Luna Casino

VISA

Hi ksurmon - thanks for getting in contact.

Before I can proceed I need you to provide me with the username and email address you used at Luna casino.

I also need to know whether you did at any point bet more than 10% of your bonus amount on a single round of play?

If you could forward any email correspondence you've had with Luna casino to webmaster@thepogg.com this would also be helpful.

Thanks

ThePOGG

Hi ksurmon,

I haven't had any response from Luna casino so far. I've followed up on this with another email today.

I'll let you know if I hear anything.

ThePOGG

Hi ksurmon,

I've still had no response from Luna casino. I'm going to make a final attempt at the end of the week if I haven't received a response.

ThePOGG

Hi ksurmon,

I'm afraid that Luna casino have not even made the effort to respond saying that they won't discuss player issue. This leaves me in an impossible situation when it comes to helping you, if the casino won't talk there's realistically nothing that I can do.

Before I close this complaint, I would still appreciate it if you would answer my original question - Did you at any point bet more than 10% of your bonus amount on a single round of play?

Thanks

ThePOGG

Hi ksurmon,

By coincidence, Luna casino chose today to respond to this complaint. I still require your username and the email address you use at Luna casino before I can move this discussion forward. Please forward them as soon as possible.

ThePOGG

Hi ksurmon,

I've had no response from you since you submitted this complaint and Luna casino are now engaging - I'll need your username and the email address you use at Luna casino within the next few days otherwise I'll be closing this complaint as 'Found for the Casino'.

ThePOGG

they say I met the playthrough requirements, although they say I played more than 10% on a game called moulin rouge before the playthrough was met, this game has been down for ages finally has come back online but I cannot get my game history, it just times out before I can get the information so there is no proof of anything that I can find.

thanks

I emailed you this morning, not sure if it reached you, the username is: [EDIT], the email on the acct: [EDIT]

Thanks

Hi ksurmon,

Have you had any success creating a video of Luna casinos game history timing out as discussed over email?

Thanks

ThePOGG

Hi ksurmon,

Have you managed to provide Luna casino with the screen shots they requested? If not, forward them on to me and I'll deal with their email support.

Thanks

ThePOGG

Hi ksurmon,

I've just received a response from Luna casino stating that as per my request at the beginning of this week they have forwarded on your play history to you earlier today and pointed out where the breach of terms occurred.

Can you confirm that this is the case?

Thanks

ThePOGG

I've received a response from ksurmon saying that they have receive an email with a copy paste of play logs and times/dates of play where their play exceeded allowed betting limits. The player cannot verify the bets in question (they don't remember making them), but neither do they have anything with which to contest them leaving us no where to go with this complaint.

In frank review of this issue I'm not entirely happy with Luna casinos response. The play history could easily have been forwarded 2 and  half months ago and while I do agree it would have been better to show the play history within the casino client rather than via a copy and paste email, their continued insistence that this was a player issue rather than a problem with their client - even after they forwarded documents to both myself and the player detailing exactly what needed to be done (nothing that had not already been done, their system is user friendly in process) and I verified for them that the player had indeed followed the correct process to the letter - was very frustrating and lead to a far slower resolution of the issue than should have been achieved.

A faster resolution would likely have resulted in a more reassured player, something that I don't think has happened here.

ThePOGG

Play logs were provided by Luna casino that show where the player exceeded the maximum bet. Player agrees that there's nothing further to do.

Having met the play through the casino keeps changing their minds on why they wont pay me. Firstly was irregular play, saying I placed higher bets to meet play through, I asked for proof of this, they have changed the games I played 3 times now and now say I bet more than 10% of the bonus while the bonus was in play, those conditions are a sub condition that is only seen by clicking another link on the conditions. Every time I proved them wrong they come up with another reason not to pay me. I did everything right and still they find reasons to pay me, I am owed 2500 and I am entitled to this, my account doesn't even reflect any winnings or bonuses or refusals, there is nothing to show anything anymore.

Luna Casino - irregular play

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