Trueluck Casino

Verified account and withdrawal of 800 euros still pending

€45000

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

€1200

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.

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

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

€3000

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

€160

Complaint Statistics

Resolved 3

Avg. Amount $ 8,194

Avg. Complaint Duration 5 days

Avg. Response Time 1 day

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Player rating

9.5/10 ● 172 reviews

Top reviews from our players

Adam2712

10/10

This casino delivers a solid all-round gambling experience that caters to both beginners and experienced players. The site loads fast, navigation is straightforward, and games are well-organized, so you’re not wasting time hunting for what you want. The game library is impressive, featuring a wide range of slots, table games, and a smooth live casino section that actually feels professional instead of gimmicky.

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Jaro1702

10/10

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clairee6

10/10

Shoutout to the support team at Trueluck! They helped me verify my account in record time. Usually, this process takes ages elsewhere, but they were super efficient. Now I can enjoy my winnings without any stress. This is how online gaming should be done.

nathan88

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Trueluck has a lot going for it. The game library is huge and the payments are generally fast. I would like to see more weekly bonuses, as it keeps things exciting. Overall, it's a very solid 9-star experience and I'll keep playing here.

Zuwen

10/10

Very good selection of slots and table games. The site is easy to navigate and looks great. I had a slight delay with a withdrawal, but it was sorted out within 24 hours. A very solid and professional platform for any type of player 👍👍👍

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10/10

I’ve had some great luck on the table games lately. The software is very stable and the betting limits are flexible enough for both casual players and high rollers. It’s a very well-balanced site that caters to everyone. Definitely worth checking out.

Biryweq

10/10

It’s nice casino, managers are helping with every question.
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