LunuBet Casino - Jogador pede ajuda após autoexclusão.

Good evening

I've banned myself from Lunubet several times, but they contacted me again on Halloween, making fun of me with an excuse. I'm attaching the conversation. I have a serious gambling problem and had already lost €3,000, but this time I decided not to play. In reality, bonus after bonus, I've loaded up €1,500 and lost it. Can you help me get a refund? I've attached some parts of the conversation; I'll continue with the screenshots in another complaint.

Buonasera

Mi sono autoescluso da Lunubet svariate volte ma mi hanno ricontattato loro ad Halloween prendendosi gioco di me con una scusa. Vi allego la conversazione. Ho un problema serio col gioco d'azzardo e avevo già perso 3K ma questa volta avevo scelto definitivamente di non giocare , in realtà bonus dopo bonus ho caricato 1500 euro perdendoli. Potete aiutarmi ad ottenere un rimborso? Vi allego alcune parti della conversazione, continuerò con gli screenshot in un altro reclamo

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Dear Aabbaa,

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. The casino can even try to keep the player by offering bonuses or other advantages to them.

On the other hand, self-exclusion does. If a player successfully requests 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).

Could you please advise if you have ever informed the casino about your gambling problem? If so, please forward me this conversation between you and the casino. My email address is [email protected]. Also, do you currently have access to your casino account?

Thank you very much in advance.

Best regards,

Kristina

Help me guys.

Aiutatemi ragazzi.

They clearly played on the fact that I was self-excluded and always looking for bonuses

Hanno palesemente giocato sul fatto che io fossi autoescluso e sempre in cerca di bonus

*Here is the proof of my communication* !!!!!

I even gave it to you in June.

*Ecco qui la prova della mia comunicazione* !!!!!

L'avevo data addirittura a Giugno

I confirm that I still have access to my account anyway

Confermo di avere ancora accesso al mio account comunque

Thank you very much for your reply. Could you please clarify the dispute value? You set it to €15,000; however, your initial message indicates that the dispute value might be €1,500.

Also, could you please forward the emails from June to [email protected]?

In the meantime, I recommend that you send another self-exclusion request if your account is still accessible.

When applying for self-exclusion, state clearly the reason why you want your account to be deactivated and specify the time period. Also, the 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 of having 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."

Please send another email to LunuBet Casino ([email protected]) and keep me informed about any further developments. Thank you in advance.

Good evening guys.

The total amount lost in October was 1,500 euros, which occurred after the first exclusion in June, with a detailed email explaining the reasons for the gambling difficulties.

Last week I self-excluded myself again, specifying the reason again.

I am also attaching the last email.

Buonasera ragazzi.

L'importo totale perso a Ottobre è di 1.500 euro, avvenuto dopo la prima esclusione di Giugno , con tanto mail motivata per difficoltà a gestire il gioco d'azzardo.

Settimana scorsa ho provveduto di nuovo ad autoescludermi specificando di nuovo la motivazione.

Vi allego anche l'ultima mail

They contacted me again despite my self-exclusion and despite my declaration that I had a gambling problem.

This is really serious. They need to pay and realize that it's not right.

I won't fall for it but I trust in you

Mi hanno nuovamente contattato nonostante la mia autoesclusione e nonostante abbia dichiarato di avere problemi col gioco d'azzardo.

Questo è veramente grave. Devono pagare e rendersi conto che non è giusto.

Non ci cascherò ma confido in voi

Can you please send me the emails from June as attachments instead of screenshots? Has your casino account ever been closed or has it remained open since June? Also, do I understand correctly that you currently have no access to your casino account?