LunuBet Casino - Player's self-exclusion was ignored by the casino.

Hi,

I am writing to formally lodge a complaint against Lunubet Casino regarding a serious breach of their responsible gambling and self-exclusion obligations.

In September 2024, I requested to be self-excluded from the casino due to a gambling problem. This self-exclusion was confirmed to be in effect from 27th September 2024. Despite this, I received a follow-up email from the casino on 6th October 2024, which I responded to, questioning why I was still being contacted after requesting exclusion. Communication then ceased, and I reasonably believed my self-exclusion had been properly enforced.

However, after approximately two years, I began receiving promotional emails from the casino again. These communications directly triggered a relapse in my gambling behaviour. As a result, I was able to access my account and proceeded to deposit and lose approximately $3,500.

This raises serious concerns:

* My self-exclusion was not properly enforced on a permanent basis

* My personal details were retained and used for marketing despite my exclusion

* I was allowed to access and use an account that should have remained closed

* Promotional material was sent to a previously self-excluded individual, contributing to harm

Following this, I submitted a formal complaint to the casino requesting a refund of my losses. They declined my request, citing their internal terms and conditions, and have since ceased communication with me.

I believe this represents a clear failure in their duty of care and a breach of responsible gambling standards. A self-exclusion request—especially one made due to gambling addiction—must be treated as a critical safeguard. Allowing marketing communications and account access after such a request demonstrates a significant lapse in compliance.

I am therefore requesting:

* A full independent investigation into this matter

* A review of the casino’s handling of self-exclusion procedures

* Assistance in recovering the losses incurred as a result of this breach

I have attached all relevant evidence, including email correspondence confirming my self-exclusion and Casinos response to my compaint.

Given the seriousness of this issue and the casino’s refusal to resolve it directly, I am seeking your assistance in ensuring appropriate action is taken.

Thank you for your time and consideration.

Kind regards,

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Dear Kaziii,

Thank you for taking the time to submit your complaint. I sincerely regret to learn about your negative experience. I checked the Responsible Gambling policy, and I found this:

Self-exclusion request: You can contact the Support Service Team via e-mail at support@lunubet.com, and we will close your account as soon as practicable. It is the player's responsibility to notify our Website of any other accounts they may hold and to commit not to open any additional accounts. While our Website will make reasonable efforts to prevent the creation of new accounts, it remains the player's sole responsibility to ensure that no further accounts are opened. Our Website cannot be held responsible for any potential losses incurred on other accounts.

Could you please forward the account closure requests you sent to the casino to my email at kristina.s@casino.guru? Do you currently have access to your casino account?

Thank you very much for your cooperation.

Best regards,

Kristina