TrueLuck Casino - Player’s withdrawal has been canceled.

While I am certified with all the papers, this morning I made a withdrawal of €280 and they canceled it for no reason.

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 share a screenshot of the verification status of your player's account?
• Have you contacted the casino and asked for assistance?
• Were you able to request a new withdrawal of your winnings?
• Which payment method have you used for a deposit, and which payment method have you opted for when requesting a payout?
• Did you achieve your current balance with the help of a bonus?
• Could you please share with me your communication with the casino when attempting to seek help from support? Send emails or chat transcripts to my email at tomas@casino.guru, or post screenshots here

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

Important Notice: Casino.Guru will never ask you to make payments or grant access to your accounts in order to complete KYC on your behalf. If anyone claims to be from Casino.Guru and requests such information, do not share anything with them.

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If you notice anything suspicious, don’t hesitate to reach out to us directly.

Thank you for your patience, and stay safe.

Meanwhile, I make 2 more withdrawals. One for 300 and one for 80€. And they are canceled. I ask them for an explanation and they tell me one by one. Unacceptable casino

Dear *****,

Thank you for sharing your concern, and we truly regret the inconvenience you’ve encountered with your recent withdrawal attempt.

Please allow us to clarify that your withdrawal was canceled in accordance with our standard KYC (Know Your Customer) procedure, which is a mandatory part of our compliance obligations. For any withdrawal to be successfully processed, full account verification must be completed. This ensures a secure environment for all players and helps prevent fraud or misuse of the platform.

We sincerely appreciate your patience and look forward to resolving this matter with you.

Best regards,

Trueluck Team

But you answered me before I made the first withdrawal that I was identified.

Since I made a withdrawal on Monday, the entire amount has now been over 48 hours and now they're telling me otherwise.

I'm still waiting for my withdrawal for five days and then there are excuses that they are processing it.

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

Dear dimitrissmirnaios,

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,

Tomas