LunuBet Casino - Bonus payout issue

Hi,

I got same bonus, but with 50% instead of 85%. This time I asked about that max win limit.

Answer attached.

I opened bonus terms, and again, same rule 7.14 is there. Pictures of this also attached.

AS a level 4 VIP customer I would assume not to be neglected this way.

I feel it is not in anyway OK to change bonus terms after player has won. And still not to this day have gotten any response when asked to see such bonus terms where that max win limit is mentioned.

Regards,
Kaitsu47

Dear Kaitsu47,


We would like to apology for any inconvenience caused. This bonus was subject of maximum release of the same amount of the amount of the bonus itself.

In order to compensate you, we have credited 100EUR loyalty bonus to your account.


Best regards,
Lunubet.com

Hi,

Thank you for your response.

I would still like to receive an explanation as to why I am unable to view the specific bonus terms and conditions that mention the maximum win limit. When I opened the terms and conditions for this particular bonus, the page displaying the general bonus terms appeared. Therefore, it is reasonable to assume that these general terms apply to the bonus in question, rather than any undisclosed or “hidden” terms that the player has no prior opportunity to be aware of.

If you intend to adhere to your own rules and terms, I kindly request that you credit the missing amount of €2,985 to my real money balance.

Kind regards,
Kaitsu47

Dear Kaitsu47,

Thank you for your message.

After reviewing your account and communication preferences, we would like to clarify that you had previously unsubscribed from receiving promotional emails and updates by clicking the “unsubscribe” option. As a result, the email containing the full bonus terms and conditions, including the maximum bonus release limit, was not delivered to you.

For transparency, please note that the promotion in question clearly stated in its full terms that the maximum release amount equals 100% of the deposited sum. These terms are always sent to players via promotional email when they are subscribed to receive such communications.

We understand your concern and appreciate your feedback. However, the applied limit is in full accordance with the established bonus conditions.

Kind regards,
LunuBet Support Team

Dear @Kaitsu47,

The AskGamblers Complaint Team is kindly asking you to update your complaint in a timely manner and confirm if you consider the issue resolved. Please note that, in case you fail to respond within the given timeframe we will consider your case resolved and it will be closed accordingly.

Please keep in mind that as per the AGCCS Terms and Guidelines which you accepted upon registering and using our complaint system, you are obliged to provide the necessary level of assistance and cooperation during the process and providing updates in a timely manner is a must.

Thanks in advance for your cooperation.

Hi, finally a comprehensive answer — thank you for that.
If things are as you describe, could you now at last provide the bonus terms and conditions I have repeatedly requested to see? The ones I first asked for on September 30th, but still haven’t received.

Kind regards,
Kaitsu47