TrueLuck Casino - Ο λογαριασμός του παίκτη παραμένει προσωρινά κλειστός.

I have an addiction problem and I have been asking for the last few months to permanently delete the account. All they do is close it for a few days and as soon as I ask to open it, they open it again. I have emphasized that I have an addiction problem and they do not respect it, all I want is for the account to be permanently deleted

Έχω πρόβλημα εθισμού και ζητάω τους τελευταίους μήνες να διαγράψουν οριστικά το λογαριασμό. Το μόνο που κάνουν είναι να τον κλείνουν για λίγες μέρες και μόλις ζητάω να τον ανοίξουν τον ανοίγουν πάλι. Έχω τονίσει πως υπάρχει πρόβλημα εθισμού και δε το σέβονται, το μόνο που θέλω είναι να διαγραφεί οριστικά ο λογαριασμός

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 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?
• Could you please share the communication in which you informed the casino about your gambling issues? Please share the information with timestamps if available, to my email at [email protected]
• When was the last time the casino allowed you to deposit?
• Has the casino responded to your refund request already? What did the casino reply?

If your account is currently not blocked, as the next step, I recommend you contact the casino again via email at [email protected], and at the same time, include me in the copy of the email at [email protected]

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

Thank you very much in advance for your reply.

Best regards,

Tomas

Good evening, thank you for your prompt response. At the moment I have no access, I have changed the password to any one and I have blocked the page as well as the emails from trueluck so that I have no contact. I will look to collect whatever emails I have to send you. Players especially people with possible addiction problems should stay away from this casino

Καλησπέρα, ευχαριστώ για την άμεση ανταπόκριση. Αυτή τη στιγμή δεν έχω πρόσβαση, έχω αλλάξει τον κωδικό σε έναν οποιοδήποτε και έχω μπλοκάρει τη σελίδα όπως επίσης και τα email της trueluck για να μην έχω καμία επαφή. Θα κοιτάξω να συγκεντρώσω ότι mail εχω να σας τα στείλω. Παίκτες ειδικά άτομα με πιθανά προβλήματα εθισμου πρέπει να μείνουν μακρυά απο αυτό το casino

Thanks for your response.

I understand you need to take steps to protect yourself; however, the complaint needs to be supported by evidence. If you have any previous requests saved, kindly provide them to me for review at [email protected], as so far I haven't received any messages from your registered email address.

Thanks in advance for your cooperation and understanding.

Dear Ioannis1234,

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 regret to inform you that, due to the lack of response from the player to our messages, inquiries, and reminder, we are unable to proceed with further investigation or provide potential solutions at this time. As a result, we must close this complaint for the moment.
However, please note that the player retains the option to reopen this complaint at any time in the future should they choose to resume communication. We remain open and ready to assist in resolving the matter should the player decide to reach out again.

Thank you for your understanding.

Best regards,
Tomas
Casino.Guru