TrueLuck Casino - Player demands funds after account closure refusal.

I have asked to close my account due to gambling addiction, but they refuse to close it and refer to email. I have sent an email but it is not delivered. And now I have lost over 10,000 SEK in just a few days. So I want to demand the money back. It is probably even more money but 10,000 SEK I know. Incredibly dishonest company and it is the first time I have experienced that customer service does not care at all.

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Hello,

Thank you very much for submitting this complaint. I'm sorry to hear about the problem you're experiencing. I have read the casino's Terms and Conditions and this is what I have found:

SELF-EXCLUSION

If you are diagnosed with a gambling addiction or wish to stay away from gambling for any other reason, we want to assist you in avoiding anything that may not be beneficial for you. "Self-Exclusion" means that you voluntarily choose to exclude yourself from all gambling services. This exclusion cannot be undone for the set period.

If you wish to self-exclude yourself from gambling, please message our support team at support@trueluck.com and specify the desired time span, which can range from 1 day to 5 years. Our support team will guide you through the next steps and inform you of any necessary requirements.

Please note that Self-Exclusion is permanent for the selected duration and cannot be reversed for your own protection.

During the Self-Exclusion period:

You are not allowed to create a new account.

Any attempt to create a new account during Self-Exclusion is a violation of our Terms of Service and may result in the permanent ban of your original account.

If you need further assistance, don’t hesitate to reach out to us.

What email address did you use to register at this casino? Have you used the same email address to contact the casino with the request to close your account due to gambling addiction?

Have you passed the full KYC verification, or at least submitted any identity documents to the casino for verification?

I hope we will be able to help you resolve this issue as soon as possible. Thank you very much in advance for your reply.

Best regards,

Attila

Dear jphpn429tg96,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

We regret to inform you that, due to the lack of response from the player to our messages, inquiries, and reminder, we are unable to proceed with further investigation or provide potential solutions at this time. As a result, we must close this complaint for the moment.
However, please note that the player retains the option to reopen this complaint at any time in the future should they choose to resume communication. We remain open and ready to assist in resolving the matter should the player decide to reach out again.

Thank you for your understanding.

Best regards,
Attila
Casino.Guru