The player from Germany formally requested her complete account information from TrueLuck. She highlights continued marketing communications despite disclosing her gambling addiction.
TrueLuck Casino - Player’s account information request remains unresolved.
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Waiting for Casino Guru to reply
3d 18h 44m 37s
TrueLuck Casino
Safety Index 1.7 Very lowCase summary
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1 week ago
Translation
Description of the facts:
On July 30, 2026, I formally requested TrueLuck to release my complete account information, including a complete record of all deposits and withdrawals since the account was opened. The legally mandated one-month deadline expired on August 30, 2026, without any response. Instead, I was repeatedly put off by different support staff and ultimately asked to provide an unsubstantiated "source of wealth" documentation.
Without the requested data, I can neither quantify my actual net loss nor take legal action against it. I explicitly informed TrueLuck of my gambling addiction on January 2, 2026; nevertheless, I repeatedly received personalized advertising even after that (including on August 8, 2026).
I request Casino.Guru's support in getting TrueLuck to release the complete transaction history and in clarifying why marketing communication continued despite the disclosed addiction.
Automatic translation:
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1 week ago
Important notice:
Casino Guru will never ask for payments or access to your accounts to complete KYC. If someone claims to be from Casino Guru and does that, do not share any information.
We only contact players through this official complaint thread or via @casino.guru e-mail addresses. Always check the sender’s domain and verify your complaint resolver’s e-mail address by clicking on their avatar visible inside the official complaint thread.
If anything seems suspicious, contact us directly.
Stay safe.
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1 week ago
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 we can better determine how to assist you.
- Is your account currently accessible to you?
- Could you please share the communication in which you informed the casino about your gambling issues? Please share the information with timestamps if available, to my email at tomas@casino.guru
- When was the last time the casino allowed you to deposit?
- Could you please clarify the format of the advertisement you received? (targeted emails, newsletters, calls etc.)
In the meantime, check other resources and information in our responsible gambling guide found here: https://casino.guru/responsible-gambling-guide
Thank you very much in advance for your reply.
Best regards,
Tomas
