TrueLuck Casino - A jogadora está com dificuldades para excluir sua conta.

Good day,

I want to delete my TrueLuck account because of gambling addiction. I've written to them countless times, but they don't care. In the live chat, they just tell me to send an email. The live chat has blocked me multiple times! They replied to my email twice with a standard message wishing me continued enjoyment. I just want to delete the account. Please help.

Thanks

Guten Tag,

Ich möchte wegen Spielsucht bei TrueLuck das Konto löschen. Ich habe denen xmal geschrieben, aber es interessiert die nicht. Im Live-chat heisst es nur, ich soll ein mail schreiben. Der Live-chat hat mich mehrfach blockiert!!!! Auf meine Email hat man 2 mal mit einem Standardtext geantwortet, wo man mir ein weiteres Spielvergnügen wünscht. Ich möchte doch nur den Account löschen. Bitte um ihre Hilfe.

Danke

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 Sabine0506,

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.

• How long have you been a player at this casino, please?
• Could you please share your self-exclusion requests with me? Please share the information to my email at katarina.d@casino.guru.
• Could you please advise when was the last time the casino allowed you to deposit?

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,

Katarina

I already wrote on the private link.

Ich habe bereits auf dem privaten link geschrieben

Dear Sabine0506

Thank you for your cooperation and for providing all the necessary information. I truly appreciate the time and effort you’ve taken to share everything with us so far.

Your complaint will now move to the next stage of our process and be handled by your dedicated Resolver, Igor (igor.p@casino.guru). This is a standard step in our procedure, as the Resolver will take over communication with the casino directly and manage your case from this point onward.

No action is required from you right now. Your Resolver will reach out through this thread if any additional details are needed. You can rest assured that your case is in very capable hands.

I wish you the best of luck and hope your case will be resolved to your satisfaction soon.

Kind regards,

Katarina

Dear Sabine0506,

I am so sorry to hear about your problem with the TrueLuck Casino. I will contact the casino and try to resolve the issue as soon as possible.

Now I would like to invite a TrueLuck Casino representative to join this conversation and participate in resolving this complaint.

Dear TrueLuck Casino,

Could you comment on the situation?

Thank you in advance for providing the information.

Dear Igor,

Thank you for your message!

We are sorry to hear that the player experienced difficulties when attempting to close their account. We would like to clarify that the account was closed in accordance with the player’s request.

The player’s account has been permanently closed, with no possibility of reopening.

Best Regards,

Trueluck Team

We'd like to inform everyone following this case that the player has marked this complaint as resolved using the dedicated button.

Dear Sabine0506,

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,

Igor