The player from Germany had requested account closure due to gambling issues, but the VIP manager had continually offered bonuses instead. After raising concerns and requesting a refund, the player received no responses to emails and was consistently removed from live chat, indicating a disregard for player protection. The Complaints Team concluded that without proof of a self-exclusion request, they were unable to assist further. The player was advised on how to properly request self-exclusion in the future and encouraged to seek professional help for gambling issues. The complaint was closed.
LunuBet Casino - Player’s account closure request is ignored.
Amount: €15,000
LunuBet Casino
Safety Index:Above averageSafety Index
Casinos with an Above average Safety Index usually have a good ratio of their number of visitors to relevant complaints submitted by players. Playing in casinos with an Above average Safety Index is generally safe.
Case closed
Our verdict
Insufficient evidence from player
REJECTED
Case summary
1 week ago
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2 weeks ago
Translation
I informed the VIP manager that I had lost all my money and wanted to close my account. Instead of closing my account, the VIP manager kept giving me bonuses.
At no point was I asked if I had problems with gambling. However, based on my deposit behavior and the statement, "I have lost all my money," it is clear that I have a gambling addiction.
Since I complained and requested a refund, all my emails have been ignored, and I am always immediately kicked out of the live chat!
The casino is ignoring the following requests:
Sending a transaction overview
Sending the email or chat history
This email and chat history clearly show that the casino is ignoring player protection!
Please help me!
Automatic translation:
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2 weeks ago
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
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2 weeks ago
Translation
I informed the casino about my gambling addiction via live chat.
As I have already informed you, the casino is not answering me and providing me with the live chat transcripts. That is why I am contacting you.
Automatic translation:
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2 weeks ago
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?
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2 weeks ago
Translation
Hello, you understand correctly that I have no proof. I no longer have access to my casino account.
If the casino would provide me with live chat and email communications then I would have proof! But the casino ignores all my messages!
Can you please request the documentation of the live chats and emails?
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1 week ago
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.
