The player from Germany had experienced an issue with LunaSlots where his winnings from a Free Spins offer were not reflected in his account. The casino's customer support had been unable to provide a clear explanation, suggesting the problem might have been due to "emergency maintenance". However, soon after the player had contacted us, the winnings were credited to his account. The player had confirmed the resolution of the issue, and we had subsequently marked the complaint as 'resolved'.
LunaSlots Casino - Player's winnings are missing.
Amount: €6
LunaSlots Casino
Safety Index:HighSafety Index
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8.5
LunaSlots Casino has a Safety Index of 8.5, which makes it a safe casino suitable for most players. Explore this casino’s Safety Index
Resolved
Our verdict
Case closed
RESOLVED
Case summary
10 months ago
Public
Public
10 months ago
Translation
Hello,
I registered and made a deposit with Lunaslots. After I played and lost my money, I found 100 free spins in my account, which I used immediately. I won approximately €6. Unfortunately, I don't remember the exact amount as my balance was subsequently reset to €0. I can't find the money I won either in my cash balance or in my bonus balance, so where is it? I posed this question to the Lunaslots' support, who responded after 6 hours (although it says they would respond in 2-3 minutes in the chat window). They mentioned that I currently have no active withdrawals and that I should provide proof of address. When I repeated my question about where the money I won was, I got the same standard response regarding no active withdrawals and proof of address. In response, I threatened to raise the issue with Casino Guru and repeated my question one more time. After many hours, I finally received a reply in English stating that this issue was due to an emergency maintenance. They suggested that I should delete cookies and clear the cache if I have problems with winning amounts in the future. My question about where the money was, however, went unanswered again. Instead, the reply suggested that everything is now in order. Upon logging back into Lunaslots, I discovered that the money is still not visible anywhere. If I try to access my gaming history or my bonus history, I receive error messages. Even though it's a small amount, I would appreciate any assistance with clarifying this matter.
Thank you for your efforts,
Daniel
Automatic translation:
Public
Public
10 months ago
Dear Elbkaida,
Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Could you please forward any relevant communication or screenshots along with your game history to petronela.k@casino.guru?
Meanwhile, please check our article explaining "How slot machines are programmed" and maybe it’ll help to understand how servers communicate with players and what issues might occur on the way.
Please understand, that without any supporting evidence, we can’t proceed further with this case as it would be close to impossible to confront the casino.
Looking forward to hearing from you. Thank you in advance for your cooperation and understanding.
Best regards,
Petronela
Public
Public
10 months ago
Translation
Crazy, I suddenly received the money I earned. It's sad that you always have to turn to Casino Guru first, but it's good that you exist! Thanks!!
Automatic translation:
Public
Public
10 months ago
As the problem has been successfully resolved, we will now close the complaint as ‘resolved’ in our system. Thank you very much, Elbkaida, for your confirmation, and please don’t hesitate to contact our Complaint Resolution Center if you run into any issues with this or any other casino in the future. We are here to help.
Best regards,
Petronela
Casino.Guru
