LunuBet Casino - Player’s account closure request is ignored.

Ich habe dem VIP Betreuer mitgeteilt, dass ich mein ganzes Geld verloren habe und mein Konto schließen möchte. Der VIP Betreuer hat mein Konto nicht geschlossen, sondern immer wieder Boni gegeben.

Es wurde niemals gefragt, ob ich Probleme mit dem Spielen habe. Jedoch ist es schon vom Einzahlungsverhalten und der Aussage "Ich habe mein konplettes Geld verloren" eindeutig, dass ich spielsüchtig bin.

Seit dem ich mich beschwert habe und mein Geld zurückfordere werden alle Emails ignoriert und ich werde immer direkt aus dem Livechat geworfen!

Das Casino ignoriert meine folgenden Anfragen:

Zusendung von Transaktionsübersicht

Zusendung des Email bzw Chatverlauf

Diese Email und Chatverlauf belegt eindeutig, dass das Casino den Spielerschutz ignoriert!

Bitte helfen Sie mir!

Dear Misterx113,

Thank you very much for submitting your complaint. I’m very sorry to hear about your negative experience. First, I’d like to explain to you what the difference is between closing the account and self-exclusion:

Closing an account is simple and has almost no impact - the player can reopen the account anytime, and the casino has no obligation to the player. 

On the other hand, self-exclusion does. If a player successfully makes a self-exclusion the casino agrees not to open this account or if yes only under particular circumstances (after the cooling off period and this cannot be done for players who are addicted/with gambling problems).

Unfortunately, just saying you lost money is not enough for the casino to automatically assume you have a gambling addiction. Could you please advise if you informed the casino about your gambling problem clearly? Please forward me the account closure requests that you sent to the casino. My email address is kristina.s@casino.guru.

Thank you very much in advance.

Best regards,

Kristina

Ich habe das Casino im Livechat über die Spielsucht informiert.

Wie ich Ihnen bereits mitgeteilt habe antwortet das Casino mir nicht und stellt mir die Protokolle des Livechats zur Verfügung. Deswegen wende ich mich an Sie.

Thank you for your reply, Misterx113. Do I understand correctly that you don't have any proof that you requested self-exclusion from this casino? Could you please clarify if you currently have access to your casino account?

Hallo, sie verstehen es richtig, dass ich keinen Beweis habe. Ich habe keinen Zugriff mehr auf mein Casino Konto.

Wenn das Casino mir die Kommunikation der Live Chats und Emails zur Verfügung stellen würde dann hätte ich einen Beweis! Aber das Casino ignoriert alle meine Nachrichten!

Können Sie bitte die Dokumentation der Live Chats und Emails anfordern?

Misterx113, I'm sorry, but we won't be able to help you in this matter. The self-exclusion request where you stated the gambling problem clearly is the essential evidence that the player must provide in order for us to proceed with a case like this. Since your account has been closed, I can only recommend how to request self-exclusion properly in the future.

When applying for the self-exclusion, state the reason why you want your account to be deactivated clearly and specify the time period. Also, email "Subject" should be clearly marked and easily recognizable as casino support receives many requests per day hence, if it’s visibly marked you stand a better chance to have your request granted as soon as possible. I would also strongly recommend that you always save your self-exclusion request so that you have valid proof of such action.

Example:

Email subject: Self-exclusion

Player’s info:

First name:

Last name:

DOB:

Casino login:

Email address:

"Greetings xxx xxx,

I’m writing to inform you that I wish to exclude immediately from this casino and from receiving any gambling related marketing material for a minimum period of xxx months/years (lifetime).

The reason that preceded my decision is xxx (gambling addiction)

I acknowledge that I will not be allowed to rescind my self-exclusion during this period and self-exclusion cannot be lifted before the end of the agreed period."

Also, I would like to call your attention to our Self-Exclusion Assistance Tool https://casino.guru/global-self-exclusion-initiative/assistance-tool This tool will make it easier for you to block your casino accounts across multiple gambling establishments simultaneously and is not affiliated with any specific casino. The Self-Exclusion Assistance Tool was designed to assist individuals who may be facing challenges with their gambling habits by helping them limit their access to gambling and reduce the potential for further harm.

Above all, if gambling no longer brings you joy and is becoming a burden, it is highly advisable to seek professional assistance. I strongly recommend reaching out to centers in your country that specialize in addressing gambling problems. You can find some of these centers by referring to the following link (https://casino.guru/problem-gambling-help-centers#cnt_87=true)

This complaint will now be closed. Thank you for your understanding, I am sorry we could not be of more help on this occasion. Please do not hesitate to contact us if you run into any issues with this or any other casino in the future.