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Hello, I made a bonus buy in the game "fire hopper" and paid 124.44 euros. Unfortunately, the winnings were not credited to my account. I also have photographic evidence and I hope you can help me clarify the situation. I no longer have access to the player account because I chose to self-exclude due to high losses

Hallo, ich habe bei dem Spiel "fire hopper" ein Bonus buy getätigt und 124,44 Euro getätigt. Leider wurde mir der gewinn nicht in meinem Konto gutgeschrieben. Beweisbilder habe ich auch und ich hoffe, Sie können mir dabei helfen, die Situation zu klären. Zugriff habe ich nicht mehr auf dem Spielerkonto, da ich aufgrund von hohen Verlusten einen Selbstausschluss gewählt habe

Hello Lolo777,

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 if you contacted the casino after the error right away? How long after that did you close your account? What was your exact balance when you closed your account and did you receive that amount from them already?

Looking forward to your answer.

Regards,

Nick

Hello Nick,

I contacted support immediately after the incident and was told they would take care of the issue. The error occurred on 08/08/2022 and I still haven't heard from support. I also have photographic evidence that clearly demonstrates this win. In the account, nothing was visible about the profit and it is 100% missing. After I won there was an error message in the game. My balance on the account was 0€.

Hallo Nick,

ich habe den Support nach dem Vorfall sofort kontaktiert und es wurde mir gesagt, dass sie sich um das Problem kümmern werden. Der Fehler trat am 08.08.2022 auf und ich habe immer noch nichts vom Support gehört. Ich habe auch Beweisbilder, die eindeutig diesen Gewinn belegen. Im Account war von dem Gewinn auch nichts ersichtlich und dieser fehlt zu 100%. Es kam nämlich, nachdem ich gewonnen habe auch eine Fehlermeldung im Spiel. Mein Guthaben auf dem Konto war 0€.

Please forward all the evidence you have to nikolas.b@casino.guru.

I've done that

Das habe ich erledigt

Thank you Lolo777 for all the information. I will now forward your complaint to my colleague Andrej who will be assisting you from now on.

Wish you best luck resolving it.

Regards,

Nick

Dear Lolo777,

I’m sorry to hear that you’ve encountered an error in the game. I’ll contact the casino and see if I can help.

I would like to invite the representatives of TrueFlip.io to join this conversation.

Dear casino team,

Could you please clarify the situation and state why it seems that the winnings from the game round (that took place 8/8/2022,16:24:20) weren’t credited to Lolo777’s gaming account?

Any relevant evidence can be forwarded to andrej.p@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’.

Hello Casino Guru Team, 

At our system, we see that a win this round was €3.32 and there was the following rollback. 

Thus, we need to clarify the situation and request the data from the provider, as the player's information and ours differ. We are waiting for the answer from the third side now. 

Thanks, 

True Flip Casino

The money is now on it and the case can be closed. Thank you for the help!🙂

Das Geld ist jetzt drauf und der Fall kann geschlossen werden. Vielen Dank für die Hilfe!🙂

Thank you, TrueFlip.io Casino team, Lolo777, for the replies. We’re very glad to hear the good news.

As the issue has been successfully resolved, we will now mark this complaint as 'Resolved' in our system.

Lolo777, thank you for using the Casino Guru complaint resolution center, and please do not hesitate to contact us in the future if you run into any issues with this or any other casino. We are here to help.

Best regards,

Andrej, Casino.guru