Complaint #21 Trueluck Casino

Self Exclusion Ignored Account Still Active Withdrawal Blocked

By Mariacristina123

1 month ago

Dear AskGamblers Team,

I am submitting a formal complaint against TrueLuck Casino regarding serious breaches of responsible gambling obligations, failure to enforce self-exclusion, and improper handling of withdrawals.

In November 2025, I explicitly requested the permanent closure of my account due to gambling addiction. I clearly stated my condition and asked to be fully blocked from accessing the platform.

Despite this, the casino failed to take any action. As of today (April 2026), my account remains fully active. I am still able to log in, deposit funds, and I continue to receive promotional emails encouraging me to play and even become a VIP player.

This is a clear violation of responsible gambling principles and a failure to protect a vulnerable user.

Following my self-exclusion request, I continued to have unrestricted access to my account and was able to deposit significant amounts. The total amount deposited after my request is approximately €3580.

More recently, in April 2026, I deposited around €400 and managed to win approximately €2000.

I attempted multiple withdrawals starting from April 24, 2026. Each time, my request was blocked with an automatic message stating that KYC verification was required.

I fully complied and sent all requested documents (including proof of deposit and card details) to the provided email address ([email protected]). I can provide clear evidence of this communication.

However, despite submitting all required documents, I did not receive any proper response. I only received repeated automated replies, and my verification was never processed.

As a result, my withdrawal was effectively blocked for several days.

During this time, I still had full access to my account and was able to continue gambling. Given my previously declared gambling addiction — which the casino was fully aware of — and the fact that my funds were inaccessible, I unfortunately continued playing and lost the entire €2000.

This situation raises multiple serious concerns:

- Failure to enforce self-exclusion despite a clear and explicit request
- Continued access to the account and ability to deposit funds
- Ongoing promotional emails sent to a self-excluded player
- Blocking withdrawals under KYC requirements
- Failure to process KYC despite receiving all requested documents
- Allowing continued gambling activity while withdrawals were pending

Additionally, payments on this platform are processed via third-party payment processors (such as Kryptonim), which makes it difficult to clearly identify transactions as gambling-related from a banking perspective and raises concerns about transparency and compliance.

I strongly believe that the casino has failed in its duty to protect a vulnerable player and has acted unfairly in both allowing continued deposits and obstructing withdrawals.

For these reasons, I am requesting:

- A full refund of all deposits made after my self-exclusion request, totaling approximately €3580
- Consideration of the €2000 winnings lost as a direct consequence of the casino’s failure to process withdrawals and enforce responsible gambling measures

I am able to provide all supporting evidence, including:
- Self-exclusion request emails
- Payment history
- KYC submission emails
- Proof of blocked withdrawal attempts
- Promotional emails received after my exclusion request

Thank you for your assistance.

Disputed Casino Trueluck Casino

Reason Self-exclusion

Amount €3580

Discussion

AskGamblers

• Support Team

1 week ago

Dear all,

We regret to inform you that following the submitter's confirmation that the issue, subject to this dispute, has already been raised with the relevant regulatory body and, taking into account the fact that the parties did not reach a mutual agreement of settling the dispute, the AskGamblers Complaint Team has no other option but to close this complaint as unresolved. As a direct consequence of such closure, the operator's ranking score on AskGamblers will be decreased accordingly.

As soon as the AskGamblers Complaint Team is notified about the regulator's final decision on the case, we will comply and mark this complaint accordingly.

Mariacristina123

• 1 reviews

1 week ago

Hello AskGamblers Team,

As per your suggestion, I would also like to inform you that I have now escalated the matter to the European Consumer Centre (ECC-Net) and the French consumer protection authorities.

Thank you again for your ongoing support and assistance in this case.

AskGamblers

• Support Team

1 week ago

Dear @Mariacristina123,

Kindly note that should the affected casino operator fail to respond to your complaint within the allocated timeframe of 96 hours, the case will be closed as unresolved. As a direct consequence of such closure, the operator's ranking score on AskGamblers will be decreased accordingly.

The AskGamblers Complaint Team would also like to use this opportunity to remind you that, if your AGCCS case failed as unresolved, you are still free to try and use other alleys to resolve the issue, such as forwarding the matter in front of the relevant regulatory body and/or appointed ADR entity.

Mariacristina123

• 1 reviews

1 week ago

Hello @AskGamblers Team,

I kindly ask for your support in helping resolve my ongoing complaint against TrueLuck and in obtaining a proper response from their compliance team.

After months of unanswered complaints, repeated document submissions and continuous delays, this situation is now causing me severe anxiety and emotional distress.

I would greatly appreciate your assistance in helping move this matter toward a final resolution.

Thank you very much.

