TrueLuck Casino - Player's self-exclusion request was ignored by casino.

Title: Casino failed to act on self-exclusion request – continued gambling and losses

Message:

I am submitting this complaint regarding a serious breach of responsible gambling obligations by the casino.

On February 18, 2026, I clearly informed the casino via email that I am suffering from gambling addiction and explicitly requested that my account be closed immediately.

Despite this, my account remained active for approximately 9 days. During this period, I repeatedly requested account closure multiple times, including sending a formal second notice.

Not only did the casino fail to block my account, but their VIP manager continued to communicate with me and attempted to retain me as a player. I was also offered bonuses and even encouraged to register at a sister casino, where I received a no-deposit bonus.

As a result of the casino’s failure to act on my self-exclusion request, I continued gambling and lost approximately €45,000 after my initial notification.

Additionally, I was informed that my account was not blocked because my VIP manager was not available at the time. This clearly indicates a failure in internal procedures, as self-exclusion requests should be handled immediately and not depend on a specific employee.

I believe this is a serious violation of responsible gambling policies and duty of care.

I am therefore requesting a full refund of all deposits made after February 18, 2026.

I have all email correspondence and evidence available and can provide it upon request.

I hope this matter can be resolved fairly.

Kind regards,

Aivis

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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 confirm your account is currently closed?
• Have you unsubscribed from the casino's marketing communication?

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,

Tomas