The player from Greece had repeatedly requested account closure—over 300 times—due to concerns about temptation and personal obsession with gambling. Despite reaching out to both his personal manager and support email, he received no responses regarding his requests, although inquiries related to bonuses received replies. The Complaints Team facilitated the resolution by confirming the player's concerns and ensuring his account closure was processed. The player marked the complaint as resolved, indicating satisfaction with the outcome.
TrueLuck Casino - Player requests account closure but is ignored.
Resolved
Our verdict
Case closed
Amount: ??
TrueLuck Casino
Safety Index:Very lowCase summary
Discussion
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1 month ago
Translation
I have requested countless times, maybe over 300 times, in the email they have told me to contact my personal manager, and in the support email to close my account indefinitely! So I send them an email to close my account, they ignore me normally, while when I tried to send about an invalid issue such as a bonus, for example, they answered me normally! So in short, they avoid closing accounts to players who have made several to many deposits so as not to lose them as customers! I have sent over 300 messages to the email asking for my account to be closed and no one has responded! The reason I want it to be closed indefinitely is because I do not like the environment at this particular casino and I do not want to play there anymore, nor even for it to be a temptation! I want my account to be closed because I am afraid that it is starting to become an obsession for me and I do not want it! Will you help me get it closed or will I take action to report it to them?
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1 month ago
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1 month ago
Dear Ilias_beccaccia,
Thank you very much for submitting your complaint. I'm sorry to hear about your problem.
First, I’d like to clarify the difference between account closure and self-exclusion:
- Closing an account is a simple process with minimal impact—players can reopen their accounts at any time, and the casino has no ongoing obligations toward them.
- Self-exclusion, on the other hand, comes with stricter restrictions. When a player successfully requests self-exclusion, the casino agrees not to reopen the account, except under specific circumstances (such as after a cooling-off period, but never for players with gambling problems).
Please note that we at Casino Guru can help with the account closure only in those cases where the player wants to stop playing due to gambling addiction or gambling problems.
Could you please forward me the account closure requests you sent to the casino, along with the casino's responses? You can send them to me at [email protected].
Thank you in advance for your cooperation.
Best regards,
Veronika
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1 month ago
Translation
Can you please help me? I send them messages every day and they don't respond and instead they send me deposit offers! I have sent you what you asked me to do, finally do something
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1 month ago
Thank you for the screenshots. Could you please specify the email address you used to contact the casino with your account closure request on October 12, when you explicitly mentioned your gambling addiction? If possible, kindly forward me the original email.
Have you also mentioned gambling addiction as the reason for your account closure request in any other messages?
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1 month ago
We'd like to inform everyone following this case that the player has marked this complaint as resolved using the dedicated button.
Dear Ilias_beccaccia,
We are pleased to hear that your issue has been resolved. We will mark the complaint as 'Resolved' in our system. Thank you for your cooperation and confirmation. If you experience any future issues with this or any other casino, please don’t hesitate to reach out to our Complaint Resolution Center. We are here to assist you.
As always, our services are free of charge, and we do not accept any gratuities. However, we would greatly appreciate it if you could take a moment to share your experience with our services on Trustpilot: https://trustpilot.com/evaluate/casino.guru. Your honest review, along with any suggestions for improvement, would be incredibly valuable. It can also help others who are considering contacting us for assistance with online casino-related matters.
Thank you in advance for your time and feedback.
Best regards,
Veronika
