TrueLuck Casino - O pedido de encerramento da conta do jogador foi ignorado.

I have a gambling addiction and have already sent more than 30 emails to close my account, but nothing happens; my emails are ignored.

Instead, I'm still receiving offers.

The evidence doesn't even come close to matching the emails I sent them.

And I keep falling back into it because, unfortunately, the addiction is there.

Ich habe eine spielsucht und habe schon mehr als 30 emails verschickt zu Konto Schließung es passiert nichts meine emails werden ignoriert.

stattdessen bekomme ich noch Angebote

die Nachweise sind nicht mal annähernd an emails die ich denen geschickt habe.

und ich Verfall immer wieder da rein weil,die sucht leider da ist.

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Hello,

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 we can better determine how to assist you.

• Is your account currently accessible to you?
• Have you managed to unsubscribe from the casino's marketing communication (newsletters and ads)?
• Could you please share the communication in which you informed the casino about your gambling issues for the first time? Please share the information with timestamps if available, to my email at tomas@casino.guru
• When was the last time the casino allowed you to deposit?

If your account is currently not blocked, as the next step, I recommend you contact the casino again with a self-exclusion request via email at support@trueluck.com, and at the same time, include me in the copy of the email at tomas@casino.guru

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

Yes, I still have access to my account, but I would like to request an immediate suspension.

I will no longer receive any advertising or marketing communications.

I sent several emails to the casino informing them of my gambling addiction.

Deposited today!

But I don't want to make any further deposits and I want my account blocked immediately. Unfortunately, I can't control myself.

Ja, ich habe noch Zugriff auf mein Konto, möchte aber eine sofortige Sperre beantragen.

Ich erhalte keine Werbe- oder Marketingmitteilungen mehr.

Ich habe mehrfach E-Mails an das Casino geschickt in denen ich meine Spielsucht mitgeteilt habe.

Heute noch eingezahlt!

aber ich möchte keine weiteren Einzahlungen tätigen und mein Konto sofort sperren lassen leider hab ich mich nicht unter Kontrolle.

Please help me urgently to achieve an immediate account closure.

Thank you

Bitte helfen Sie mir dringend, eine sofortige Kontoschließung zu erreichen.

Vielen Dank

I want to make it clear that my deposits are not voluntary, but rather due to addiction. That is precisely why I requested an immediate account freeze.

Ich möchte klarstellen, dass meine Einzahlungen nicht freiwillig, sondern suchtbedingt erfolgen. Genau deshalb habe ich um eine sofortige Kontosperre gebeten.

Dear Yo-Yo1987,

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,

Tomas

Due to the increased volume of complaints during this time of year, we kindly request your patience while awaiting our responses. We aim to publish each complaint within 72 hours of submission, but reserve up to 7 days to reply to any subsequent comments. Additionally, please be aware that it might take a bit longer for your complaint to be assigned to a resolver, as we are currently managing over 1,000 complaints. Your understanding is greatly appreciated. Wishing you a delightful holiday season, and we will get back to you as soon as possible.

Hello Igor,

Thank you very much for taking on my case.

I would like to add that after my initial report of my gambling addiction and the application for account closure (from 08.9.2025), I was still able to make deposits, even though the casino was aware of this.

In particular, after registering my case with the DPO / Compliance (case number 20451279), my account remained active, I continued to receive bonuses and was able to continue making deposits.

I therefore request that, as part of the complaint, a refund of the deposits made after my self-exclusion/addiction report be considered, as these, in my view, violate Responsible Gaming obligations.

Thank you for your support.

Best regards

Hallo Igor,

vielen Dank für die Übernahme meines Falls.

Ich möchte ergänzend darauf hinweisen, dass ich nach meiner erstmaligen Meldung meiner Spielsucht und dem Antrag auf Kontoschließung (ab 08.09.2025) weiterhin Einzahlungen vornehmen konnte, obwohl das Casino darüber informiert war.

Insbesondere nach Registrierung meines Falls bei der DPO / Compliance (Fallnummer 20451279) blieb mein Konto aktiv, ich erhielt weiterhin Boni und konnte weiter einzahlen.

Ich bitte daher darum, im Rahmen der Beschwerde auch eine Rückerstattung der Einzahlungen zu prüfen, die nach meiner Selbstausschluss-/Suchtmeldung erfolgt sind, da diese aus meiner Sicht gegen Responsible-Gaming-Pflichten verstoßen.

Vielen Dank für Ihre Unterstützung.

Mit freundlichen Grüßen

Dear Yo-Yo1987,

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,

We apologize for the delay in our response!

We would like to inform you that the player’s account has been permanently closed in accordance with their request.

We appreciate your understanding!

Best Regards,

Trueluck Team

Dear Igor,

Thank you very much for the information regarding the account closure.

I confirm that my account is now permanently closed.

I would now like to clarify the issue of refunds for the deposits that were made after I reported my gambling addiction and after the compliance case (case number 20451279) was opened, as my account was not blocked promptly despite multiple notifications.

Thank you very much for your support and for continuing to process my case.

Best regards

[redacted by Casino Guru]

Lieber Igor,

vielen Dank für die Information zur Kontoschließung.

Ich bestätige, dass mein Konto nun dauerhaft geschlossen ist.

Ich möchte nun bitte die Frage der Rückerstattung klären für die Einzahlungen, die nach meiner Meldung der Spielsucht und nach Eröffnung des Compliance-Falls (Fallnummer 20451279) erfolgt sind, da mein Konto trotz mehrfacher Hinweise nicht zeitnah gesperrt wurde.

Vielen Dank für Ihre Unterstützung und die weitere Bearbeitung meines Falls.

Mit freundlichen Grüßen

[redacted by Casino Guru]

Dear TrueLuck Casino,

According to the player’s emails, he has been trying to reach your support since September.

Could you please comment on that?

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 Yo-Yo1987,

Regrettably, due to the casino's lack of response in this case, I have no choice but to close this complaint as unresolved. Without the casino's cooperation, a thorough investigation is simply not feasible.

I understand this is not the resolution you were hoping for. However, the decrease in the casino's rating due to unresolved complaints may encourage them to change their approach.

Should the casino decide to cooperate in the future, we will reopen the complaint and notify you via email.

Since the casino operates without a valid license and does not refer to any ADR service, there is no gaming authority to turn to.

I am sorry we could not be of more help on this occasion.

Best Regards,

Igor