TrueLuck Casino - Player's withdrawal has been cancelled and funds are missing.

Hello Casino Guru Team,

I would like to submit a formal complaint regarding an unresolved withdrawal issue with the casino, as I have not received any response from their support team so far.

Two days ago, I submitted a withdrawal request in the amount of €529.27. According to the casino’s stated withdrawal policy, the transaction should have been processed and credited within 48 hours.

However, today the withdrawal status was unexpectedly updated to "Cancelled", without any prior notification or explanation. More importantly, the funds have not been credited back to my casino balance, and at this moment the money appears to be missing entirely.

I am unable to confirm whether the amount was ever returned to my account so that I could request a new withdrawal. The balance does not reflect the €529.27, and I have no clear information about where the funds currently are.

I have attempted to contact the casino’s support team multiple times, but I have not received any reply.

I am attaching relevant screenshots as evidence, showing:

The original withdrawal request

The cancelled status

My current balance, where the funds are not visible

I kindly ask for your assistance in contacting the casino and helping resolve this issue, as this is a significant amount and the lack of communication is concerning.

Thank you in advance for your support.

Kind regards,

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Dear SSTEFOUS,

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 common for withdrawals to take a couple of days or even weeks to get fully processed. This means that it may take some time for the money to appear in your account. This delay may be caused by an unfinished KYC verification or a high volume of withdrawal requests.

That’s why we advise players to be patient, cooperate fully with the casino, and wait at least 14 days after requesting their withdrawals before submitting a complaint.

Since your withdrawal has been cancelled, I would like to ask you for clarification:

• Did you complete the verification process before attempting to withdraw your funds?
• Were there any specific terms or conditions stated during the withdrawal process that you might have missed?
• Could you please specify the methods of payment you used for both the deposit and withdrawal?
• Are there any wagering requirements that could have affected your withdrawal request?

Your cooperation in providing these details will help us investigate and work towards a resolution. Additionally, if you have any relevant communication with the casino that you would like to forward to us, please feel free to send it to petra.h@casino.guru.

Thank you in advance for your patience and understanding.

Best regards

Petra

Hello Casino Guru Team,

I would like to report in detail what has happened with Trueluck.

My original withdrawal was cancelled with no valid reason.

For three days I received ONLY automated replies from at least four different agents (Melissa, Gustavo, Mike, Martin) all repeating the same template: "your case is forwarded to the appropriate team, please wait."

The amount of 527€ was never returned to my bank account — it simply disappeared from the withdrawal section.

After continuous pressure from my side, the funds were credited back to my casino balance, as the casino admitted that the transaction was supposedly rejected by my bank.

I then submitted a NEW withdrawal using the SAME card method, as instructed, and I was told again to wait up to 48 hours.

On the same day the casino cancelled the withdrawal AGAIN, returning the balance to 0 progress and continuing exactly the same automated communication.

I proposed alternative payout methods (different bank account and Revolut/ Revolut IBAN) in order to avoid any further "bank related" excuse. Despite that, no real attempt of a manual payout was made.

This behaviour is unacceptable and looks like deliberate delay to avoid payment. I request your immediate intervention so that:

the casino proceeds NOW with payout to the new method I provided,

or at least performs an instant test transaction to identify the real issue.

I have all proofs and I attach a summary print screen of all my deposit transactions, and I can provide them one by one if required.

Please help me resolve this as I feel the casino is not treating me fairly.

I will send you the proofs for all the above to the above mentioned email address

Kind regards,

Dear SSTEFOUS

Thank you for your cooperation and for providing all the necessary information. I truly appreciate the time and effort you’ve taken to share everything with us so far.

Your complaint will now move to the next stage of our process and be handled by your dedicated Resolver Martina (martina.b@casino.guru). This is a standard step in our procedure, as the Resolver will take over communication with the casino directly and manage your case from this point onward.

No action is required from you right now. Your Resolver will reach out through this thread if any additional details are needed. You can rest assured that your case is in very capable hands.

I wish you the best of luck and hope your case will be resolved to your satisfaction soon.

Kind regards,

Petra

Dear SSTEFOUS,

My name is Martina and from now on, I will assist you with resolving your complaint. I am sorry for the situation you found yourself in. I will contact the casino and try my best to resolve the issue as soon as possible.

Now I would like to invite TrueLuck Casino representative to join this conversation and participate in the resolution of this complaint.

Dear casino representative, could you please provide more information about this case and state the reason why no withdrawal option was provided to the player to fix the issue?

Thank you in advance for providing the information.

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.

Dear SSTEFOUS,

I have tried to contact the casino repeatedly but had no success. I'm afraid there is not much that can be achieved without cooperation from its side. Since the casino operates without a valid license and doesn't refer to any ADR service, there is no gaming authority to turn to.

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 rating caused by unresolved complaints could help to change the casino's approach. If the casino decides to react, we will reopen the complaint and you will be notified by email.

I can only recommend you choose casinos by their reviews and ratings in the future to avoid situations like this. I am sorry we could not be of more help on this occasion.