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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Casino Guru will never ask for payments or access to your accounts to complete KYC. If someone claims to be from Casino Guru and does that, do not share any information.

We only contact players through this official complaint thread or via @casino.guru e-mail addresses. Always check the sender’s domain and verify your complaint resolver’s e-mail address by clicking on their avatar visible inside the official complaint thread.

If anything seems suspicious, contact us directly.

Stay safe.

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 kristina.s@casino.guru. 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 kristina.s@casino.guru?

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 (support@lunubet.com) 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?

Dear Aabbaa,

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.

Dear Kristina, I replied to you 2 days ago by email, sending you everything to kristina.s@casino.guru . Please let me know

Cara Kristina ti ho risposto 2 giorni fa via mail inviandoti tutto a  kristina.s@casino.guru. Fammi sapere per piacere

Kristina, can you give me some good news please?

Kristina puoi darmi buone notizie per favore?

Aabbaa, do you currently have access to your casino account, please? If you don't, when was it closed? When did you receive the last email with a promotional offer?

Good morning, I currently do not have access following the self-exclusion of November 19, 2025.

I had clearly spoken about my gambling problem and was even told that it would not be possible to reopen any accounts.

On November 27th they contacted me again offering me their ranking to reach cash prizes.

All this after I had already received bonuses, invitations, and emails after the first self-exclusion in October. I had already attached everything to you guys, help me.

I attach the email

Buongiorno, non ho attualmente accesso in seguito all'autoesclusione del 19.11.2025.

Avevo chiaramente parlato del mio problema del gioco d'azzardo e mi avevano addirittura detto che non sarebbe più stato possibile riaprire alcun account.

Il 27.11 mi hanno ricontattato proponendomi la loro classifica per raggiungere dei premi in denaro.

Tutto questo dopo che avevo già ricevuto bonus, inviti e mail dopo la prima autoesclusione di Ottobre. Vi avevo già allegato tutto ragazzi, aiutatemi

Allego mail

Let me know something asap

Fatemi sapere qualcosa al più presto

Merry Christmas guys.. do you have any news?

Buon natale ragazzi.. avete qualche novità?

Hello Aabbaa,

We would like to update you that due to Kristina, your designated resolver, being on vacation, we have opted to extend the timeline by an additional 7 days. Since Kristina has an in-depth understanding of your situation and maintains direct communication with the casino, we find this extension justified. Your patience is sincerely appreciated, and I assure you that Kristina will contact you at the earliest opportunity.

Thank you for your understanding and ongoing patience.

Best regards, Casino Guru

Thanks a lot guys

Grazie mille ragazzi

Dear Aabbaa,

Thank you for your cooperation and for providing all the necessary information. I truly appreciate the time and effort you’ve taken to share everything with us so far.

Your complaint will now move to the next stage of our process and be handled by your dedicated Resolver, Matej (matej.l@casino.guru). This is a standard step in our procedure, as the Resolver will take over communication with the casino directly and manage your case from this point onward.

No action is required from you right now. Your Resolver will reach out through this thread if any additional details are needed. You can rest assured that your case is in very capable hands.

I wish you the best of luck and hope your case will be resolved to your satisfaction soon.

Kind regards,

Kristina

Hi Kristina, thank you so much for your help. I'm very happy that the complaint has moved to the next stage. I hope the refund arrives soon and that everything goes well. I'll be waiting for news from Matej then.

Thank you again so much

Greetings and have a good day

Ciao Kristina, grazie mille per il tuo aiuto. Sono molto contento che il reclamo sia passato alla fase successiva. Mi auguro che il rimborso possa arrivare in tempo brevi e che tutto vada per il meglio. Resto in attesa di novità da Matej allora

Grazie ancora davvero

Saluti e buona giornata

Hello Aabbaa, nice to meet you!

My name is Matej, and I will be assisting you with this case. I'll do my best to help you resolve this issue as soon as possible.

Unfortunately, majority of your screenshots doesn't show dates and some don't show the full conversation. You have not provided my colleague Kristina with the original messages, as she asked. Therefore, I am unable to establish proper timeline of events, only partially. Before we involve the casino in this mediation, I will need some more information from yourself. Please, correct me if anything below is wrong, or misunderstood on my part:

From my understanding you have requested permanent self-exclusion due to gambling addiction on 29/06/2025 and confirmed your decision on the same day. I have seen some confirmation about account closure from the casino, but it does not show date. Can you confirm it was casino responding to your self-exclusion request? Or was it some other request being responded to?

