The player from Italy had self-excluded from Lunubet multiple times but received unsolicited contact from them, which he found inappropriate. He expressed concern over his gambling problem and requested assistance in obtaining a refund for his losses, totaling €1,500. We investigated the timeline of the player's self-exclusion requests and account closures, confirming that the account had been reopened after the initial closure despite the player's gambling addiction declaration. After reviewing the player's transaction history and communications, the casino agreed to process a refund for deposits made during the period the account was reopened in violation of self-exclusion. The refund was arranged following the player's submission of bank details, and the complaint was ultimately resolved with the player confirming receipt of the refund.
LunuBet Casino - Player requests help after self-exclusion.
Case closed
Amount: €1,500
LunuBet Casino
Safety Index:Very lowCase summary
Translation
Good evening
I've banned myself from Lunubet several times, but they contacted me again on Halloween, making fun of me with an excuse. I'm attaching the conversation. I have a serious gambling problem and had already lost €3,000, but this time I decided not to play. In reality, bonus after bonus, I've loaded up €1,500 and lost it. Can you help me get a refund? I've attached some parts of the conversation; I'll continue with the screenshots in another complaint.
Important notice:
Casino Guru will never ask for payments or access to your accounts to complete KYC. If someone claims to be from Casino Guru and does that, do not share any information.
We only contact players through this official complaint thread or via @casino.guru e-mail addresses. Always check the sender’s domain and verify your complaint resolver’s e-mail address by clicking on their avatar visible inside the official complaint thread.
If anything seems suspicious, contact us directly.
Stay safe.
Dear Aabbaa,
Thank you very much for submitting your complaint. I’m very sorry to hear about your negative experience. First, I’d like to explain to you what the difference is between closing the account and self-exclusion:
Closing an account is simple and has almost no impact - the player can reopen the account anytime, and the casino has no obligation to the player. The casino can even try to keep the player by offering bonuses or other advantages to them.
On the other hand, self-exclusion does. If a player successfully requests a self-exclusion, the casino agrees not to open this account, or if yes, only under particular circumstances (after the cooling-off period, and this cannot be done for players who are addicted/with gambling problems).
Could you please advise if you have ever informed the casino about your gambling problem? If so, please forward me this conversation between you and the casino. My email address is kristina.s@casino.guru. Also, do you currently have access to your casino account?
Thank you very much in advance.
Best regards,
Kristina
TranslationHelp me guys.
TranslationThey clearly played on the fact that I was self-excluded and always looking for bonuses
Translation*Here is the proof of my communication* !!!!!
I even gave it to you in June.
TranslationI confirm that I still have access to my account anyway
Thank you very much for your reply. Could you please clarify the dispute value? You set it to €15,000; however, your initial message indicates that the dispute value might be €1,500.
Also, could you please forward the emails from June to kristina.s@casino.guru?
In the meantime, I recommend that you send another self-exclusion request if your account is still accessible.
When applying for self-exclusion, state clearly the reason why you want your account to be deactivated and specify the time period. Also, the email "Subject" should be clearly marked and easily recognizable, as casino support receives many requests per day; hence, if it’s visibly marked, you stand a better chance of having your request granted as soon as possible. I would also strongly recommend that you always save your self-exclusion request so that you have valid proof of such action.
Example:
Email subject: Self-exclusion
Player’s info:
First name:
Last name:
DOB:
Casino login:
Email address:
"Greetings xxx xxx,
I’m writing to inform you that I wish to exclude immediately from this casino and from receiving any gambling related marketing material for a minimum period of xxx months/years (lifetime).
The reason that preceded my decision is xxx (gambling addiction)
I acknowledge that I will not be allowed to rescind my self-exclusion during this period and self-exclusion cannot be lifted before the end of the agreed period."
Please send another email to LunuBet Casino (support@lunubet.com) and keep me informed about any further developments. Thank you in advance.
TranslationGood evening guys.
The total amount lost in October was 1,500 euros, which occurred after the first exclusion in June, with a detailed email explaining the reasons for the gambling difficulties.
Last week I self-excluded myself again, specifying the reason again.
I am also attaching the last email.
TranslationThey contacted me again despite my self-exclusion and despite my declaration that I had a gambling problem.
