LunuBet Casino - A conta do jogador está causando confusão.

I was banned from Oasis, but I could still play at Lunubet. I then sent an email requesting a ban from Lunubet, and was subsequently able to continue playing.

Ich war bei Oasis gesperrt, konnte aber trotzdem bei Lunubet spielen. Ich habe dann eine Mail geschrieben das ich mich sperren lassen möchte bei lunubet, konnte dann trotzdem weiterspielen.

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Hello,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with LunuBet Casino. Please note that offshore licensed casinos won't participate in national self-exclusion registers. This casino is licensed under the Anjouan license, according to our review.

Please allow me to ask you a few questions so we can better determine how to assist you.

• Is your account currently accessible to you?
• Could you please share the communication in which you informed the casino about your gambling issues or requested a ban? Please share the information with timestamps if available, to my email at tomas@casino.guru
• When was the last time the casino allowed you to deposit?
• Have you unsubscribed from the casino's marketing communication?

If your account is currently not blocked, as the next step, I recommend you contact the casino again with a self-exclusion request via email at support@lunubet.com, and at the same time, include me in the copy of the email at tomas@casino.guru

When applying for self-exclusion, clearly state the reason for deactivating your account and specify the period. Additionally, the email subject should be marked and easily recognizable, as the casino support receives many requests per day. If it is marked visibly, you will stand a better chance of having your request granted as soon as possible.

Example:

Email subject: Self-exclusion:

Player’s info:

First name:

Last name:

Date of birth:

Casino login:

Email address:

"Greetings LunuBet Casino Support,

I’m writing to inform you that I wish to be immediately excluded from this casino and from receiving any gambling-related marketing material permanently.

The reason for my decision is that I am suffering from gambling problems.

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

In the meantime, check other resources and information in our responsible gambling guide found here: https://casino.guru/responsible-gambling-guide

I hope we will be able to help you resolve this issue as soon as possible. Thank you very much in advance for your reply.

Best regards,

Tomas

Due to the increased volume of complaints during this time of year, we kindly request your patience while awaiting our responses. We aim to publish each complaint within 72 hours of submission, but reserve up to 7 days to reply to any subsequent comments. Additionally, please be aware that it might take a bit longer for your complaint to be assigned to a resolver, as we are currently managing over 1,000 complaints. Your understanding is greatly appreciated. Wishing you a delightful holiday season, and we will get back to you as soon as possible.

I had my account permanently blocked at Lunubet in December. Before that, however, I was still able to deposit funds despite my request to close the account.

Ich habe mich im Dezember endgültig bei Lunubet sperren lassen. Vorher konnte ich jedoch weiterhin einzahlen, trotz meiner Anfrage auf Kontoschliessung.

Thanks for the explanation and information provided via email.

We can assist you only if you inform the casino about your gambling problems and they fail to protect you. Casinos without a German license don't have access to the OASIS database of players. In case you want to be protected in such casinos, you need to inform them directly.

Please let me know whether you informed the casino prior to making any deposits, and when that was.

I apologize for the inconvenience.

I informed the casino on March 24, 2025, that I wanted to be banned, and I made further deposits on March 25 and often afterwards.

Ich habe das Casino am 24.3.2025 informiert mich sperren zu lassen und am 25.3 und oft danach noch einzahlungen getätigt.

Thanks for your reply.

Unfortunately, simple account closure requests do not adequately represent valid player protection requests. From our point of view, if you continue your activity following your account closure request, you are not eligible for a refund of funds used up on gambling. Since you confirmed your account has been closed, there is little we can accomplish at this point.

Due to the aforementioned reasons, we will now proceed to reject this complaint. Thank you for your understanding. I am genuinely sorry that we were not able to assist you more effectively in this particular situation, as we always aim to help players resolve their issues whenever possible.

Please remember that you are welcome to contact us again if you run into problems with any online casino in the future. Whether it is a question, a concern, or a new issue that needs to be looked into, our team is here and ready to support you.