Trueluck Casino Complaint Stats

Resolved 3 / 9

Avg. Amount $7,738

Avg. Complaint Duration 6 days

Avg. Response Time 2 days

Trueluck Casino Complaints

See all complaints for this casino

No Self Exclusion leads to huge financial loss

I am submitting this complaint regarding the handling of my requests for permanent account closure due to gambling-related harm.

On 8 January, I initially contacted the casino and asked for my account to be permanently blocked.

On 22 January, I again requested that my account be closed immediately and permanently.

On 24 January, I repeated my request for immediate closure. At this point, I informed the representative that I was approximately €7,000 in debt and unable to stop gambling. My account was subsequently closed.

However, on 29 January, I was able to reopen the account after requesting a deposit limit. During this interaction, I was told that applying restrictions could result in losing my VIP status. Despite my request, the deposit limit was not properly applied.

On 7 February, I again requested permanent closure of the account. I clearly explained that I had lost too much money and was struggling with my gambling. In response, I was told that “luck is always around the corner” and advised not to rush the closure process.

After this, I made three further requests to close the account before action was finally taken.

I believe the operator failed to act responsibly despite multiple clear requests for permanent self-exclusion and repeated disclosures that I was experiencing gambling-related harm and financial distress. I do not believe sufficient responsible gambling procedures were followed, particularly given the delays, the reopening of the account, and the encouragement to continue gambling instead of supporting my closure requests.

I have also been informed that the review process may take approximately 3–6 months. I should be refunded all deposits made from the 8th of January. They have now ignored my emails for approximately a week.

Unresolved

€7,000

Trueluck account closure

Title: TrueLuck Casino ignored self-exclusion request and allowed continued gambling
I am submitting a complaint regarding TrueLuck Casino for failing to act on my self-exclusion request and allowing me to continue gambling despite clearly informing them that I am suffering from gambling addiction.
On February 18, 2026, I explicitly informed TrueLuck Casino via email that I am gambling addicted and requested that my account be closed immediately.
Despite this, my account remained active until February 27, 2026 at 18:16. During this period, I was able to continue depositing and gambling, which resulted in losses of approximately €45,000.
Furthermore:
I was offered the possibility to continue playing at a sister casino, which is highly inappropriate given my self-exclusion request.
The VIP manager later stated that the delay occurred because he was out of the office for 9 days. I do not consider this a valid justification for failing to act on a responsible gambling request.
Transactions in my bank statements appear under different names, not clearly identifying TrueLuck Casino.
I have made multiple attempts to resolve this issue directly with the casino. On March 16, I submitted a formal complaint and requested a response within 5 business days. I also sent a follow-up message.
To date, I have not received any meaningful response or resolution.
I believe TrueLuck Casino has failed to meet its responsible gambling obligations and duty of care.
Resolution requested: I request a full refund of all deposits made after February 18, 2026.
I am willing to resolve this matter amicably, but due to the lack of response, I am now escalating this complaint through AskGamblers.
P.S I can provide all emails as evidence in PDF fosrmarmt,total amount lost during I was waiting for account closure about 45000eur
Kind regards,
Aivis Rinkulis

Unresolved

€45,000

Verified account and withdrawal of 800 euros still pending

Hello,

I would like to file a complaint regarding a withdrawal issue at trueluck casino.

Initially, I requested a withdrawal of 800 EUR, but the request was declined because my account had not yet completed the "kyc" verification process. This is understandable.

Following this, the casino requested several verification documents. i provided all the requested documents, including:

• passport / id

• selfie with id

• proof of address

• bank card verification

• proof of deposit

• source of funds

• source of wealth

After submitting these documents, I received confirmation from the casino that my account was successfully verified.

Once my account was verified, I submitted a new withdrawal request for 800 EUR.

However, this withdrawal has now been pending for more than 144 hours, which is significantly longer than the 48-hour processing time mentioned by the casino support team.

During this time, I contacted support multiple times via live chat and email. Unfortunately, i received different explanations, including:

• withdrawals take up to 48 hours

• a technical issue with the payment processor

• requests to simply wait longer without any clear timeframe.

At the moment, the withdrawal still shows as pending, even though my account has already been verified.

I fully understand that verification checks can take time, but once the account is verified and a new withdrawal request is made, the payment should be processed within a reasonable timeframe.

Therefore, I kindly request the assistance of askgamblers to help resolve this issue and ensure that my 800 EUR withdrawal is processed.

I am happy to provide any additional information if needed.

Thank you for your help.

