Lumi Casino - Player's bonuses are causing withdrawal delays.

I registered to Lumi Casino since they were offering new players 100 Free Spins wager-free, however during the registration process the UI is made so that it looks like you'll have to take out the 150% Deposit Bonus on-top to receive the spins.

I never received the Free Spins so I had to go out and ask Customer Support to manually add them to my account, since I was seemingly given 2 different 100 Free Spins bonusses, one that was wager free and one which had a 40x wager-thru requirement. I won roughly €15 from the Wager-free bonus and asked customer support to cancel my 150% bonusses, I was told this wasn't possible due to technical reasons and to wait for a second, I started gambling by doing a €20 Bonus Buy on Big Blast Blast and won ~€15 from it, after that I did a €5 Starburts spin that I won €18 from. I tried to withdraw and asked customer support to cancel the bonusses since you can not withdraw while having active bonusses. after that customer support told me that bonusses can not be cancelled after you've started wagering, even if you haven't used the bonus funds at all.

Nowhere in the Bonus Terms or Terms of Conditions it is stated that bonusses can not be cancelled, this is highly predatory and against FairGambling. I'm fine with Lumi either closing my account and refunding my initial deposit or allowing me to withdraw my winnings by voiding the bonusses, since I meet the withdrawal requirements, since I wagered thru my initial deposit at least once.

I've attached screenshots (in Finnish) with the support agent telling me they're unable to cancel the bonusses.

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Hello,

Thank you very much for submitting this complaint. I'm sorry to hear about the problem you're experiencing. Please allow me to ask you a few questions to clarify your situation.

• Could you please send me a screenshot of your bonus history showing all the promotions you have activated since you registered at this casino?
• Did you place the €20 bet on Big Bass Blast and the €5 spin on Starburst while a bonus was active in your account?
• Had you already started wagering the bonus when you asked the casino to cancel it for you?
• Could you please clarify whether your account balance was shown separately as real money and bonus money? Or was your entire balance shown as bonus money after you made your deposit and received the bonus?

I have reviewed the Bonus Terms and Conditions, and this is what I found regarding bonus cancellations:

5.3

The deposit and possible winnings connected to a bonus will be locked to the casino account until the wagering has been completed. Where a withdrawal is requested while there is an active bonus balance, or while there are unused free spins, cash spins, or any other pending promotional rewards remaining on the account, any such remaining bonuses, spins, or rewards will be automatically forfeited and revoked.

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

Best regards

Veronika

Hey Veronika,

Could you please send me a screenshot of your bonus history showing all the promotions you have activated since you registered at this casino?

• There is no "Bonus History", so hopefully this will do:

Did you place the €20 bet on Big Bass Blast and the €5 spin on Starburst while a bonus was active in your account?

I asked support before placing my bets to cancel the deposit bonus + the bonus on the 100 extra Reactoonz spins that I had to use, before I could get my 100 Wager-free Reactoonz spins. After they told me that it wasnt possible due to technical reasons I went to play Big Bass Blast + Starbursts which is how I got my "real money" balance to the current amount. I haven't played or touched my bonus balance at all.

Could you please clarify whether your account balance was shown separately as real money and bonus money? Or was your entire balance shown as bonus money after you made your deposit and received the bonus?

After deposit my balance was:

• €20 (in "real" money)
• €30 (in "bonus" money)
• €0 (in "freebets" money)

Thank you for your response. From the screenshot you provided, it appears that the bonus was credited to your account on 10 August at 10:52. The screenshots of your live chat conversations show that you contacted Customer Support on 11 August at 2:24.

Could you please clarify whether you had already placed any bets using your deposited funds before contacting Customer Support on 11 August? In other words, had you started playing with your Cash Balance before you requested that the bonus be cancelled?

Also, were you able to cancel any of the other bonuses that were credited to your account and currently show 0% wagering progress? If so, please let me know which bonuses you were able to cancel and when.

Hey Veronika.

Thank you for your response. From the screenshot you provided, it appears that the bonus was credited to your account on 10 August at 10:52. The screenshots of your live chat conversations show that you contacted Customer Support on 11 August at 2:24.

I assume part of this is to do with the fact that the casino is using the UTC timezone for the bonus history instead of Local Time which the support does. I had to first request that they add the wagerfree spins to my account since they weren't initially credited, and that the support had to add the spins to my account on the game Reactoonz instead of on Moon Princess 100. I hadn't started playing with my cash before contacting the support about the bonus cancellation - I had only been playing the Free Spins credited to my account, both the wager free & non-wager free ones (since the non-wager frees were credited to my account first, that I had to play thru to play the wager free ones)

Also, were you able to cancel any of the other bonuses that were credited to your account and currently show 0% wagering progress? If so, please let me know which bonuses you were able to cancel and when.