This is really serious. They need to pay and realize that it's not right.
I won't fall for it but I trust in you 
Can you please send me the emails from June as attachments instead of screenshots? Has your casino account ever been closed or has it remained open since June? Also, do I understand correctly that you currently have no access to your casino account?
Dear Aabbaa,
We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.
TranslationDear Kristina, I replied to you 2 days ago by email, sending you everything to kristina.s@casino.guru . Please let me know
TranslationKristina, can you give me some good news please?
Aabbaa, do you currently have access to your casino account, please? If you don't, when was it closed? When did you receive the last email with a promotional offer?
TranslationGood morning, I currently do not have access following the self-exclusion of November 19, 2025.
I had clearly spoken about my gambling problem and was even told that it would not be possible to reopen any accounts.
On November 27th they contacted me again offering me their ranking to reach cash prizes.
All this after I had already received bonuses, invitations, and emails after the first self-exclusion in October. I had already attached everything to you guys, help me.
I attach the email
TranslationMerry Christmas guys.. do you have any news?
Hello Aabbaa,
We would like to update you that due to Kristina, your designated resolver, being on vacation, we have opted to extend the timeline by an additional 7 days. Since Kristina has an in-depth understanding of your situation and maintains direct communication with the casino, we find this extension justified. Your patience is sincerely appreciated, and I assure you that Kristina will contact you at the earliest opportunity.
Thank you for your understanding and ongoing patience.
Best regards, Casino Guru
Dear Aabbaa,
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, Matej (matej.l@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,
Kristina
TranslationHi Kristina, thank you so much for your help. I'm very happy that the complaint has moved to the next stage. I hope the refund arrives soon and that everything goes well. I'll be waiting for news from Matej then.
Thank you again so much
Greetings and have a good day
Hello Aabbaa, nice to meet you!
My name is Matej, and I will be assisting you with this case. I'll do my best to help you resolve this issue as soon as possible.
Unfortunately, majority of your screenshots doesn't show dates and some don't show the full conversation. You have not provided my colleague Kristina with the original messages, as she asked. Therefore, I am unable to establish proper timeline of events, only partially. Before we involve the casino in this mediation, I will need some more information from yourself. Please, correct me if anything below is wrong, or misunderstood on my part:
From my understanding you have requested permanent self-exclusion due to gambling addiction on 29/06/2025 and confirmed your decision on the same day. I have seen some confirmation about account closure from the casino, but it does not show date. Can you confirm it was casino responding to your self-exclusion request? Or was it some other request being responded to?
I have seen a lot of marketing communication sent to you by the casino. Have you tried to unsubscribe from it by clicking the "unsubscribe" button at the bottom of these messages?
I have also seen snippets of conversation between yourself and the casino VIP manager regarding account closure in October, where you were debating leaving the account open if they offer you a bonus. How did this happen? Did you re-register with a new account? Or did the casino reopen your self-excluded account? Basically I would like to know if your account got closed after your request on 29/06 and how were you able to log in and deposit money afterwards.
Could you please forward me via e-mail the following:
- the whole conversation with the casino VIP manager from October about closing the account
- the original self-exclusion request messages from 29/06 including the casino's response to your confirmation about account closure
- one random marketing communication you have received during the time your account was supposed to be closed.
- the whole conversation about self-exclusion from November 2025 alongside the casino's responses and confirmation of the account closure (if you received any)
You can send it to matej.l@caisno.guru. With these , I will be able to establish a timeline of events, and able to clearly communicate with the casino, regarding the best steps to mediate a fair outcome for you. Thank you very much.
TranslationHi Matej, it's my pleasure. Thank you so much for your help.
I will try to answer as precisely and comprehensively as possible.
I'll forward you what you requested via email
Thank you so much for your professionalism
It is very important for me to be able to get back this money that was given to scammers who take advantage of fragile situations.
TranslationDear Matej, I forwarded everything to you via email. Let me know as soon as possible.
Thank you so much to you and the whole team
Dear Aabbaa, thank you for the message. While majority of the messages were regarding regular account closure, there was one screenshot pointing towards self-exclusion. Could you forward me the whole e-mail and/or e-mail conversation from 29th June? Thank you.
