True Flip Support and Complaint Section

Hello, everyone!

Let us first introduce ourselves! True Flip is a new-generation online casino that offers more than a thousand games of different types: slots, cards, scratch, and others from world-famous providers such as Yggdrasil, NetEnt, Play`n GO, Quickspin, Quickfire, BGaming, Amatic, and many others you surely know well.

For Bitcoin geeks and conventional players, we offer various payment solutions via credit cards, eWallets, crypto payments, and a special in-house True Flip token currency.

Our loyal players highly estimate the Loyalty Program created for their convenience and profit. Multiple bonuses, perks, and giveaways serve to boost the play and rise your fun.

Oh, and by the way — no reason to worry about your safety and privacy! True Flip cares about your personal and financial information: registration and depositing are totally anonymous, all transactions are instant and transparent. To make them safe and secure we use a 2FA verification.

Well, no more words. Come and see it all yourself. We promise you will get an unforgettable experience!

Customer support: [email protected]

Welcome to LCB forum TrueFlip team! Thank you for being available to assist our members! 

Hello True Flip Casino Representative!

Welcome to the forum! Glad to have you here to assist our members! 

Welcome to LCB's forum! 

Welcome to LCB TrueFlip team! 

Welcome

Hey! Thank you for your heartwarming words! We work for you guys!

Hello! Thank you! Hope we`ll be helpful!

Hey! Thanks guys, very nice company here!

Hi!
At first I want to say that I have been enjoying my time at TrueFlip!

Until, ..
faced some problems in withdrawal process, so I thought that you might know whats going on there.

Earlier today I tried to withdraw to my Mastercard, same method what I used to deposit.
The withdrawal request was declined after few hours with following message attached;

"Security declined your withdrawal request because your account was suspected of double registration. Withdrawals for you are blocked. Please contact the support service immediately to clarify the circumstances of the incident."

I definitely dont have duplicate accounts, so I immediately contacted support via live chat and asked about this, and he answered that my withdrawal cannot be processed/approved due some technical issues. He also said "expect it to be fixed on Friday."

Im concerned about the timeframe of my withdrawal because the delay. When am I going to receive requested funds in my bank account?

Id like to know that if my account is under inspection because of suspected multiple accounts, or is there truly so serious issues in withdrawal processings that it could take numerous days to fix it?
Is there any other way to process and approve the withdraw?

Sincerely,
HiisiRakki / Ameeba0

Hello HiisiRakki 

Could you please send me your casino username in PM inbox and we'll get in touch with the Casino Representative.

Hello HiisiRakki,

Thank you for your feedback and congratulations on your win!
You received the double registration notification by mistake. We really apologize for that!
We expect to complete your transaction request not later than Friday but really work on it to do it asap. The delay is due to temporary problems to send payments to your country, and at this moment we integrate a couple of payment providers as a replacement of current ones, that will make payment processing faster and smoother for you.
This is a temporary issue. But it is a necessary step to make your user experience more convenient.

After successful withdrawal, we are waiting for your return in order to please you with an exclusive bonus :)

Hello, 

Thanks a lot for your quick and clarifying response! 
I understand that these technical glitches occurs from time to time.
Therefore I appreciate your effort to sort out this issue as soon as possible.

For sure I'll keep on eye this thread for any updates/informations.
But if possible, could you please email me (asap) when the issue is solved and the withdrawals are executing properly?

Looking forward to see what that exclusive bonus keeps inside ^^

Thank you!

-Ameeba0

Well now this gets interesting.
Since yesterday the withdrawal page didnt load at all, reasonably due you have been fixing it.

I checked the withdrawal page once again, it finally loaded so I requested withdrawal.
It was declined yet again, but the difference between with earlier cancelled requests, now I did not get the requested amount refunded to my account.

- Why its not refunded?
- Where did the money go?
- Is my balance confiscated?
- Am I getting paid at all?

Edit. 

Amount refunded to my casino balance. But theres a note with it "incorrect card data".  How is it possible? "Your money will be paid using the same method you used when depositing with us"

So the problem is not with the card details.

Basically, what the ** is going on?

Still sincerely,

Ameeba0

Hello HiisiRakki,

We've sent an email to the Casino Representative to check what's going on with your payment. Keep an eye on this thread for the updates.

