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Title: Casino failed to act on self-exclusion request – continued gambling and losses

Message:

I am submitting this complaint regarding a serious breach of responsible gambling obligations by the casino.

On February 18, 2026, I clearly informed the casino via email that I am suffering from gambling addiction and explicitly requested that my account be closed immediately.

Despite this, my account remained active for approximately 9 days. During this period, I repeatedly requested account closure multiple times, including sending a formal second notice.

Not only did the casino fail to block my account, but their VIP manager continued to communicate with me and attempted to retain me as a player. I was also offered bonuses and even encouraged to register at a sister casino, where I received a no-deposit bonus.

As a result of the casino’s failure to act on my self-exclusion request, I continued gambling and lost approximately €45,000 after my initial notification.

Additionally, I was informed that my account was not blocked because my VIP manager was not available at the time. This clearly indicates a failure in internal procedures, as self-exclusion requests should be handled immediately and not depend on a specific employee.

I believe this is a serious violation of responsible gambling policies and duty of care.

I am therefore requesting a full refund of all deposits made after February 18, 2026.

I have all email correspondence and evidence available and can provide it upon request.

I hope this matter can be resolved fairly.

Kind regards,

Aivis

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Hello,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with TrueLuck Casino.

Please allow me to ask you a few questions so I can better understand the situation.

• Could you please confirm your account is currently closed?
• Have you unsubscribed from the casino's marketing communication?

In the meantime, check other resources and information in our responsible gambling guide found here: https://casino.guru/responsible-gambling-guide

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

Best regards,

Tomas

Hello Tomas,

Thank you for your response.

Yes, my account has now been closed, however this was done only on February 27, 2026, despite my self-exclusion request on February 18, 2026.

During this period, I was still able to access my account, deposit funds, and continue gambling.

Regarding marketing communication, I did not explicitly unsubscribe, however I clearly informed the casino about my gambling addiction and requested account closure, which should have triggered responsible gambling procedures.

Please let me know if you need any further information.

Kind regards,  

Aivis

Dear Сasino Guru Team,

Thank you for bringing this matter to our attention.

We take responsible gambling obligations very seriously and would like to clarify the situation based on our internal records.

On February 18, 2026, the player contacted us expressing concerns related to gambling behavior. In line with our responsible gambling procedures, our support team responded accordingly by offering available tools such as limits and self-exclusion options, which are designed to assist players in such situations.

As per our internal procedures, permanent account closure requests must be finalized by a designated manager. At that time, the responsible manager was temporarily unavailable due to being out of office.

However, immediately upon their return on February 26, 2026, the account was promptly closed in accordance with the player’s request.

We would also like to highlight that after the initial closure, the player contacted us again, requesting temporary access to the account in order to use an available bonus. Following this request, the account was briefly reopened upon the player’s initiative and subsequently closed again on February 27, 2026.

Furthermore, on March 16, 2026, the player reached out once more, requesting to reopen the account. This request was declined in strict adherence to responsible gambling policies, as reopening a previously closed account under such circumstances is not permitted.

We understand the sensitive nature of this matter and remain committed to responsible gambling practices, ensuring that all such requests are handled in accordance with our policies and procedures.

Please let us know if any additional information is required.

Kind regards,

Trueluck Team

Dear Casino Guru Team,

Thank you for the casino’s response.

However, I would like to provide a full and accurate timeline of events, which clearly demonstrates inconsistencies in the casino’s explanation and a failure to properly apply responsible gambling measures.

On February 1, 2026, I informed the casino that I am suffering from gambling addiction and requested account closure. My account was closed immediately.

On February 12, 2026, my account was reopened via customer support, despite the casino already being aware of my gambling addiction.

On February 18, 2026, I again clearly stated that I am suffering from gambling addiction and requested account closure.

Despite this, my account remained active until February 27, 2026, during which I was able to continue depositing and gambling, resulting in significant losses.

The casino claims that a manager was required to process the closure and that the delay occurred due to the manager being unavailable. However, this is inconsistent with their own actions, as customer support had already demonstrated the ability to both close and reopen my account.

Furthermore, on March 16, 2026, I received communication indicating that the casino was still prepared to reopen my account, despite my prior declarations of gambling addiction.

These facts clearly demonstrate that:

The casino had the technical ability to act immediately.

The delay of 9 days in closing my account cannot be justified.

My account was reopened after a self-exclusion request related to gambling addiction.

I was allowed to continue gambling while in a clearly vulnerable state.

I would also like to confirm that I have full supporting evidence for all of the above, including email correspondence, chat communication, and transaction records, all of which can be provided upon request.

Once a player explicitly declares gambling addiction, responsible gambling procedures should require immediate and irreversible action to prevent further harm. Allowing continued access and reopening the account under such circumstances represents a serious failure in duty of care and responsible gambling obligations.

Kind regards,

Aivis

Thanks for your replies to both parties.

Dear Aivo,

Is there any communication between you and the casino from either the time you asked the casino to close your account before February 1st or when it was reopened on February 12th?

Thanks for your reply.

Dear Tomas,

Thank you for your message.

I can confirm that there was communication with the casino regarding my account.

Before February 1, 2026, I informed the casino about my gambling addiction and requested my account to be closed. This request was processed and my account was closed.

On February 12, 2026, the account was reopened through live support communication. Unfortunately, I do not have a saved transcript of this chat, as it was handled via online support.

However, I would like to point out that the casino itself confirmed that the account was reopened at my request, which means they should have records of this interaction on their side.

At that point, the casino was already aware of my gambling addiction from my previous request.

I can provide all available email communication and any supporting documents if required.

Kind regards,

Aivis

Dear Aivo,

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, Igor (igor.p@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,

Tomas

Dear Aivo,

My name is Igor and I will be assisting you with your case.

I am sorry to hear about your problem with the TrueLuck Casino and I hope that together we will come to a successful resolution of your issue.

Dear TrueLuck Casino,

Could you please provide additional information regarding this issue and clarify the situation, particularly the fact that the player’s account was not closed and was later reopened despite multiple self-exclusion requests?

The player also mentioned that his account was initially closed on February 1st. Could you please confirm whether this information is correct?

Additionally, could you please provide a document showing all of the player’s deposits?

Thank you for your cooperation.

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 Casino Guru and Trueluck,

Thank you for your response.

However, I would like to point out that I have already contacted the casino support multiple times without receiving any meaningful reply or resolution.

Due to this, I prefer to keep communication here publicly.

Please provide:

1. Confirmation of all my deposits

2. Clarification regarding my self-exclusion requests

3. A clear position on refund or compensation

I am ready to cooperate, but I expect a transparent and concrete response.

Kind regards,

Aivis

Dear Aivo,

I have repeatedly tried to contact TrueLuck Casino but have had no success. Unfortunately, without cooperation from their side, there is little that can be achieved. Since the casino operates without a valid license and does not refer to any ADR service, there is no gaming authority to turn to.

I will now close the complaint as unresolved.

I understand this isn't a satisfactory solution to your issue. However, the decrease in the casino's rating caused by unresolved complaints could help change their approach. If the casino decides to respond, we will reopen the complaint and you will be notified by email.

I recommend choosing casinos based on 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.

Best Regards,

Igor