TrueLuck Casino - Player's account remains open despite self-exclusion request.

Dear les122,

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.

• How long have you been a player at this casino, please?
• Could you please share your self-exclusion requests with me? Please share the information to my email at katarina.d@casino.guru. Kindly send it as a forwarded email instead of a screenshot.
• 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:

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We only contact players through this official complaint thread or via @casino.guru email addresses. Always check the sender’s domain and verify your resolver’s email by clicking on their avatar visible inside the official complaint thread.

If anything seems suspicious, contact us directly.

Stay safe.

Thank you very much, les122, 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 les122, 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.

Hello Matej,

You can make the postings here public so other people can see - just private information should remain invisible.

I would like to add an update, the account has been closed now, but that doesnt change the fact that I first contacted the VIP Chat Support and asked to be self excluded due to gambling addiction - and they pointed me to the VIP Email. I sent the email, and the response was 'We're sorry you had bad luck, here's a bonus so maybe you can change your luck' instead of closing my account instantly like I asked due to gambling addiction problems. So they saw my request, and instead they tried to profit off me more. Multiple emails were sent after this but no response (only responses with bonuses and account 2FA issues) every time I brought up the self exclusion they ignored it. Since the request 4,000 euros were spent while I was pleading through chat and emails to close my account - I just got bonuses from the VIP manager.

Hi les122, thank you for the additional details. I am glad at least the account got closed, as it is better than nothing.

Unfortunately, this casino is well-known to us for not responding to public complaints and rarely dealing with them too. This is also reflected on their poor safety index rating on our site. Still, it is great that you have opened this complaint, as once closed, it will further decrease the casino rating, hopefully serving as a warning to others not to play there. However, I have contacted the casino again, proposing solutions that would be beneficial for you as well as the casino themselves. We'll see if anyone replies back this time.

Dear Matej,

Thank you for your follow-up!

We would like to inform you that we acted in accordance with our internal procedure for closing player accounts.

On September 3, the player first mentioned his addiction, and on September 6, the account was closed. During this period, no deposits were made.

On September 1, the player requested only a regular closure, without any mention of magbling addiction, which is why we followed our standard internal procedure.

Thank you for your understanding!

Best Regards,

Trueluck Team

Hello,

Unfortunately TrueLuck decided to lie, I'll attach everything timestamped (hide the attatchments).

My addiction was mentioned on the chat from September 1st where I was told to send an email and the email was sent instantly. On the same email thread I mentioned the addiction Dimitris the VIP Manager told me he's sorry and added me bonuses. It's a huge lie that I requested a general closure since it's written in the email cleary and clearly TrueLuck decided to add bonuses while acknowledging my issue.

After that 3-4,000 euros were deposited.

They were well aware of the addiction from September 1st (It's my time that's why it says September 2)

The general closure is a tremendous lie and all the emails were forwarded as they were to the email Katarina provided.

It's unfortunate that you are caught lying publicly trying to squeeze everything out of gambling addicts so you'll be able to rack up profits in such a horrible way. I demand my deposits after my request of closure due to severe gambling addiction to be returned, not to mention the severe psychological damage you caused by trying to lure me in again with bonuses - succesfully - when I was in such a vulnerable place.

Dear TrueLuck Casino, could you please address the above screenshots posted by the player? Is there an explanation why VIP manager offers bonuses to someone who clearly stated gambling addiction? Thank you.

Hello,

Just wanted to add - it's not just screenshots, everything is logged in Gmail threads and there to see for both of us - as well as the live chats. Also these emails have been forwarded to Katarina as they were, untouched. If TrueLuck tries to deny it again it is a disgusting attempt to take advantage of gambling addicts and situations like these. In case this happens I advise you to remove this operator or issue a big warning of what they are trying to do.

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 les122,

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 protection it is recommended to have a family member or a friend to set up the password in your stead. Lastly, I would advise to block all the mobile numbers and e-mail addresses that are sending you promotional materials.

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

Best regards,

Matej