I’d like to invite a representative of LunuBet Casino to join the conversation and participate in the investigation of this case as well. Could you possibly provide additional information regarding the issue with self-exclusion requested on 29/06/2025 and clarify the situation? I would also appreciate if the casino could provide us with any and all relevant evidence. Any sensitive information or internal system files can be shared with me directly by e-mail matej.l@casino.guru.
Thank you for your patience and cooperation in advance.
TranslationDear Matej, I don't have any further emails from the June 29 closure, but as already mentioned to both you and Kristina, I want to draw everyone's attention to the email dated November 19, 2020, in which I once again stated that I had a gambling problem. After just eight days, on November 27, 2025, I was contacted again by Lunubet VIP Department via email, calling for a "lucky call," which was completely inappropriate and took advantage of my situation. Furthermore, the numerous emails and attached screenshots from this period speak for themselves.
Dear Casino Guru,
We have escalated this matter to the relevant department and will provide you with an update as soon as we hear back from them.
Kind regards,
LunuBet Team
Dear LunuBet Casino, please let us know as soon as the investigation is complete. If any sensitive information or internal processes needs to be shared, feel free to send them to me directly at matej.l@casino.guru. Nothing will be forwarded or shared, and will be used solely for internal investigation.
I would like you to especially focus on the communication from the player from 29th June when he for the first time requested self-exclusion and confirmed to proceed with it, then again on 29th November. Thank you very much.
Dear Casino Guru,
We are currently awaiting an update from our relevant department.
Please be assured that your case has been prioritized, and we will contact you as soon as we receive their feedback.
Thank you for your continued patience.
Kind Regards,
LunuBet Team
TranslationI hope to have a response soon. This story is dragging on.
I wonder if I'll ever get my money.
Thanks to CasinoGuru
Lunubet do your job properly
Dear Casino Guru,
Following a review from our relevant department, we can confirm the following details regarding email history:
June & November 2025:
Our records show no email communication was sent to player on 29.06.2025 or 29.11.2025.
First Contact: The initial email from his VIP Manager was sent on 24.08.2025.
We hope this clarifies the timeline of our correspondence.
Kind Regards,
LunuBet Team
TranslationNo one ever talked about 29.11 but rather 27.11
Dear LunuBet Casino,
The date and time in question is 19th November 2025, and the self-exclusion e-mail has been sent to the VIP team.
Can you also confirm what was the date when the support team received the self-exclusion request and when was it applied? Thank you.
Dear Aabbaa, while waiting for the response from the casino, I would like to know if you ever received any kind of response from the casino to any of your messages, except the self-exclusion response. Thank you.
TranslationHello Matej
I got a few answers from the casino when I spoke to the VIP manager. Which one specifically do you need?
Dear Casino Guru,
November 2025: There was no recorded email communication with the user on November 29.
August 24, 2025: The VIP Manager sent the initial introductory email.
November 19, 2025: The user submitted an account closure request. We are unable to see user reply.
November 20, 2025: The user was contacted with a bonus offer, which they accepted.
November 27, 2025: A second bonus offer was sent, but the user remained unresponsive.
There has been no further email communication since November 27, 2025.
Kind Regards,
LunuBet Casino
TranslationSHAME.
LOOK AT THE DATE. THE BONUS OFFER I ACCEPTED WAS DATED NOVEMBER 9TH. LIARS. Scammers and liars too.
You admitted that I was contacted twice after this email. You violated the rules. You're taking advantage of people in need.
I'm waiting for the compensation
Dear Aabbaa, the caisno confirmed reception of your request on 19/11/2025:
November 19, 2025: The user submitted an account closure request. We are unable to see user reply.
Have you ever received any kind of response to this request? The above suggests the support staff acknowledged your request and possibly asked for more details. Can you please check your spam box and received e-mails for any kind of message reacting to your self-exclusion request? If you have it, have you ever replied? Thank you.
Dear LunuBet Casino, is there any reason why the self-exclusion request you have confirmed as being received on 19/11/2025 has not been actioned? Also, if you could e-mail me (matej.l@casino.guru) any kind of evidence, that would be very helpful. I will require proof of your statements mostly because your responses don't align with the evidence provided by the player, and that most of my questions are never answered directly. If this is due to not wanting to share sensitive information or internal procedures, feel free to explain everything to me via e-mail, as those contents are never shared or forwarded. Thank you for your understanding.
