TrueLuck Casino - Igrač se suočava sa problemom povlačenja novca zbog poništene transakcije.

Good evening, yesterday I made a withdrawal from the TrueLuck casino and had them send it to me to Revolut. Revolut reversed the money, I sent it to the casino's live chat and they told me they do not accept reversals and from them the withdrawal has been made normally and I need to talk to Revolut. Revolut tells me that the money has been reversed automatically and the money will be returned in 3 to 5 business days from when the order was given. What do you advise me to do?

Καλησπέρα, έκανα χθες μια ανάληψη απο το casino TrueLuck και έβαλα να μου τα στείλουν στην Revolut. Η Revolut έκανε αναστροφή χρημάτων έστειλα στο live chat του casino και μου είπαν δεν δέχονται αναστροφή χρημάτων και απο αυτούς η ανάληψη εχει γίνει κανονικά και πρέπει να μιλήσω με την Revolut. Η Revolut μου λέει έχει γίνει αναστροφή χρημάτων αυτόματα και θα επιστραφούν τα λεφτά σε 3 με 5 εργάσιμες απο εκει που δόθηκε η εντολή. Τι με συμβουλεύετε να κάνω?

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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.

• Have you made any successful withdrawals from this casino before?
• Have you completed the full KYC verification process, including the verification of your Revolut account?
• Have you made any deposits via Revolut into this casino?
• Have you contacted the casino’s customer support via live chat or email? If you only used the live chat so far, I recommend sending an email to the support team as well, as they might have more detailed information regarding the refund of your winnings to your casino account.

Please note that tracking an unsuccessful payment and returning it to the gaming account may take several working days.

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

We'd like to inform everyone following this case that the player has marked this complaint as resolved using the dedicated button.

Dear CD93,

We are pleased to hear that your issue has been resolved. We will mark the complaint as 'Resolved' in our system. Thank you for your cooperation and confirmation. If you experience any future issues with this or any other casino, please don’t hesitate to reach out to our Complaint Resolution Center. We are here to assist you.

As always, our services are free of charge, and we do not accept any gratuities. However, we would greatly appreciate it if you could take a moment to share your experience with our services on Trustpilot: https://trustpilot.com/evaluate/casino.guru. Your honest review, along with any suggestions for improvement, would be incredibly valuable. It can also help others who are considering contacting us for assistance with online casino-related matters.

Thank you in advance for your time and feedback.

Best regards,

Veronika