TrueLuck Casino - Player's withdrawal is delayed due to verification issues.

Hello,

This casino would not payout. I send them ID (front and back), Bank, Energy and another proof it's me with my adres etc...

They want a selfie with me holding a paper with "Hi, TrueLuck with current date'' also with my ID. I send 1, looked me ok, but they complane the paper must have lines. So I sen another with lines. Then they say the hand must be fully visable, so I send again. Now they say they nee a picture with my bresth visual, hahahaha.

Then they say the photo is blurred and more and more excusses.

Hope you can help with this idiot anoying casino.

Regards,

Ed

Hey Eduard,

Hello! Thank you for contacting the support team. Mike's here to help you.

I would like to inform you that in order to complete the verification, you'll need to send the following documents to dpo@trueluck.com from your registered email address:

— Photo of the document that confirms your address (utilities bill, bank statement, which has your name and address fully specified) issued within the last 90 days.

— Please, upload a selfie with an identity document and a paper (in one hand), with a sign "Hi, Trueluck and the current date". Pay attention: your hand and the document must be seen in full. It should be any type of a lined sheet but not blank.

Looking forward to hearing from you!

Best regards,

Trueluck Support Team

They keep asking me same and same over and over again, i did send all the information to them.

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 does that, do not share any information.

We only contact players through this official complaint thread or via @casino.guru e-mail addresses. Always check the sender’s domain and verify your complaint resolver’s e-mail address by clicking on their avatar visible inside the official complaint thread.

If anything seems suspicious, contact us directly.

Stay safe.

Thank you very much for submitting your complaint. I’m sorry to hear about your problem.

Please understand that KYC is a very important and essential process, during which the casino makes sure that the money is sent to the rightful owner. As they don't have the luxury of being able to physically see all of the players and check their identification and documents, this is the only way gambling establishments are able to complete the verification procedures. None of the serious and licensed casinos takes KYC lightly, and it might take a few working days to complete this thorough process.

If you have been asked for a selfie with ID documents or a screen behind you, which is nothing unusual, please follow these important guidelines:

• Do not edit the image in any way
• The photo needs to include your full face, head-on, with no distortions, shadows, or reflections of light. If someone takes the photo for you, make sure they take it from up close and include as little background as possible (remember, no cropping is permitted)
• When you take a photo of your ID, make sure the photo is clear and close enough to read without cropping or editing
• Make sure you take the photo in good lighting conditions, ideally during the day with a lot of natural light

 

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

Best regards,

Tomas

Thanks for the examples for make a selfie.

Yesterday I was in contact with the support and when we come a step further they don't answere anymore and send this;

Hey Ed XO,

Thank you for your inquiry.

To complete the verification procedure, you should upload the following documents to our email: dpo@trueluck.com

Looking forward to hearing from you soon!

And of course, should you need any further help, feel free to reach out to us anytime! 💪

Best regards,

Trueluck Support Team

My answere;

Hi,

You from support, you have to help me. Or let someone from dpo mail contact me for finish this bullsh*t.

Step by step we do this and you wanted to help, so help!

Is the bank document ok?

Regards,

Ed

Hey Ed XO,

Thank you for your inquiry.

The Finance Team is responsible for checking all documents. As soon as you send your bank statement to dpo@trueluck.com, they will review it right away. Once they have it, we will be able to provide you with a clear answer if the document is good for the verification.

Please send the file over, and I will keep an eye on your account for any updates from the team.

Looking forward to hearing from you soon!

And of course, should you need any further help, feel free to reach out to us anytime! 💪

Best regards,

Trueluck Support Team

This is what they do. I sended 3 documents with my adres in it and they won't tell me if it's aproved

I gambled it to 0.

Let them be happy with their scams.

Thanks for help.

Thanks for your reply.

I am sorry to hear about the recent developments.

Sadly, since you have played your winnings, there is little we can accomplish going forward. Please note we can only assist with delayed payment issues when the money is not spent.

Due to the aforementioned reasons, we will now proceed to close this complaint. Thank you for your understanding. I am genuinely sorry that we were not able to assist you more effectively in this particular situation, as we always aim to help players resolve their issues whenever possible.

Please remember that you are welcome to contact us again if you run into any problems with this or any other casino in the future. Whether it is a question, a concern, or a new issue that needs to be looked into, our team is here and ready to support you.