LunuBet Casino - Player's winnings have been confiscated.

Hello, I deposited 50 euros at this casino on 10.7.2025 and it came with a few deposit bonuses like this "75% regular" bonus, i.e. I got 37.5€ bonus money that had to be wagered, well, I won that bonus during the max win game Xways Hoarder 2, my balance was then somewhere between 5000€-6000 euros, well, when the wagering went through, the balance changed to the same amount as the bonus, i.e. 37.5€ but it was real money, I asked in the live chat where in the terms and conditions it says that you can only win 100% of the bonus from deposit bonuses and the live chat couldn't say, it felt like I was talking to a wall.

I don't think it's fair that I deposit €50, get €37.5 bonus money and when I wager it my balance changes from €4881 -> €37.5

Below is a screenshot of the bonus

Hello,

Thank you very much for submitting this complaint. I’m sorry to hear about the difficulties you’ve encountered. To better understand your situation, could you please clarify the following:

• Did you activate the bonus directly in your profile, or did you receive it via email?
• Did you review the Bonus Terms before accepting the bonus?
• Were the wagering requirements fully completed before the bonus expired?
• What explanation did the casino’s customer support give you regarding the confiscation of your winnings?
• While your bonus was active, what types of games did you play?

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

Veronika

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If anything seems suspicious, please contact us directly. Stay safe.

Did you activate the bonus directly in your profile, or did you receive it via email?

-bonus was in my profile

Did you review the Bonus Terms before accepting the bonus?

-yes, It didn't say that my balance after wagering can only be 100% of the bonus.

Were the wagering requirements fully completed before the bonus expired?

-Yes

What explanation did the casino’s customer support give you regarding the confiscation of your winnings?

-They said that you can only get 100% of the bonus money after wagering, but when I asked for a picture or further clarification on where this bonus condition is, I didn't get a clear answer.

While your bonus was active, what types of games did you play?

-I only played Xways hoarder 2 if i remember right.

Please forward me all the communication between you and the casino customer support regarding the cap on your winnings at veronika.f@casino.guru. Thank you for your cooperation.

yes I sent

Thank you very much for providing all the necessary information. I will now transfer your complaint to my colleague Kubo (jakub.m@casino.guru) who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction in the near future.

Dear pelaaja000,

It’s a pleasure to e-meet you. My name is Kubo, and I’ll be handling your complaint moving forward.

If there have been any updates or new developments since your last message, please don’t hesitate to share them with me.

In accordance with our standard procedure, I’d like to invite a representative from LunuBet Casino to join this conversation. Their participation will help ensure a smoother and more efficient resolution of your case.

Dear LunuBet Casino,

Could you please provide a comprehensive explanation of this case, including the specific reasons behind the confiscation of the player's winnings? A detailed response will help us ensure a transparent and fair review of the situation.

Thank you in advance for your cooperation.

Best regards,

Kubo

Dear Kubo,

We would like to inform you that with the deposit of 50EUR the player received the vip reload bonus of 75% up to 500EUR.

This bonus was available for 24 hours and the wagering requirements were 20x deposit + bonus.

Furthermore, the reload bonus wagering requirements must be met within the 'Expiration Date' stated on the bonus.

If you have any additional questions please contact us.

Thank you for your cooperation.

Kind Regards,

LunuBet Casino Team

Well, I met the wagering requirements before the bonus expired 😀

Does this say something like a VIP bonus? To me, this only looks like a 75% regular bonus.

Dear LunuBet Casino,

Thank you for your response. However, it does not appear to fully address the situation or provide sufficient details. The player claims (and the attached screenshot seems to support this claim) that the bonus wagering requirements have been completed. What remains unclear is why the player’s balance has dropped to €37.50.

Could you please provide more detailed information regarding this issue, as well as the full terms and conditions of the relevant bonus?

Thank you for your cooperation.

Dear all,

We kindly apologize for the delayed reply.

Dear pelaaja000,

We would kindly request that you remain patient as we endeavour to complete the verification of your report as soon as possible.

Thank you for your cooperation.

Kind Regards,

LunuBet Casino Team

At least my balance appeared back in my account, but it says "I should wager the deposit amount 1x before withdrawing" even though it's not a deposit, but a win from the game.

status update!

I am currently clarifying the matter with the casino's own financial team as to why I should wager that €4,500 balance, I am currently waiting for a response from Lunubet's financial team regarding the confirmation of my account!

Hello Everyone, and thank you for your updates!

Dear LunuBet Casino,

Thank you for addressing the matter and returning the player’s funds to his balance. Could you please clarify why the refund is currently non-withdrawable and subject to a 1x AML wagering requirement? Can you also confirm whether this is simply a system error that will be corrected?

Thank you for your cooperation.

Dear pelaaja000,

We are happy to confirm that your winnings have been credited to your profile with a slight delay.

Sorry for the inconvenience caused.

Thank you for your patience.

Kind Regards,

LunuBet Casino Team

I got the money back, currently I'm just waiting to get it withdrawn and I now have €1500 coming in for withdrawal, I'll let you know when I've withdrawn everything so we can close this case, thanks a lot for your help, kubo!

Dear pelaaja000,

We are pleased to inform you that your withdrawals have been successfully completed today, 24.09.2025.

Kind Regards,

LunuBet Casino Team

Dear LunuBet Casino,

Thank you very much for this positive update.

Dear pelaaja000,

I’m glad to hear that your funds have finally been returned. As you suggested, please let me know once your withdrawal has been successfully completed.

Thank you!

Dear pelaaja000,

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.

We regret to inform you that, due to the lack of response from the player to our messages, inquiries, and reminder, we are unable to proceed with further investigation or provide potential solutions at this time. As a result, we must close this complaint for the moment.
However, please note that the player retains the option to reopen this complaint at any time in the future should they choose to resume communication. We remain open and ready to assist in resolving the matter should the player decide to reach out again.

Thank you for your understanding.

Best regards,
Kubo
Casino.Guru

Dear Everyone,

We have reopened this case following a message from the player pelaaja000, who has confirmed receipt of the funds.

Thank you all for your cooperation and support throughout this process.