TrueLuck Casino - La solicitud de información de la cuenta del jugador sigue sin resolverse.

Description of the facts:

On July 30, 2026, I formally requested TrueLuck to release my complete account information, including a complete record of all deposits and withdrawals since the account was opened. The legally mandated one-month deadline expired on August 30, 2026, without any response. Instead, I was repeatedly put off by different support staff and ultimately asked to provide an unsubstantiated "source of wealth" documentation.

Without the requested data, I can neither quantify my actual net loss nor take legal action against it. I explicitly informed TrueLuck of my gambling addiction on January 2, 2026; nevertheless, I repeatedly received personalized advertising even after that (including on August 8, 2026).

I request Casino.Guru's support in getting TrueLuck to release the complete transaction history and in clarifying why marketing communication continued despite the disclosed addiction.

Beschreibung des Sachverhalts:

Ich habe TrueLuck am 30.07.2026 formell um vollständige Herausgabe meiner Kontodaten gebeten, einschließlich einer lückenlosen Aufstellung aller Ein- und Auszahlungen seit Kontoeröffnung. Die gesetzliche Monatsfrist ist am 30.08.2026 ergebnislos verstrichen. Stattdessen wurde ich wiederholt mit wechselnden Support-Mitarbeitenden vertröstet und zuletzt aufgefordert, eine nicht begründete „Source of Wealth"-Dokumentation vorzulegen.

Ohne die angeforderten Daten kann ich meinen tatsächlichen Nettoverlust weder beziffern noch rechtlich dagegen vorgehen. Ich habe TrueLuck bereits am 02.01.2026 explizit meine Glücksspielsucht mitgeteilt; dennoch erhielt ich auch danach wiederholt personalisierte Werbung (u.a. 08.08.2026).

Ich bitte Casino.Guru um Unterstützung dabei, TrueLuck zur Herausgabe der vollständigen Transaktionshistorie zu bewegen sowie zur Klärung, warum trotz mitgeteilter Sucht weiterhin Marketingkommunikation erfolgte.

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 tomas@casino.guru
• When was the last time the casino allowed you to deposit?
• Could you please clarify the format of the advertisement you received? (targeted emails, newsletters, calls etc.)

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

Thanks for your patience and for the messages sent via email.

Have you unsubscribed from the casino's marketing communications after you received the ads from the casino?

Could you please explain what the disputed amount of € 10,000 represents in your situation?

Please let me know.