Does your credit card company allow payments to be sent back to your card? I don't know about your country but here in canada it's all blocked so when depositing with credit card usually on btc site they offer a different payment option you have to deposit minimum then cash out. Maybe that could be the issue?

Hello HiisiRakki,

First of all, let me sincere apologies for this situation. We try our best and usually are pretty successful.

TrueFlip team is now working hard on implementing new payments, so in future, all our customers can make all the financial operations fast and flawless. We put our hearts in this casino project and do our best to satisfy every customer. Therefore we have sent you a private message with a complimentary gift as an excuse for the situation that took place.

We really hope it will compensate your troubles and keep your trust in us.

Thank you for your understanding and good luck!

Sincerely,
TrueFlip Team

Hello everyone!

We have some important news for you! Recently we have integrated a new payment solution Ecopayz. From now on your deposits and withdrawals are even more safe and secure.

You are welcome to try!

TrueFlip Team

When you say we'll get an unforgetable experience - that's exactly what I got from your site and not in a good way.  I am a new user and was looking forward to playing on your site.  I went to make my first withdrawal 5 days ago.  I was contacted by your support team to say my bank had rejected it and I needed to contact them.  I called my bank and they said it was rejected because whoever had made the payment had put in the expiry date wrong.

For 5 days I've been told that while it was the fault of TrueFlip t the issue is out of their control but it will be fixed - it's on a list of things to do and it will be got to at some stage.  When I insisted this wasn't good enough they asked me to open an account with Skrill or some other similar place and assured me if I did they would transfer my money immediately.  This morning I contacted them to say I opened the account - every hour I was told in a few minutes.  After 4 hours I was told to give them another 2 hours.  Now it's 2 hours later, the money isn't transferred and live chat won't respond to me.  

You call this service acceptable?

Hello Zaney123,

Could you please send me your casino username in PM inbox and we'll contact the Casino Representative.

first off let me say im so annoyed that its gotten to this point and am really cant stand this casino for it. i had been offered a %50 bonus on my next deposit. when i deposited i contacted support to make sure i was getting the bonus once i deposited, i was assured this was this case and told to contact again once i had made the deposit and the money was in my account. i did this and was toold the bonus was in my account. i started playing but i never got the bonus. i contacted support about it and was told i needed to make another deposit to get the bonus. im pissed. this is bull sh#t,

Hello jamiesolidwordguy,

Could you please send me your casino username in PM inbox and we'll contact the Casino Representative regarding your issue with the bonus.

I sent it

Hello jamiesolidwordguy,

Thanks for providing us with your casino username. We've sent an email to the casino and asked them to post a reply in this thread. Keep an eye on this thread for the updates.

Greetings jamiesolidwordguy,

My name is Tyler, I am Head of Customer Success at True Flip casino.

I’ve reviewed the case, talked to the customer success managers and would like to excuse for the situation happened. It looks like there were a number of misunderstandings from both sides, that resulted into your bad experience with us, which we hate to happen.

As an excuse for that, we would like to offer you a 50% bonus, meaning we will add 0.0046 BTC to your account as bonus money. If you take the deal, please go to the bonus section and enable the Chain Bonus. When it is done, please come to the live chat and we will do the rest on our side.

Good luck and regards,
Tyler

Head of Customer Success
@TrueFlip Casino

Hi, i play at trueflip casino and i have a question about play'n'go slots. My issue here is that they are slooooooow. I play book of dead and like many i like to spam it a lot hehe but every spin on play'n'go slot takes 2-3 seconds to process with the provider making it extremely hard to play. I can push spin and watch tv for a few seconds than come look back for my spin to start it's killing me. I would play much more but the slot soooo sloooooow. Other than that all good, i like the 50% reload and my cashouts are almost always instant which is great. It's just them play'n'go's sloooooooooow slot hehe. ty

Hello fredos386,

We've sent an email to the casino and asked to reply to your question. Please keep an eye on this thread for the updates.

Hi fredos386,

Thank you for your review of Trueflip Casino. We do appreciate it.

We are very sorry that you encountered such inconvenience, slowness of PlayNGo slot,
it probably was a temporary issue on the provider's side.

If you face similar issues in the future, we kindly ask you to contact our support team.
They will do their best to help you and recommend possible solutions.

We will keep doing our best to bring top quality service, fast cashouts, generous bonuses.

Thank you again and wishing the best of luck!

I have played play and go slots at many online casinos and I am sorry to say but something seems fishy here.The slots do not spin normally and also bonuses offered on deposits are not credited properly.

