LunuBet Casino - Player's winnings are confiscated due to bonus confusion.

Recientemente, He tenido la mayor suerte de mi vida y la mayor desgracia o el mayor robo por parte de un casino. Me llegó por sms una promoción de 200% hasta 500, la cual aproveche y deposite 250. Me dieron un bonus de 500, empecé a jugar y de pronto tuve una ganancia enorme, corriendo fui a ver los términos y condiciones del bonus recibido, no ponía nada salvo que me quedaban por jugar más de 27000(250+500* wagger 40= 30000 en tottal) hice click en las condiciones del bono, y este enlace lleva directamente a los términos y condiciones generales del casino) entonces entendi que al tener wagger de x40 (incluso superior al x35 que tienen los bonos por depósito en sus términos y condiciones)segui jugando, hasta que al final conseguí quedarme con más de 6000. Mi sorpresa, cuando hice el ultimo giro, me dejaron 500 en la cuenta de dinero real convertido. Mi reacción incrédula se puso en contacto en seguida con soporte, donde aseguran que ese bonus era un bono específico que solo se puede liberar x1 el valor del bono. Después de investigar no mucho, no existe en ningún sitio de casino de ese tipo( que contienen el famoso bonus crab) tremendo wagger de x40 para retirar un bonus por depósito solamente x1, sino que en los términos y condiciones del casino, pone claramente que es x10 en todos los bonos por depósito. Ellos mismos se llevan la contraria. El tema es que tras días de intento de hacerles ver el error. Siguen sin ceder, entonces quiero saber el próximo paso, puesto que ese dinero es digno de ir para adelante con todo. Muchas gracias

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Hello,

Thank you very much for submitting this complaint. I’m sorry to hear about the issue you’re experiencing. To better understand your situation, please allow me to ask you a few questions:

• Could you please send me a link to the bonus you activated and played with?
• Do I understand correctly that the winnings were only capped once, upon completing the wagering requirement?
• Could you clarify how much the winnings were following the bonus cap?

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

Attila

Este es el mensaje recibido por sms

Consigue 200% de bono y 50 giros gratis en tu 1er depósito! Tu oportunidad: https://tr.lunubet.com/pub/go/ZU9JZ/p-zRn

Exactamente. Después de hacer de un wagger de x40 depósito+ bonus.(30.000€ redondeando) Acabe con 6819€. Y me dejaron 500€ de ganancias.( Solo x1 el valor de bono recibido).

Aquí les dejo los términos y condiciones generales de su pagina web.

A mí me tenían que haber aplicado un wagger de x35. Ya que era un bonus por depósito. Y me aplicaron un x40, más duro todavía. Ahora se niegan a pagarme las ganancias.

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,

Attila

Tengo un vídeo de como cuando haces click en cualquiera de sus bonos que ofrecen, incluso del mio en particular cuando recibí ya la bonificación, haces click en términos y condiciones y te lleva directamente a su página principal de términos y condiciones. Y no pone nada de condiciones específicas en el correo, y tengo una captura de pantalla de otro bono específico del cual si aparecen en el correo los términos específicos. Llevándose la contraria ellos mismos todo el tiempo. No se dónde puedo subir video me dice que inserte url. Lo que se necesite me lo piden y lo aporto

Hello Tunnio,

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.

I would like to invite LunuBet Casino to join the conversation.

Dear LunuBet Casino,

I kindly ask you to provide a detailed outline of the sequence of events relating to this matter.

In particular, I would appreciate clarification regarding which publicly available Terms and Conditions were associated with and applicable to the bonus at the time it was claimed, as well as the reasoning behind the apparent winnings cap applied to the player’s winnings, especially if such a limitation was not clearly and transparently communicated to the player prior to the activation of the bonus.

As the player has stated, the bonus terms indicate that the maximum withdrawal limit from deposit bonuses is outlined as follows:

Based on this, the player should theoretically be eligible to withdraw up to 10x (ten times) the bonus amount received, rather than only 1x, as appears to have been applied in this case.

