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

Dear Sir/Madam,

I am submitting a formal complaint regarding TrueLuck.com and their repeated refusal to permanently close my account despite multiple clear requests.

I have contacted their support team more than ten times requesting permanent account closure and deletion of my data. Instead of complying, they offered me bonuses. I clearly declined and reiterated that I want my account permanently closed. After that message, they stopped responding altogether.

I find this conduct deeply concerning and unprofessional. A gambling operator should respect a clear request to close an account immediately, especially after repeated contact.

I am requesting your assistance in resolving this matter please...

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Dear Daan,

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).

Have you ever mentioned gambling addiction or gambling-related harm as the reason for your account closure request? Please note that we are able to assist only those players who are experiencing difficulties with self-exclusion due to gambling addiction.

Thank you in advance for your cooperation.

Best regards,

Veronika

Yes I do have a gambling problem which is how I ended up at Trueluck because they do not comply with Dutch gambling laws. However, they refuse to ablige with any of my requests to shut down my account. It does not feel safe and it is risky for me to have an open account.

Dear Daan,

Thank you for contacting us!

We would like to apologize for the delay and inform you that your account has been blocked in accordance with your request.

We hope for your understanding!

Best Regrads,

Trueluck Team

Dear TrueLuck Casino representative,

Thank you for reaching out and assisting the player. We appreciate your cooperation.

Dear Daan,

Can you please confirm that your account has been closed? Please let me know if we may close your complaint or if there is anything else we could assist you with.

We'd like to inform everyone following this case that the player has marked this complaint as resolved using the dedicated button.

Dear Daan,

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