TrueLuck Casino - Player’s account closure request is ignored.

έχω ζητήσει από το τσατ πάρα πολλές φορές να κλείσουν το λογαριασμό μου .. μου είπαν να στείλω εμαιλ με το αίτημα μου και το εκανα ,συμπλήρωσαν μια φόρμα για τους λόγους που θέλω να κάνω αυτόαποκλεισμό και είπα ότι έχω πρόβλημα εθισμού ,δεν έκλεισε ποτέ ο λογαριασμός μου,μου δίνουν μόνο μπόνους και μου εύχονται καλή τύχη ,αυτό γίνεται για πάνω από δύο μήνες και κάνω καταθέσεις με εκατοντάδες ευρώ ,ζητώ τη βοήθεια σας

Hello,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with TrueLuck Casino.

Please allow me to ask you a few questions so I can better understand the situation.

• Have you tried contacting support after you learned your self-exclusion request wasn't granted?
• Could you please share your self-exclusion requests with me? Please share the information to my email at katarina.d@casino.guru.
• Could you please advise when was the last time the casino allowed you to deposit?

In the meantime, check other resources and information in our responsible gambling guide found here: https://casino.guru/responsible-gambling-guide

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,

Katarina

Important Notice: Casino.Guru will never ask you to make payments or grant access to your accounts in order to complete KYC on your behalf. If anyone claims to be from Casino.Guru and requests such information, do not share anything with them.

All communication from us will be through this official complaint thread or the official email addresses provided in your case. Please always check the domain of any email you receive and verify that it truly comes from us. You can confirm this by clicking on your complaint resolver’s profile.

If you notice anything suspicious, don’t hesitate to reach out to us directly.

Thank you for your patience, and stay safe.

έχω ζητήσει πάρα πολλές φορές να κλείσει ο λογαριασμός μου ,και μέσω τσατ και μέσω email έκανα αυτό το αίτημα ,η τελευταία φορά που έκανα κατάθεση ήταν χθες ...😐

Dear Lazarosbot,

Thank you for taking the time to share your experience. We sincerely apologize for not meeting your expectations and for the distress caused by the delay in closing your account.

We have carefully reviewed your case and acknowledge the seriousness of your request regarding self-exclusion due to gambling addiction. We deeply regret that your request was not actioned promptly and that you continued to receive promotional offers during this period. This clearly does not align with our responsible gaming policies, and we understand how upsetting this must have been for you.

Please be assured that your account has now been permanently closed as per your original request. We are also conducting an internal investigation to ensure that such incidents do not happen again, and that all future self-exclusion requests are handled with the urgency and care they deserve.

Your well-being is our priority, and we are committed to taking the necessary steps to improve our processes.

Best regards,

Trueluck Team

ναι όντως έχει κλείσει ο λογαριασμός μου αλλά το ότι φτάσαμε μέχρι εδώ το θεωρώ τραγικό ... επίσης θέλω μέρος των χρημάτων που έκανα κατάθεση μετά το αρχικό αίτημα του αποκλεισμού

Dear Trueluck casino,

thank you for your message and your prompt actions with the closure of the account.

Dear player,

Could you please share the deposit history since your first account closure request, please?

Looking forward to your reply,

Katarina

ο λογαριασμός μου έκλεισε κατόπιν του παραπόνου που έκανα εδώ,έχω όμως όλα τα screenshot από τις καταθέσεις και είναι πάρα πολλές όπως μπορείτε να δείτε

Dear player,

thank you for your message and screenshots provided.

Dear TrueLuck Casino,

Could you please review the deposits made to the player's account and recommend a suitable resolution?

Looking forward to your reply,

Katarina

Dear Lazarosbot,

Thank you for your message and for confirming that your account has now been closed. We understand your disappointment with the situation and regret that it reached this point.

Following a thorough review of your account and the circumstances you described, we have assessed your request for a refund in line with our Payment Policy. Unfortunately, your case does not meet the criteria for eligible refunds as defined in that policy.

We recognize that this may not be the outcome you were hoping for, and we assure you that we remain fully committed to promoting responsible gambling and ensuring that account closure requests are handled promptly and in accordance with all applicable regulations.

Best regards,

Trueluck Team

Thank you very much for your cooperation. I will now transfer your complaint to my colleague Matej (matej.l@casino.guru) who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.

Hello lazarosbot, nice to meet you!

My name is Matej, and I will be assisting you with this case. I'll do my best to help you resolve this issue as soon as possible.

I’d like to invite a representative of TrueLuck Casino to join the conversation and participate in the investigation of this case as well. Could you possibly provide additional information regarding the issue with self-exclusion and clarify the situation? I would also appreciate if the casino could provide us with any and all relevant evidence. Any sensitive information or internal system files can be shared with me directly by e-mail matej.l@casino.guru.

Thank you for your patience and cooperation in advance.

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’ which may negatively affect its rating.

Dear lazarosbot,

I have tried to contact the casino repeatedly via e-mails and Teams, but had no success. I’m afraid there is not much that can be achieved without cooperation from their side. I will mark the complaint as "unresolved" in our system, and it will negatively impact their future safety rating on our website as such. I understand this isn't a satisfactory solution to your issue at all. However, the decrease in the rating caused by unresolved complaints might help to change the casino's approach in the future. If the casino decides to react, we will reopen the complaint, and you will be notified by email.

As a next step, I do recommend you contact the Anjouan Gaming Authority and submit a complaint with them. To do this, please go to the casino's website and look for the Anjouan Authority logo, usually placed somewhere at the front page. It should look something like this:

Once you see it, click on it and it should open a license validating page on a separate browser window. Scroll down, until you see the button File a Complaint, click it and follow the instructions. If you need help with submitting the request, or if you hear back from either the authority or the casino, please let me know by sending me a quick message at matej.l@casino.guru.

I would also strongly recommend installing free app BetBlocker (https://betblocker.org/) onto your computer and mobile device, to keep you safe from online gambling sites while browsing the internet. It's free, and for maximum security it is recommended to have a friend or family member to set the app's password in your stead.

I am really sorry I could not be of more help on this occasion. :(

Best regards,

Matej