TrueLuck Casino - Withdrawal of player's winnings has been delayed.

**Casino name:** Trueluck Casino  

**Username at the casino:** ***  

**Email used to register:** ***  

**Date of issue:** 26-07-2025  

**Problem type:** Withdrawal issue  

**Amount involved:** €2,550  

### Description of the issue:

On July 26, 2025 at 16:00, I requested a withdrawal of **€550** via **Nodapay (instant bank transfer)**. Trueluck Casino informed me that a "technical issue" had occurred, preventing them from processing the withdrawal.

However, I personally contacted Nodapay, who **confirmed that they never received a €550 withdrawal request** from Trueluck Casino. Trueluck insists that they sent the request and are "waiting for Nodapay to respond," even though I received **three email replies from Nodapay within 12 hours**. This strongly suggests that Trueluck has not actually initiated the transaction as claimed.

In addition, there is **a second pending withdrawal of €2,000**, which also remains unpaid without clear explanation.

Since the issue started, Trueluck Casino:

- Has **blocked me on live chat**,

- **Ignores my emails** or sends only automated responses,

- Provides no real-time support or meaningful resolution.

My account is fully verified, I did **not use any bonus**, and I can still log in.  

I have attached screenshots of the relevant conversations, withdrawal confirmations, and Nodapay replies.

### I am kindly requesting Casino.Guru to investigate and mediate this issue, which now totals €2,550.  

I am available to provide any further documentation or answer follow-up questions.

**Attachments included:**

- Email conversations with Trueluck support  

- Confirmation of withdrawal requests  

- Emails from Nodapay confirming no transaction received

Dear player,

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 usual for withdrawals 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. This delay may be caused by 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.

If your account has been successfully verified, your game history checked, your withdrawal approved by the casino, and you still haven't received your winnings by 14 days since requesting the withdrawal, we will intervene and do our best to help you.

Thank you in advance for your patience and understanding.

Best regards,

Complaints Resolution Center

PS: Our initial response was generated based on the information you provided when submitting your complaint. If there has been any misunderstanding and the issue is different or more than just a delayed payment, please rest assured—we will review the details thoroughly and get back to you as soon as possible. Thank you for your patience.

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.

All communication from us will be through this official complaint thread or the official email addresses provided in your case. Please always check the domain of any email you receive and verify that it truly comes from us. You can confirm this by clicking on your complaint resolver’s profile.

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

Thank you for your patience, and stay safe.

Dear player,

I hope you are doing well. As the recommended time frame has now passed, could you kindly update us on whether your withdrawal has successfully been received or if there have been any new developments regarding your case? Thank you for your time, and I look forward to your response.

Dear player,

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.

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,

Dominika

Casino.Guru