Dear Casino Guru,
August 2025: The player requested a closure on 28.08.25, the account was closed within 5 minutes as a standard request.
October 2025: Upon his request to reopen on 03.10.25, we conducted a mandatory check. We asked the player to confirm he was in control of his gambling.
He explicitly confirmed this, stating, "Sì, è corretto." "Yes, that's correct.
November 2025: The account was again closed on 19.11.2025 following his request.
This is all information that we have, and his account will remain closed.
Kind Regards,
LunuBet Team
Dear LunuBet Casino, thank you very much for the response. I understand the situation now and will share Casino Guru viewpoint shortly.
Dear Aabbaa, according to the above, you have requested an account closure on 28.08.2025. Do you have the message you have sent on that day still available? Was that a regular account closure or a self-exclusion due to gambling addiction? And last thing I need to know is what has happened after you confirmed self-exclusion on 29/06/2025. Was the account closed? Did you ask it to be reopen later on? Once I have this information, I believe I can piece together a timeline of events and be able to come to a conclusion what would be the best solution to this issue. Thank you.
TranslationThey never closed my account for at least a couple of hours.
I'm trying to retrieve the email from August 28th, but I can't find it. In any case, I think I've been clear enough with the current screenshots, which were also sent via email.
TranslationI have always asked for self-exclusion due to gambling problems. ALWAYS
TranslationI don't understand how they can lie about the promotions they sent me, even after the various self-exclusions requested, always specifying my gambling problem.
Dear Aabbaa, just to be clear: from the screenshots you have sent us, most of your account closure requests were not mentioning gambling addiction, hence are considered a regular closure requests. In such cases casinos are allowed to entice the players with extra bonuses or services. On one occasion you yourself agreed to keep the account open, if the casino gives you a good bonus. We see this as fair deal, since the primary job of the casino managers is to keep the players coming back. Therefore these messages are not considered as evidence supporting your case. Thank you for your understanding.
Dear LunuBet Casino, I would like to focus on the message sent by the player on 29/06/2025. In this message gambling addiction has been clearly stated, and the decision to permanently close the account has been confirmed within few hours of the support staff asking whether the player was sure about this step.
Since the account has been closed due to gambling addiction, according to our Fair Gambling Codex and player protection rules, such accounts should not be reopen. Especially not two months after the closure, since gambling addiction is not something that can be "cured" in a few weeks.
I appreciate the suport agent asking the player whether he has his gambling habits under control, however we do not take this into account. Addicted player would say anything (or agree to anything) just to get another chance to chase the wins.
To be able to move forward, I would like to ask if you could e-mail me (matej.l@casino.guru) player's cashier history showing both deposits and withdrawals made between 01/07/2025 until 19/11/2025. That way I can establish what happened during this time more clearly.
Also, I would like to ask if you can confirm that the player's account has been closed permanently, with no option for reopening, and marked as "Gambling addict". If you can confirm the marketing communication will cease as well, that would be much appreciated. Thank you very much.
TranslationIn short, I have been following this complaint for 3 months and I won't even get a portion of the money I lost?
I have declared my gambling problems to Lunubet several times and they have played with it several times.
Help me
Dear Casino Guru,
The player’s transaction history has been requested.
Please be aware that retrieval may take some time.
We can also confirm that the player’s account has been closed and all outgoing communications have been deactivated.
Kind Regards,
LunuBet Team
Thank you for the confirmation of the account closure, LunuBet Casino, much appreciated.
Dear Aabbaa, I am now waiting for the cashier history so I can check your deposit and withdrawal history, to see how to approach the question of a refund. As soon as I get the log and review it, I will post an update in this thread to keep you updated.
Dear Aabbaa,
Please be advised that we are still awaiting the necessary updates from the relevant department. We are following up internally to ensure this is addressed as a priority.
As soon as we receive further information, we will share it with the forum immediately. Thank you for your continued patience and understanding.
Best regards,
LunuBet Casino Team
Dear Casino Guru,
Email has been sent to Matej, please check at your earliest convenience.
