The player from Germany faced issues with withdrawing funds from Trueluck as his verification documents had been submitted multiple times but were not processed. He felt that his requests were being ignored and had received no response to his recent messages. We investigated the situation and confirmed that the player's account was fully verified and the withdrawals were undergoing standard processing times, including an additional verification by the gaming provider that could take 3-4 days. The player was informed that no further documents were required and no account issues were present. The complaint was marked as resolved after the player confirmed that one withdrawal had been processed and the remaining withdrawals were pending verification.
TrueLuck Casino - Player's withdrawal is delayed due to verification issues.
Case closed
Amount: €3,029
TrueLuck Casino
Safety Index:Very lowCase summary
Translation
Dear Casino Guru Team,
I hereby submit an official complaint about the online casino Trueluck.
I have already sent my verification documents to Trueluck several times. However, each time I only receive the same reply that they supposedly "haven't heard from me in a long time".
That is not true, as I submitted my documents repeatedly and on time.
My recent messages have gone completely unanswered. Verification is not being completed, and I currently have no way to properly use my account or withdraw my funds.
I have the impression that my requests are being ignored or that my concerns are not being taken seriously.
I therefore ask for your support and request that you review the case with Trueluck.
Thank you in advance for your help.
Best regards
Important notice:
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Stay safe.
Dear Mickstar,
Thank you for submitting your complaint. I’m very sorry to hear about the difficulties you’re experiencing and appreciate you bringing this to our attention.
Please note that KYC (Know Your Customer) verification is a mandatory security process designed to protect both players and the casino. Because online casinos cannot verify identities in person, KYC is the only reliable method to confirm that an account and its funds belong to the rightful owner. Licensed, reputable casinos handle this step carefully. Although verification can sometimes take a few business days, it is carried out to protect you and prevent misuse of your account. It is also common for casinos to request additional documents even after an account has been verified previously.
To help us investigate and expedite the process, could you please provide the following details:
- Which documents have you already submitted, and when did you send the most recent one?
- Have you provided all the required documents in the correct format?
We hope to resolve this matter quickly. Thank you in advance for your reply and cooperation.
Best regards,
Kristina
TranslationThat's correct.
I have demonstrably submitted all requested documents.
Every time I get the same standard reply. They either haven't received anything or they haven't heard from me in a long time.
TranslationThe amount in question is now 11,000 euros.
TranslationI'm now verified. However, the payouts are still delayed. 
Hello,
I would like to update my complaint with the current situation.
I have 3 withdrawal requests with Trueluck:
– €5,000
– €5,000
– €1,000
(all via bank transfer / IBAN)
Total amount: €11,000.
My account is fully verified (KYC completed).
No additional documents have been requested.
The withdrawals were submitted about 48 hours ago and are still showing as "Pending".
The casino confirmed multiple times in live chat and by email that:
the withdrawals are being processed by the finance department,
the standard processing time is up to 24–48 hours,
no issues or violations were mentioned.
My VIP manager and VIP support are already involved.
Today I received the following message from VIP support:
"Our team will do everything possible to finalise your withdrawals today."
However, at the moment the withdrawals are still pending and no exact processing time can be confirmed by the casino.
I would appreciate your assistance in contacting the casino and clarifying when my withdrawals will be approved.
Thank you very much.
Hello,
I would like to provide an update regarding my complaint.
One withdrawal of €5,000 has already been successfully processed. However, the remaining €6,000 (€5,000 + €1,000) are still pending.
My account is fully verified and no additional documents have been requested. The casino has not mentioned any violations, bonus issues, or verification problems.
It has now been more than 3 days since the withdrawals were submitted. VIP support continues to reassure me that the funds will be processed "as soon as possible," but no clear timeframe has been provided.
I kindly ask for your assistance in contacting the casino to clarify when the remaining funds will be approved and processed.
Thank you for your support.
Thank you for your reply, Mickstar. It’s quite usual for withdrawal 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. That’s why we advise players to be patient and wait at least 14 days.
- Could you please let us know the current status of your withdrawal requests — are they shown as "pending" or "processed" in your casino account? If possible, please attach a screenshot of your withdrawal history in this thread so we can review it.
- Additionally, please forward all relevant correspondence between you and the casino to kristina.s@casino.guru, or you may post it here. Once we have that information, we’ll review it and advise on the next steps.
Thank you in advance.
TranslationUpdate:
My withdrawals were requested on Wednesday, February 11th at 11:00 AM.
Current status of the casino account: Both remaining withdrawals are still marked as "pending".
A previous payment of €5,000 has already been successfully processed and paid out.
According to the casino's latest statement, the payout is currently undergoing "verification by the gaming provider".
I was informed that this exam can take an average of 3-4 days.
It was explicitly confirmed that:
No additional verification is required from my side
There is no problem with my account.
I am currently waiting for this provider verification to be completed.
We'd like to inform everyone following this case that the player has marked this complaint as resolved using the dedicated button.
Dear Mickstar,
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,
Kristina
