TrueLuck Casino - Средства игроков были конфискованы.

I am submitting this complaint regarding Trueluck Casino's decision to confiscate my entire balance of €4,137.82 based on allegations of fraudulent or prohibited activity.

Trueluck informed me that my funds had been confiscated due to alleged violations of Sections 2.4.9, 7.5, 9.2, and 9.3 of their Terms and Conditions.

The problem is that these provisions cover a very broad range of completely different activities, including fraud, collusion, cheating, software-assisted play, chip dumping, account sharing, third-party betting, VPN/proxy usage, and other allegedly improper conduct.

I asked Trueluck several times to clarify what I had actually done.

I specifically explained that simply quoting the Terms and Conditions does not tell me what conduct was supposedly detected. I asked them to identify the specific activity involved, the type of violation, the relevant gameplay/session, and whether the accusation concerned collusion, fraudulent activity, VPN/proxy usage, third-party activity, software-assisted play, or something else.

Despite these requests, Trueluck has repeatedly refused to provide any specific explanation.

Instead, their support team has now essentially sent me the same response three times, repeatedly quoting Sections 2.4.9, 7.5, 9.2, and 9.3 and stating that their responsible team "detected violations."

Even after I explicitly asked them not to simply quote the same Terms and Conditions again, they did exactly that.

I strongly deny engaging in collusion, cheating, chip dumping, account sharing, third-party play, fraudulent activity, or any other manipulation of gameplay.

I understand that a casino may not be able to disclose every detail of its internal fraud-detection systems directly to a player. However, I do not believe that a casino should be able to confiscate a player's entire €4,137.82 balance merely by citing several broad Terms and Conditions without even identifying what the player allegedly did.

If Trueluck has genuine evidence supporting such a serious accusation, I would like them to provide the relevant evidence and a detailed explanation to Casino Guru for independent review. I understand that sensitive evidence may, where appropriate, be provided privately to Casino Guru rather than publicly disclosed to me.

I am fully willing to cooperate with Casino Guru and provide my communication with Trueluck or any other information necessary for the investigation.

I therefore respectfully ask Casino Guru to investigate this case and request that Trueluck substantiate its allegations.

If Trueluck cannot provide sufficient evidence demonstrating that I committed a serious violation warranting confiscation, I believe my €4,137.82 balance should be restored and made available for withdrawal.

Thank you for your assistance.

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Hello,

Thank you very much for submitting this complaint. I'm sorry to hear about the problem you're experiencing. Please allow me to ask you a few questions to clarify your situation.

• What types of games did you play to accumulate the winnings the casino confiscated from you?
• Did you accumulate these winnings with or without a bonus?
• Did you use any VPN or IP-masking software to alter your real location while accessing the casino website?
• Did you submit any identity documents to this casino for the verification of your account before it was blocked?

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

Best regards

Veronika

Dear dango258,

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,
Veronika
Casino.Guru