LunuBet Casino - Account closed and funds held back for more than 4 months

Dear LunuBet Casino,

Please let us know if there are any updates regarding this ongoing complaint.

Please note that, in case you fail to respond within the given timeframe, we will consider your case unresolved and it will be closed accordingly. As a direct consequence of such closure, the operator's ranking score on AskGamblers will be decreased accordingly.

Thanks in advance for your cooperation.

Dear all,

This complaint has been reopened as per LunuBet Casino request and the AskGamblers Complaint Team would like to give it one more try and help both parties involved into the dispute reach a satisfactory resolution.

Dear Sanderaune,

To ensure the security of your account and to comply with our standard safety protocols, we require further identity verification before we can proceed with the transaction.

Please provide a clear photo of your government-issued ID, a standard selfie, and a verification selfie where you are holding your ID with our website clearly visible on a screen in the background. It is important that all details on your identification are legible and that the images are not digitally altered or cropped.

You can submit these documents by replying directly to this email. Once our team has reviewed your submission, we will update you on the status of your withdrawal.

Thank you for your cooperation in maintaining a secure gaming environment.

Best regards,
Lunubet Casino Team

Hi. Exactly this verification I have done twice already. It should be apparent by the attached files also. I will do it again a third time if needed, but it seems odd to me that I have to repeat the same verification over and over again.

Sander.

Dear sanderaune,

Following a follow-up with the verification department, they have informed me that they are unable to locate the documents previously submitted. To ensure we resolve this matter as quickly as possible and prevent any further delays to your account access, could you please re-upload the necessary files directly to this thread?

Once received, we will prioritize these with the relevant team to expedite the conclusion of your verification.

We apologize for any inconvenience this may cause and appreciate your cooperation.

Best regards,
Lunubet Casino Team

Hi. I find it strange you ask me to expose sensitive information in a publicly visible thread. Please either allow me to upload this directly to your website (would need to be granted permission to log in first) or send me an e-mail I can send it to. I will for obvious reasons not post my documents here for the world to see. Thanks.

Dear LunuBet Casino,

Please let us know if there are any updates regarding this ongoing complaint.

Please note that, in case you fail to respond within the given timeframe, we will consider your case unresolved and it will be closed accordingly.

Thanks in advance for your cooperation.

Dear sanderaune,
 
We are writing to confirm that we have successfully received your documents.
 
Thank you for providing the necessary information. Please be advised that your file has been escalated to the relevant department for a comprehensive review.
 
Our team is currently processing your request, and we will contact you as soon as an update becomes available. In the meantime, no further action is required on your part.
 
Thank you for your patience.
 
Best regards,
Lunubet casino Team

Dear LunuBet Casino,

Please let us know if there are any updates regarding this ongoing complaint.

Please note that, in case you fail to respond within the given timeframe, we will consider your case unresolved and it will be closed accordingly.

Thanks in advance for your cooperation.

Hi,

There is no update from Lunubet yet. I am still waiting for my documents to be reviewed.

Sander.

Dear sanderaune,

Thank you for providing the relevant documents, they were checked and approved from the relevant department. To move forward with the next stage of the process, the relevant department now requires verification of ownership for the Ethereum wallet used, as well as formal proof of the Ethereum deposit. Please provide them to the previous email correspondence we had.

Once these additional details are provided, we will proceed with the processing of your funds.

Thank you for your prompt attention to this matter.

Best regards,
Lunubet Casino Team

Hi, thanks.

Please be more specific on how you want me to prove that. There are no personal details involved in the wallet as you probably know. I am happy to do whatever is required of me to get all of this sorted now, but I am not sure how you want me to prove ownership of a crypto wallet or "formal proof of the ethereum deposit" for that sake. Please let me know exactly how you suggest this can be done, as I have no clue.

Sander.

Dear sanderaune,

Thank you for your patience while we look into this matter for you.

We are writing to notify you that we have escalated the matter to the relevant department for a more specialized review. This step ensures that the appropriate team has all the necessary details to reach a thorough resolution.

As soon as we receive an update from them, we will notify you immediately.

Thank you for your continued cooperation and understanding.

Best regards,
Lunubet Casino Team

Dear LunuBet Casino,

Please let us know if there are any updates regarding this ongoing complaint.

Please note that, in case you fail to respond within the given timeframe, we will consider your case unresolved and it will be closed accordingly.

Thanks in advance for your cooperation.

Dear all,

This complaint has been reopened as per the submitter's request and the AskGamblers Complaint Team would like to give it one more try and help both parties involved in the dispute reach a satisfactory resolution.

Dear sanderaune,

Regarding the manual withdrawal of your active balance. In order for us to proceed with the transfer and ensure the funds reach you securely, we require you to provide your bank details.

Please provide these details by replying directly to the specific email we have sent to your inbox. We ask that you include your bank name, account holder name, account number or IBAN, and your Swift/BIC code where applicable.

Ensuring this information is accurate will help us avoid any potential delays in processing your funds. Once we receive your reply to that secure thread, the finance team will finalize the transaction as quickly as possible.

If you have any questions or cannot find the secondary email, please let us know and we will be happy to assist you.

Kind regards,
Lunubet Casino Team

Dear @sanderaune,

Please let us know if there are any updates regarding your ongoing complaint.

Kindly note that as per the AGCCS Terms and Guidelines which you accepted upon registering and using our complaints system, you are obliged to provide the necessary level of assistance and cooperation during the process and providing updates in a timely manner is a must.

Should you fail to update your complaint within the specified timeframes, we will have no other choice but to reject the case and recommend you to forward it to the relevant regulatory body instead.

Thanks in advance for your cooperation.