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

I'm trying to close my account. I've emailed them many times and they won't close it!!

Προσπαθώ να κλείσω το. Λογαριασμό μου τους έχω στείλει email πολλές φορές και δν το κλείνουν!!

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.

Hello,

Thank you very much for submitting your complaint. I’m very sorry to hear about your negative experience with TrueFortune Casino.

First, I’d like to explain to you what the difference is between closing the account and self-exclusion:

Closing an account is simple and has almost no impact - the player can reopen the account anytime, and the casino has no obligation to protect the player.

On the other hand, self-exclusion represents a degree of protection. If a player successfully makes a self-exclusion, the casino agrees not to open this account, or if it does, only under particular circumstances.

• When was the last time you were in contact with casino support, and what did you discuss?
• Could you please specify the reason for closing your account?
• Have you unsubscribed from the casino marketing communication?
• Was there any activity on your player's account after you requested account closure?
• Could you please share your account closure requests with me for review? Send the most recent ones, including the responses you received from the casino, to my email at [email protected]

Thank you very much in advance for your reply.

Best regards,

Tomas

The casino is TRUELUCK!!!

Το καζίνο είναι το TRUELUCK!!!

Dear Bardone,

Thank you for reaching out and for sharing your experience. We are very sorry for the frustration caused by the delay in closing your account and completely understand how upsetting this must have been.

We would like to confirm that your account has now been permanently closed as per your request. We sincerely apologize for the time it took to complete this process and appreciate your patience throughout.

Your feedback is very important and will be used internally to ensure that future account closure requests are handled more efficiently and respectfully.

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 bardone,

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,

Tomas