Kasino znovu otevřelo trvale samovyloučený účet

Hi there,

I am not going to to file a complaint or name a casino yet because I’m waiting for their response which is around 5 days now but just for being curious about my case because it’s a weird one and I haven’t found quite the same kind of case from here or any other sites.

Long story short: I have a very bad gambling problem and addiction. I’ve been trying to self exclude myself permanently from every online casino there is when my addiction got out of control and hence why I asked to permanently close my account on this particular casino website, which I did last year in 2024 would April. I have email evidence of this and their response as to them allegedly closing my account permanently due to a gambling problem which I emailed to my VIP manager. I was under the assumption that they did this as I didn’t second guess them.

Moving on to this year, on the 15th February 2025 I received a promotional email from the VIP department regarding celebrating Valentines day and that if I need anything from them that I should I contact them ( assuming they meant bonuses). I was very surprised by this as I thought once my account was permanently closed due to a gambling addiction they wouldn’t send me any of these emails. I replied back stating if they had any bonuses for me as I cannot control my urges when it comes to Gambling addiction ( most people would agree). They replied that my activity wasn’t enough and that I needed to deposit minimum 30 euro in order for me to get a bonus ( I have the full email thread regarding this.) fortunately enough, I ignored this and didn’t relapse into gambling and kept clean but I was still in shock that they were still emailing me.

Unfortunately, on the 10th June 2025 I managed to get into my account on this casino website( which was supposed to closed permanently) and ended up depositing and losing €2450 (this was the start of the horrible relapse). I ended up emailing my VIP manager which was on the same email thread as before and asking them for a bonus as my urges to gamble were getting out of control. They emailed me back stating that "that there is always a bonus for your activity". Emails were sent back and forth that day asking for bonuses as I kept losing and I believe that they were preying on my large activity and vulnerability

Like I said before I have a bad gambling problem and that initial email triggered me immediately and I was gone so to speak. From the 10th June 2025 to the 14th July 2025 I managed to deposit a total sum amount of €13,215 and losing it all. When I came to my senses and realised what has happened in the last month I started a self exclusion procedure by again emailing my VIP manager again on the 14th July 2025. I outlined to them that I have severe gambling issue and that I would like to close my account. I also highlighted to them that I would like my matter investigated as I found out that I’ve already self excluded myself permanently in April 2024 (due the gambling problem). I found an email from the casino that confirmed my self exclusion.

So isn’t this a clear violation of  the basic responsible gaming policy? Is there any doubt that the casino shouldn’t refund my losses? 

Hmm quite a tricky situation. 

Based on the fact that you have been self-excluded, the casino should not open your account again. Sometimes it is common that emails with bonuses are apparently sent to the email addresses of players who are there or were once registered, but it would be best if those who have closed their account or have been self-excluded do not have such an opportunity to receive emails. 

Precisely so that they don't fall back into gambling again and if they have a problem with it, so that they don't lose money there. It's a pity that such a situation occurred and that the casino let you continue to deposit. 

I think that in such a case a refund would be possible, but our team would find out if you filed a complaint because I can tell you now that you are entitled to refunds and maybe our team would find out the facts that would be important and would not be of the same opinion, so I don't want to promise you anything. 

These cases should be taken seriously by the casino and we try to do the same because there is a fine line between where the players have a gambling addiction or have it under control. 

So when you decide and have a response from the casino, let us know what they wrote you back and then feel free to mention what the specific issue is so we know more and can see where the problem occurred. 

I hope you can resolve it and if not, we'll be here.

Thanks for your comment. I am still waiting on their response and it has been about 8 days now. I think that they know that they acted negligently by letting gamble on a permanenty closed account and preyed on my vulnerability for sure. I’m really hoping that I can come to a resolution with them by refunding my deposits.

if I don’t hear from them by the end of this week I will definitely be submitting a complaint. I have all the email thread evidence from last year and this year so I believe my evidence is strong enough for the case.

Well, I wonder if they will come back and take a position. If they do, definitely let me know, I'm quite curious to hear what the casino has to say.

Good luck with your situation. ☘️

I have opened a complaint against. Supposedly they are looking into it.

Sure, you mean you opened a complaint in the casino, right?

For now still no update? 😕

They have stated that they are investigating and will get back to me this week. I really hope i can resolve it with them. I really hope i can resolve it with them as i think my case is strong.

Well then, according to what I see you opened complaint with the casino but not on our site.

So we can wait for investigation and also what they come up with. 🙂

If you hear any news, be sure to update me.

Still no update from them still and it’s been over a month. Apparently they are still investigating it and can’t give updates at this time.

Have you considered filing a complaint on our website? Maybe we could contact the casino. Still don't want to say which casino it is?

If you're interested, click here.

I filed a complaint with AskGamblers, however they just reply that there are no updates

Sure, if you decide to do the same, you have the option.

I'll be waiting for your next update as usual, I hope something will happen soon. 

Hi Jaro,

so the casino emailed me and settled with an amount of 14k euro which I am very happy with.

i have provided them with my bank details and they said they will transfer the funds next week to me.

so after all good news. Thanks again

That's great, I'm really happy for you.🎉😊

Feel free to let me know when the money arrives in your account and you have it.

I have received the money in my account 💰 thanks again!

Perfect. 🙂

If it's all good now we all can be happy.

Will you tell me now which casino it was? 😀

https://www.askgamblers.com/casino-complaints/lunubet-casino-reopened-permanently-closed-account-1

Thats the complaint man, I’ll let you read it and see 😂

Thank you, it could be useful for players too.

When I have more time, I will definitely read it all.

I'm glad it ended well.🙂

Yes I’m happy aswel we reached a settlement. I believe there could be many cases like mine where the casino is failing to uphold their responsible gaming policies, however players don’t know what to do.

If you can draw attention to this with your experience, that's great. We need to help each other. It is also good for players to know that if something similar happens, they can come here or use other options to get fairness.

Once again, I am glad that you managed to resolve this and I hope that from now on you will only have pleasant experiences.