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Hello CasinoGuru Team,

On June 23, 2025, I activated a €65 deposit bonus at Lunubet (https://lunubet738492.com) and fully met all wagering requirements. My account balance was €7,725.85 afterward – I documented this with a screenshot.

Immediately after the last qualifying game, my balance was automatically reduced to €65. The casino later emailed me simply to say that the "maximum withdrawal amount could be 100% of the bonus amount." No specific rule or clause regarding this restriction was mentioned, nor was any such rule found in the bonus terms and conditions linked at the time. The link during the promotion simply referred to the general terms and conditions.

I then gave the provider a deadline to clarify the matter, but received a valid explanation.

Hallo CasinoGuru-Team,

bei Lunubet (https://lunubet738492.com) habe ich am 23. Juni 2025 einen Einzahlungsbonus über 65 € aktiviert und alle Umsatzbedingungen vollständig erfüllt. Mein Kontostand betrug danach 7.725,85 € – ich habe dies per Bildschirmaufnahme dokumentiert.

Unmittelbar nach dem letzten qualifizierenden Spiel wurde mein Guthaben automatisch auf 65 € reduziert. Vom Casino wurde mir später per E‑Mail lediglich mitgeteilt, dass der „maximale Auszahlungsbetrag 100 % des Bonusbetrags" betragen dürfe. Eine konkrete Regel oder Klausel mit dieser Einschränkung wurde nicht benannt – auch in den damals verlinkten Bonusbedingungen war keine solche Regel zu finden. Der Link während der Aktion verwies lediglich auf die allgemeinen AGB.

Ich habe dem Anbieter daraufhin eine Frist zur Klärung gesetzt, erhielt jedoch stichhaltige Erklärung.

Hello, 

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience at LunuBet Casino. Please allow me to ask you a few questions, so I can understand the whole situation completely:

• Could you please specify what exact bonus you claimed? Can you please share the link to the bonus or attach a screenshot of the bonus description if you received it via promotional email?
• When did you finish wagering and the winnings were capped at €65?
• Could you please attach the screenshot you mentioned confirming your winnings of €7,725.85?

Thank you very much in advance for your reply.  

Best regards,

Natalia

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If you notice anything suspicious, don’t hesitate to reach out to us directly.

Thank you for your patience, and stay safe.

Hello Natalia,

Thank you for your reply.

I claimed a 65% deposit bonus for casino games. Lunubet regularly offers bonuses like 65% or 100% for weekly deposits, and this was one of them. Unfortunately, there was no separate page or description with specific bonus terms – only a general link to the website’s Bonus Terms & Conditions, which do not mention any max withdrawal limit for deposit bonuses.

I have a screen recording showing:

-My final gameplay

-The active bonus

-My balance of €7,725.85 right before it was suddenly reduced to €65 after the last required spin

-That I clicked on "Bonus Terms", which led only to the general terms

Unfortunately, the video is too large to upload directly here. Could you please let me know how I could send or share it with you?

Kind regards

Dear player, thank you for your reply.

Please send all the supporting evidence to my email address [email protected]. Additionally, please forward all the relevant communication between you and the casino.

Thank you for your cooperation!

Hello Natalia,

I have now sent you the requested materials via email. However, it was also not possible to attach the one-minute video directly in the email due to its size.

For this reason, I have uploaded the video to Google Drive and included the link in the email so you can access it. The file is set to "Anyone with the link can view" to avoid any access issues.

I am also aware of the clause in the Terms and Conditions (section 7.1) stating that the casino may have specific rules for individual bonuses. However, during my gameplay I was unable to find any specific terms for this deposit bonus, despite clicking on the "Bonus Conditions" link while the bonus was active. It only led to the general T&Cs, which did not state any maximum win limit for this type of bonus.

Best regards

Dear player, thank you for the link! Before we move forward, could you please additionally forward all the relevant communication between you and the casino to [email protected]? Specifically, the explanation from the casino regarding capping your winnings. Thank you.

Hello,

I have sent you the email with the communication a few minutes ago.

Greetings and thank you

Thank you very much for your cooperation. I will now transfer your complaint to my colleague Peter ([email protected]) who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.

Hello there,

Thank you Hasi77 for providing us with all the information. I hope we'll be able to resolve this issue together.

I would now like to ask LunuBet Casino for their help in resolving this complaint. We would like to know why the player's winnings were confiscated and what we can do to help resolve this issue.

Thank you!

Dear CasinoGuru Team,

Thank you for bringing this issue to our attention on behalf of the player.

This bonus is subject to a condition that limits the maximum withdrawal limit to 100% of the bonus amount, which in this case is 65 euros. After a successful withdrawal of the bonus, the player's account was credited with this amount.

Subsequently, the player contacted our support service via online chat, where the manager clearly provided an answer regarding the situation and the bonus release.

If the player needs further clarification, he can read the current terms and conditions or contact the support service via online chat or by email at [email protected].

Best regards,

Lunubet Support Service

Thank you for answering!

I would like to point out that the casino’s statement is not accurate. The alleged rule that the maximum withdrawal limit is capped at 100% of the bonus amount is nowhere stated in their Terms & Conditions nor in the general bonus terms that were accessible during gameplay.

