Beschwerde #11 LunuBet Casino

Reopened permanently closed account

Von Kartusz D.

vor 10 Monaten

Hi there,

After waiting for over 15 days for the casino to get back to me after an answer, they have still replied with an update, so I am deciding to go ahead with a complaint.

Long story short: I have a very bad gambling problem and addiction. I’ve been trying to self-exclude myself permanently from every online casino there is, when my addiction got out of control, and hence why I asked to permanently close my account on this particular casino website, which I did last year in April 2024 ( Screenshot of email thread attached). I have email evidence of this and their response as to them allegedly closing my account permanently due to a gambling problem, which I emailed to my VIP manager. I was under the assumption that they did this, as I didn’t second-guess them.

Moving on to this year, on the 15th February 2025, I received a promotional email from the VIP department regarding celebrating Valentine's Day, and that if I need anything from them that I should contact them ( assuming they meant bonuses). I was very surprised by this, as I thought once my account was permanently closed due to a gambling addiction, they wouldn’t send me any of these emails. I replied back stating if they had any bonuses for me, as I cannot control my urges when it comes to Gambling addiction ( most people would agree). They replied that my activity wasn’t enough and that I needed to deposit minimum 30 euro in order for me to get a bonus ( I have the full email thread regarding this which I have attached) fortunately enough, I ignored this and didn’t relapse into gambling and kept clean but I was still in shock that they were still emailing me.

Unfortunately, on the 10th June 2025, I managed to get into my account on this casino website( which was supposed to close permanently) and ended up depositing and losing €2450 (this was the start of the horrible relapse). I ended up emailing my VIP manager, who was on the same email thread as before, and asking them for a bonus as my urges to gamble were getting out of control. They emailed me back stating that “there is always a bonus for your activity”. Emails were sent back and forth that day and the next weeks, asking for bonuses as I kept losing, and I believe that they were preying on my large activity and vulnerability

Like I said before, I have a bad gambling problem, and that initial email triggered me immediately, and I was gon,e so to speak. From the 10th June 2025 to the 14th July 2025, I managed to deposit a total sum of €13,215 and lost it all. When I came to my senses and realised what had happened in the last month, I started a self-exclusion procedure by again emailing my VIP manager again on the 14th July 2025. I outlined to them that I have a gambling issue and that I would like to close my account. I also highlighted to them that I would like my matter investigated, as I found out that I’ve already self-excluded myself permanently in April 2024 (due to the gambling problem). I found an email from the casino that confirmed my self-exclusion.

So, isn’t this a clear violation of the basic responsible gaming policy? I have clearly outlined and stated to them in April 2024 for them to close my account, as I have a gambling problem. They confirmed that my account was permanently closed. However, my account was opened this year.

I am respectfully requesting that my deposits be refunded, as I believe that the casino has not adhered to its responsible gambling policy. I really hope that this issue can be resolved as civilly as possible, as I do believe that the casino did not protect me as an addict.

Unseriöses Casino LunuBet Casino

Grund Kontolöschung

Betrag €15665

Diskussion

AskGamblers

• Support Team

vor 8 Monaten

Dear all,

As apparent from the submitter's latest post, the AskGamblers Complaint Team is pleased to announce the case has been resolved and closed.

We thank both parties for their assistance during the complaint process.

Kartusz122

• Irland

vor 8 Monaten

AskGamblers,

The money has been transferred. The complaint can be closed as resolved.

Thanks again for all the parties involved in the process!

Kartusz122

• Irland

vor 8 Monaten

AskGamblers,

I have received email from LunuBet casino in relation to the refund and I am going ahead with their settlement. I will keep this complaint open until I get the full amount into my bank account.

I just want to thank AskGamblers for their great work and co-operation and support in relation to my complaint. Also, Lunubet for their support and their good will to fulfill the complaint.

AskGamblers

• Support Team

vor 8 Monaten

Dear @Kartusz122,

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.

LunuBet Casino Beschwerde-Statistik

Gelöst 8 / 8

Durchschn. Betrag $5,134

Durchschn. Dauer 15 Tage

Durchschn. Antwortzeit 14 Stunden

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