Complaint #7 LunuBet Casino

Locked my account for no reason

By veeti071204

1 year ago

On April 11th, 2025, I won €10,682 on Lunubet – all from a single spin. I was obviously very happy about the win.

Lunubet informed me that I could only withdraw €500 per day, meaning it would take several weeks or even months to receive the full amount. I accepted this, as I understand every casino has its rules.

However, shortly after, they requested additional documents. I submitted everything they asked for, and was told it would take around 10 bank days to review.

After that period passed, they kept asking for more documents. I cooperated fully and submitted everything they requested.

Then, without any clear reason or warning, my account was frozen. I can no longer access it, and my withdrawal is blocked.

All my communication with Lunubet was through their live chat, and when I asked for transcripts of those chats to support my case, they refused or ignored the request.

This situation is extremely frustrating. I have followed all their instructions, played fairly, and provided all verification documents. Now I am locked out of my account and my legitimate winnings are being withheld.

I ask AskGamblers to step in and help mediate this matter. I simply want what I rightfully won and to have my account either reopened or a clear reason for this action.

Thank you.

Disputed Casino LunuBet Casino

Reason Declined payment

Discussion

AskGamblers

• Support Team

1 year ago

Dear all,

Following a careful review and consideration of all the information, details and/or proof presented by the parties during the complaint process, the AskGamblers Complaint Team reached the conclusion that LunuBet Casino management acted in accordance with their Terms and Conditions.

Based on the abovementioned information, the AskGamblers Complaint Team considers this case resolved and it is now officially closed. While we understand this might not be the outcome expected by the complainant, we would like to remind you that, in case of a disagreement with our decision, further assistance on the matter could be requested from the relevant regulatory body and/or appointed ADR entity.

LunuBet Casino

• Representative

1 year ago

Dear Veeti071204,

We apologize that our previous explanation was lengthy and lacked clarity.

Following a thorough review of your case and after compiling all relevant evidence for the AskGamblers team, we would like to inform you that your account was closed and your winnings were confiscated due to a violation of the following clause in our Terms and Conditions:

6.21 Transfer of funds between customers in any form is strictly prohibited. The Company reserves the right to block all the accounts involved in transfers, deduct any winnings and report such activity to the relevant authorities.

We trust this clarifies the reason behind our decision and appreciate your understanding.

Kind regards,
Lunubet team

LunuBet Casino

• Representative

1 year ago

Dear Ask Gamblers,

Please confirm if you have received our email.

Best regards,
LunuBet team

veeti071204

1 year ago

What will happen now @askgamblers ? Is there any additional info you guys would like to receive from my end or anything else that I can do?
Please let me know if I can assist in any way @askgamblers.

LunuBet Casino Complaint Stats

Resolved 9 / 9

Avg. Amount $3,175

Avg. Complaint Duration 23 days

Avg. Response Time 2 days

LunuBet Casino Complaint Summary

Most user complaints about this operator fall under the Payment category.

So far, 6 out of 6 complaints in this category have been resolved.

This operator's average complaint duration is 23 days, while the average duration across all operators is 8 days.

LunuBet Casino Complaints

See all complaints for this casino

Account closed after deposit and placing a withdrawal

I deposited on their site and placed a bet. After placing a withdrawal, they forced-closed my account and will not give me my money back.

Customer service is finding any excuse to close my account when I did nothing wrong. I talked to customer service named Blake a few days before this happened, and my account had issues. Now they just found an excuse to close my account and can't say why.

Please help me create awareness; even if I can't get my money back, let it be known that this site and its workers are scammers

Why are some humans so wicked? My hard-earned money; it may not cost a lot in some countries, but it does in mine

Someone please help me

Resolved

Delayed payment of 30 days

Hi,
I have requested a withdrawal on the 21/04 and until today not only I have not received, but there is no communication from the casino about why the withdrawal is not processed, their chat have no clue about my account or my withdrawal, and whenever I contact them, Im told to wait and that there is nothing wrong.
Please help me figure out this solution, the disputed amount is 650 euros

Resolved

€260

Account closed and funds held back for more than 4 months

Hi.

I am writing to you in AskGamblers as a last resort to get my money (3500$) out of this casino.

I am currently unable to log in to my account, and have been since October 2025. At first, I was told that my account was closed by the administration. When I wanted to know why that was, I was asked to send them verification. Once that was done, I was just told to wait (November 2025). Ever since, I have received no updates whatsoever, only been told to wait. In the attached files, you'll find all the relevant proof to back up my claims.

*Account closed 4 months ago, no information given on why

*Then I was asked to do KYC. Once completed, I was told to wait

*I have now been waiting almost 5 months and it's clear nothing will happen

*Been unable to log in to my account for 5 months.

I am hoping this complaint can help me get my money out, as this has been a thorn in my flesh lately. Thanks.

Resolved

$3,500

Refusing to complete verification and release my winnings despite providing all available documents

On 5 November, I played on LunuBet and won a sum that I later requested to withdraw. I followed all terms and conditions and submitted every document the casino requested.

After completing the initial KYC process, the casino suddenly asked for an additional document:
a transaction statement from 10 October to 10 November.

However, this is impossible, because my Revolut account was created on 4 November.
There are no transactions available before this date.

