TrueLuck Casino - Pelaajan tilin sulkemispyyntö jätetään huomiotta.

I asked them twice via e-mail to close my account. They offered me a bonus instead. Told them that i have gambling issues and need to close my account. They did not close my account.

Dear Sienna,

Thank you very much for submitting your complaint. I'm sorry to hear about your problem.

First, I’d like to clarify the difference between account closure and self-exclusion:

• Closing an account is a simple process with minimal impact—players can reopen their accounts at any time, and the casino has no ongoing obligations toward them.
• Self-exclusion, on the other hand, comes with stricter restrictions. When a player successfully requests self-exclusion, the casino agrees not to reopen the account, except under specific circumstances (such as after a cooling-off period, but never for players with gambling problems).

Would you be so kind as to forward me the account closure requests you sent to the casino along with the casino's responses? You can send them to me at veronika.f@casino.guru.

Thank you in advance for your cooperation.

Best regards,

Veronika

Please note that Casino.Guru will never request payments or ask for access to your accounts. If anyone claims to be a Casino.Guru representative and asks for such actions, do not provide any information.

The only official way we will contact you is through this complaint platform or via the email addresses provided in your complaint thread.

Stay cautious, and if you have any doubts, please reach out to us directly.

Hi veronika i just sent you the e-mail.

Thank you for your email. Has the casino responded to the second email you sent, repeating your request to close your account?

Is your account still open, or has it been closed in the meantime?

They did not respond anymore. My account is still open.

Thank you very much, Sienna, for providing all the necessary information. I will now transfer your complaint to my colleague Matej (matej.l@casino.guru) who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction in the near future.

Hello Sienna, nice to meet you!

My name is Matej, and I will be assisting you with this case. I'll do my best to help you resolve this issue as soon as possible.

I’d like to invite a representative of True Luck Casino to join the conversation and participate in the investigation of this case as well. Could you possibly provide additional information regarding the issue with self-exclusion and clarify the situation? I would also appreciate if you can provide us with any and all relevant evidence.  

Thank you for your patience and cooperation in advance.

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 Sienna, I have tried to contact the casino repeatedly, but had no success. I’m afraid there is not much that can be achieved without cooperation from its side. I will mark the complaint as "unresolved" in our system. I understand this isn't a satisfactory solution to your issue at all. However, the decrease in the rating caused by unresolved complaints might help to change the casino's approach in the future. If the casino decides to react, we will reopen the complaint, and you will be notified by email.

Although the casino is claiming to have a licence under Costa Rica Gaming Authority, they do not license online casinos. This means there is no Gaming Authority I could point you towards, that could help. The only thing you can do is to block all the e-mails and phone numbers that are sending you marketing communication, and additionally install free app BetBlocker (https://betblocker.org/nl/), that will keep you safe from online gambling on both desktop PC and your mobile device. I am sorry I could not be of more help on this occasion.

Best regards,

Matej

We’ve reopened this complaint at the request of True Luck Casino. We would like to allow this case one more chance to be resolved and help both parties involved to reach a satisfactory conclusion. The casino has e-mailed us the following:

Dear Team and Sienna,

We sincerely apologize for the delay in responding to your request. Please be assured that the player's account was successfully closed on May 16th. We understand how important this matter is to you and truly appreciate your patience and understanding.

Best regards,

TrueLuck Casino

Dear True Luck Casino, could you please e-mail me the player's account balance details and cashier history showing both deposits and withdrawals, since 8th March 2025 until the account closure on 16th March 2025? This way we can figure out if the player is entitled to a refund. E-mail can be sent to me directly at matej.l@casino.guru.Thank you very much.

Dear Team and Sienna,

We sincerely apologize for not meeting your expectations and for the delay in addressing your request.

We have carefully reviewed your case and acknowledge that your account was not closed as promptly as it should have been following your initial requests. We understand how frustrating this situation must have been for you.

We confirm that your account was permanently closed on May 16th, and we are taking steps internally to ensure our support process is more responsive moving forward.

Should you have any further questions or need additional support, please don’t hesitate to contact us at support@trueluck.com.

Best regards,

Trueluck Team

Dear True Luck Casino, can you confirm if there were any deposits and withdrawals made on the account between 8th and 16th March and if there was any balance on the account left at the time of closure? Thank you.

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.

Seems like the casino is not responding once again. I am returning this case to its previous state of being 'unresolved'.