The player from Germany had requested self-exclusion from the casino on May 25, 2025, due to gambling addiction, but her request was not honored, and she continued to receive promotional emails. This led her to deposit €1,000 and subsequently lose the money, prompting her to seek a refund as she believed her account should have been closed. The Complaints Team had attempted to mediate the situation, but TrueLuck Casino failed to respond to the complaint after multiple requests for clarification. Consequently, the complaint was marked as unresolved, and the player was advised to contact the relevant regulatory authority for further assistance.
TrueLuck Casino - Player's self-exclusion request was ignored.
Unresolved
Our verdict
Failed self-exclusion
Black points: 586
Amount: €1,000
TrueLuck Casino
Safety Index:Very lowCase summary
Discussion
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3 months ago
Translation
Hello dear Casino Guru Team, i
I requested self-exclusion from this casino on May 25, 2025 (see attached screenshot) due to gambling addiction. I also requested to be removed from all email lists. Neither of these requests happened, and due to the aggressive advertising emails, I was tempted to gamble again last week, deposited approximately €1,000, and lost. I would like to request a refund because I believe my account should have been closed back in May. Thank you, best regards
Automatic translation:
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3 months 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 makes such a request, do not share any information.
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.
Dear zeninosilla,
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.
- Have you tried contacting support after you learned your self-exclusion request wasn't granted?
- Could you please share your self-exclusion requests with me? Please share the information to my email at [email protected].
- Could you also send me your deposit history, please?
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
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3 months ago
Translation
Hello Katarina,
Below are my answers:
Have you tried contacting support after learning that your self-exclusion request was rejected?
-> no, because I hadn't tried to subscribe until last week (I received a promotional email, even though I asked to be removed from all mailing lists).
Could you please inform me of your self-exclusion requests? Please send the information to my email address. [email protected] .
I have forwarded it to you via email.
Unfortunately, I can't send you the deposit history. I want to protect myself and not register with the casino.
But it must have been about 500-800 euros.
Thank you, best regards
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3 months ago
Dear Zeninosilla,
Please accept our apologies for the delay in processing your request.
We would like to inform you that your account has been permanently closed without the possibility of reopening.
We appreciate your understanding.
Best regards,
Trueluck Team
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3 months ago
Translation
Dear Trueluck Casino Team,
Thank you for your message. I would like to clarify three points:
- The alleged "delay" concerns a period of almost five months - I submitted my application for self-exclusion on May 25, 2025.
- Your email today mentions a "self-exclusion limit" (see screenshot attached). However, I would like to emphasize that I have requested a permanent and definitive closure of my account, not a temporary suspension. I clearly stated this in my original message.
- Since my account was not closed immediately—at least within 24 hours—despite reporting my gambling addiction, I expect a refund of all deposits I made this month or last week.
Best regards
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3 months ago
Thank you for the update, TrueLuck Casino.
Dear zeninosilla,
- Do I understand correctly, that you have not been an active player in this casino at a time of your self exclusion request?
- Have you received a response from the casino following your initial self exclusion request?
- Have you tried contacting support after you learned your self-exclusion request wasn't granted?
- Could you please advise when was the last time the casino allowed you to deposit?
Looking forward to your replies,
Katarina
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3 months ago
Translation
Dear Katarina,
Did I understand correctly that you were not an active player at this casino at the time of your self-exclusion request?
Answer: At the time of my self-exclusion request, I was an active gambler. Due to my gambling addiction, I applied for self-exclusion on May 25, 2025.
Did you receive a response from the casino after your first self-exclusion request?
Answer: Unfortunately, I can't remember that anymore; it was almost half a year ago.
Have you tried contacting support after learning that your self-exclusion request was rejected?
Answer: No, unfortunately I don’t.
Can you please tell us when the casino last allowed you to make a deposit?
Answer: The last payment was made at the beginning of October, on October 4 or 5, 2025.
Despite my self-exclusion, I continue to receive promotional emails from True Luck, even though I have explicitly requested to be removed from all email lists. I received the last promotional email on October 16, 2025.
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2 months ago
Thank you very much, zeninosilla, for your cooperation. I will now transfer your complaint to my colleague Igor ([email protected]) 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.
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2 months 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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2 months ago
Dear zeninosilla,
I am so sorry to hear about your problem with TrueLuck Casino.
I've checked the files and can see your email request from the 22nd of May 2025, as well as the screenshot attachment from recent days.
You mentioned that you requested self-exclusion on the 25th of May.
Do you also have a screenshot or any other evidence of your request from that day? Or was your only request before October the one from the 22nd of May?
Additionally, do I understand correctly that your account was closed only recently and you can no longer access it?
Best regards,
Igor
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2 months ago
Translation
Hello Igor, I requested self-exclusion on May 22nd and again on May 25th. I'm attaching screenshots of both emails. The account was actually closed only about two weeks ago. Furthermore, I'm still receiving promotional emails with bonus offers... Thank you, best regards.
Automatic translation:
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2 months ago
Dear zeninosilla,
The date on the first screenshot is 5th of October. Are you sure this screenshot is the correct one?
Dear TrueLuck Casino,
Could you comment on the situation?
Thank you in advance for providing the information.
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2 months ago
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.
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2 months ago
Dear zeninosilla,
The TrueLuck Casino has decided not to respond to this complaint again. Unfortunately, without cooperation from their side, there is little that can be achieved. I will mark the complaint as unresolved in our system. I understand this isn't a satisfactory solution to your issue. However, the decrease in the casino's rating caused by unresolved complaints could help change their approach. If the casino decides to respond, we will reopen the complaint and notify you by email.
In the meantime, I recommend contacting the Anjouan Offshore Finance Authority (AOFA) also known as Anjouan Gaming by submitting a complaint through the license badge displayed in the footer of the casino’s website. Regulators often have additional tools and authority to assist players in such situations.
For guidance on how to effectively submit your complaint to the regulator, you can find helpful information in this article.
I’m truly sorry that I couldn’t provide a more favorable resolution this time.
Best regards,
Igor
