TrueLuck Casino - Player's account is closed and winnings are confiscated.

My account had €26,000 in winnings. They blocked my account to avoid paying me. I had another account with them a while ago using a different email address, but I lost it and created a new email and account—nothing illegal. I sent all the information they requested for the second account verification, as my account was already verified. But when I won a large prize, they asked for another verification. Once they had everything, they blocked my account and kept my €26,000 winnings. They are scammers.

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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.

• Could you please explain when you stopped using your previous account in the casino?
• Have you benefited from bonuses, such as welcome bonuses, on either account?
• Have you contacted casino support and tried gaining access to your original account at any point?
• Could you please share with me your communication with the casino regarding the incident? Send emails or chat transcripts to my email at [email protected], or post screenshots here

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,

Tomas

Due to the increased volume of complaints during this time of year, we kindly request your patience while awaiting our responses. We aim to publish each complaint within 72 hours of submission, but reserve up to 7 days to reply to any subsequent comments. Additionally, please be aware that it might take a bit longer for your complaint to be assigned to a resolver, as we are currently managing over 1,000 complaints. Your understanding is greatly appreciated. Wishing you a delightful holiday season, and we will get back to you as soon as possible.

I haven't been able to access my old account since December 29, 2025. I politely requested via email that support delete my account. A few days later, I created another account with a different email address. I started playing, submitted my documents, and verified the account. After winning a significant sum of money (€26,000), they started requesting more documents, which I sent them all. Then, out of the blue, they blocked my account, claiming I had violated the rules and that you can't have two accounts open simultaneously. However, I never used the first account again, and I have proof that I sent five emails requesting the complete closure of my previous account, all dated before I created the new one. I never used two accounts at the same time. They should have closed the old one. They blocked me and kept all my money. If I hadn't won so much money, you certainly wouldn't have used that excuse. I also deposited a lot of money. It's not fair.

Good morning, I would like to know about my claim against Trueluck, thank you very much.

Thanks for the explanation.

Please note that creating multiple accounts in online casinos is almost universally prohibited. Failure to adhere to this rule ranges from closure of the account to balance confiscation. Since we can't conclude that you breached this rule by accident, it would be impossible for us to ask the casino not to enforce its terms and conditions. https://trueluck.com/policy/terms-of-use/

3. MULTI ACCOUNTS

3.1. You can sign up (register) and use only one Account on the Website.

3.2. Only one Account for each household, IP address and computer or device is allowed. If two or more users share the same household, IP address and computer or device we must be informed by the respective Accounts’ holders in advance.

3.3. If you sign up or attempt to register more than one Account, for whatever reason, we may block or close any or all of your Accounts at our discretion. We may also void all the bets that have been placed in duplicate Accounts, block bonuses and gifts and void withdrawal requests. In addition, any returns, winnings, or bonuses that have been gained or accrued during the duplicate account lifecycle will be forfeited from you.

If you happen to register an account in an online casino, we recommend that you don't create another one to prevent similar issues.

Due to the aforementioned reasons, we will now proceed to reject this complaint. Thank you for your understanding. I am genuinely sorry that we were not able to assist you more effectively in this particular situation, as we always aim to help players resolve their issues whenever possible.

Please remember that you are welcome to contact us again if you run into problems with any online casino in the future. Whether it is a question, a concern, or a new issue that needs to be looked into, our team is here and ready to support you.