Lunarwin Casino - Player’s withdrawal is delayed due to account issues.

Hi on the 28/10/24 I registered with lunarwin.com after receiving a promotional VIP offer from them = $1000. Note that I have been gambling online for more than 14 years and have registered at more than 20 different casinos over the years with deposits = to well over €100000 so I am very very familiar with a lot of the rules, regulations and requirements set by various sites but I HAVE NEVER BEEN SCAMMED like this before.

After registering and using the bonus I have now ended up with a balance = $50001 and this is after fulfilling there requirement of betting 10x the original bonus amount and after completing there requirement of betting 100% of my 1st deposit which was €300 = $304 = 0.00333BTC CONFIRMED BY MOONPAY.COM (lunarwin.com say they require a min of $300 as a 'qualifying' deposit which at the time of depositing = 0.0032906BTC)

This is where the big problem comes in because they say that my deposit did not meet there requirements of 300USDT saying that my deposit was only = 0.0032234BTC WHICH ACCORDING TO THEM = 297.82656USDT WHICH THEY INTERN SAY DOES NOT = $300 which is what they require as a deposit to complete there KYC terms before I can withdraw any or all of my funds.

After I told them that it was very easy to prove (using my MOONPAY.COM confirmation email) that I did deposit 0.00333BTC they then apologised and confirmed that yes I did but this still wasn't enough. I told them this did not make any sense because my casino balance went from $50001 to $50305 immediately after I made my deposit AND THIS IS AFTER THEY ALREADY CONFIRMED THAT $ AND USDT TRADE AT A RATIO OF 1:1.

I taken plenty of screen shots of all of my conversations with them using there 'live chat' feature noting that there chat DOES NOT ALLOW YOU to email transcripts of any chats to yourself as proof.

Furthermore they do not have a complaints policy and I have emailed there security dept as suggested by them but without any success of resolving the issue noting that it has been over a week and they still haven't responded to my last email. There response to my first email was just the same as the responses in the chat although they did say that I could deposit just the difference but when I tried to confirm this they corrected themselves saying I have to deposit the full minimum amount again ($300) before they will approve my account.

Because I have so many screenshots it might be better if you sent me an email address that I can send them all to, which will easily confirm all that I have said above is true and correct.

Please help.

Kind regards

Peter

Dear larryhay10,

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

Could you please forward me the email with the promotional offer you received from the casino and activated? My email address is veronika.l@casino.guru. Please include all the other evidence you mentioned that could be relevant to the investigation of your case.

Am I correct in understanding that you made the deposit after you finished wagering the bonus you received from the casino?

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

Hi Veronika.

Thank you for your prompt response. I will forward all the relevant emails and other communications to you today and yes you are correct I only made the deposit after I had completed wagering there bonus together with there required 10x wagering requirement.

Hi Veronika I have tried to send you the relevant info using the email address above but it keeps on getting rejected. Can you please send an email to me plhayward@live.ie from your email address so that I can make sure that I am using the correct email for you.

Hi Veronika

Just to confirm that I have managed to send you 4 separate emails

1. the bonus offer
2. the 1st response from lunarwin security
3. the 2nd response from lunarwin security
4. 42 screenshots of my 'live chats' with there support team

I hope it's all the information you need.

Thank you again for all your help

Thank you very much, larryhay10, for providing all the necessary information. I will now transfer your complaint to my colleague Michal (michal.k@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.

Thank you Veronika for passing the matter onto your colleague and thank you Michal for taking on the case. I really appreciate all your help

Regards

Peter

Hello larryhay10,

I am Michal, and I have taken responsibility for addressing your complaint. I have thoroughly examined your situation and will reach out to the casino to explore how I can assist you. In the meantime, I advise against making any additional deposits, as this could potentially lead to your losses. The casino's approach regarding your initial deposits does not align with the standard practices observed in reputable casinos. I completely understand your excitement about significant winnings, and I can imagine that even the additional deposit would not pose a significant issue if it were sure you would receive the winnings; however, we have encountered similar instances where newer casinos, lacking a solid track record of successful payouts and with quite questionable licensing, have regrettably proven to be fraudulent. While I am not suggesting that, at the moment, Lunarwin Casino falls into this category, it is prudent to exercise caution.

We would like to invite Lunarwin Casino to join the conversation.

Dear Lunarwin Casino,

I appreciate your responses regarding the recent transaction. While I acknowledge that your finance team noted a receipt of 297.82656 USDT, which falls short of the minimum requirement of 300 USDT, it is important to highlight that the player completed a payment of 0.00333 BTC which reflected to 300USDT without any associated fees from the payment provider, Moonpay. Consequently, the player should not be held accountable for any potential discrepancies in the exchange rate that may have arisen. It seems unjust to withhold the player's winnings based on this situation and to request an additional 300 USDT payment.

Furthermore, the player's balance increased from $50001 to $50305 immediately following the initial deposit, indicating that the total amount deposited exceeded the minimum threshold of $300. We understand the player's hesitation to make further deposits into your casino. Given that, most likely, the primary purpose of this verification payment was to confirm the payment method, the minor discrepancy in the final amount should not be a significant concern, because the payment method verification was done. What advantages would this situation with the minor lower deposit present for the player? Your present approach appears to diverge from the equitable standards we anticipate from casinos. I would appreciate your thoughtful reconsideration of this matter. If there are any other factors that contribute to the situation that cannot be shared publicly, please forward them to me at michal.k@casino.guru