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