Beschwerde #1 LunuBet Casino

Casino does not pay withdrawals and deliberately delays the verification process

Von Felix B.

vor 2 Jahren

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!

Unseriöses Casino LunuBet Casino

Grund Verzögerte Auszahlung

Betrag €750

Diskussion

AskGamblers

• Support Team

vor 2 Jahren

Dear @Felixtt15,

The AskGamblers Complaint Team is kindly asking you to update your complaint in a timely manner and confirm if the required verification paperwork has already been sent to the LunuBet Casino team accordingly.

Please keep in mind 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. Should you refuse sending the required verification paperwork or fail to update your complaint in a timely manner, we will have no other choice but to reject the case and recommend you to forward it to the relevant regulatory body.

Thanks for your cooperation.

LunuBet Casino

• Representative

vor 2 Jahren

Dear FELIXTT15,

Hope you are doing well!

We would like to inform you that your request has been reviewed by the relevant department and we have requested verification documents from your account. Please verify your identity to successfully withdraw funds from our website.

We hope for your understanding and cooperation.

Best wishes,
LunuBet Casino representative.

Felixtt15

• Nordrhein-Westfalen • 2 Bewertungen

vor 2 Jahren

Dear Casino,
aha, you are sad about the experience I had with your casino? And you would like to get back to me shortly with an answer?
Nothing happened for two days after your reply to this complaint. I only contacted your chat to give you a fair chance to resolve the issue quickly.

Take a look at the screenshots attached to this email. You are a) absolutely unwilling to solve the problem, b) not helping me at all and c) your support colleague is even laughing at me with his answers. They tell me that I will be contacted soon, like two days ago - that is rediciolous!

The truth is: contrary to your answer, you are not sorry for the bad experience and you are not interested in solving the situation by paying out the withdrawals.

This is a scam casino, period.

LunuBet Casino

• Representative

vor 2 Jahren

Hello dear FELIXTT15.
It's really sad that you're going through such an experience with us. I will forward this case to the appropriate department and get back to you shortly with a response. Thank you for your feedback it would make our services better!

LunuBet Casino Beschwerde-Statistik

Gelöst 8 / 8

Durchschn. Betrag $5,134

Durchschn. Dauer 15 Tage

Durchschn. Antwortzeit 14 Stunden

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Lunubet boykottiert Verifizierung und geht nicht auf mich ein

Hallo, ich hoffe, das löst etwas.

Es geht um Lunubet Sportwetten.

Seit 15 Tagen erfindet Lunubet neue Gründe, warum sie mich nicht verifizieren können. Ich möchte nur 400€ auszahlen und sie verlassen.

Wenn ich tue, was sie verlangen, bitten sie um etwas anderes.

Zum Beispiel:

Ich lade meinen Ausweis und eine Adressbestätigung von einem Schreiben meiner Krankenkasse hoch.

Sie sagen, ich solle ohne VPN aus Deutschland hochladen - gemacht, nichts passiert.

Ich frage sie, warum es so lange dauert, plötzlich verlangen sie eine andere Form der Adressbestätigung. Ich lade nun ein Schreiben vom Finanzamt in Deutschland hoch, und sie lehnen es ab.

Ok, denke ich, dann werde ich das Land Berlin bitten, meine Adresse in einem Schreiben zu bestätigen. Ich bekomme das Schreiben als PDF. Lunubet sagt, das ist in Ordnung, ich lade es hoch, keine Reaktion. Ich frage sie per E-Mail und bekomme die absurdeste Anfrage, die keinen Sinn ergibt, und jetzt suche ich nach Hilfe.

Sie verlangen jetzt ein Word-Dokument, kein PDF.

Auf Nachfrage wird sich entschuldigt für diese Nachricht die automatisch verschickt wird???

Und das Spiel geht von vorne los.

Ich soll das PDF hochladen so wie vorher ohne darauf bezug zu nehmen was falsch war?

Es bringt alles nichts und wir drehen uns im Kreis.

Was soll ich machen?

400€ sind in meiner Situation viel Geld :(

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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.
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