Best regards,

< first name removed >

Resolved

€1,200

Urgent Complaint Regarding Withheld Payout

Hello AskGamblers Team,

I would like to submit a complaint regarding a serious issue with a casino where I recently played. I won €1,200 and attempted to withdraw my winnings. However, when I accessed the withdrawal section, I received a message stating that I am unable to withdraw because the casino is still “waiting for a deposit on their bank account.” (screenshot 4)

According to the casino, my last deposit has already been credited to my betting account, but it has not been reflected on the casino’s bank account. It is not my fault that the casino has not received a notification from the payment provider or that the payment has not been correctly booked to the casino’s bank account. The money has been debited from my bank account and fully processed, so from my side the transaction is complete.

I contacted the casino yesterday and sent approximately 20 emails. Each response I received was a generic template message, repeating the same empty phrases that the casino is waiting for a notification from the payment provider. (look at screenshot 1-3)

After researching the situation on Trustpilot, I discovered that many other players are experiencing the same issue. It appears that the casino is intentionally delaying withdrawals, likely in the hope that players will become frustrated, cancel their withdrawal attempts, and eventually lose their winnings by continuing to gamble.

I am seeking support from the AskGamblers team to resolve this matter. I am ready to provide any additional information or documentation needed.

Thank you in advance for your assistance.

Kind regards,

< full name removd >

Resolved

Casino will not self exclude me

I have asked multiple times to have my account self excluded from TrueLuck Casino. When I asked via chat they informed me this must be done via email. I sent an email to the email address provided my the chat agent explaining that I have developed a gambling problem and that I want my account self excluded as soon as possible. Days later I receive an email encouraging me not to close my account and that there are offers that might keep me playing. I replied again that I still wish to have my account self excluded - again days later I receive a similar response encouraging me to keep playing. This has been happening back and forth or nearly a month and my account is still open. They sent me a Google file to complete where I need to upload a selfie but the form is not working and will not let me complete the form or upload my selfie. I told them this and still no response. I’ve attached all my attempts to get my account closed and the responses I’ve received.

Unresolved

Casino ignored selfexclusion requests and refused to close my account

I have contacted TrueLuck Casino multiple times via email and live chat, clearly explaining that I suffer from a serious gambling addiction. I explicitly asked for the permanent closure of my account due to this condition.

In addition to my written requests, I also submitted documentation showing that I had registered for self-exclusion programs and that I was actively seeking to block my access to gambling platforms.

Despite all of this, TrueLuck refused to close my account, and instead continued to suggest alternatives like deposit limits or no action at all. Their failure to act on my requests and documentation led me to continue gambling and lose more money, even though they were fully aware of my vulnerable state.

I also requested a refund of all deposits made after my initial request for account closure, as these transactions occurred under clear emotional distress after having already disclosed my addiction. This request has been ignored.

TrueLuck’s behavior is both irresponsible and unethical, and it goes against the principles of responsible gambling. I am now asking AskGamblers to help me:

Enforce the immediate and irreversible closure of my account

Support my claim for a refund of deposits made after I requested account closure which is 3000euros.

Take note of TrueLuck’s failure to protect vulnerable players despite repeated warnings and documentation

Unresolved

€3,000

TrueLuck Casino ignored my gambling addiction disclosure and refused to close my account

I have contacted TrueLuck Casino multiple times via email and live chat, clearly explaining that I suffer from a serious gambling addiction. I explicitly asked for the permanent closure of my account due to this condition.

In addition to my written requests, I also submitted documentation showing that I had registered for self-exclusion programs and that I was actively seeking to block my access to gambling platforms.

Despite all of this, TrueLuck refused to close my account, and instead continued to suggest alternatives like deposit limits or no action at all. Their failure to act on my requests and documentation led me to continue gambling and lose more money, even though they were fully aware of my vulnerable state.

I also requested a refund of all deposits made after my initial request for account closure, as these transactions occurred under clear emotional distress after having already disclosed my addiction. This request has been ignored.

TrueLuck’s behavior is both irresponsible and unethical, and it goes against the principles of responsible gambling. I am now asking AskGamblers to help me:

Enforce the immediate and irreversible closure of my account

Support my claim for a refund of deposits made after I requested account closure

Take note of TrueLuck’s failure to protect vulnerable players despite repeated warnings and documentation

I have full email and chat records, as well as copies of the documents I submitted, and I am willing to provide all necessary evidence.

Thank you for your assistance.

Resolved

Asked TrueLuck twice for a self exclusion that I never had

I asked trueluck twice to close permanently my player account because of a big gambling issue, the first response was to not close the account but to set limit so i stood by my words to close it definitively. The 2nd response was totally different and didn't even suit my request..

That’s absolutely disgusting when you know the difficulty of remaining master of one's means..

Personally I tried to get ahead of my addiction and warn the casino: but the casino's unprofessionalism pushed me to break down and deposit €160 in 3 times despite my multiple requests for closure.

That's why today I'm asking for a refund of my deposits at the casino!

If you need proofs I can give you screenshots of the responses of trueluck

Thanks

Unresolved

€160