TrueLuck Casino - Player’s account has not been closed despite self-exclusion.

Casino name: TrueLuck

Website: trueluck.com

Disputed amount: €570

Date of self-exclusion request: 2/8/2025 at 13:42

Complaint:

On the above date, I submitted a clear and confirmed self-exclusion request to TrueLuck via my registered email. Despite this, the casino accepted €570 in deposits and allowed me to continue gambling — in direct violation of their Terms & Conditions (specifically Section 7.1–7.3), as well as international responsible gambling principles.

I attempted to resolve the matter through their support multiple times, providing my IBAN, full documentation, and written notice. I only received automated and vague responses via live chat, and no proper email reply.

On August 3rd, 2025, I officially submitted a legal complaint to the Ministry of Finance of Costa Rica, where TrueLuck is incorporated. The case was registered under PID: MFCRFXRVLY.

I am now publicly requesting that TrueLuck:

– Fully refund the €570 deposited after my self-exclusion,

– Provide written confirmation of permanent account closure,

– And take responsibility for their breach of gambling protection rules.

I am ready to provide:

– The original self-exclusion request,

– Deposit confirmations and transaction dates,

– Screenshots of the support chats and email threads.

If this is not resolved, I will also file a chargeback through my financial institution and expand the legal case accordingly.

Hello,

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).

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 veronika.f@casino.guru.

Did you send your self-exclusion request from the email address you used for registration in the casino?

When was the last time the casino communicated with you regarding your self-exclusion?

Thank you in advance for your cooperation.

Best regards,

Veronika

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Thank you for your email. Have you received any response from the casino regarding your self-exclusion request yet? Has your account been closed in the meantime?

Dear Veronika,

Thank you for your message and your continued support.

To answer your questions:

🔹 Yes, I sent my self-exclusion request via email on 02/08/2025, clearly stating that it was due to gambling addiction.

🔹 The casino did not act immediately — instead, they allowed me to deposit €570 after that email.

🔹 My account was eventually closed, but only after several emails, repeated follow-ups, and regulatory pressure.

🔹 Even worse, after acknowledging the request, they suggested I wager the remaining balance of €200, in violation of responsible gambling principles.

🔹 I have documented everything: timestamps, emails, chat logs, and bank statements proving the sequence of events.

Unfortunately, despite all this, they still refuse to refund the deposits that were made after my exclusion request.

They also continue to send vague or automated replies and are now denying responsibility, claiming I didn’t follow the "correct channel."

All communication and documentation have already been shared with:

Revolut & Alpha Bank (for transaction disputes)

Ministry of Finance – Costa Rica (regulatory authority)

ECC-Net for EU consumer protection

And of course, with you at Casino Guru

Please let me know what further steps you can take in the mediation process.

I truly appreciate your help — and I will continue pushing this forward legally and publicly until the funds are returned.

Kind regards,

Thank you for your emails and your responses. Could you please clarify when exactly your account was blocked?

Dear Veronika,

Thank you for your continued support.

To clarify your question:

My account at TrueLuck Casino was officially blocked on 02/08/2025, following a self-exclusion request sent via email earlier that day. In that email, I explicitly mentioned gambling addiction and requested full exclusion in line with responsible gaming procedures.

Despite this, after the account was blocked, the casino allowed €570 in deposits to be processed — a clear breach of their own policies and responsible gambling obligations.

Even more concerning:

I was later encouraged via live chat to gamble the remaining €200 balance, despite my self-exclusion being clearly stated and documented.

The casino only started responding with real answers after numerous automated messages and days of delays.

They attempted to dismiss the self-exclusion by falsely claiming I only contacted them via live chat, which is not true.

I have all relevant evidence and timestamps showing the exclusion email and all post-block transactions.

Please let me know if you would like me to resend or forward any specific documents again — I’m happy to assist with anything you need to support this case.

Kind regards,

Thank you for your email. I would like to confirm the timeline as we understand it from the information provided:

• On 2 August, you requested to be self-excluded due to gambling addiction.
• On the same day, after sending your request to the casino, you deposited €570 into your casino account and lost this amount while gambling.
• Later on 2 August, the casino closed your account.
• You mentioned that there was a balance of €200 at the time your account was closed. However, no evidence confirming this has been provided, and according to your most recent conversation with the casino’s customer support, there was no balance remaining on your account.

Can you please confirm that this timeline is correct?