I have seen a lot of marketing communication sent to you by the casino. Have you tried to unsubscribe from it by clicking the "unsubscribe" button at the bottom of these messages?

I have also seen snippets of conversation between yourself and the casino VIP manager regarding account closure in October, where you were debating leaving the account open if they offer you a bonus. How did this happen? Did you re-register with a new account? Or did the casino reopen your self-excluded account? Basically I would like to know if your account got closed after your request on 29/06 and how were you able to log in and deposit money afterwards.

Could you please forward me via e-mail the following:

• the whole conversation with the casino VIP manager from October about closing the account
• the original self-exclusion request messages from 29/06 including the casino's response to your confirmation about account closure
• one random marketing communication you have received during the time your account was supposed to be closed.
• the whole conversation about self-exclusion from November 2025 alongside the casino's responses and confirmation of the account closure (if you received any)

You can send it to matej.l@caisno.guru. With these , I will be able to establish a timeline of events, and able to clearly communicate with the casino, regarding the best steps to mediate a fair outcome for you. Thank you very much.

Hi Matej, it's my pleasure. Thank you so much for your help.

I will try to answer as precisely and comprehensively as possible.

I'll forward you what you requested via email

Thank you so much for your professionalism

It is very important for me to be able to get back this money that was given to scammers who take advantage of fragile situations.

Ciao Matej, il piacere è mio. Grazie infinite per il tuo aiuto.

Cercherò di rispondere in maniera più precisa ed esaustiva possibile.

Ti inoltro quanto richiesto via mail

Grazie davvero per la tua professionalità

E' molto importante per me riuscire a riavere indietro questi soldi regalati a dei truffatori che si approfittano di situazione di fragilità

Dear Matej, I forwarded everything to you via email. Let me know as soon as possible.

Thank you so much to you and the whole team

Caro Matej ti ho inoltrato tutto via mail. Fammi sapere qualcosa al più presto.

Grazie mille a te e a tutto il team

Dear Aabbaa, thank you for the message. While majority of the messages were regarding regular account closure, there was one screenshot pointing towards self-exclusion. Could you forward me the whole e-mail and/or e-mail conversation from 29th June? Thank you.

I’d like to invite a representative of LunuBet Casino to join the conversation and participate in the investigation of this case as well. Could you possibly provide additional information regarding the issue with self-exclusion requested on 29/06/2025 and clarify the situation? I would also appreciate if the casino could provide us with any and all relevant evidence. Any sensitive information or internal system files can be shared with me directly by e-mail matej.l@casino.guru.

Thank you for your patience and cooperation in advance.

Dear Matej, I don't have any further emails from the June 29 closure, but as already mentioned to both you and Kristina, I want to draw everyone's attention to the email dated November 19, 2020, in which I once again stated that I had a gambling problem. After just eight days, on November 27, 2025, I was contacted again by Lunubet VIP Department via email, calling for a "lucky call," which was completely inappropriate and took advantage of my situation. Furthermore, the numerous emails and attached screenshots from this period speak for themselves.

Caro Matej, non ho ulteriori mail della chiusura del 29.06 ma come già segnalato sia a te che a Kristina voglio riportare l'attenzione di tutti sulla mail del 19.11.205 in cui affermavo nuovamente di avere un problema col gioco d'azzardo: dopo solo 8 giorni, cioè il 27.11.2025, sono stato ricontattato via mail da Vip Department Lunubet per "la chiamata della fortuna" in maniera del tutto fuori luogo e approfittatrice della mia situazione. Oltre a ciò parlano da sè le svariate mail e screenshot allegati in questo periodo.

Dear Casino Guru,

We have escalated this matter to the relevant department and will provide you with an update as soon as we hear back from them.

Kind regards,

LunuBet Team

Dear LunuBet Casino, please let us know as soon as the investigation is complete. If any sensitive information or internal processes needs to be shared, feel free to send them to me directly at matej.l@casino.guru. Nothing will be forwarded or shared, and will be used solely for internal investigation.

I would like you to especially focus on the communication from the player from 29th June when he for the first time requested self-exclusion and confirmed to proceed with it, then again on 29th November. Thank you very much.

