HomeComplaintsTrueLuck Casino - Player struggles with lack of support for gambling addiction.

TrueLuck Casino - Player struggles with lack of support for gambling addiction.

Closed
Our verdict

Player stopped responding

Amount: €1,600

TrueLuck Casino
Safety Index:Very low

Case summary

The player from Germany had repeatedly informed the casino about her gambling addiction through live chat and email, but had received no response, which resulted in further losses. She had requested a refund of her deposits, but her account was blocked and the refund was not processed. The player had been unable to provide bank statements as proof of deposits, which prevented the complaint from being resolved. Due to the lack of further communication and evidence from the player, the complaint was closed for the time being. We remained available to assist if the player chose to resume contact.

Discussion
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Suki21
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2 months ago
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I informed the casino about my gambling addiction multiple times via live chat and email! Unfortunately, they never responded, which led to further losses.



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Attila
Complaint Specialist
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2 months ago

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.

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Attila
Complaint Specialist
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2 months ago

Dear Suki21, thank you very much for submitting your complaint. I am truly sorry about your negative experience with TrueLuck Casino. Please allow me to ask you a few questions, so I can understand the whole situation completely.

  • Have you received any responses from the casino via email regarding your self-exclusion requests?
  • If you did not receive any replies via email, have you tried reaching out to the casino through live chat or other official communication channels?
  • Could you please confirm whether you have passed the KYC verification in this casino?
  • Could you please share any additional communication with the casino? Send emails or chat transcripts to my email at attila.g@casino.guru, or post screenshots here.

I hope we will be able to help you to resolve this issue as soon as possible.

Thank you very much in advance for your reply.

Best regards,

Attila


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Suki21
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2 months ago
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Good day,


No, I haven't received any feedback.

The live chat support is not responding to my statements and I am simply told that closing requests are processed exclusively via email.

My account is verified at Trueluck.

What evidence? I've already uploaded the screenshots here.

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Suki21
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2 months ago
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Suki21
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2 months ago

Edited
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Attila
Complaint Specialist
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2 months ago

Dear Suki21,

Thank you for your response. Were you allowed to make further deposits into your account despite stating your gambling problems? If so, could you please send your transaction history to my email? You can reach me at attila.g@casino.guru.

Thank you in advance for your response.

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Suki21
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2 months ago
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They received the documents via email.

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Suki21
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1 month ago
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My account was finally blocked after I requested a refund of my deposits.

I haven't received a refund, so I'm asking for help.

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Attila
Complaint Specialist
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1 month ago

Dear Suki21, thank you for the update. Could you kindly forward the receipts of your deposits as well?

Thank you for your cooperation.

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Suki21
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1 month ago
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No, as mentioned, my account has now been blocked; I can no longer download the overview.

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Suki21
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1 month ago

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Attila
Complaint Specialist
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1 month ago

Dear Suki21, thank you for your response. Could you please forward a bank statement showing the deposits you have made prior to the closure of your account?

Thank you for your patience and cooperation.

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Suki21
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1 month ago
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No, I can't, as I've played at several casinos. The casino can gladly provide the deposit overview if you'd like to include it!


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Attila
Complaint Specialist
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1 month ago

Dear Suki21,

I’m very sorry for the difficulties you’ve experienced. Unfortunately, we cannot request a refund without proof that the deposits were actually made. Since you no longer have access to your account, the only way to proceed is for you to provide a bank statement showing the deposits.

Once we have that, we can move forward with your claim.

Thank you for your understanding.

Best regards,

Attila

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Attila
Complaint Specialist
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1 month ago

Dear Suki21,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

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Attila
Complaint Specialist
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4 weeks ago

We regret to inform you that, due to the lack of response from the player to our messages, inquiries, and reminder, we are unable to proceed with further investigation or provide potential solutions at this time. As a result, we must close this complaint for the moment.
However, please note that the player retains the option to reopen this complaint at any time in the future should they choose to resume communication. We remain open and ready to assist in resolving the matter should the player decide to reach out again.

Thank you for your understanding.

Best regards,
Attila
Casino.Guru

TrueLuck Casino - Player struggles with lack of support for gambling addiction.
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