Dear Veronika,

Thank you for your message and for summarizing the timeline so clearly.

I would like to confirm and clarify the following points:

Yes, on 2 August 2025, I submitted a self-exclusion request via email, explicitly stating it was due to gambling addiction.

However, after this request, the casino allowed me to deposit and lose €570, which should not have been possible.

The account was not closed immediately. In fact, it was reactivated without my request shortly after, and I had full access again — something that violates their responsible gaming obligations.

Regarding the €200 balance:

I do have email communication from TrueLuck, where they themselves confirmed that I had €200 remaining in my account after the exclusion.

Later, in live chat, they falsely claimed no such balance existed — a direct contradiction.

I can forward you these emails as evidence to prove that the balance did exist and that the casino changed their statements afterwards.

Please let me know if you’d like me to send these communications directly to your email. I want to ensure everything is transparent and properly documented.

Best regards,

Please forward me the communication regarding the 200€ transaction that should have been left in your account after the account was closed.

I have sent it to you in an email

Dear Veronika,

We would like to provide clarification regarding this matter.

The player currently has two accounts registered with our casino: one under the correct domain .com and another under the incorrect domain .con. The player’s funds are located on the account with the incorrect domain.

When contacting our support team, the player referred to the account with the .com domain, which led to the misunderstanding and to our agents informing her that no funds were available.

We have repeatedly requested the player to initiate a withdrawal of 200 EUR from the account with the .con domain. This withdrawal will be processed immediately. Once the player receives her funds, her account will be closed in accordance with her request.

Thank you for your understanding.

Best regards,

Trueluck Team

Dear Veronika,

Thank you for continuing to assist with this case.

In response to TrueLuck’s recent statement claiming that the €200 were "available" for withdrawal on the ".con" account:

I confirm that no such funds were received, neither in my casino account nor in my bank account (Revolut or Alpha Bank).

To clarify:

I followed their instructions and checked the ".con" account — the balance is zero.

I also verified my bank accounts — no €200 was deposited.

No withdrawal request was processed, and no confirmation or transaction receipt was issued by the casino.

This strongly suggests that the casino is attempting to mislead or delay the process without actually resolving anything.

Once again, I request:

Immediate action to ensure the €200 is properly returned.

Full refund of the €570 deposited after my formal self-exclusion (via email on 02/08/2025).

Permanent closure of both accounts and written confirmation.

I am also keeping full records of all correspondence, including inconsistencies in the casino’s statements, which will be included in any further legal action or consumer authority reporting.

Thank you again for your continued support.

Sincerely,

Dear Veronika,

Thank you once again for your ongoing assistance.

I would like to update you that I have still not received the €200 which TrueLuck claimed was available for withdrawal.

There has been no deposit made to my bank account, no payment confirmation, and no proof of transaction provided by the casino.

In addition:

The casino has completely stopped replying to my emails, despite multiple follow-ups.

Their live chat continues to refer me back to email, while ignoring all correspondence.

Their statements remain inconsistent and misleading — shifting explanations and avoiding responsibility.

At this point, I have received:

No refund of the €570 deposited after my formal self-exclusion request,

No access or receive to the €200 they themselves claim exists,

No accountability for their actions.

They have failed to provide even basic documentation (such as a payment receipt), and are now changing their narrative. This conduct shows a clear disregard for player protection and responsible gambling obligations.

I kindly ask for this case to be escalated further, as I have exhausted all communication attempts on my side.

I am happy to provide screenshots, timelines, and any additional evidence you may require.

Thank you again for your time and support.

Kind regards,

Thank you very much for providing all the necessary information. I will now transfer your complaint to my colleague Kubo (jakub.m@casino.guru) who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction in the near future.

I’m now forwarding every piece of evidence to Jakub, including full screenshots and emails.

Just to clarify once again:

– The casino has still not returned the €200 they claimed.

– I have not received any proof of payment, confirmation, or bank deposit.

– They are still ignoring my emails and giving contradictory explanations.

I’m not dropping this. Everything will be documented and used where necessary.

Dear CasinoGuru Team,

We would like to provide clarification regarding this matter.

The player still has 200 EUR remaining in their account registered with the incorrect domain.

As soon as the player withdraws their funds, the account will be permanently closed without the possibility of reopening. We truly want to help resolve this matter as quickly as possible.

Additionally, we are ready to provide confirmation that the funds are still available in the player’s account.

Thank you for your understanding.

