TrueLuck Casino - Затримка зняття коштів

Dear CasinoGuru Team,

I’m reaching out for assistance regarding an ongoing issue with my withdrawals from TrueLuck Casino.

Since last Saturday, I’ve been trying to withdraw a total of €20,000 (two withdrawals of €5000 each). My account is fully verified, and I have not used any bonuses. Despite this, my withdrawals have repeatedly been delayed or cancelled, often with the explanation of "technical issues" — yet no specific reason or timeframe is ever provided.

I’ve been in constant contact with TrueLuck’s support team, and while they are polite, their responses are repetitive and vague. Each time I’m told to "wait 24–48 hours," only for the process to restart again without progress.

I’ve also expressed my willingness to cooperate and find a solution together, but unfortunately, my suggestions have been ignored, and I still have not received any payment.

At this point, I no longer know what to expect and would greatly appreciate CasinoGuru’s help in mediating this issue or contacting the casino directly on my behalf.

Thank you for your time and support.

Kind regards,

***** ********

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Dear Berta1996,

Thank you very much for submitting your complaint. We are sorry to hear about the issue with your withdrawal and understand your concern. However, please bear in mind that it’s quite usual for withdrawals to take a couple of days or even weeks to get fully processed. This means that it may take some time before your money appears in your account. This delay may be caused by unfinished KYC verification or a high volume of withdrawal requests.
That’s why we advise players to be patient, cooperate fully with casino, and wait at least 14 days after requesting their withdrawals before submitting a complaint.

If your account has been successfully verified, your game history checked, your withdrawal approved by the casino, and you still haven't received your winnings by 14 days since requesting the withdrawal, we will intervene and do our best to help you.
Thank you in advance for your patience and understanding.

Best regards,
Complaints Resolution Center

Dear Berta1996,

I hope you are doing well. As the recommended time frame has now passed, could you kindly update us on whether your withdrawal has successfully been received or if there have been any new developments regarding your case? Thank you for your time, and I look forward to your response.

Dear Casino Guru team,

Thank you for your message.

Unfortunately, I have not received my withdrawal yet. In fact, I still have €10,000 pending in my account, but this request is repeatedly being cancelled by the casino. Each time, the only explanation I receive is that it was cancelled "due to technical reasons" and that I should simply submit a new withdrawal request.

This cycle has happened many times now, and I have not been given a clear reason for the cancellations or a concrete solution. I wanted to update you so you are aware of the current situation.

Thank you for your assistance.

Kind regards,

Dear Berta1996, thank you for your response.

Could you please share your communication with the casino regarding your withdrawal? Send emails or chat transcripts to my email at [email protected], or post screenshots here.

Additionally, could you please confirm whether you have made any successful withdrawals before?

I hope we will be able to help you to resolve this issue as soon as possible. Thank you very much in advance for your reply.

Dear Berta1996,

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,
Attila
Casino.Guru