TrueLuck Casino - A conta do jogador permanece aberta apesar do pedido de autoexclusão.

On February 27, 2025, I requested self-exclusion due to gambling addiction.

The casino only responded with reasons why I should stay, even though the reason was gambling addiction.

I emphasized again that I want to close my account.

No response since then and my account is still open.

After that, I was able to deposit €733 a few days ago, which I am requesting back because the casino did not close my account.

Ich habe am 27.02.2025 einen Selbstauschluss aufgrund von Spielsucht gefordert.

Das Casino antwortete nur mit Gründen, warum ich bleiben soll, obwohl der Grund Spielsucht war.

Ich habe nochmal betont, dass ich mein Konto schließen will.

Seitdem keine Antwort mehr und mein Konto ist noch geöffnet.

Danach konnte ich vor ein paar Tagen 733€ einzahlen, die ich zurückfordere, da das Casino mein Konto nicht geschlossen hat.

Dear xSerious169,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem regarding your self-exclusion request and the subsequent response from the casino.

To better assist you, could you please provide further details by answering the following questions?

• Did you receive any confirmation from the casino regarding your self-exclusion request?
• Can you provide any correspondence you had with the casino after your self-exclusion request was submitted?
• Have you attempted to reach out to the casino again since you last emphasized your wish to close your account?
• Could you please provide details about the deposit made, such as the date and payment method used?

I hope we will be able to help you to resolve this issue as soon as possible. Thank you in advance for your reply.

Best regards,

Nick

In response to my self-exclusion request, the casino responded by asking me to please stay and explaining the benefits of continuing to play at the casino.

I then replied to the casino stating that I had stated gambling addiction as the reason and that I requested that my account be closed immediately and that I did not wish to be contacted again.

After that, to be honest, I didn't worry about it any further.

When I visited the casino's website a few days ago, I was still logged in and able to use my account normally.

I was able to make several deposits via bank transfer totaling €733.

I am demanding this back from the casino.

When I contacted the casino again a week ago, I wrote a total of four emails before finally receiving a response with a Google Drive document regarding account closure. I filled it out and sent it.

I can gladly send the conversations with the casino

Auf meinen Selbstausschlussantrag habe ich vom Casino eine Antwort erhalten, dass ich doch bitte bleiben soll und welche Vorteile es hat, wenn ich weiterhin im Casino spiele.

Daraufhin habe ich dem Casino geantwortet, dass ich als Grund Spielsucht angegeben habe und eine unverzügliche Schließung meines Kontos fordere und auch nicht mehr weiter kontaktiert werden möchte.

Danach habe ich mich auch ehrlich gesagt nicht weiter darum gekümmert.

Als ich vor ein paar Tagen die Webseite des Casinos besucht hatte, war ich sogar noch eingeloggt und konnte mein Konto ganz normal nutzen.

Ich konnte mehrere Einzahlungen über Banküberweisung in Höhe von insgesamt 733 € tätigen.

Diese fordere ich vom Casino zurück.

Als ich dann das Casino vor einer Woche erneut kontaktiert habe, habe ich insgesamt vier E-Mails geschrieben, bis mal eine Antwort kam mit einem Google Drive Dokument zur Konto Schließung. Dieses habe ich ausgefüllt und verschickt.

Ich kann gerne die Konversationen mit dem Casino senden

Dear xSerious169,

Would it be possible to forward the full communication between you and the casino since the self-exclusion request (with their response too) to nikolas.b@casino.guru for further review?

Awaiting your response.

Regards,

Nick

I forwarded it

Habe es weitergeleitet

Thank you xSerious169 for all the information provided. I will now forward your complaint to my colleague Michal (michal.v@casino.guru) who will be assisting you from now on.

Wish you best luck resolving it.

Regards,

Nick

Hello xSerious169,

My name is Michal and I will be assisting you with your case. I hope that together we will come to a successful resolution of your issue.

I would like to request the presence of a representative from the casino in this conversation.

Dear True Luck Casino,

Could you possibly provide additional information regarding the issue and clarify the situation? I would also appreciate it if you provided us with any and all relevant evidence.

Thank you in advance.

Respectfully,

Michal

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 Team,

We have requested the necessary documents for the account closure.

However, the player has declined to provide them. We are eager to resolve this matter promptly, yet the player continues to disregard our requests. Should the player submit the requested documents, the account will be closed without delay.

Thank you for your understanding.

Best regards,

TrueLuck Team

Dear xSerious169,

Can you coopearte with the casino to resolve your issue as soon as possible?

Dear Michal, I am not refusing to send any documents, but the casino unfortunately does not understand what I am asking for.

My request is to get a refund of the €733 I lost because the casino closed my account without requesting it.

I just sent the casino another email with a complete explanation and the evidence. I'll forward it to you as well.

Lieber Michal, ich weigere mich nicht, irgendwelche Dokument zu senden, sondern das Casino versteht leider nicht, worum es mir möglich geht.

