Loonabet Casino - Player’s account has been closed unexpectedly.

Dear Sir or Madam,

I created 2 withdrawal request in the first half of August and after 2 weeks they were still pending. The casino did not answered my e-mails and at live chat they mentioned they are working on these. After about 1 month I realized I cannot even login to my account and I see a message about my account is closed. I am never asked any account closure at the casino. After that at live chat they mentioned I should write an e-mail about this case but they are still not answer.

Best regards,

Flyabove200

Hello,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with Loonabet Casino.

Please allow me to ask you a few questions so I can better understand the situation.

• Could you please advise how long you were a player at the casino and when exactly your account was blocked?
• What games did you play to accumulate your current balance in the casino? (slots, live games, betting on sports)
• Did you achieve your current balance with the help of a bonus?
• Could you please share with me your communication with the casino regarding the issue? (check your spam folder) Send emails or chat transcripts of your attempts to resolve the situation with the casino to my email at tomas@casino.guru, or post screenshots here

I hope we will be able to help you resolve this issue as soon as possible. Thank you very much in advance for your reply.

Best regards,

Tomas

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Stay safe.

Dear Tomas,

I made my registration in June and I am realized about 3-4 weeks ago that my account is blocked. I played on slot games and sport. I am not used any kind of bonus. I am sent you our conversation with the casino to your e-mail address.

Best regards

Thank you very much for providing the necessary information. I will now transfer your complaint to my colleague Peter (peter.c@casino.guru), who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.

Hello there,

Thank you Flyabove200 for providing us with all the information. I hope we'll be able to resolve this issue together.

I would now like to ask Loonabet Casino for their help in resolving this complaint. We would like to know why the player's account was closed and what we can do to help resolve this issue.

Thank you!

We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.

Dear Flyabove200,

I have tried to contact the casino repeatedly but had no success. I’m afraid there is not much that can be achieved without cooperation from its side. I will mark the complaint as "unresolved" in our system. I understand this isn't a satisfactory solution to your issue. However, the decrease in the rating caused by unresolved complaints might help to change the casino's approach. If the casino decides to react, we will reopen the complaint, and you will be notified by email. I would recommend you contact the casino's licensing authority however, the casino doesn't display their validator on their website, most likely in an attempt to prevent players from escalating their complaint further. I am sorry I could not be of more help on this occasion.

Best regards,

Peter