Dear Casino Guru,

We are currently awaiting an update from our relevant department.

Please be assured that your case has been prioritized, and we will contact you as soon as we receive their feedback.

Thank you for your continued patience.

Kind Regards,

LunuBet Team

I hope to have a response soon. This story is dragging on.

I wonder if I'll ever get my money.

Thanks to CasinoGuru

Lunubet do your job properly

Spero di avere una risposta in breve tempo. Questa storia sta andando per le lunghe.

Chissà se riceverò mai i miei soldi.

Grazie a CasinoGuru

Lunubet fate il vostro lavoro correttamente

Dear Casino Guru,

Following a review from our relevant department, we can confirm the following details regarding email history:

June & November 2025:

Our records show no email communication was sent to player on 29.06.2025 or 29.11.2025.

First Contact: The initial email from his VIP Manager was sent on 24.08.2025.

We hope this clarifies the timeline of our correspondence.

Kind Regards,

LunuBet Team

No one ever talked about 29.11 but rather 27.11

Nessuno ha mai parlato del 29.11 ma bensì del 27.11

Dear LunuBet Casino,

The date and time in question is 19th November 2025, and the self-exclusion e-mail has been sent to the VIP team.

Can you also confirm what was the date when the support team received the self-exclusion request and when was it applied? Thank you.

Dear Aabbaa, while waiting for the response from the casino, I would like to know if you ever received any kind of response from the casino to any of your messages, except the self-exclusion response. Thank you.

Hello Matej

I got a few answers from the casino when I spoke to the VIP manager. Which one specifically do you need?

Ciao Matej

Ho ricevuto qualche risposta dal casinò quando parlavo col manager VIP. Di quale avresti bisogno nello specifico?

Dear Casino Guru,

November 2025: There was no recorded email communication with the user on November 29.

August 24, 2025: The VIP Manager sent the initial introductory email.

November 19, 2025: The user submitted an account closure request. We are unable to see user reply.

November 20, 2025: The user was contacted with a bonus offer, which they accepted.

November 27, 2025: A second bonus offer was sent, but the user remained unresponsive.

There has been no further email communication since November 27, 2025.

Kind Regards,

LunuBet Casino

SHAME.

LOOK AT THE DATE. THE BONUS OFFER I ACCEPTED WAS DATED NOVEMBER 9TH. LIARS. Scammers and liars too.

You admitted that I was contacted twice after this email. You violated the rules. You're taking advantage of people in need.

I'm waiting for the compensation

VERGOGNA.

GUARDATE LA DATA.L'OFFERTA BONUS CHE AVEVO ACCETTATO ERA DEL 9 NOVEMBRE. BUGIARDI. Truffatori e bugiardi anche.

Avete ammesso che sono stato ricontattato ben due volte dopo questa mail. Avete violato il regolamento. Vi approfittare delle persone in difficoltà.

Attendo il risarcimento

Dear Aabbaa, the caisno confirmed reception of your request on 19/11/2025:

November 19, 2025: The user submitted an account closure request. We are unable to see user reply.

Have you ever received any kind of response to this request? The above suggests the support staff acknowledged your request and possibly asked for more details. Can you please check your spam box and received e-mails for any kind of message reacting to your self-exclusion request? If you have it, have you ever replied? Thank you.

Dear LunuBet Casino, is there any reason why the self-exclusion request you have confirmed as being received on 19/11/2025 has not been actioned? Also, if you could e-mail me (matej.l@casino.guru) any kind of evidence, that would be very helpful. I will require proof of your statements mostly because your responses don't align with the evidence provided by the player, and that most of my questions are never answered directly. If this is due to not wanting to share sensitive information or internal procedures, feel free to explain everything to me via e-mail, as those contents are never shared or forwarded. Thank you for your understanding.

Dear Casino Guru,

August 2025: The player requested a closure on 28.08.25, the account was closed within 5 minutes as a standard request.

October 2025: Upon his request to reopen on 03.10.25, we conducted a mandatory check. We asked the player to confirm he was in control of his gambling.

He explicitly confirmed this, stating, "Sì, è corretto." "Yes, that's correct.

November 2025: The account was again closed on 19.11.2025 following his request.

This is all information that we have, and his account will remain closed.

