LunuBet Casino - Player's account is closed again after failed self-exclusion.

Last year, I had an awful time with this company. I asked for a permanent self exclusion only to be let down and I was again allowed to bet over €3000. When I complained to them they accepted the responsibility and refunded me €3500. And promised me that my account was permanently closed and the problem would never happen again. Fast forward to this month just right before Christmas I get bombarded with emails offering bonuses from Lunubet. My life was going well I have all the websites self excluded due to being a gambling addict. It these bastards promised me that my account was self excluded permanently! They kept

emailing me with bonuses. I went on to wager €8000, then when I complained, they closed my account. These are people who will do this again to me. I think it’s vile that yous do nothing about this website. I see the reviews and it’s disgusting. They literally make people want to kill themselves, shame on yous and shame on the industry yous are involved in.

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Dear Jacko138,

Thank you very much for submitting your complaint. I’m sorry to hear about the distressing experience you describe and the difficulties you have faced with self-exclusion not being respected.

To help us properly understand the situation and assess how we can proceed, I would like to clarify a few important points:

• Regarding your recent activity, could you please confirm whether you reopened your old account or created a brand-new account when you were able to gamble again?
• Can you confirm the exact dates when you started receiving promotional emails again and when you placed the recent bets?
• Have you requested the casino to stop marketing communications or reported receiving promotions despite self-exclusion, and if so, what response did you receive?

If you have any emails, confirmations, screenshots, or other written communication related to the original self-exclusion, the refund, the promise of permanent closure, or the recent promotional emails, please forward them to petronela.k@casino.guru so we can review them in detail.

Your cooperation in providing these details will help us investigate and work towards a resolution.

I hope we will be able to help you to resolve this issue as soon as possible.

Thank you in advance for your reply.

Best regards,

Petronela

Due to the increased volume of complaints during this time of year, we kindly request your patience while awaiting our responses. We aim to publish each complaint within 72 hours of submission, but reserve up to 7 days to reply to any subsequent comments. Additionally, please be aware that it might take a bit longer for your complaint to be assigned to a resolver, as we are currently managing over 1,000 complaints. Your understanding is greatly appreciated. Wishing you a delightful holiday season, and we will get back to you as soon as possible.

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

Dear Jacko138,

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,

Petronela