TrueLuck Casino - Pelaajan omaehtoista pelikieltoa koskeva pyyntö on jätetty huomiotta.

I have requested self-exclusion from this casino 4 times since July 15th. They blatantly ignore my messages and either suggest deposit limits or respond with generalities. In the meantime I have lost about €300 due to addiction. I demand all deposits made since the day I requested self-exclusion. I am attaching the relevant emails. This casino should be called true criminals

Έχω ζητήσει αυτοαποκλεισμο από το συγκεκριμένο καζίνο 4 φορές από τις 15 Ιουλίου. Μου αγνοούν επιδεικτικά τα μηνύματα και είτε μου προτείνουν όρια κατάθεσης, η απαντούν με γενικότητες.Στο μεταξύ έχασα περίπου 300€ λόγω εθισμού. Απαιτώ όλες τις καταθέσεις που πραγματοποιήθηκαν από την ημέρα που ζήτησα αυτοαποκλεισμο. Σας επισυνάπτω και τα σχετικά email. Αυτό το καζίνο θα έπρεπε να ονομάζεται true criminals

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.

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 we can better determine how to assist you.

• Is your account currently accessible to you?
• Could you please share the communication in which you informed the casino about your gambling issues? Please share the information with timestamps to my email at tomas@casino.guru
• When was the last time the casino allowed you to deposit?
• Has the casino responded to your refund request already? What did the casino reply?

If your account is currently not blocked, as the next step, I recommend you contact the casino again via email, and at the same time, include me in the copy of the email at tomas@casino.guru

When applying for self-exclusion, clearly state the reason for deactivating your account and specify the period. Additionally, the email subject should be marked and easily recognizable, as the casino support receives many requests per day. If it is marked visibly, you will stand a better chance of having your request granted as soon as possible.

Example:

Email subject: Self-exclusion:

Player’s info:

First name:

Last name:

Date of birth:

Casino login:

Email address:

"Greetings TrueLuck Casino Support,

I’m writing to inform you that I wish to be immediately excluded from this casino and from receiving any gambling-related marketing material permanently.

The reason for my decision is that I am suffering from gambling problems.

I acknowledge that I will not be allowed to rescind my self-exclusion during this period and that the self-exclusion cannot be lifted before the end of the agreed period."

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

Thank you very much in advance for your reply.

Best regards,

Tomas

Good evening, the issue with the money I deposited is basically resolved, because I have won a fairly respectable amount since I filed the complaint (1360€). Now I just want to make sure that my withdrawal will be completed smoothly before my account is closed. I submitted the withdrawal 24 hours ago. I will let you know once it is completed. Thank you very much!

Καλησπέρα σας, το ζήτημα με τα χρήματα που κατέθεσα ουσιαστικά επιλύθηκε, διότι έχω κερδίσει ένα αρκετά σεβαστό ποσό από τη στιγμή που υπέβαλλα το παράπονο (1360€). Τώρα θέλω απλώς να βεβαιωθω ότι η ανάληψη μου θα ολοκληρωθεί ομαλά πρωτου κλείσει ο λογαριασμός μου Υπέβαλλα την ανάληψη πριν από 24 ώρες. Θα σας ενημερώσω μόλις ολοκληρωθεί. Σας ευχαριστώ πολύ!

My withdrawal was completed successfully, but my account remains open despite the multiple emails I have sent. All I would like now is for it to be closed.

Η ανάληψη μου ολοκληρώθηκε επιτυχώς, αλλά ο λογαριασμός μου παραμένει ανοιχτός παρά τα πολλαπλά emails που έχω στείλει.Το μόνο που θα ήθελα τώρα είναι να κλείσει.

Thanks for the update.

Could you please confirm that you sent a self-exclusion request according to my recommendation to the casino?

Please forward the evidence that you already sent it to the casino and any responses you received. My email is tomas@casino.guru

Looking forward to your reply.

Dear Magnificenttt,

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,
Tomas
Casino.Guru