LunuBet Casino - Locked my account for no reason

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,

Thank you for your message.

We are currently reviewing the matter and working diligently to gather all relevant information regarding the query. We sincerely apologize for the delay in our response and appreciate your patience. Please note that this process may require a bit more time to ensure a thorough and accurate resolution.

We will update you as soon as we have more details.

Best regards,
Lunubet casino Team

Hello Lunubet. I have been cooperating fully during this whole process and will keep doing so to solve this as soon as possible.
Why am I unable to withdraw my winnings?

Dear veeti071204,

Your account did not pass verification due to Terms and Conditions point 9.1.

We would like to draw your attention to the following points of the General Terms and Conditions, which you accepted when creating your account on our website:

9.1 :- The Website may only be used for personal entertainment purposes only. The following activities are strictly prohibited and will be considered a material breach of these General Terms and Conditions:

<...>



- using the Website for commercial purposes or in someone else’s name or interest;


- engaging in any fraudulent activities, including, without limitation, using any credit/debit cards or other payment methods or funds not belonging to you, cases were funds are recalled/disputed;


- using any form of cheating or other means of gaining an unfair advantage or influence, including, without limitation, making use of a software error, loophole or bug, using software or hardware to automate, distort or influence the outcome of bets;


- colluding with other customers or third parties. This includes, without limitation, playing in the interest of others, sharing information, cooperating or coordinating with others;


- using unfair betting patterns or strategies, such as equal, zero or low margin bets, bets with minimal risks, hedge betting, or otherwise placing bets in such a way that in our opinion the system is being abused, guaranteed win is achieved, or the risk is minimized;


- engaging in money laundering, terrorism financing or any other criminal activity;


- threatening, harassing or abusing other customers or members of our staff;


- attempting to attack, gain unauthorized access to, or hinder operation of, the Website, the servers on which the Website is stored, or any server, computer or database connected to the Website, attempting to circumvent our security systems;


- attempting to copy, reverse engineer, decompile, modify, derive source code or other information from the software connected to, or used by, the Website, as well as attempting to remove or obscure any proprietary notices placed on such software, or use it for any other purpose than personal entertainment;


- attempting to sell or transfer your account to other persons or to acquire accounts of other persons.

<...>

We hope this helps clarify the matter for you.

Our team wishes you all the best for your future activities!



Best regards,
LunuBet team

Dear LunuBet Casino,

The AskGamblers Complaint Team is kindly asking you to provide a detailed explanation of the issue along with all the relevant facts and evidence that could support your accusations towards the player. Please make sure to state all the relevant casino and/or promotional terms that you believe have been breached by the player, if any. Please send required information to suppor­t@a­skg­amb­ler­s.com directly.

Please note that according to the AGCCS Terms, we consider all the information presented during the course of our complaint process confidential and as such it will not be shared with third parties.

Please be in aware that in case you fail to respond and/or provide requested information within the given timeframe, the complaint will be closed as unresolved. 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 Ask Gamblers,

We are currently in the process of gathering some evidence from the relevant department to send to you. We will let you know as soon as we have news from them!

Your patience, understanding and co-operation in this situation are truly appreciated!

Best regards,
LunuBet team

Thank you for investigating this matter for me. I have not done anything that you listed there @Lunubet.
Please let me know if I can assist in any way @askgamblers.

Dear Ask Gamblers,

Please be informed that we have sent all the relevant evidence to your email.

Best regards,
LunuBet team

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.

Dear Ask Gamblers,

Please confirm if you have received our email.

Best regards,
LunuBet team

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

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.