Lumi Casino - Pelaajien bonukset aiheuttavat kotiutusviiveitä.

I registered to Lumi Casino since they were offering new players 100 Free Spins wager-free, however during the registration process the UI is made so that it looks like you'll have to take out the 150% Deposit Bonus on-top to receive the spins.

I never received the Free Spins so I had to go out and ask Customer Support to manually add them to my account, since I was seemingly given 2 different 100 Free Spins bonusses, one that was wager free and one which had a 40x wager-thru requirement. I won roughly €15 from the Wager-free bonus and asked customer support to cancel my 150% bonusses, I was told this wasn't possible due to technical reasons and to wait for a second, I started gambling by doing a €20 Bonus Buy on Big Blast Blast and won ~€15 from it, after that I did a €5 Starburts spin that I won €18 from. I tried to withdraw and asked customer support to cancel the bonusses since you can not withdraw while having active bonusses. after that customer support told me that bonusses can not be cancelled after you've started wagering, even if you haven't used the bonus funds at all.

Nowhere in the Bonus Terms or Terms of Conditions it is stated that bonusses can not be cancelled, this is highly predatory and against FairGambling. I'm fine with Lumi either closing my account and refunding my initial deposit or allowing me to withdraw my winnings by voiding the bonusses, since I meet the withdrawal requirements, since I wagered thru my initial deposit at least once.

I've attached screenshots (in Finnish) with the support agent telling me they're unable to cancel the bonusses.

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Hello,

Thank you very much for submitting this complaint. I'm sorry to hear about the problem you're experiencing. Please allow me to ask you a few questions to clarify your situation.

• Could you please send me a screenshot of your bonus history showing all the promotions you have activated since you registered at this casino?
• Did you place the €20 bet on Big Bass Blast and the €5 spin on Starburst while a bonus was active in your account?
• Had you already started wagering the bonus when you asked the casino to cancel it for you?
• Could you please clarify whether your account balance was shown separately as real money and bonus money? Or was your entire balance shown as bonus money after you made your deposit and received the bonus?

I have reviewed the Bonus Terms and Conditions, and this is what I found regarding bonus cancellations:

5.3

The deposit and possible winnings connected to a bonus will be locked to the casino account until the wagering has been completed. Where a withdrawal is requested while there is an active bonus balance, or while there are unused free spins, cash spins, or any other pending promotional rewards remaining on the account, any such remaining bonuses, spins, or rewards will be automatically forfeited and revoked.

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