In fact, when I clicked on "Bonus Conditions" directly in the bonus window, I was only redirected to the general Terms & Conditions (which I have documented on video). These general terms contain wagering requirements and restrictions for no-deposit bonuses (where such withdrawal limits are indeed mentioned), but there is no such clause for deposit bonuses like the one I used (65 EUR deposit bonus).

Therefore, the casino is applying conditions that were neither visible to me as a player nor transparently published on their site. According to fair gaming standards, hidden or unpublished terms cannot be enforced against the player.

I have already provided a screen recording proving both the completion of the wagering requirements and the fact that the balance was reduced from €7,725.85 to €65 at the exact moment the bonus expired. The video also shows that no specific bonus terms were provided other than the general T&C.

For this reason, I kindly ask CasinoGuru to continue supporting my complaint and request Lunubet to pay out the full balance of €7,725.85, as per fair play and transparent bonus conditions.

Thank you for your assistance.

Thank you for the clarification Hasi77.

Dear LunuBet Casino representative, could you let us know where this rule can be found? I wasn’t able to locate it when checking the bonus section of the terms and conditions.

Every single rule that players are required to follow should be stated in the casino's general T&Cs or in the Bonus T&Cs of each bonus. The casino should never try to apply rules that are not stated publicly, as players have no way of knowing about them.

Thank you in advance for your clarification!

Dear all,

We would like to inform you that we are checking it with the responsible team and we will have updates for you as soon as possible.

Thank you so much for your patience on the matter.

Best regards,

Lunubet casino team

Dear Hasi77,

We would like to inform you that we are looking into your request.

We assure you that the verification of your report will be completed as a matter of urgency.

Thank you for your patience.

Kind Regards,

LunuBet Casino Team

Dear Hasi77,

Thank you for your patience.

We kindly inform you that the relevant team will need some more time to check. Your understanding is valuable. We will have updates for you as soon as possible.

Kind regards,

LunuBet casino team

Dear all,

The relevant team needs more time to check further into this.

We will contact you as soon as there is an update from them.

Thank you so much for your patience on the matter.

Best regards,

Lunubet casino team

Dear Hasi77,

We are contacting to update you on your report regarding the confiscated winnings.

The winnings have been credited to your profile with a slight delay.

Sorry for the inconvenience caused.

Thank you for your patience.

Kind Regards,

LunuBet Casino Team

Thank you for the positive update LunuBet Casino representative.

Dear Hasi77, let me know if this resolves your issue. Thank you in advance for the confirmation!

Dear Casinoguru and Lunubet Support Team,

I would like to sincerely thank you, Peter, for your effort and dedication, and also express my appreciation to the Lunubet support team for your work.

I am happy to let you know that I have received my funds successfully.

I am now starting with my withdrawals and I hope that everything will go smoothly as well.

Thank you once again for your help and professionalism throughout the process.

Best regards,

Hasi77

Dear Hasi77, Thank you very much for the update. We will keep this complaint open until you confirm your withdrawal has been successful. Please keep me informed about any further developments.

Yes I will do that Peter!

Thank you a lot!

Dear Hasi77,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

I received the first withdrawal successfully, I will keep you updated.

Thank you !

Dear Hasi77,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

We regret to inform you that, due to the lack of response from the player to our messages, inquiries, and reminder, we are unable to proceed with further investigation or provide potential solutions at this time. As a result, we must close this complaint for the moment.
However, please note that the player retains the option to reopen this complaint at any time in the future should they choose to resume communication. We remain open and ready to assist in resolving the matter should the player decide to reach out again.

Thank you for your understanding.

Best regards,
Peter
Casino.Guru

We’ve reopened this complaint at the request of Hasi77. We received the following message:

Hello CasinoGuru Team,

I would like to kindly request that my case regarding LunuBet be reopened, as I have an important question about the withdrawal limits.

I currently have €6,900 in my account, but LunuBet only allows a maximum withdrawal of €500 per transaction.

Since I want to avoid leaving such a large balance in my casino account for too long, I would like to know if it is possible to receive a higher one-time withdrawal or if the casino is willing to make an exception in this case.

I want to ensure that the full amount can be withdrawn without issues and that there will be no problems with limits or delays in the future.

I kindly ask for your assistance in clarifying whether LunuBet can allow a single full withdrawal or at least larger withdrawal installments.

Kind regards

Dear LunuBet Casino representative, would it be possible to make any exceptions in this case, as the player proposed? Thank you in advance for your clarification!

Dear all,

Thank you for your message and for your request.

According to the casino’s Terms and Conditions, withdrawals are limited by the player’s VIP level. As stated in our Terms&Conditions (Rule 6.11).

These limits are fixed for each corresponding account level and apply to all players. We are generally does not process one-time withdrawals exceeding the limits specified for the player’s current level.

If you wish to withdraw the full balance of €6,900, you will be able to do so in multiple transactions, fully within the monthly limit of €7,000 for Level 1 accounts.

At this time, based on the casino’s official rules, LunuBet is not obligated to grant exceptions or manually increase the per-transaction withdrawal limit.

Kind regards,

Lunubet Casino Team

Thank you very much for the update Lunubet Casino Team.

Dear Hasi77, We will keep this complaint open until you confirm your withdrawal has been successful. Please keep me informed about any further developments.