I had issues with bonuses there too. Their system was bugged and they tried to blame it on me saying it was me that had issue. Of course it was impossible as the issue was from their server and if they were right then it would've meant i had some kind of special access to the core system which would make me a super casino hacker lmao. Joke aside, they don't aknowledge any issues on their site and everything is the player's fault so no point argueing with them. Also they have been caught providing 84% math model in the past year before they supposedly "fixed" it. 

So if they don't listen when there is a problem that means they don't fix them... so there must be lots of stuff in there needing work. As they already been caught doing shady stuff players should then go accordingly and be careful. I still play them once in a while when everything in the world destroy me .. it doesn't really make any difference ripping there or elsewhere lol but i just go with mininmum deposit. I need to trust a casino to deposit big and they haven't won my trust so far and did let me down when their system crashed on me. Their converter (btc showing as euro balance) was bugged and would change my balance of about +/- 5-8e while the start was 30e lol which led to me ripping my balance while it was showing that i had still plenty. When you play a slot with say 8 euros on 20-30 cents a spin and then you click and it says "insufficient funds" its frustrating as i woudlve taken different decisions if i knew. They eventually gave me i think 1.2 mbtc or something in account to compensate A WHILE after the event but still. To be fair most casinos refuse to admit when their system have issues. It's really worrying as such system should be taken care of and be working perfectly 24/7. I would never gamble or bet thousands like super high roller on casinos where the system is neglected.

Dear Wendy81, when leaving your feedback, it's highly appreciated if you could describe everything in detail.
Wendy81 and fredos386, we need to know your account emails to be able to look into the issue again and give you our response. Please send the needed data in PM.
As for the balance problem, we will check this out and will write you back later.

This is a terrible place to play and would like to open a complaint about some of the play n go games

I really feel that there is something fishy.

I played 200euro without winning a single spin.

I was playing 0.1euro per spin and 2000spins without a win is unheard of.

I have PM'd my details.

Dear Wendy81. Unfortunately, we didn't receive any PM from you. Please try to send it once more.

Dear fredos386, sorry for the delayed reply.

We have done an extensive check of the currency conversion mechanism, but couldn't find anything wrong. We're kindly asking you to provide more information about the issue. Some screenshots would be highly appreciated.

Hey True Flip,

I've sent a PM to you directly regarding the 300% offer and a screenshot. Hope to hear from you soon!

@Sydney, I definitely know your reading this! It's alright, the fire hasn't spread far into this situation..............yet. I'll update you when this is resolved. Thanks for looking out! 

Hi Quickwitted,

Ok, thanks. In case you want me to contact the Casino Representative, please let me know. 

Hey guys!

Quickwitted, sorry for missing up on your post here. We've been having a high volume of incoming requests over the past 2 weeks which is why our response might be delayed.

Just wanted to inform everybody here that the we are keeping the discussion with Quickwitted in PM at the moment.

The 300% bonus offer is a false advertisement spread by one of our partners. We have already gotten in touch with them and asked to remove it from their mailing lists.

Please accept our apology for this.

I would love to share my recent negative experience with TrueFlip casino.

A bit of context - I am an old online casino player, I play casinos over a decade, so I know the game quite well. Also, I deposited many times at this particular casino too and always loved it for everything, beginning with appealing layout and design and ending with variety of games and freebies from support.

However, today I experienced one thing that made me spend hour and half of my life writing this report, so I hope it will help someone to decide where to play, but to be honest, mostly I hope it will help the casino itself to improve things. 

It began with 30 freespins (no deposit) that I received and played on Katmandu Gold. After playing I got some bucks, around 15€ and I was about to wager it, however I found out that I am unable to play any game. The problem is, that the bonus: 
1) had maximum bet allowed until wagering completed equal to 0.1 EUR (ridiculous!)
2) was playable only on Katmandu Gold game (which has minimum possible bet equal to 0.2 EUR)
There is absolutely obvious that these 2 conditions make the bonus unable to play.

