TrueLuck Casino - Player’s winnings haven’t been received yet.

I submitted a withdrawal request at TrueLuck Casino after my account was fully verified.

According to their Terms & Conditions (section 6.6), all withdrawals should be processed within two (2) banking days. However, my withdrawal has now been pending for more than 100 hours — well beyond the timeframe stated in their policy.

I have contacted customer support and the live chat several times. Each time, I receive the same response:

"Your withdrawal is under review by our Finance Department. Please be patient."

No one can provide a clear timeframe or explanation for the delay. The responses are repetitive and lack transparency about what is actually being reviewed.

My concerns:

The withdrawal timeframe stated in the Terms has been exceeded.

Support gives generic answers without updates or escalation.

There is no clear communication from the Finance Department.

It’s becoming difficult to maintain trust in the process.

I truly enjoy playing at TrueLuck and appreciate their platform, but this delay has seriously impacted my confidence in the casino.

What I’m asking for:

A clear and transparent update on when my withdrawal will be approved.

An explanation for why the review has exceeded the 48-hour timeframe stated in their own policy.

Confirmation that my withdrawal will be processed without further delay.

Thank you for your time and help.

I’m not trying to speak negatively about TrueLuck — I simply want clarity, fairness, and for them to uphold their own terms.

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Dear Berta1996,

Thank you very much for submitting your complaint. We are sorry to hear about the issue with your withdrawal and understand your concern. However, please bear in mind that it’s quite usual for withdrawals to take a couple of days or even weeks to get fully processed. This means that it may take some time before your money appears in your account. This delay may be caused by unfinished KYC verification or a high volume of withdrawal requests.
That’s why we advise players to be patient, cooperate fully with casino, and wait at least 14 days after requesting their withdrawals before submitting a complaint.

If your account has been successfully verified, your game history checked, your withdrawal approved by the casino, and you still haven't received your winnings by 14 days since requesting the withdrawal, we will intervene and do our best to help you.
Thank you in advance for your patience and understanding.

Best regards,
Complaints Resolution Center

Dear Berta1996,

I hope you are doing well. As the recommended time frame has now passed, could you kindly update us on whether your withdrawal has successfully been received or if there have been any new developments regarding your case? Thank you for your time, and I look forward to your response.

We'd like to inform everyone following this case that the player has marked this complaint as resolved using the dedicated button.

Dear Berta1996,

We are pleased to hear that your issue has been resolved. We will mark the complaint as 'Resolved' in our system. Thank you for your cooperation and confirmation. If you experience any future issues with this or any other casino, please don’t hesitate to reach out to our Complaint Resolution Center. We are here to assist you.

As always, our services are free of charge, and we do not accept any gratuities. However, we would greatly appreciate it if you could take a moment to share your experience with our services on Trustpilot: https://trustpilot.com/evaluate/casino.guru. Your honest review, along with any suggestions for improvement, would be incredibly valuable. It can also help others who are considering contacting us for assistance with online casino-related matters.

Thank you in advance for your time and feedback.

Best regards,

Attila