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.