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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

Sehr geehrtes Casino-Guru-Team,

ich möchte hiermit eine offizielle Beschwerde über das Online-Casino Trueluck einreichen.

Ich habe meine Verifizierungsdokumente bereits mehrfach an Trueluck gesendet. Jedes Mal erhalte ich jedoch lediglich die gleiche Antwort, dass man angeblich „lange nichts von mir gehört" habe. 

Das entspricht nicht der Wahrheit, da ich meine Unterlagen wiederholt und fristgerecht übermittelt habe.

Auf meine letzten Nachrichten wird überhaupt nicht mehr reagiert. Die Verifizierung wird nicht abgeschlossen und ich habe derzeit keine Möglichkeit, mein Konto ordnungsgemäß zu nutzen oder mein Guthaben auszuzahlen.

Ich habe den Eindruck, dass meine Anfragen ignoriert werden oder mein Anliegen nicht ernsthaft bearbeitet wird.

Ich bitte Sie daher um Ihre Unterstützung und darum, den Fall mit Trueluck zu prüfen.

Vielen Dank im Voraus für Ihre Hilfe.

Mit freundlichen Grüßen 

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.

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

That'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.

Das ish ja auch richtig

ich habe alle angeforderten Dokumente nachweislich eingereicht.

ds kommt jedes Mal die selbe Standard Antwort zurück. Sie hätten nichts bekommen oder sie haben lange von mir nichts gehört.

The amount in question is now 11,000 euros.

Es sind nun 11.000‘ Euro um die es geht.

I'm now verified. However, the payouts are still delayed.

Nun sei ich nun verifiziert. Die Auszahlungen verzögern sich trotzdem

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.

Update:

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.

Update:

Meine Auszahlungen wurden am Mittwoch, den 11.02. um 11:00 Uhr beantragt.

Aktueller Status im Casino-Konto: Beide verbleibenden Auszahlungen stehen weiterhin auf „ausstehend" (pending).

Eine frühere Auszahlung über 5.000 € wurde bereits erfolgreich bearbeitet und ausgezahlt.

Laut letzter Mitteilung des Casinos befindet sich die Auszahlung derzeit in einer „verification by the gaming provider" (Überprüfung durch den Spieleanbieter).

Mir wurde mitgeteilt, dass diese Prüfung durchschnittlich 3–4 Tage dauern kann.

Es wurde ausdrücklich bestätigt, dass:

keine zusätzliche Verifizierung von meiner Seite erforderlich ist

kein Problem mit meinem Konto besteht

Ich warte derzeit auf den Abschluss dieser Anbieter-Verifizierung

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