I contacted live chat support about this nonsense, and was expecting the problem to be resolved in seconds. Instead - to be honest - I never experienced this level of unhelpfulness. I have been told by "Caroline" (hope it's correct) that the support "cannot do anything" and not even a tiny bit of will to help was present. However, when I said, that I am ready to mention my experience online, suddenly :D everything was possible and the issue was fixed in a moment - the maximum allowed bet was set on 5€.
Do you think it's over? No.. the bet was changed only in the rules, the game still doesn't allow any bets.
So, I contacted live chat again, and now there was a guy, "John" - I had to write him many messages until he responded. Then I wrote him again, and - while he was reading every single messages (it;s shown in the chat) - he simply did not respond at all. :)
I was shocked by this level of ignorance and arrogance.
Moreover, exactly like in the previous case, when I mentioned that I am motivated to make a spicy review about this experinece, he responded.. but with generic, no information containing response. He told me, that there is an issue and he does not know when its resolved.

On my question, what will happen, if it's resolved after the bonus expires, I have been told to "try again in few hours". (??)

On my question, why cannot he remove the bonus and add another free chip in the same quantity, I have been said to "try again in few hours". (????)

No real answers. No will to help, only ignorance and arrogance.. This is my experience with this casino support today. 

I am sure there will be dozens of you having only positive experiences with this casino and I am also one of you all. I had just great experiences. However when one support is unhelpful, it could be individual human fault - but when 2 consecutive supp representatives are both unhelpful (the latter even more than the former), it is, in my opinion, the casino's fault. And this matters as this represents how the casino copes with customer edge cases, not the standard, easily solved situations. 

My 2 cents.

If this is posted in the wrong section, please feel free to move it - in that case I apologize, I post very occasionally here.

Hello foofoobarken,

If you want us to get in touch with the Casino Representative regarding this issue, please private message me your casino username.

Hello foofoobarken,

Thanks for providing us with your account details. We've sent an email to the Casino Representative. Please keep an eye on this thread for updates.

Haha, I have an update.

I managed to reach live chat and tried another representative to solve this problem, he told me that he reissues the balance for me.

If you think like I did, like "great, there is 15 eur in my balance won, so he removes it and adds 15 eur freechip back, nice!" ... you would be wrong same like me.

I received the freespins back :D I thought that I cannot be more surprised but this definitely overcomes expectations. And after complaining and trying to make him understand that 15 eur from 30 FS is not equal to 30 FS, he added me 5 eur bonus (with max withdrawal of glorious 25 eur) and considered the case solved.

Basically I have been given an unplayable bonus, then I spent like 3 hours trying to solve this with 3 different support representatives, and finally, the bonus has been taken out of my account, to be awarded with ... much worse bonus instead :D 

I really love that this happened to me. Now it's no doubt that I overestimated and glamourized this casino a lot. The withdrawal limits of the bonuses at levels like 25 or 50 eur max withdrawal (like the most tight-fisted casinos - often not very reputable ones), are showing enough how this casino has changed. Then if you won't believe this, you sentence yourself to find it the harder way, like me ;)

Hello foofoobarken,

Thanks for the update! We're still waiting for the Casino Representative to look into this and get back to us. 

Hello foofoobarken,

We are still waiting for the Casino Representative to respond here. We've sent them a reminder email. 

Hello Sydney,

thanks for your message and help.

I find it quite funny... because here they respond exactly the same way, like they responded to my live chat queries recently.

(= not responding at all, or no valuable information provided)

However, I am still curious where will we get.

Hello everyone,

We have made an extensive review of your account and your case, and here what we got.

We had a system update at the time this bonus was just created and some settings ( bet amount) were working incorrectly.

Michal was one of the first customers who has reached our chat and reported this bug, as he can’t put a bet in the dedicated game.

So, the ticket was created on this matter and our developers were into this.

At that very moment, we had a high volume of chats, so you might have received a delayed response to your question

Michal had a possibility to play the spins and have won 14.51 EUR, But once the bonus was fixed,  We should have canceled it and rewarded with a new one( as the new settings will work only on the awarded bonuses after the change were made). So, alas the first win was lost.

Michal and all players were rewarded with 5 freechips to say sorry for such situation, and we have added 10 more freechips to you so the total amount is 15 EUR, just like you had won with freespins before.

Please accept these freechips and our apology for the inconvenience that happened.

Hello Trueflip,

thank you for your message and for the compensation.

Just in case that you would be interested in a bit of feedback - I appreciate your effort in the proper investigation of this case, but then you must have gone through all the communication and verbal football I was playing for hours with several supports and their really poor and quite ignorant attitude. After all this you are now saying, that your decision was to reward everyone 5€ freechip (that has much lower limits, than the original bonus!) as a satisfaction, regardless of the amount that was won in the freespins by each player - I find this really inappropriate decision.

