The player from Greece had made multiple requests to permanently block his account but had not received any response from the casino. We had attempted to clarify the difference between account closure and self-exclusion and had requested further information and evidence from the player to proceed. Despite extending the response time, the player failed to reply to our messages and reminders. Consequently, the complaint was closed due to lack of cooperation, with the option for the player to reopen it in the future if desired.
TrueLuck Casino - Player's account block request is delayed.
Closed
Our verdict
Player stopped responding
Amount: ??
TrueLuck Casino
Safety Index:Very lowCase summary
Discussion
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3 weeks ago
Translation
I have repeatedly requested to permanently block my account and I have not received any response.
Automatic translation:
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3 weeks ago
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3 weeks ago
Dear Daou10,
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).
Could you please specify the reason for closing your account? Additionally, would you be so kind as to 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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2 weeks ago
Dear Daou10,
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.
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1 week ago
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,
Veronika
Casino.Guru
