Problems with Novaforge's Lunubet casino with classic OneTouch blackjack, very suspicious losses

..I want to share my experience at Casino Lunubet, specifically playing Blackjack Classic OneTouch, as I have had losses that I consider unusual and worrying.

Over several sessions, I lost a total of approximately 3,700 euros. The most striking thing is that these losses always followed a very repetitive pattern: series of 8 or 9 consecutive hands in which, even with 20 points, the dealer would hit 21 several times.

Five days ago, I filed a complaint with the casino (ticket ID 7IWEGF) explaining the situation. The response I received was that they weren't familiar with the RTP and technical aspects of the game because they weren't the developer. However, my deposits were made directly to Casino Lunubet, not OneTouch, so I believe they are responsible for ensuring the game's proper functioning.

I have requested a full refund of my deposits, as well as information on the hands played and verification of the game's randomness, but so far I have not received a satisfactory response.

I've attached some screenshots and the email chain that confirms all communications with the casino. All documents are on file.

I am sharing this to alert other players to possible irregularities and to receive guidance on how to proceed, as I consider the accumulated losses to be extraordinarily unfavorable and could indicate a failure in randomness.

of the game.

And also to mediate in case there is an agreement.

P.S. The same thing has happened to me but with a smaller amount of euros in other Novaforge casinos, such as Spinfest and Mafia, and I also have everything to prove it.

All the best

Thanks for sharing your story in such detail. I can see why the situation feels frustrating.

From what you describe, the issue doesn’t seem to be about one single casino. Since you noticed the same pattern also in other Novaforge casinos, it points more to the game itself (Blackjack Classic OneTouch) and the provider behind it, rather than Lunubet directly.

Casinos usually don’t control the technical side of games—things like randomness and RTP are fully in the hands of the game provider. That’s why it’s very unlikely that a casino would return lost deposits based on game results. If there really is something wrong, only the provider or the regulator can check it properly.

What makes sense now is

1) Take the evidence you’ve collected and reach out directly to OneTouch, the game provider.

2) If you feel there’s a serious issue, you can also bring it to the regulator of the casino/casinos.

Keep all your documents (screenshots, emails, and ticket ID), since they’ll be important for any review.

It’s fair to say that decent casinos providing certified games themselves can’t change or refund outcomes when the problem lies with the game provider. Hence, I believe the best call would be going directly to the source—the provider or its licensing authority.

Hello, you are welcome.

I hope the game provider will assist you further and if you don't mind, I would also like to know how it went.

Wish you a great day and looking forward to see you around one day. 🙂

I've had problems with Lunabet again, Novaforge is incredible.

I had 6685 euros in balance, as I'm stupid I played Blackjack Classic OneTouch again and I ended up with 0.

When I requested 15% cashback on a total of €7,000 in deposit losses, they blocked my account and closed it without the possibility of opening it, and they called me a gambling addict.

This is incredible, I feel violated and scammed by Kurt, my VIP manager, who continually encouraged me to deposit and reach VIP 5, and when I got there, I lost everything and they closed me without giving me my Cashback.

What scoundrels!!!

So far I have had no problems.

Greetings to all.

Which Novaforge Ltd casino are you playing at?

Hello. I would love to see you under much more positive circumstances.

I can see why the situation feels so upsetting. Being promised rewards while depositing and then suddenly being shut out is a very tough experience.

That said, if you feel the treatment was unfair, you’re welcome to file a complaint. The worst thing that can happen would be that it could not be addressed. But since it is free of charge, I'd say it is worth a try.

What do you think?

Yes. Thank you very much. Do you need my ID or anything for my complaint? I've spent over €5,000 on Lunubet and I feel totally ripped off.

I'm glad to help. All you need to do is following this green complaint link 👈👈

Go through the initial options and then describe the situation. You have the option to copy and paste your forum post to avoid starting from the beginning. Soon after that, my colleagues will review the case and send you initial info.

You do not have to worry about chatbots or AI; my human coworkers will handle your problem and then we shall see whether there is a way to fix something.

Thank you very much Radka,

I'm going to complain because what these people do is incredible.

You are welcome. Let's see what comes of it; since it is free, it is always something worth trying, in my opinion.

👍