Moreover, considering my experience with incompetent support representatives, together with the value of extra time spent and overall impression of this situation makes me believe that to credit that 5€ (or 15€, to me) should not be the subject of any decision-making of the casino, but - to be honest - from an award-winning casino like TrueFlip (or at least aspiring to be one) and with such good reputation - I expected a compensation that will be a bit more appealing, than the absolutely necessary minimum. You basically credited me back, what I was entitled to have from the beginning - from the moment I finished spinning the 30 freespins; but the other things - my time spent, etc. are all on my account. This is not what I consider a proper "compensation" :)

Again - I do not expect you to add me any extra credits or bonuses now, as reaction to this my comment. I really do not NEED that bonus money. I just wanted to express that... so far, I had much higher opinion of your casino.

Thank you again for your cooperation.

Best regards

So I couldnt be more frustrated with the crap treatment trueflip and specifically max rogers, the supposed vip manager. So lets start from the beginning, So up until a month ago i had no complaints with the casino. i had no prooblem using the bonuses or playing netent games. then one week the 200% bonus was on a netent game which had never been aproblem but afteer depositing i couldnt find the game it was on so icoouldnt play the bonus. i talked to support which told me to rclear cookies change browswer none of that worked. i was then told to change my city on my profile and was givin a different bonus. the next week i was offered another netent bonus i deposited and again the same problem i then talked to support for a few hours where i was told i actually was elligible for the bonus and that it wouold be fixed that i shouldt have any problems the next week. the next week the same thing happened and when i contacted my vip manager he told me i wasnt elligible for the game and that i shouldnt have used it even though it had been offered to me. and even though i was told the week before i was ellligible and that it would be fixed. And up until the first time the bonus didnt work. i had pplayed netent games without any problems. I KNEW I WAS ELLIGIBLE BUT WAS TOLD I WASNT BY ONE PERSON MEANWHILE THAT I WAS FROM ANOTHER ONE. the next week i again got the offer for netent game i deposited and the same problem. so 160 bonus money sat in my account that i wasnt able to play just like the last few weeks before that. i then had gotten my cashback bonus and in order to use that i had to forfeit the bonus that i wasnt being allowed to use. again just like the few weeks before this. because i wasnt able to play the game it was on but that i shouldve been able to. then this time not even a haalf hour later ii get an email telling me the problem with netent games has been fixed. i checked and sure enough i had access to netent again. THE WHOLE TIME I WAS RIGHT, THE WHOLE TIME THIS MAX ROGERS JUST SLUFFED ME OFF AND WOULDNT ACTUALLY LLOOK INTO THE FACT I WAS ACTUALLY ELLIGIBLE ALL ALONG. I LOST OUT ON PROBABLY 500 CAD IN BONUS MONEY. AND HAD SPENT HOURS AND HOURS TRYING TO GET HIM TO JUST DO HIS JOB AND LOOK INTO THE PROBLEM. AND NOW I WANT COMPENSATION. HE HAS OFFERED ME 100 WITH WAGER REQUIREMENTS. BUT JUST 30 MINUTES BEFORE THE PROBLEM WITH NETENT WAS FIXED I HAD 160 CAD IN BONUS MONEY THAT THE ONLY REASON I FORFEITED WAS CAUSE IT WAS PREVENTING ME FROM USING MY CASHBACK BONUS. I WANT AN APOLOGY AND REALLY I SHOULD BE GETTING ALL MY BONUS MONEY THAT I HAD TO FORFEIT CAUSE THE WHOLE TIME I WAS ELLIGIBLE. AND ITS NOT LIKE IM NOT DEPOSITING AND VEERY MUCH A VIP CUSTIOMER. I DROP THOUSANDS A WEEK HERE. SOMETIMES MORE THEN 10000. 

Hello jamiesolidwordguy,

Please send me your casino username to private message inbox and we'll ask the Casino Representative to look into this.

This casino cut me out of all its bonuses and other loyalty rewards despite I spent lots of money there before and was loyal player. They are actual fraudsters that just make impression of being solid and legit casino. It is not recommended to try your luck if they will decide to make it hard for you or not to play there.

Hello jamiesolidwordguy,

Thank you for providing us with your email address. We've sent an email to the Casino Representative. Please keep an eye on this thread for updates.