20 times as an answer until yesterday when I last contacted support. I should be patient until I get an email. (nothing until today)

Hallo danke, dass Sie sich so schnell darum kümmern. Es war nicht gates of Olympus sondern Christmas Big Bass Bonanza am 05.08'22 bei einem Einsatz von 2.10 Euro. Der Gewinn (166 Euro) aus der Umdrehung wurde nicht meinem Guthaben gutgeschrieben. Das Casino hat sich danach nie bei mir gemeldet nur an dem Tag als ich das Problem gemeldet habe. Ich sollte die Spielsitzung übersenden, in welcher das Problem aufkam. Alle 2 Tage hatte in beim Support nachgefragt und bekam täglich die gleichen Nachrichten; das Problem sei weitergeleitet worden und in Bearbeitung mehr könne man mir nicht sagen, ich würde eine E-Mail bekommen. Dies habe ich bestimmt 20 mal als Antwort bekommem bis gestern als ich zuletzt den Support kontaktierte. Ich solle Geduld haben, bis ich eine Mail bekomme. (Bis heute nix)

Hello mariomontag454,

Did you also create a screenshot of the winning spin? Based only on game history it looks like the bet was simply lost.

No how should I have done this!? I'm definitely not making this up and I'm asking every day....

Nein wie hätte ich dies machen sollen!? Ich denke mir das mit Sicherheit nicht aus und frage Tag für Tag nach....

Hello mariomontag454,

Unfortunately yes you should have as without any relevant proof our hands are completely tied. If your betting history shows no win and there isn't any proof, it is basically impossible to determine whether there was or wasn't a win.

In this case the only thing you can do is to contact directly the game provider of the game you played as they should have your game log history.

I'm sorry that we weren't able to help but without proof we can't move forward and we will be forced to reject the complaint.

Regards,

Nick

That means a casino player would have to take a screenshot of the win with every win, every spin!? How else is this supposed to be proven? This makes it easy for any casino to cheat players out of their money. Makes no sense in my opinion, so the casino can do whatever it wants!!!

Das bedeutet, ein Casino Spieler müsste bei jedem Gewinn, jeder Umdrehung ein Screenshot vom Gewinn machen!? Wie solle man dies ansonsten nachweisen. Das macht es jedem Casino leicht, die Spieler um ihr Geld zu bringen. Macht meiner Meinung nach keinen Sinn, so kann das Casino machen was es will!!!

Hello mariomontag454,

This is not really a casino related issue, more like a game provider issue. Such malfunctions happens very often and in case of any technical error or issues it's best to create as much evidence as possible otherwise it is not possible to prove anything. If the betting history/log do not show it, nothing can be done without a proof.

I can really only recommend you to contact the game provider directly as they are able to check your entire log and find the miss placed bet.

We will be now closing the complaint due to insufficient evidence. I really hope you will be able to solve the issue with the provider.

Best regards,

Nick