TrueLuck Casino - O pedido de encerramento da conta do jogador está atrasado.

I have requested account closure and they are deliberately not proceeding with it!! Please help with this! This is unacceptable

Έχω ζητήσει κλείσιμο λογαριασμού και δεν το προχωράνε εσκεμμένα!! Παρακαλώ βοηθήστε σε αυτό ! Αυτό είναι απαράδεκτο

Hello,

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).

Could you please specify the reason for closing your account? Additionally, 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

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Thank you for your patience, and stay safe.

I have requested account closure many times. The reasons are personal. I do not wish to reopen my account. Please proceed with closure IMMEDIATELY and Confirm!!

Έχω αιτηθεί πάρα πολλές φορές κλείσιμο λογαριασμού . Οι λόγοι είναι προσωπικοι . Δεν επιθυμώ να ανοίξω ξανά το λογαριασμό μου . Παρακαλώ προβείτε ΑΜΕΣΑ σε κλείσιμο και Επιβεβαιώστε !!

Dear NickT,

Thank you for taking the time to share your experience. We sincerely apologize for the inconvenience and frustration you encountered while requesting account closure.

We understand how important it is for such requests to be handled promptly. We would like to confirm that your account has now been successfully closed, and no further activity will be possible on it. We're truly sorry for any delay in processing your request and appreciate your patience.

Best regards,

Trueluck Team

Dear TrueLuck Casino representative,

Thank you for reaching out and assisting the player. We appreciate your cooperation.

Dear player,

Can you please confirm that your account is now closed? Please let me know if we can consider your issue resolved.

Dear NickT,

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

Dear NickT,

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,

Veronika