No, the casino refuses to cancel any bonusses, since they blamed "technical issues" initially when I asked them to cancel both of the bonusses.

Please request the casino via email to send you your gaming history in Excel format, starting from 10 August up to this day. Once you receive the file, kindly forward it to me at veronika.f@casino.guru. Thank you for your cooperation.

Hello,

I sent you a screenshot but currently they're taking ages to send the .csv file since under GPDR law they have 30 days to provide it.

Support also said to me that it might not be technically possible.

Dear not3of

Thank you for your cooperation and for providing all the necessary information. I truly appreciate the time and effort you’ve taken to share everything with us so far.

Your complaint will now move to the next stage of our process and be handled by your dedicated Resolver, Michal (michal.k@casino.guru). This is a standard step in our procedure, as the Resolver will take over communication with the casino directly and manage your case from this point onward.

No action is required from you right now. Your Resolver will reach out through this thread if any additional details are needed. You can rest assured that your case is in very capable hands.

I wish you the best of luck and hope your case will be resolved to your satisfaction soon.

Kind regards,

Veronika

Hello not3of,

I'm Michal, and I have taken over your complaint. I have reviewed this case, and I will contact the casino to shed more light on this matter and to see if I can help somehow.

We would like to invite Lumi Casino to join the conversation.

Dear Lumi Casino Team,

Kindly clarify the sequence of events, including when each bonus was credited to the player’s account, how the respective wagering requirements were completed, and which specific terms and conditions applied to the associated gameplay.

Additionally, I would appreciate your view on how this matter could be resolved fairly and appropriately.

Should there be any other circumstances or evidence relevant to the case that cannot be disclosed publicly, you may send them directly to me at michal.k@casino.guru for an independent review.

Thank you in advance.

I doubt the casino is going to reply since they bypassed the Casino.guru forums and sent me a email directly from their complaints team stating the following:

Dear Mr [my surname], We have undertaken a review of your account and correspondence. Our records confirm that you claimed our Welcome Bonus upon making your initial deposit of €20. Please note that all promotions are subject to specific terms and conditions. For ease of reference, the key terms governing the Welcome Bonus are outlined below:

This welcome offer is only valid for new players and their first deposit. A minimum deposit of 20€ is required. This welcome offer cannot be used in conjunction with other offers. This offer gives you the following: 150% match bonus on your first deposit up to 300€ + 100 free spins on Reactoonz. Winnings from free spins are capped at 20€ and credited as bonus funds. Bonus funds are subject to wagering requirements before they are converted to cash and can be withdrawn. This wagering is x40 the total of bonus money, deposit and Free Spins. Not all games contribute to this wagering requirement. Please see here for our game weighting contributions. The maximum bet allowed whilst the welcome bonus is in play is 5€. Should you bet higher than this while the welcome bonus is in play, we reserve the right to confiscate all winnings. Deposits made by Skrill and Neteller are not eligible for this offer. Unused bonus funds expire after 30 days. Unused spins expire after 10 days. Our standard promotion terms apply. Our general terms and conditions apply.

As outlined in Clause 6 of the bonus terms and supported by Clause 5 of our Standard Promotional Terms and Conditions:

"5.3 The deposit and possible winnings connected to a bonus will be locked to the casino account until the wagering has been completed. Where a withdrawal is requested while there is an active bonus balance, or while there are unused free spins, cash spins, or any other pending promotional rewards remaining on the account, any such remaining bonuses, spins, or rewards will be automatically forfeited and revoked.

5.4 Bonus amounts credited to a player's bonus account are subject to forty (x40) times wagering requirements before they are converted to your Cash Balance and can be withdrawn (unless explicitly stated otherwise in the Specific Terms and Conditions)."

Despite these terms, we have decided to refund your initial €20 deposit to your registered payment method as a one-time gesture of goodwill. Please allow between 2-5 business days for the funds to clear.

I'm obviously happy with the decision, but its still weird that the casino is trying to bypass this forum by directly negotiating with the player via email.

We'd like to inform everyone following this case that the player has marked this complaint as resolved using the dedicated button.

Dear not3of,

We are pleased to hear that your issue has been resolved. We will mark the complaint as 'Resolved' in our system. Thank you for your cooperation and confirmation. If you experience any future issues with this or any other casino, please don’t hesitate to reach out to our Complaint Resolution Center. We are here to assist you.

As always, our services are free of charge, and we do not accept any gratuities. However, we would greatly appreciate it if you could take a moment to share your experience with our services on Trustpilot: https://trustpilot.com/evaluate/casino.guru. Your honest review, along with any suggestions for improvement, would be incredibly valuable. It can also help others who are considering contacting us for assistance with online casino-related matters.

Thank you in advance for your time and feedback.

Best regards,

Michal