TrueLuck Casino - El jugador no puede cerrar su cuenta.

Good evening

I've been trying to close my account for 15 days and they won't close it.

After I insisted on closing it, they asked for my ID and a selfie. I sent them.

Today they emailed me again to send the following documents:

account closure

Dear MARO GA*******,

Thank you for reaching out to TrueLuck Support! My name is Evan, and I'll be assisting you today!

In order to close your account I kindly ask you to provide us with the following documents:

— Photo of the document, which proves your identity (passport, ID or driving license so that your full name, date of birth and expiry date are visible);

— Screenshot of your last deposit from 2025-03-24 23:59 UTC at the amount of 100 EUR. Your full name, the time and the amount of deposit must be visible.

— Photo of the document that confirms your address (utilities bill, bank statement, which has your name and address fully specified) issued within the last 90 days.

Our support team will always be glad to assist you. Thanks for contacting TrueLuck Support. Have a great day!

Best regards,

TrueLuck Customer Support Team

What's happening is impossible.

I told them that I wanted to close my account and not make a withdrawal.

It's a shame that these types of online casinos operate.

I hope those who read this complaint avoid this casino.

Thanks

Καλησπερα

Προσπαθω εδω και 15 μερες να κλεισω τον λογ/σμο μου και δεν τον κλεινουν.

Αφου επεμενα να τον κλεισω μου ζητησαν εγγραφα ταυτοτητα και selfie . Τα εστειλα

Σημερα μου ξαναστειλανε εμαιλ να στειλω τα παρακατω εγγραφα

account closure

Dear ΜΑΡΩ ΓΑ*******,

Thank you for reaching out to TrueLuck Support! My name is Evan, and I'll be assisting you today!

In order to close your account I kindly ask you to provide us with the following documents:

— Photo of the document, which proves your identity (passport, ID or driving license so that your full name, birth date and expiry date are visible);

— Screenshot of your last deposit from 2025-03-24 23:59 UTC at the amount of 100 EUR. Your full name, the time and the amount of deposit must be visible.

— Photo of the document that confirms your address (utilities bill, bank statement, which has your name and address fully specified) issued within the last 90 days.

Our support team will always be glad to assist you. Thanks for contacting TrueLuck Support. Have a great day!

Best Regards,

TrueLuck Customer Support Team

Ειναι αδυνατο αυτο που συμβαινει.

Τους απαντησα οτι εγω θελω να κλεισω τον λογ/σμο μου και οχι να κανω αναληψη.

Ειναι ντροπη να λειτουργουν τετοιου ειδους online casino

Ευχαομαι οσοι διαβασουν αυτο το παραπονο να αποφυγουν αυτο το καζινο.

Ευχαριστώ

Hello marofa,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please allow me to ask you a few questions, so I can understand the whole situation completely. Could you please advise what reason you have given when requesting to block your account?

Please, let me explain you what the difference between closing the account and self-exclusion is:

Some casinos use lots of tools for responsible gambling and I would not mention them here. What players can do if they’re unhappy in the casino: Close the account or self-exclude themselves, those are the two basic choices.

Closing an account is simple and has almost no impact - the player can reopen account anytime, and casino has no obligation to the player.

On the other hand, self-exclusion does. If a player successfully makes a self-exclusion, the casino agrees not to open this account or if yes only under particular circumstances (after cooling off period and this cannot be done for players who are addicted/with gambling problem).

In the case of self-exclusion, if casino failed in this, player may ask for a refund.

Best regards,

Nick

Good morning.

I initially requested a block on live chat and was told to send an email.

I sent on 25/3 requesting the permanent closure of my account because I had lost a lot of money and I didn't want to lose more.

Since then there has been correspondence and they are asking for something.

I guess they're delaying it so I can continue to file.

Thanks

Καλημέρα σας

Αρχικα ζήτησα αποκλεισμό στη ζωντανή συνομιλία και μου είπαν να στείλω εμαιλ

έστειλα 25/3 ζητώντας το οριστικό κλείσιμο του λογαριασμού μου για το λόγο ότι είχα χάσει πολλά χρήματα και δεν ήθελα να χάσω περισσότερα

Απο τότε υπάρχει μία αλληλογραφία και κάτι ζητάνε

Υποθετω το καθυστερούν για να συνεχίσω να καταθέτω

Ευχαριστω

Hello marofa,

Please keep in mind that you have to specifically mention gambling problems/addiction.

Additionally, please forward the communication between you and the casino to nikolas.b@casino.guru for further review.

Awaiting your response.

Regards,

Nick

Ok, good morning, I'm sending it.

Οκ καλημέρα τη στέλνω

Dear Marofa,

Thank you for providing the emails.

Unfortunately, none of the correspondence includes any mention of gambling addiction. As such, the casino was not obligated to take action regarding your account closure based on the information received.

Please refer to my previous message and ensure that you request self-exclusion properly by clearly stating that you are experiencing gambling-related issues or addiction. This step is essential for the casino to take appropriate measures in accordance with responsible gambling policies.

Kindly let us know once you have contacted them again and when you receive a response.

Best regards,

Nick

Good morning

I don't have a gambling addiction, I just don't like that casino.

So they only close the accounts of those who are addicted?

It's okay, leave it.

I just won't use the above again.

I contacted you because they are asking me for a bunch of documents to close my account, something no other casino does.

καλημέρα

Δεν έχω εθισμό στο τζόγο απλά δε μου αρέσει το εν λόγω καζίνο

Δηλαδη κλείνουν τους λογαριασμούς μόνο σε αυτούς που είναι εθισμένοι;

Δε πειράζει αφήστε το

Απλα δεν θα ξανά χρησιμοποιήσω το παραπάνω

εγώ απευθύνθηκα σε σας γιατί μου ζητάνε ένα σωρό έγγραφα για να κλείσουν τον λογαριασμό κάτι που δε κάνει κανένα άλλο καζίνο

Dear Marofa,

Yes, generally speaking, in the case of a standard account closure, the player retains the option to reopen the account at any time.

On the other hand, if you are not experiencing any gambling-related issues, I would recommend simply refraining from using the casino altogether. In most cases, the account will be automatically closed after a prolonged period of inactivity.

As such, you are not currently obligated to provide any documents to them.

Please let us know if there is anything else we can assist you with.

Best regards,

Nick

Dear marofa,

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.

I don't have anything else.

Thanks

Δεν έχω κάτι άλλο

ευχαριστω

Due to the aforementioned reasons, this complaint will now be rejected. Thank you for your understanding, I am sorry we could not be of more help on this occasion. Please do not hesitate to contact us if you run into any issues with this or any other casino in the future.