Mein Anliegen ist die Rückerstattung der 733 €, die ich verloren habe, weil das Casino mein Konto nicht gefordert geschlossen hat.

Ich habe dem Casino gerade eben noch mal eine E-Mail mit einer kompletten Erklärung und den Beweisen geschickt. Diese leite ich auch dir weiter.

Dear xSerious169,

I believe everyone here understands what you are asking for. Sending the documents to the casino should be your priority. After this is done, the question of refunds can be brought up. Please, proceed according to the casino's instructions without unnecessary delays.

I have just sent all the requested documents.

Ich habe soeben alle angeforderten Dokumente gesendet.

Thank you, xSerious169, for promptly sending the documents.

Dear True Luck Casino,

Can you confirm that you have received all of the necessary information?

I can confirm that my account is now closed.

The casino asked me directly if I could close my complaint now that everything has been resolved.

The casino still sees no wrongdoing regarding my account closure, which I requested in February and which resulted in a loss of €733 in April because the casino did not carry it out.

I really hope for your help here.

Ich kann bestätigen, dass nun mein Konto geschlossen ist.

Das Casino hat mich direkt gefragt, ob ich auch meine Beschwerde schließen kann, da ja nun alles gelöst ist.

Das Casino sieht weiterhin kein Fehlverhalten bei sich bezüglich meiner Account Schließung, die schon im Februar angefordert habe und somit jetzt im April einen Verlust von 733 € erlitten habe, weil diese von Casino nicht durchgeführt wurde.

ich hoffe hier sehr auf Ihre Hilfe.

Dear Team and xSerious169,

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. As noted, the account associated with the username xSerious169 has been closed. After a thorough investigation by our team, we regret to inform you that a refund is not applicable in this instance, in line with our terms and conditions.

We understand this may be disappointing and appreciate your understanding. If you would like to further discuss your case or receive a more detailed explanation, please don’t hesitate to contact us directly at support@trueluck.com.

We remain at your disposal and appreciate the opportunity to clarify any remaining concerns.

Best regards,

Trueluck Team

Dear Casino Guru team, can you please help me here?

I have explained and proven everything several times.

If the casino had processed my self-exclusion at the end of February, as stated in the general terms and conditions, I would never have suffered the loss of €733.

In February, no documents were ever requested, but they simply tried to persuade me not to close my account, even though I stated gambling addiction as the reason.

Liebes Casino Guru Team, könnt ihr mir bitte hier helfen?

Ich habe es schon alles mehrmals erklärt und bewiesen.

Hätte das Casino schon wie in den allgemeinen Geschäftsbedingungen übrigens auch stehend ende Februar, meinen Selbstausschluss bearbeitet, hätte ich den Verlust von nie 733 € erlitten.

im Februar wurden nie Dokument angefordert, sondern man hat mich nur versucht zu überreden, mein Konto nicht zu schließen, obwohl ich Spielsucht als Grund angegeben habe.

Dear TrueLuck Casino,

Can you confirm for me that you have received the self-exclusion request with the mention of a gambling problem on the 27th of February?

Dear Team,

Thank you for your response!

We would like to inform you that the closure request was received on February 27. However, due to technical issues, our team did not see the message at that time, and we sincerely apologize for the oversight.

We also confirm that the player’s account has been closed as requested.

Additionally, we want to inform you that the total amount of the user’s deposits is lower than the amount of withdrawals. Therefore, according to our payment policy, a refund cannot be provided.

Best regards,

Trueluck Team

You didn't see the message?

I even received a direct reply to my message!!

And I'm only concerned with all deposits and withdrawals AFTER February 27th!

Because my account should have been closed! And I lost €733!

Ihr habt die Nachricht nicht gesehen?

Es wurde mir doch sogar direkt auf die Nachricht geantwortet!!

Und es geht mir einzig und alleine um alle Einzahlungen bzw. Auszahlungen NACH dem 27. Februar!

Denn da hätte mein Konto geschlossen werden sollen! Und da habe ich einen Verlust von 733€!

Dear TrueLuck Casino,

Let me point out that in this case, we are only concerned with the player's deposits and withdrawals after the 27th of February, as the player himself had mentioned. Would you be able to confirm for me the amount of deposits that were made during this time period? I would appreciate the exact dates and amounts deposited.

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 xSerious169,

The casino failed to provide a timely response to our further questions. I'm afraid there is not much that can be achieved without cooperation from its side. Since the casino operates without a valid license and doesn't refer to any ADR service, there is no gaming authority to turn to.

I will mark the complaint as "unresolved" in our system. I understand this isn't a satisfactory solution to your issue. However, the decrease in the rating caused by unresolved complaints could help to change the casino's approach. If the casino decides to react, we will reopen the complaint and you will be notified by email.

I can only recommend you choose casinos by their reviews and ratings in the future to avoid situations like this. I am sorry we could not be of more help on this occasion.

Best regards,

Michal V