True Luck Casino - 閉鎖リクエストにもかかわらず、プレイヤーのアカウントは開いたままです。

Dear Sir/madam,

on march 17 I have sent an E-mail to trueluck casino asking to close my account permanently. Before I sent the E-Mail I asked the chat operator to close my account but they said they could not do this, I had to sent an E-mail. Since then I have sent numerous emails stating that I want my account closed and that I am suffering with addiction but my account is still not closed. I want my account closed permanently and the money back which I deposited after my request since they have been negligent.

I hope you can help.

kind regards,

Douwe van H****

Hello Drai,

Thank you very much for submitting your complaint and I'm really sorry to hear about your issue with True Luck Casino. Please allow me to ask you a few more question before we would move forward.

• Could you please advise if your account is already verified and if yes, since when exactly?
• When exactly did you mention gambling addiction for the first time?
• When was the last time you spoke to the casino and what was it about?

Looking forward to your answer.

Regards,

Nick

Hello Nick,

I mentioned addiction to the chat operators before that but by E-mail on the 20th of march. I am still in contact with the casino, they have send me an e-mail this morning saying they want to highlight the potential benefits of staying with them. I have had similar e-mails like this and everytime I replied I want my account closed but still nothing.

regards,

Douwe

Hello Drai,

Would it be possible to forward your self-exclusion e-mail you have sent to the casino (may live chat as well) to nikolas.b@casino.guru for further review?

Awaiting your response.

Reagards,

Nick

I have sent you two E-mail conversations with true luck casino and photo’s of a conversation with a chat operator on march 21

kind regards,

Douwe

Hello Drai,

Can you please specifically forward the e-mail in which you have mentioned gambling addiction as I could not find it between the ones you have sent.

Awaiting your response.

Regards,

Nick

I have send you a new E-mail

Hello Drai,

My name is Michal and I will be assisting you with your case. I hope that together we will come to a successful resolution of your issue.

I would like to request the presence of a representative from the casino in this conversation.

Dear True Luck Casino,

Could you possibly provide additional information regarding the issue and clarify the situation? I would also appreciate it if you provided us with any and all relevant evidence.

Thank you in advance.

Respectfully,

Michal