We look forward to your detailed clarification.

If there are any additional factors relevant to this case that cannot be shared publicly, please feel free to forward them directly to me at michal.k@casino.guru for an independent review.

Thank you in advance.

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 Tunnio,

We regret to learn about your situation.  

We would like to inform you that we are currently investigating this matter in response to your concerns.

We will make every effort to assist you and provide you with an update at the earliest opportunity.

Thank you for being so patient with us! We really appreciate it.

Best regards,  

LunuBet Casino team.

Supongo que cuando dicen que van a investigarlo, ya saben mi usuario del sitio, sino, poco van a poder estudiar, no obstante, tampoco hay que investigar mucho, simplemente se ve que se trata de un error interno del casino, al hacer depositar al jugador un cantidad para que juegue, y no pueda retirar hasta jugar 30.000€ y dejarle solo retirar el doble de lo que deposito, más que nada, porque entonces ningún usuario usaría bonos, nadie deposita 250 si tiene como máximo opción de retirar 500. No es que no sea un bono atractivo, esque directamente nadie lo usaría, usar un poco el sentido común y a ver si finalmente dais la razón al usuario

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 Michal,

We have sent an email attached with the required evidences for your review.

We look forward to receiving your update.

Kind regards,

LunuBet Casino team.

Agradecería, que pusieran dichas pruebas aquí, al igual que hice yo.para yo como persona afectada pueda ver de nuevo el error.

Dear Tunnio,

I have sent a reply to your email with my insights. I hope everything will be clarified soon.

Dear LunuBet Casino team,

Thank you for your email and the evidence provided. I have sent a reply and await the information and evidence you are willing to make publicly available for the benefit of all parties involved.

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 LunuBet Casino team,

Thank you for your email and the evidence provided.

Dear Tunnio,

As I informed you via email, there was indeed a maximum win limit attached to the bonus you claimed and played with. Consequently, the amount you ultimately chose to deposit does not affect or alter the applicable rule. It is always the player's responsibility to review the terms and conditions of any promotion before claiming it.

I appreciate that depositing €250 may have led you to expect a higher maximum win, and I understand why the outcome feels disappointing. However, a maximum win of €500 on a minimum qualifying deposit of €20 is, objectively, a good offer, representing a potential return of 25 times the minimum required deposit.

The decision to deposit €250 was entirely yours, and it is in every player's own interest to familiarise themselves with the applicable bonus rules and determine whether the promotion is worthwhile based on their intended deposit. Even if you had deposited €1,000, the same maximum win restriction would still have applied.

As an independent dispute mediator, I have not identified any wrongdoing on the casino's part in this case. Casinos are free to structure their promotions and bonuses, provided the applicable terms are clearly disclosed, reflect the industry standards, and are consistently applied. By claiming a bonus, a player accepts and agrees to be bound by those terms.

I understand this is not the outcome you were hoping for. However, as the casino seems to have acted in accordance with its bonus rules and we have not identified any practices that we would consider unfair, there is unfortunately nothing further we can do in this matter.

If you nevertheless believe the casino has acted unlawfully, you are, of course, free to seek independent legal advice. However, we are unable to provide any further assistance with this complaint.

Should you wish to pursue the matter further, you may refer to Section 13 – Complaints Resolution Procedure in Lunubet Casino's Terms & Conditions. From Casino Guru's perspective, however, we have reached the end of our review.

For future play, I strongly recommend carefully reviewing the actual bonus terms and conditions before claiming any promotion. If you ever find any part of the rules unclear, or if you notice that some important conditions aren't clearly laid out, I would always recommend checking with the casino's support team beforehand to avoid any misunderstandings. Doing so can help avoid misunderstandings and disappointment in situations like this.

Should you encounter any issues with this or any other casino in the future, please feel free to reach out to us, and we will try our best to help.

Best regards,

Michal

Casino Guru