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

Dear Kaitsu47,

As requested, we are providing screenshots confirming the full bonus terms and conditions related to your offer.

The first screenshot shows the original offer you claimed – 150% + 170 Free Spins, consisting of 85% + 65%, where you released a €170 bonus. The email accompanying this promotion clearly stated that the maximum winning limit is 100% of the bonus amount.

The second screenshot displays the current active promotion visible in your account under the Available Bonuses section — 125 Free Spins + 35% + 45% (total 90%), also specifying that the maximum withdrawal limit equals 100% of the bonus amount.

These materials confirm that all relevant bonus terms, including the maximum win limit, were clearly defined and available at the time of activation.

Kind regards,
Lunubet Casino Team

Dear LunuBet Support,

Thank you for your response.
However, the bonuses you referred to are not the ones related to my case. The specific bonus in question is an 85% deposit bonus.

I have attached a screenshot for your reference and verification.

Kindly review the attached image and provide clarification regarding this particular bonus.

Thank you for your attention and assistance.

Best regards,
Kaitsu47

Dear Kaitsu47,

Thank you for your message. To clarify, the 150% offer previously mentioned refers to the total bonus package available to you at that time — consisting of an 85% deposit bonus, a 65% deposit bonus, and 170 Free Spins.

You chose to activate the 85% deposit bonus, which is part of that same 150% promotion. Therefore, all conditions previously provided — including the maximum win limit of 100% of the bonus amount — apply to this bonus as well.

Additionally, you can now view your current available bonuses in your account, which include a 55% and a 35% deposit bonus, giving a total of 90%, exactly as shown in the second screenshot we provided.

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.

Dear LunuBet Compliance / Support Team,

I am writing to formally request confirmation of the gaming license under which LunuBet operates. Please provide the following information without delay:

1. The name of the licensing authority or regulator.


2. The official license number.


3. The registered company name and registration number associated with the license.



As a licensed and regulated operator, this information is required to be publicly available and clearly displayed on your website. Failure to provide or disclose such information may constitute a breach of licensing or consumer protection regulations. I therefore request an official confirmation or a direct link to the page or document where these details are published.

Furthermore, thank you for your previous response. However, I wish to clarify that my request did not concern the bonus terms currently available on your platform, but specifically the bonus to which this matter directly pertains. Please ensure that the relevant bonus terms and conditions applicable at the time in question are made available for review.

If I do not receive a satisfactory response within a reasonable timeframe, I will have no choice but to escalate this matter to the appropriate regulatory or dispute resolution authority for further investigation.

Thank you for your attention and cooperation.

Kind regards,
Kaitsu47

Dear LunuBet Casino,

The AskGamblers Complaint Team is kindly asking you to provide a detailed explanation of the issue along with all the relevant facts and evidence that could support your accusations towards the player. Please make sure to state all the relevant casino and/or promotional terms that you believe have been breached by the player, if any. Please send required information to suppor­t@a­skg­amb­ler­s.com directly.

Please note that according to the AGCCS Terms, we consider all the information presented during the course of our complaint process confidential and as such it will not be shared with third parties.

Please be in aware that in case you fail to respond and/or provide requested information within the given timeframe, the complaint will be closed as unresolved. As a direct consequence of such closure, the operator's ranking score on AskGamblers will be decreased accordingly.

Thanks in advance for your cooperation.

Dear AskGamblers Team,

We confirm that all requested details and supporting materials have been sent to your team via email. Please review our full explanation and attached evidence for your consideration.

Kind regards,
LunuBet Compliance & Support Team

Dear LunuBet,

I would like to have those finally as well.

Best regards,
Kaitsu47

Dear @Kaitsu47,

Rest assured that the AskGamblers Complaint Team is in contact with the LunuBet Casino team and your case is being handled accordingly. Updates will be provided in due course.

Thank you for understanding.

Dear Kaitsu47,

Thank you for contacting us.

We would like to clarify the situation regarding your recent bonus. The offer you used was part of a personalized email campaign, which included a 150% total deposit bonus + 170 Free Spins — consisting of an 85% deposit bonus, a 65% deposit bonus, and 170 Free Spins.

Unfortunately, you did not receive the original email with the complete bonus details because you had previously unsubscribed from our promotional mailings. Therefore, you reached out to our support team after the bonus had already been activated and released, when the full terms could no longer be viewed directly in the email.

Each such email campaign normally contains the bonus percentage, number of free spins, slot name, and maximum release limits.
To make everything transparent, we are re-attaching the screenshot of the original campaign that you would have received, and below we are also listing the relevant conditions again for your reference:

Maximum release for deposit bonus: 100% of the bonus amount

Maximum release for free spins: €100

In your personal account, you can always see:

the minimum deposit required to activate the bonus,

the wagering requirement, and

the maximum obtainable bonus amount.

Please also note that the “Bonus Terms” button in your account leads to the general terms, which apply to all offers — including:

the maximum allowed bet (€5) while a bonus is active,

the list of eligible games for wagering, and

the rule that withdrawal requests cancel active bonuses.

These are general conditions, while your personalized campaign details (percentages, free spins, and release limits) are specified in the promotional email.

To avoid similar misunderstandings in the future, please contact our support team to re-enable your email subscription — this will ensure you receive complete bonus information directly to your inbox before activation.

Thank you for your understanding and cooperation.

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.

Dear LunuBet Compliance / Support Team,

I am writing AGAIN to formally request confirmation of the gaming license under which LunuBet operates. Please provide the following information without delay:

1. The name of the licensing authority or regulator.


2. The official license number.


3. The registered company name and registration number associated with the license.



As a licensed and regulated operator, this information is required to be publicly available and clearly displayed on your website. Failure to provide or disclose such information may constitute a breach of licensing or consumer protection regulations. I therefore request an official confirmation or a direct link to the page or document where these details are published.

I feel like our conversation is going in circles; it is not going anywhere.

Best regards,
Kaitsu47

Dear Kaitsu47,

Thank you for your message.

All licensing information is publicly available at the bottom of our official website, LunuBet.com.
As stated there:

LunuBet.com is owned and operated by NovaForge LTD, a company incorporated under the laws of The Autonomous Island of Anjouan, Union of Comoros, with company registration number 15684 and having its registered address at Hamchako, Mutsamudu, Autonomous Island of Anjouan, Union of Comoros, licensed by the Gaming Board of Anjouan at Mutsamudu under License No. ALSI-152406028-FI2.

Additionally, if you click on the license badge icon displayed at the bottom of the LunuBet homepage, you will be redirected to the official Anjouan Gaming Board website, where you can verify the license validity.

Kind regards,
LunuBet Support Team

Dear all,

Following a careful review and consideration of all the information, details and/or proof presented by the parties during the complaint process, the AskGamblers Complaint Team reached the conclusion that LunuBet Casino management acted in accordance with their Terms and Conditions.

Based on the abovementioned information, the AskGamblers Complaint Team considers this case resolved and it is now officially closed. While we understand this might not be the outcome expected by the complainant, we would like to remind you that, in case of a disagreement with our decision, further assistance on the matter could be requested from the relevant regulatory body and/or appointed ADR entity.