Dear Sir/madam,

on march 17 I have sent an E-mail to trueluck casino asking to close my account permanently. Before I sent the E-Mail I asked the chat operator to close my account but they said they could not do this, I had to sent an E-mail. Since then I have sent numerous emails stating that I want my account closed and that I am suffering with addiction but my account is still not closed. I want my account closed permanently and the money back which I deposited after my request since they have been negligent.

I hope you can help.

kind regards,

Douwe van H****

Hello Drai,

Thank you very much for submitting your complaint and I'm really sorry to hear about your issue with True Luck Casino. Please allow me to ask you a few more question before we would move forward.

• Could you please advise if your account is already verified and if yes, since when exactly?
• When exactly did you mention gambling addiction for the first time?
• When was the last time you spoke to the casino and what was it about?

Looking forward to your answer.

Regards,

Nick

Hello Nick,

I mentioned addiction to the chat operators before that but by E-mail on the 20th of march. I am still in contact with the casino, they have send me an e-mail this morning saying they want to highlight the potential benefits of staying with them. I have had similar e-mails like this and everytime I replied I want my account closed but still nothing.

regards,

Douwe

Hello Drai,

Would it be possible to forward your self-exclusion e-mail you have sent to the casino (may live chat as well) to [email protected] for further review?

Awaiting your response.

Reagards,

Nick

I have sent you two E-mail conversations with true luck casino and photo’s of a conversation with a chat operator on march 21

kind regards,

Douwe

Hello Drai,

Can you please specifically forward the e-mail in which you have mentioned gambling addiction as I could not find it between the ones you have sent.

Awaiting your response.

Regards,

Nick

I have send you a new E-mail

Hello Drai,

My name is Michal and I will be assisting you with your case. I hope that together we will come to a successful resolution of your issue.

I would like to request the presence of a representative from the casino in this conversation.

Dear True Luck Casino,

Could you possibly provide additional information regarding the issue and clarify the situation? I would also appreciate it if you provided us with any and all relevant evidence.

Thank you in advance.

Respectfully,

Michal

My account is still not closed. This is outrageous!

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 Drai,

I have received a reply from the casino representative, who has promised to escalate the issue to the relevant department. I will be informing you as soon as I receive any new updates.

Dear Drai,

I have reached to the casino representative once again, and told him that we are expecting an urgent answer from them. In case they do not respond in a timely manner, I will be closing this complaint as unresolved, which will negatively impact the casino's safety index.

Dear Team,

We respectfully request your patience as we require additional time to process this request. Thank you for your understanding.

Best regards,

TrueLuck Team

Dear True Luck Casino,

We will be waiting for your updates.

Dear Team and Drai,

Please accept our apologies for the delayed reply.

Thank you for taking the time to share your experience. We sincerely apologize for not meeting your expectations and for any inconvenience you've faced regarding the closure of your account at Trueluck Casino.

We have carefully reviewed your case and would like to clarify the situation. Our records show that after your initial request via email on March 17, our team provided you with clear instructions on how to proceed with the permanent account closure, in accordance with responsible gaming protocols. While we understand your concerns, the closure process involves verification steps, including documentation, which you have declined to complete.

Throughout this time, our support agents have actively engaged with you—placing temporary limits on your account and offering assistance at every step. However, we remain committed to respecting your preferences and final decision.

Please be assured that your account will be closed once the required process is fulfilled. If you'd like to proceed, we kindly invite you to contact our dedicated support team directly via email at [email protected].

Your feedback is invaluable to us as we continue striving to provide a secure and transparent gaming environment. We hope to bring this matter to a resolution that reflects our ongoing commitment to responsible gambling.

Best regards,

TrueLuck Team

Dear True Luck Casino,

I understand that completing the KYC (Know Your Customer) process is an essential requirement for maintaining regulatory compliance. However, I would like to address what I perceive as insufficient protective measures in situations where a player requests self-exclusion due to a gambling problem.

When such a request is made, it is crucial for the casino to act promptly. While immediate suspension of the account may not always be feasible, protective measures should be implemented without undue delay. The presence of an unverified account or a pending withdrawal should not hinder the self-exclusion process. Ensuring that the player cannot continue to deposit funds, access pending withdrawals, or lose their active balance is paramount.

It is reasonable to complete KYC verification after the suspension of account activities. However, the self-exclusion process itself should not be contingent on KYC completion. Maintaining records of players who request self-exclusion but have not yet completed KYC would be a prudent step for future reference.

To summarize, the self-exclusion process should prioritize the protection of the player. After the casino acknowledges a self-exclusion request, the following steps should be taken:

• Restrict Account Functions: Limit the player's ability to deposit and wager funds immediately.
• Complete KYC After Restriction: Address the KYC requirements after ensuring that the player's gambling activity has been halted.
• Resolve Refunds Post-KYC: If the player is entitled to refunds, these matters can be addressed once the KYC process is finalized.

This approach balances the needs of both parties. The player receives timely protection, and the casino ensures compliance through the completion of KYC procedures. I hope this feedback helps improve your processes and better serves players in need of support.

Dear Team,

Thank you for your response!

At Trueluck Casino, we are fully committed to promoting responsible gaming and ensuring a safe environment for all players. We have reviewed your case and would like to clarify that our support team made several attempts to assist the player and act on his self-exclusion request. Unfortunately, we were unable to proceed further due to a lack of cooperation on your side during the required verification process.

While we strive to act swiftly in all self-exclusion matters, some regulatory requirements, including KYC completion, are necessary for account actions involving financial transactions and identity validation. That said, we continuously work on refining our internal procedures to better balance player protection with compliance obligations.

Please be advised that the player`s account has now been permanently closed.

If you require any further assistance or would like to discuss your experience in more detail, our team remains available via live chat or at [email protected].

Best regards,

Trueluck Team

Hello,

I would like to respond to trueluck’s claims that I was given clear instructions how to close my account on march 17th. This is absolutely false! I have all e-mail correspondence with trueluck casino and can dispute this claim. They now finally closed my account, which they have not informed me about. Trueluck’s behavior in this case is appalling and does not stand alone since there are more claims of trouble with closing accounts! I want to be compensated for my losses since they failed to act accordingly my request and even tried to keep me playing with bonuses etc!

Dear Drai,

Could you please tell me when you made the deposits after your self-exclusion request on March 17th?

I made deposits on march 20th, 28th and 29th, april 18,19, 21, 22, 24, 25, 29, 29, may 1th, 6 and 8. A Total of over 10k. I did made some withdrawals, in Total a little over 5600 euro

Dear TrueLuck Casino,

As I have explained in one of my previous replies, not completing the KYC process is not considered by us to be a valid reason for not restricting the player's account if a gambling problem was mentioned.

If we take into account a reasonable timeframe for the casino to do the necessary steps for the protection of the player, we can determine that the player should receive a refund of their deposits (minus the successful withdrawals) from the 28th of March onward.

Please let me know how you wish to proceed in this case.

Hello,

I noticed that the numbers I mentioned above are not correct. If I deduct my withdrawals from my deposits since march 28, the refund amount should be over 1500 euro

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.

Just got this E-mail, see attachments. Pretty appalling true luck actively trying to get to play at another casino

Dear Drai,

The casino failed to provide a timely reply to our further questions. 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,

Michal V