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,

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 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

Hi,

I have just forwarded you few email threads from casino. And no i don’t have access to casino now. When i submitted complaint to them they closed the account but did not initiate or acknowledge their mistake.

Hi ,

just checking if you have received my emails?

cheers

Thank you for your reply, Kaziii. Yes, I have received your emails. Upon reviewing your emails, it appears that you did not mention your struggle with gambling addiction in your correspondence with the casino, even after the casino asked you to provide reasons for your account closure request.

If possible, could you please let me know if you have any records of account closure requests that explicitly state your struggles with gambling addiction? I would appreciate it if you could forward those to me. Thank you for your cooperation.

Hi i have forwarded you the email thread. I had mentioned on live chat but they are refusing to provide copy of live chat

Hi any updates yet?

Dear Kaziii,

I understand how upsetting it can be to feel that a casino hasn’t protected you properly, and I’m sorry for the frustration this situation has caused. However, we won’t be able to assist further in this matter. The self-exclusion request, in which a player clearly states their gambling problem, is the essential evidence that each player must provide for us to proceed with a case like this. You didn't specify the reason for the account closure even after the casino asked you multiple times.

Since you didn't provide sufficient proof to support your case, and your account has been closed, we cannot handle this complaint as a failed self-exclusion and request a refund. I can only recommend how to request self-exclusion properly in the future if you feel like gambling has become challenging for you.

When applying for self-exclusion, state the reason why you want your account to be deactivated clearly 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."

Also, I would like to call your attention to our Self-Exclusion Assistance Tool https://casino.guru/global-self-exclusion-initiative/assistance-tool This tool will make it easier for you to block your casino accounts across multiple gambling establishments simultaneously and is not affiliated with any specific casino. The Self-Exclusion Assistance Tool was designed to assist individuals who may be facing challenges with their gambling habits by helping them limit their access to gambling and reduce the potential for further harm.

Above all, if gambling no longer brings you joy and is becoming a burden, it is highly advisable to seek professional assistance. I strongly recommend reaching out to centers in your country that specialize in addressing gambling problems. You can find some of these centers by referring to the following link (https://casino.guru/problem-gambling-help-centers#cnt_87=true)

This complaint will now be closed. Thank you for your understanding. I am sorry we could not be of more help on this occasion. Please do not hesitate to contact us if you run into any issues with this or any other casino in the future.