Best regards,

Trueluck Team

Dear sstefania292719,

It’s a pleasure to e-meet you. My name is Kubo, and I’ll be handling your complaint moving forward. If there have been any updates or new developments since your last message, please don’t hesitate to share them with me.

Regarding your issue with the funds deposited after requesting a self-exclusion, I must inform you that, from our perspective, there is unfortunately no basis for a refund. While we agree that it would be best if casinos applied self-exclusion measures immediately upon request, it is important to recognize that such requests - especially those submitted by email to a casino’s responsible gaming department - are reviewed personally by designated staff. It is therefore not always possible to review, process, and enforce the request at the very moment it is received. For this reason, we consider a reasonable timeframe of a few business days acceptable for processing self-exclusion requests.

I have carefully reviewed the complaint thread and the information provided so far, but I remain unclear about certain aspects of your case. Initially, it appeared that your account was not closed after your self-exclusion request. However, the current information suggests that you had two accounts with the casino. Could you please clarify when you created the second account, and whether the deposits in question were made to your original account or to the new one (under an incorrect .con domain)?

Thank you in advance for helping clarify these points.

Dear TrueLuck Casino,

Thank you for your clarification. The player states that she does not have access to the second account where the funds you intended to return are currently held. Would it be possible to process the withdrawal manually via the same payment method she originally used to deposit these funds?

Thank you for your cooperation and assistance.

Best regards,

Kubo

Dear Kubo,

Thank you for reaching out to us!

The player can send us a new email from their address with the correct domain, and we will reset the password for the account where the funds are held. This will allow the player to submit a withdrawal request, which our financial department will confirm immediately.

We would also like to inform you that the player’s account with the correct domain was closed upon the player’s request. The second account will be closed as soon as the withdrawal is successfully completed.

Best regards,

Trueluck Team

Dear Kubo,

Hope you`re doing well!

We would like to inform you that the player was able to request a withdrawal.

The withdrawal has been successfully processed on our side.

As soon as the player confirms receipt of the funds, the account will be blocked in accordance with the request.

Thank you for your cooperation!

Best regards,

Trueluck Team

Dear Kubo,

Thank you for your continued support.

I confirm that I have successfully received the €200 withdrawal.

I now kindly ask that my account be permanently closed as previously requested.

Best regards,

[redacted by Casino Guru]

Dear sstefania292719,

We would like to inform you that your account has been closed as you requested early.

Thank you for your understanding.

What is more - feel free to contact us whenever you face any difficulties or need additional assistance, we are available round the clock!

Best Regards,

Trueluck Team

Dear Kubo,

Thank you again for your time and support throughout this matter.

I confirm that the €200 balance has been successfully withdrawn, and my account has been closed as requested.

However, I would like to formally continue pursuing the refund of the €570 that were deposited after my self-exclusion request, which I submitted via email on 02/08/2025, explicitly stating gambling addiction as the reason.

Despite the casino’s position, I must respectfully emphasize the following:

My request for self-exclusion was sent via email, which is the official channel, and I clearly referred to a gambling problem.

According to most regulatory standards (including EU consumer protection guidelines), operators are expected to act on self-exclusion requests without undue delay, especially when the message is clear and relates to responsible gambling.

All of the €570 in deposits were made after this email was sent. These transactions should have been technically blocked had the self-exclusion been handled responsibly and in a timely manner.

Regardless of any internal processing delay, the funds were received and accepted after the operator was on notice.

I have already submitted:

Full documentation of the timeline and proof of deposits,

Formal complaints to my banks,

A complaint to Costa Rica’s financial authority and consumer protection channels.

I now ask that this complaint remain open and that the casino be urged to reconsider this refund, as the responsibility to prevent access to the platform after an exclusion request lies with the operator, not the player — especially when addiction is declared.

Thank you again for your continued assistance.

I remain available to provide any additional documentation needed.

Best regards,

[redacted by Casino Guru]

Dear sstefania292719,

Thank you for your update. I’m glad to hear that you have received a refund of your remaining balance and that your account has been closed as requested.

However, as mentioned in my initial message, we are unable to pursue the return of the deposits made right after (on the same day) your self-exclusion request. From our perspective, such funds are not subject to refund.

As much as I would like to assist further, I must respectfully reject your complaint as unjustified in this particular case.

Thank you for your understanding and for your cooperation throughout the process.

Best regards,

Kubo