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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.

Ich habe das Casino mehrfach über Live Chat und email über meine Spielsucht informiert! Leider wurde nie darauf reagiert was zu weitere Verluste geführt hat.

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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

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.

Guten Tag,

nein, ich habe keine Rückmeldung erhalten.

Der Support per livechat reagiert nicht auf meine Aussagen und mir wird lediglich gesagt schließanfragen werden Ausschließlich per email bearbeitet.

mein Account ist Verifiziert bei Trueluck.

welche Nachweise ? Ich habe Ihnen die Screenshots bereits hier hochgeladen.

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.

They received the documents via email.

die Nachweise haben sie per email Erhalten

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.

Mein Account wurde endlich gesperrt nachdem ich meine Einzahlungen zurückgefordert habe.

eine Rückzahlung habe ich nicht bekommen, daher bitte ich um Hilfe

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

Thank you for your cooperation.

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

Nein, mein Account wurde jetzt wie erwähnt gesperrt, ich kann die Übersicht nicht mehr herunterladen

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.

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!

nein kann ich nicht , da ich in mehrere Casinos gespielt habe , das Casino kann gerne die Einzalungsübersicht zur Verfügung stellen wenn Sie die mit einbeziehen würden!

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

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.

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