TrueLuck Casino - Player's funds disappear.

I was playing at the casino Trueluck when I hate the game and number 10 both bet get rejected and my money was gone when is I supposed to when. I tried to contact them but they say they will send an email

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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.

• Was the detailed record of your bet placement recorded in your game history? Would you be able to explain what bets you placed and when?
• Could you please share with me your communication with the casino regarding the issue? Send emails or chat transcripts to my email at tomas@casino.guru, 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.

Hello,

I did send everything through the e-mail

Best regards,

Ali ****

Thanks for sharing the information with me via email.

• Was the information you shared with the casino support sufficient to launch an investigation?
• Do I understand correctly that the casino refunded you the bet that was rejected?

Please let me know.

Was the information you shared with the casino support sufficient to launch an investigation?

Yes, but I am still waiting for their response.

Do I understand correctly that the casino refunded you the bet that was rejected?

Yes, but after about 3 hours

At first, the bet was 0x, then it was changed to 1x

Thanks for your reply.

Without the information regarding what you placed your bet on, we are powerless in confronting the casino.

If there is any record about what your bet placement was, and what the result of the round was, please provide it to me; otherwise, we can't conclude you were supposed to win from said bet.

Looking forward to your reply.

i did shared it with you through the email 

game: snakes & ladders live

it was 141 in totaal and 18 on the 3 round game

result 75x:

Thanks for the explanation.

I apologize, but I can't conclude whether you placed any bets based on the screenshot you shared, as there are no chips placed on the 3 rolls on the screenshot

If the casino refused the bet for any reason, the return of your bet is an acceptable outcome from our point of view.

Sadly, there is little more we can accomplish with the available information.

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.