To be fully transparent, I submitted:

The complete transaction statement from 4 November (the earliest date available)

Official documentation from Revolut proving that my account was opened on 4 November

Clear explanations multiple times that no earlier transaction history exists

Despite this, the casino continued to demand a transaction statement starting from 10 October, ignoring the evidence and explanations I provided.

This means LunuBet is requesting a document that cannot physically exist, which has effectively blocked my withdrawal without valid justification.

I have attached a PDF containing the full email conversation and screenshots showing that:

I have cooperated fully and submitted all available documents

I clearly explained why earlier transactions cannot be provided

The casino keeps requesting the same impossible document instead of completing the verification

I am asking AskGamblers for assistance, as I have complied with all reasonable KYC/AML requirements, and the casino is withholding my legitimate winnings without a valid reason.

Thank you for your help.

Resolved

€1,599

Bonus payout issue

On 30 September 2025, I received an 85% deposit bonus at the casino.

Bonus ID: 2057013481

I deposited €200 and received €170 as a bonus.

I wagered the bonus at the casino according to the bonus terms, but after completing the wagering requirements, only €170.00 was added to my real money balance. €2985 from the bonus balance was not added.

In the General Terms, section 7.14 states the following:

"Once the full wagering requirement is met, the respective bonus funds and any derived winnings will be released in the real money wallet and will be available to withdraw according to our withdrawal rules."

Now the bonus funds were not transferred.

When I asked customer support about this, I was told that some bonuses have a maximum win limit. However, this bonus did not have such a limit.

I also requested a copy of the bonus terms but never received them.

Please find attached screenshots and my email correspondence with customer support.

Best regards,

Resolved

€170

Multiple withdrawals delayed and canceled without explanation

Hello,

I’ve been a regular and loyal player at LunuBet for quite some time, and up until recently, I genuinely enjoyed the site. However, I’m now facing ongoing withdrawal issues that have not been resolved despite several attempts to contact support.

On Saturday, October 4th, I initiated three separate withdrawals totaling $2,700 NZD (each for $900 NZD) from my account balance of $6,900 NZD. My account has a daily withdrawal limit of $900, so I planned to continue withdrawing daily until my full balance of $6,900 NZD was successfully paid out.

As of Sunday, October 12th, it has now been well over 12+ hours (5+ business days), and none of my withdrawals have been successfully processed. Two of them have since been canceled by the casino without any explanation. I received no email or official notice about the cancellations, and I did not cancel them myself.

When I attempted to resubmit one of the canceled withdrawals, it went through without any attached credentials, which made me uncomfortable, so I canceled that one myself to avoid further complications.

I’ve contacted LunuBet’s live chat multiple times and have only received repeated “forwarded to the finance department” replies with no real updates or timeframe. This has been frustrating and disappointing, especially since I am part of their VIP program and expected better communication and service.

All of my deposits and withdrawal requests have been made using the same Wise debit card I originally used to fund my account, so there should be no reason for these delays or cancellations.

At this stage, I will not be gambling or playing any further on my account until my full balance of $6,900 NZD has been successfully withdrawn. I genuinely hope this can be reviewed and resolved quickly, as I’ve always enjoyed LunuBet and would like to remain a long-term player if this situation is handled properly.

Thank you for your time and assistance.

Kind regards

Resolved

$6,900

Reopened permanently closed account

Hi there,

After waiting for over 15 days for the casino to get back to me after an answer, they have still replied with an update, so I am deciding to go ahead with a complaint.

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 April 2024 ( Screenshot of email thread attached). 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 Valentine's Day, and that if I need anything from them that I should 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 which I have attached) 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 close permanently) and ended up depositing and losing €2450 (this was the start of the horrible relapse). I ended up emailing my VIP manager, who 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 “there is always a bonus for your activity”. Emails were sent back and forth that day and the next weeks, 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 gon,e so to speak. From the 10th June 2025 to the 14th July 2025, I managed to deposit a total sum of €13,215 and lost it all. When I came to my senses and realised what had 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 a 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 to 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? I have clearly outlined and stated to them in April 2024 for them to close my account, as I have a gambling problem. They confirmed that my account was permanently closed. However, my account was opened this year.

I am respectfully requesting that my deposits be refunded, as I believe that the casino has not adhered to its responsible gambling policy. I really hope that this issue can be resolved as civilly as possible, as I do believe that the casino did not protect me as an addict.

Resolved

€15,665

Delayed withdrawal and blocked account

After a few winning bets, my account was blocked (under review).

Completed a few withdrawals before, but now the last 350€ is still on my account.

Contacted Help Center several times. At first, they requested my bank account details, which I provided on the same day (17.02.2025).

Now, the contact center just keeps answering that it is still waiting to be processed.

Every time, the same answer: soon will be one month since.

Resolved

€350

Casino does not pay withdrawals and deliberately delays the verification process

I have been waiting for days for my withdrawals of €500 and €250 to be processed. The casino system said that my profile did not need to be verified and this has not changed for days, nor has the status of my withdrawals.

Only when asked (without actively notifying me) did chat support say that the verification process would be activated "soon". This means that although the system says that verification is not required, it is required. But players will have to wait for it😃

In response to my feedback that this is a customer experience that couldn't be worse, support started replying with templates that mention the T&Cs and that this is all supposed to be a great customer experience. This is rediciolous, just look at the attached screenshots.

I am very afraid that I will not get the money as this casino seems to be doing everything it can to stop the payout and drag out the process unnecessarily.

Please help me!

Rejected

€750