TrueLuck Casino - Player’s self-exclusion request has been ignored.

Έχω ζητήσει αυτοαποκλεισμο από το συγκεκριμένο καζίνο 4 φορές από τις 15 Ιουλίου. Μου αγνοούν επιδεικτικά τα μηνύματα και είτε μου προτείνουν όρια κατάθεσης, η απαντούν με γενικότητες.Στο μεταξύ έχασα περίπου 300€ λόγω εθισμού. Απαιτώ όλες τις καταθέσεις που πραγματοποιήθηκαν από την ημέρα που ζήτησα αυτοαποκλεισμο. Σας επισυνάπτω και τα σχετικά email. Αυτό το καζίνο θα έπρεπε να ονομάζεται true criminals

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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 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 to my email at tomas@casino.guru
• When was the last time the casino allowed you to deposit?
• Has the casino responded to your refund request already? What did the casino reply?

If your account is currently not blocked, as the next step, I recommend you contact the casino again via email, and at the same time, include me in the copy of the email at tomas@casino.guru

When applying for self-exclusion, clearly state the reason for deactivating your account and specify the period. Additionally, the email subject should be marked and easily recognizable, as the casino support receives many requests per day. If it is marked visibly, you will stand a better chance of having your request granted as soon as possible.

Example:

Email subject: Self-exclusion:

Player’s info:

First name:

Last name:

Date of birth:

Casino login:

Email address:

"Greetings TrueLuck Casino Support,

I’m writing to inform you that I wish to be immediately excluded from this casino and from receiving any gambling-related marketing material permanently.

The reason for my decision is that I am suffering from gambling problems.

I acknowledge that I will not be allowed to rescind my self-exclusion during this period and that the self-exclusion cannot be lifted before the end of the agreed period."

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

Καλησπέρα σας, το ζήτημα με τα χρήματα που κατέθεσα ουσιαστικά επιλύθηκε, διότι έχω κερδίσει ένα αρκετά σεβαστό ποσό από τη στιγμή που υπέβαλλα το παράπονο (1360€). Τώρα θέλω απλώς να βεβαιωθω ότι η ανάληψη μου θα ολοκληρωθεί ομαλά πρωτου κλείσει ο λογαριασμός μου Υπέβαλλα την ανάληψη πριν από 24 ώρες. Θα σας ενημερώσω μόλις ολοκληρωθεί. Σας ευχαριστώ πολύ!

Η ανάληψη μου ολοκληρώθηκε επιτυχώς, αλλά ο λογαριασμός μου παραμένει ανοιχτός παρά τα πολλαπλά emails που έχω στείλει.Το μόνο που θα ήθελα τώρα είναι να κλείσει.

Thanks for the update.

Could you please confirm that you sent a self-exclusion request according to my recommendation to the casino?

Please forward the evidence that you already sent it to the casino and any responses you received. My email is tomas@casino.guru

Looking forward to your reply.