TrueLuck Casino - Player's winnings have been confiscated.

THEY GAVE ME A GIFT OF €50 X10 DEPOSIT. I COMPLETED IT AND MADE A WITHDRAWAL REQUEST OF 1335. THEY DEDUCTED 835 FROM ME, CLAIMING THAT I CAN ONLY WITHDRAW X10. THEN I PURCHASED THE REMAINING €500 EUROS THAT I HAD IN IT A BONUS AT SUGAR RUSH AND I DID IT 1356€. I requested a withdrawal of 1356 again but they again deducted €856. Why?

These €500 were mine. Why can't I withdraw my winnings?

Dear Vasileios1994,

Thank you for submitting your complaint. I regret to learn of the negative experience you encountered with TrueLuck Casino.

To gain a comprehensive understanding of the situation, I would appreciate it if you could answer the following questions:

• Could you please share the conditions of your bonus? Kindly forward them to my email katarina.d@casino.guru.
• How long have you been a player at this casino, please?
• Have you passed the KYC verification, please?

I hope we will be able to help you to resolve this issue as soon as possible. Thank you very much in advance for your reply.

Best regards,

Katarina

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.

About 10 days and yes I passed the verification. On the phone a lady called me and told me that the bonus winnings are for withdrawal if you make the turnover. I didn't withdraw them but I played them. I won and they withdrew my money again.

Hello Vasileios1994,

We would like to update you that due to Katarina, your designated resolver, being on vacation, we have opted to extend the timeline by an additional 7 days. Since Katarina has an in-depth understanding of your situation and maintains direct communication with the casino, we find this extension justified. Your patience is sincerely appreciated, and I assure you that Katarina will contact you at the earliest opportunity.

Thank you for your understanding and ongoing patience.

Best regards, Casino Guru

Dear Vasileios1994,

thank you for your message and patience.

Do I understand correctly that the bonus in question was offered to you via phone?

Have you read any terms and conditions for this bonus, please?

Could you please forward all communications you have had with this casino to katarina.d@casino.guru. This includes emails, live chat transcripts, and any accompanying screenshots.

Kindly notify me here in the thread once the email has been sent.

Looking forward to your reply.

Katarina

Bad casino ate all my money and they are making fun of me and won't even close the account

Dear Vasileios1994,

thank you for your message.

Do I understand correctly that you have lost your funds in a gameplay?

Are you concerned about a potential gambling problem and finding yourself preoccupied with gambling-related thoughts?

Have you submitted a request for account closure? If so, kindly forward a copy of your account closure request to katarina.d@casino.guru.

Looking forward to your reply,

Katarina

Dear Vasileios1994,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

We regret to inform you that, due to the lack of response from the player to our messages, inquiries, and reminder, we are unable to proceed with further investigation or provide potential solutions at this time. As a result, we must close this complaint for the moment.
However, please note that the player retains the option to reopen this complaint at any time in the future should they choose to resume communication. We remain open and ready to assist in resolving the matter should the player decide to reach out again.

Thank you for your understanding.

Best regards,
Katarina
Casino.Guru