Kind Regards,
Lunubet Team
TranslationI await your response as soon as possible thanks Casino Guru and Lunu bet
Dear Aabbaa, I have received your cashier history and after revieing it, I have inquired with the casino management whether they would be willing to refund the deposits made during the time the account has been reopen. Once I hear back, I will let you know ASAP.
TranslationThank you so much, Matej. I hope this issue gets resolved as soon as possible. 🙂 It's been a long time, but I have a good feeling.
TranslationGood evening guys, could you give me some good news please?
Dear Casino Guru,
We are currently reviewing the details of your request and will provide an update as soon as the process is complete.
Kind Regards,
LunuBet Team
TranslationMany months have passed... I trust in you and your seriousness.
Dear Casino Guru,
We did not receive any info from Matej, please advise.
Kind Regards,
LunuBet Team
Dear LunuBet Casino, I have sent my response on 9th March at 12:21. I have responded to the last message received, and it was sent to support@lunubet.com. Ticket ID: MS3JRU
Please let me know where should I re-send this message ASAP. Thank you.
Dear Casino Guru,
We can confirm that we have received your email.
We are currently reviewing this case and will get back to you as soon as the process is complete.
Kind Regards,
LunuBet Team
TranslationThank you. I ask for your availability and speed, as I've been waiting for over four months. Thank you very much.
Dear Aabbaa,
We are currently awaiting an update from our specialized department and will notify you as soon as we have further information.
Kind Regards,
LunuBet Team
TranslationGentlemen, I ask you if you could kindly proceed with the refund because it is really taking too long.
Dear Casino Guru,
We are investigating this and will get back to you soon with our final outcome.
Kind regards,
LunuBet Team
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 Casino Guru,
We will process with the proposed refund by your agent.
-----------
Dear Aabbaa,
To proceed with the refund, kindly provide us with the details of your bank account in the following format:
Full Name (please include all names including middle names)
IBAN or Bank Account Number
BIC
Bank name & location city
Country of where bank is
If you have any further questions or require assistance, please don’t hesitate to let us know. We appreciate your support and hope to serve you better in the future.
Kind Regards,
LunuBet Casino Team
TranslationDear Lunubet, thank you for everything and I thank Matej and the Casino Guru team.
Here are my bank account details
[personal and banking details deleted by Casino Guru]
Thanks for finishing this thing in the best way possible.
Dear Aabbaa, please never ever post your personal and banking details on a public forum. While I can set the privacy so only me, you and the casino would see it, internet forums are being crawled by ransomware and malware bots on hourly basis and you never know which one can snatch your banking details and open the possibility to steal your money, identity or commit fraud in your name. Any personal or banking details needs to be sent directly to the casino via e-mail.
To ensure the message is found quickly, please type the subject of the e-mail "Casino Guru complaint - Aabbaa".
Please let me know once you send the e-mail. Thank you.
TranslationDear Matej
I just sent the email
How long do you think it will take?
TranslationGood morning, could I have an answer from LunuBet?
Dear Aabbaa, it usually takes about couple of days. First, to verify the details, then for the financial team and later on your bank to confirm the transaction. Being Easter, many banks were not operating during this time, so expect some delays.
Dear LunuBet Casino, can you please confirm you have received player's payment details and whether it has been all processed by the financial department? Thank you.
Dear Casino Guru,
We have received the player's banking details and are currently processing the request.
We will notify you as soon as the process is complete.
Kind Regards,
LunuBet Team
TranslationMany thanks to all involved for their help.
Dear Casino Guru,
We are currently processing the player's withdrawals and will notify you as soon as the transactions are complete.
Kind Regards,
LunuBet Team
TranslationThank you very much, how long does it usually take?
Dear Aabbaa, processing should not take more than 2-3 working days, bank transfer can take up to 5 working days. We'll wait for the casino confirmation of processing the payment on their end, and I will keep the complaint open until you confirm reception of money, in case of further issues.
TranslationI confirm receipt of the funds. I am extremely satisfied with Casino Guru's service. Impeccable. Every one of your employees helped me from the very beginning.
LunuBet did the same despite a 4-month wait.
Justice has won, boys
We'd like to inform everyone following this case that the player has marked this complaint as resolved using the dedicated button.
Dear Aabbaa,
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,
Matej
