Casino has ignored multiple email requests to close account

Lucky Hunter was running a promotion for VIP users (screenshots have been attached):
'Our referral bonus has been doubled exclusively for VIP from August 17-23! Share your unique link and earn $400 for every friend who joins!'

It state's that you 'earn $400 for every friend who joins'. All the terms and conditions were followed, and both referals signed up through my link and deposited $100.
The first referral was on 21st of August 00:07 to which I received the initial $200 for referral and them depositing $100, plus they added another $200 as per the promotion which I could claim (you can see in the second screenshot this bonus is called 'VIP Referral Bonus') with the date and time to match as the referral that came with it.
The second referral was later that day, 21st of August at 8:10 to which I received the $200 bonus from the referral and him depositing $100, but I never received the 'VIP Referral Bonus' for this one.

I spoke with four different tech support on live chat to try get assistance, to which I got different responses where they weren't even willing to contact the relevant department for more information. Eventually the last one was able to get somewhere, but came back and said (screenshot of conversation attached):
"As Ihave now checked with the relevant team, it seems the promotion is available for the first person that you invite. am truly sorry about that."

I explained that it literally state's $400 for every person you sign up, to which replied:

"Yes, it does, and you are right, but unfortunately it is for the first person who you invite."

I then go to contact my VIP Manager to which I have sent multiple messages in the last 72 hours, where I have only received two replies basically ignoring the problem and saying she has passed it on to the relevant team and is monitoring it closely.

It seems wild to me that a casino can use promotional activity to get VIP players to get their friends to sign up and deposit by luring them with claims to get extra bonuses, but then only reward them once.
Whether this was the case for only the first invite, it is not how the promotion is marketed or stated and at the bare minimum I would expect them to honour and award their poorly run marketing campaign.

I am extremely disappointed with Lucky Hunter Casino’s verification process and customer support. I already submitted my bank statement multiple times, and this exact document has been successfully approved by many other platforms and applications without any issues. However, Lucky Hunter Casino keeps refusing to verify my account without giving a clear explanation.

What makes the situation worse is that this process has been dragged out for several days. Every time I contact support, I either receive generic automated responses or no real assistance at all. Instead of helping customers resolve problems efficiently, the support team keeps delaying the process and asking me to wait again and again.

As a customer, I expect a professional and transparent verification procedure, especially when I have already provided valid documents. The lack of communication and unwillingness to properly assist users creates frustration and makes the platform appear unreliable.

I understand that security checks are important, but there should also be reasonable customer service standards. If other regulated apps and platforms can verify the same bank statement without difficulty, there is no reason for Lucky Hunter Casino to continuously reject it without proper clarification.

Overall, this experience has been very stressful and time-consuming. I hope the company improves its verification system and trains its support staff to handle customer concerns more professionally instead of ignoring or delaying legitimate requests.

Clients have no access to responsible gambling tools. But when i sent email to customer support to set self exclusion, no reply has been given and no self exclusion set or cooling off set despite sending several repeated emails and contacting live chat several times within last month. This is very bad.

I have attempted to set a deposit limit 4 times, twice through chat and twice via Email. It has been over 24 hours and I am getting no responses yet I can still deposit.

I identified I had a problem gambling on this website and took steps to limit myself but I have been ignored.

You can see in the screen shots I have deposited a total of $657 NZD after making my request. Though I think 6 hours would be reasonable to action my request so based on the time lines I am only asking for $507 to be refunded to my account so I can withdraw this.

It is now well over 24 hours since my initial request and I still have no replies from them and no active limits in my account.

Their chat agents say they do not have the power to set limits and I need to email. but the emails do not get responded to. As you are part of Dama NV and promote responsible gaming features I feel as I have been severely let down in my ability to restrict myself.

I would ask to be refunded $507 and have my $50 monthly limit placed on my account immediately please.

Hi!
I am writing to formally lodge a complaint against Lucky Hunter Casino regarding the non-payment of my €10,000 first-place prize from the Play’n GO network tournament, "Reign of Thunder," held from September 24, 2025, to October 1, 2025.
According to the tournament terms, all prizes were to be paid to players within seven days of the tournament’s conclusion. As of today, October 9, 2025, I have not received my prize, despite the deadline having passed. In contrast, friends who participated in the same tournament on a different platform, PAF Casino, received their prizes on October 1, 2025, the day the tournament ended. This discrepancy suggests that Lucky Hunter Casino is unnecessarily delaying payment.
I have contacted Lucky Hunter Casino multiple times over the past week and received repetitive responses stating that they are awaiting tournament results from Play’n GO. However, given that other casinos have already disbursed prizes, this explanation appears misleading. I am concerned about the casino’s intentions, especially as I have read reports of similar issues with other smaller casinos and noted that Hollycorn N.V., which operates Lucky Hunter, has previously received warnings for related matters.
To support my claim, I have photographic evidence, including:

The Lucky Hunter Casino logo
The tournament scoreboard showing my first-place ranking
The tournament’s start and end dates
The conversations with casinos support service

I kindly request your assistance in resolving this matter promptly. I expect the €10,000 prize to be credited to my account without further delay.
Thank you for your attention to this matter. I look forward to your response.

Hello, I want to withdraw my €1000 balance and every withdrawal attempt is aborted and new documents are requested! The last document
I was asked to upload was an unprocessed bank statement, which I did! Now the next document is simply requested!??
No matter what document I upload, it is always rejected!

The problem has been going on since November!

Thanks