TrueLuck Casino - Pelaajan tilin sulkemispyyntöä ei oteta huomioon.

I requested account closure on 25 May, 7 June, and 19 June due to a gambling problem. Despite depositing €420 since 25 May and multiple follow-ups (emails and live chats), TrueLuck has not closed my account. My final warning email on 23 June at 11:44 AM CEST, with a deadline of 07:18 PM CEST, and live chat updates (e.g., 01:25 PM CEST), were ignored. I was offered a cooldown period on 20 June, which I rejected. It’s now 07:25 PM CEST with no resolution

Dear jeroenkerstenenco5,

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 advise whether your account has been blocked or if it is still accessible to you?
• Could you please share your self-exclusion requests with me? Please share the information to my email at tomas@casino.guru
• Could you please advise when was the last time the casino allowed you to deposit?
• Could you also include the communication in which the casino offered a cool-down period you rejected?
• Have you requested a refund of lost funds due to failed player protection? Did the casino respond?

I would recommend that you send another request, but this time, include me in the copy of your email.

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

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

Dear Jeroenkerstenenco5,

Thank you for taking the time to share your experience. We sincerely apologize for not meeting your expectations.

We have carefully reviewed your account and the details of your case. We acknowledge your multiple requests to close your account due to a gambling-related issue, and we deeply regret the delay in fulfilling such a critical and sensitive request.

Please be assured that your account has now been permanently closed, and no further access will be possible.

If you need additional support or would like to discuss this further, please do not hesitate to reach out to at support@trueluck.com. We are committed to respecting responsible gaming practices and ensuring the wellbeing of all our users.

Best regards,

Trueluck Team

Dear TrueLuck Team,

Thank you for closing my account, a crucial step. However, I’m concerned it only happened after my Casino Guru complaint, despite requests on May 25 and June 7. I feel my earlier emails weren’t taken seriously, and I ask you to respond to those. I also seek a €420 refund for deposits after May 25, which shouldn’t have been allowed. My complaint (ID 167497) is ongoing, and I hope for a swift, amicable resolution.

Best regards

Thanks to both parties for your reply.

Dear casino representative,

Thanks for acknowledging the issue and closing the player's account permanently.

Could you please clarify your stance on refunding the player funds lost since May 25th, 2025?

Kindly explain your point of view here in the complaint thread.

Looking forward to your reply.

Dear Tomas,

Thank you for your follow-up.

After a thorough review of the player`````s account and his request for a refund, we regret to inform you that, based on the grounds outlined in our Payment Policy, this case does not align with any of the eligible reasons for initiating a refund.

We understand that this may not be the outcome you were hoping for, but we assure you that all decisions are made in line with our established terms and procedures.

Hope for your understanding! 

Best regards,

Trueluck Team

Dear player,

I will now transfer the complaint to my colleague Matej (matej.l@casino.guru), who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.

Dear Tomas,

Thank you for your help. Looking forward to work with Matej.

If there is anything else I can help with, please let me know.

Hello jeroenkerstenenco5, 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 TrueLuck 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 the casino could provide us with any and all relevant evidence. Any sensitive information or internal system files can be shared with me directly by e-mail matej.l@casino.guru.

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 TrueLuck Casino, as the player stated his request for self-exclusion due to gambling addiction on 25th May, could you please confirm the following:

• date of the account closure
• whether there was any remaining balance on the account at the time of closure
• if any deposits and/or withdrawals have been made between the SE request and the account closure
• whether the marketing communication was turned off and will cease going forward
• whether the account has been marked as "gambling addict, never reopen" or similarly, and the player will not be able to re-open or re-register with his own credentials

Thank you.

Hi matej,

The last contact I had with TrueLuck Casino was on July 7th when I was asked for documents, probably for a KYC.

I sent these documents to them thinking that something would follow up, but I haven't heard anything since.

Still, I want to thank you for trying to re-establish contact with TrueLuck Casino.

Dear jeroenkerstenenco5,

I have tried to contact the casino repeatedly via e-mails and Teams, but had no success. I’m afraid there is not much that can be achieved without cooperation from their side. I will mark the complaint as "unresolved" in our system, and it will negatively impact their future safety rating on our website as such. 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.

As a next step, I do recommend you contact the Anjouan Gaming Authority and submit a complaint with them. To do this, please go to the casino's website and look for the Anjouan Authority logo, usually placed somewhere at the front page. It should look something like this:

Once you see it, click on it and it should open a license validating page on a separate browser window. Scroll down, until you see the button File a Complaint, click it and follow the instructions. If you need help with submitting the request, or if you hear back from either the authority or the casino, please let me know by sending me a quick message at matej.l@casino.guru. I am really sorry I could not be of more help on this occasion. :(

Lastly, I would also strongly recommend installing free app BetBlocker (https://betblocker.org/) onto your computer and mobile device, to keep you safe from online gambling sites while browsing the internet. It's free, so why not at least give it a try and see if it's any good?

Best regards,

Matej