Kind Regards,

LunuBet Team

Dear LunuBet Casino, thank you very much for the response. I understand the situation now and will share Casino Guru viewpoint shortly.

Dear Aabbaa, according to the above, you have requested an account closure on 28.08.2025. Do you have the message you have sent on that day still available? Was that a regular account closure or a self-exclusion due to gambling addiction? And last thing I need to know is what has happened after you confirmed self-exclusion on 29/06/2025. Was the account closed? Did you ask it to be reopen later on? Once I have this information, I believe I can piece together a timeline of events and be able to come to a conclusion what would be the best solution to this issue. Thank you.

They never closed my account for at least a couple of hours.

I'm trying to retrieve the email from August 28th, but I can't find it. In any case, I think I've been clear enough with the current screenshots, which were also sent via email.

Non mi hanno mai chiuso l'account prima di almeno un paio d'ore.

Sto cercando di recuperare la mail del 28/08 ma non la trovo. In ogni caso credo di essere stato abbastanza chiaro con gli screenshot attuali e inviati anche via mail

I have always asked for self-exclusion due to gambling problems. ALWAYS

Ho sempre chiesto l'auto esclusione per motivi di problemi col gioco d'azzardo. SEMPRE

I don't understand how they can lie about the promotions they sent me, even after the various self-exclusions requested, always specifying my gambling problem.

Non capisco come facciano a mentire sulle promozioni che mi hanno mandato comunque dopo le varie autoesclusioni richieste specificando sempre il problema col gioco d'azzardo.

Dear Aabbaa, just to be clear: from the screenshots you have sent us, most of your account closure requests were not mentioning gambling addiction, hence are considered a regular closure requests. In such cases casinos are allowed to entice the players with extra bonuses or services. On one occasion you yourself agreed to keep the account open, if the casino gives you a good bonus. We see this as fair deal, since the primary job of the casino managers is to keep the players coming back. Therefore these messages are not considered as evidence supporting your case. Thank you for your understanding.

Dear LunuBet Casino, I would like to focus on the message sent by the player on 29/06/2025. In this message gambling addiction has been clearly stated, and the decision to permanently close the account has been confirmed within few hours of the support staff asking whether the player was sure about this step.

Since the account has been closed due to gambling addiction, according to our Fair Gambling Codex and player protection rules, such accounts should not be reopen. Especially not two months after the closure, since gambling addiction is not something that can be "cured" in a few weeks.

I appreciate the suport agent asking the player whether he has his gambling habits under control, however we do not take this into account. Addicted player would say anything (or agree to anything) just to get another chance to chase the wins.

To be able to move forward, I would like to ask if you could e-mail me (matej.l@casino.guru) player's cashier history showing both deposits and withdrawals made between 01/07/2025 until 19/11/2025. That way I can establish what happened during this time more clearly.

Also, I would like to ask if you can confirm that the player's account has been closed permanently, with no option for reopening, and marked as "Gambling addict". If you can confirm the marketing communication will cease as well, that would be much appreciated. Thank you very much.

In short, I have been following this complaint for 3 months and I won't even get a portion of the money I lost?

I have declared my gambling problems to Lunubet several times and they have played with it several times.

Help me

In poche parole sono dietro a questo reclamo da 3 mesi e non avrò neanche una parte dei soldi persi?

Ho dichiarato più volte a Lunubet i miei problemi col gioco d'azzardo e hanno giocato più volte con ciò

Aiutatemi

Dear Casino Guru,

The player’s transaction history has been requested.

Please be aware that retrieval may take some time.

We can also confirm that the player’s account has been closed and all outgoing communications have been deactivated.

Kind Regards,

LunuBet Team

I really hope for justice guys

Spero tanto nella giustizia ragazzi

Thank you for the confirmation of the account closure, LunuBet Casino, much appreciated.

Dear Aabbaa, I am now waiting for the cashier history so I can check your deposit and withdrawal history, to see how to approach the question of a refund. As soon as I get the log and review it, I will post an update in this thread to keep you updated.

Thank you very much Matej

Grazie mille Matej

Dear Aabbaa,

Please be advised that we are still awaiting the necessary updates from the relevant department. We are following up internally to ensure this is addressed as a priority.

As soon as we receive further information, we will share it with the forum immediately. Thank you for your continued patience and understanding.

Best regards,

LunuBet Casino Team