TrueLuck Casino - Os ganhos do jogador foram confiscados.

Good afternoon, I won 100,000 at this particular casino and they confiscated it from me on the grounds that I had an active bonus, which is not valid because the bonus I had had expired and I was playing with a bet greater than 5 euros and up to 10 I played before I won another one in the second email I sent you. Please help me because I won this money and in the end they took it and offered me 2,000 as proof of good will. I have all the evidence that proves that at that moment I did not have a bonus. 1) I was playing with 6.25 on Gate of Olympus 100.

2) I was playing with 10 on Tom of Madness

2) I also bought on stack em with 625

All of the above is theoretically possible when there is an active bonus, you cannot do it because the system does not allow you to do so.

However, when I won the first 75,000 in GAT OF OLYMPUS 1000, I kept the video that proves it, as I also have snapshots from their screen with games of rank 10 in Tom of Madness before the big win.

Please help me get my money.

I've been playing at this casino for a while now, I've never had an issue, and I found it on your page, and I went in, but now they say 1000 excuses, and they took my money.

I should note that the 2000 they are giving is a pittance, I think to stop when I told them I would hire a lawyer.

please contact me at ********** or ************@gmail.com

Καλησπερα εχω κερδισει 100000 στο συγκεκριμενο καζινο και μου τα κατασχεσανε εμ τηνδικαιολογια οτι ειχα ενεργομπονουσ πραγμα που δεν ισχυει διοτι ειχε ληξει το μπονουσ που ειχα και επαιζα με πατημα μεγαλυτερο απο 5 ευρω εωσ και 10 εχω παιξει πριν κερδισω εινια το δευτερο email που στελνω σασ παρακλω βοηθηστε με διοτι τα εχω κερδισει αυτα τα χρηματα και στο τελοσ τα πηρανε και μου προσφερουν ταχα 2000 ωσ αποδειξη καλη θελησης , εχω ολα τα αποδεικτικα που αποδικνιουν οτι εκεινη τη στιγμη δεν ειχα μπονουσ 1) επαιζα με 6.25 στον gate of olympus 100

2) επαιζα με 10 στον tom of madnes

2) εκανα και αγοραστα στο stack em με 625

ολα τα παραπανω θεωριτικα οταν υπαρχει μπονουσ ενεργο δεν μπορεις να τα πραγματοποιησηεισ διοτι το συστημα δεν σου το επιτρπει

παρολαυτα οταν κερδισα τα πρωτα 75000 στο GAT OF OLYMPUS 1000 κρατησα το βιντεο που το αποδικνυει καθως εχω και στιγμιοτυπα απο την σιλδα τουσ με παιξηματα ταξησ 10 πατημα στο tom of madnes πριν την μεγαλη νικη

Σας παρακλω βοηθηστε με να παρω τα χρηματα μου

εχω καιρο που παιζω στο καζινο αυτο δεν ειχα θεμα ποτε και το ειχα βρει απο τη σελιδα σας και μπηκα παρολα αυτα τωρα που λενε 1000 δικαιολογιεσ και μου πηρανε τα χρηματα

να σημειωσω οτι τα 2000 που δινουνε ειναι σταχτη σταμτια νομιζω για να σταματησω οταν τουσ ειπα οτι θα βαλω δικηγορο

παρακαλω επικοινωνηστε μαζι μου στο ********** η στο ************@gmail.com

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Dear vpapagouras,

Thank you for submitting your complaint. I regret to learn of the negative experience you encountered with TrueLuck Casino.

To gain a comprehensive understanding of the situation, I would appreciate it if you could answer the following questions:

• Have you passed the KYC verification, please?
• Can you please share the entire game history, ideally in excel sheet, please? Kindly forward it to my email.
• Could you please forward all communications you have had with this casino to katarina.d@casino.guru. This includes emails, live chat transcripts, and any accompanying screenshots.

Kindly notify me here in the thread once the email has been sent.

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

Best regards,

Katarina

I have sent you all the screenshots to your email.

Σας εχω στυλει ολα τα screenshot στο εμαιλ σας

Dear vpapagouras

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, Peter (peter.c@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

Hello there,

Thank you vpapagouras for providing us with all the information. I hope we'll be able to resolve this issue together.

I would now like to ask TrueLuck Casino for their help in resolving this complaint. We would like to know why the player's winnings were confiscated and what we can do to help resolve this issue.

Thank you!

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.

I have tried to contact the casino repeatedly but had no success. 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,

Peter