Beschwerde #10 LunuBet Casino

Locked my account for no reason

Von veeti071204

vor 1 Jahr

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.

Unseriöses Casino LunuBet Casino

Grund Abgelehnte Auszahlung

Betrag €10682

Diskussion

AskGamblers

• Support Team

vor 11 Monaten

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

vor 11 Monaten

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

vor 11 Monaten

Dear Ask Gamblers,

Please confirm if you have received our email.

Best regards,
LunuBet team

veeti071204

vor 11 Monaten

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 Beschwerde-Statistik

Gelöst 8 / 8

Durchschn. Betrag $5,134

Durchschn. Dauer 15 Tage

Durchschn. Antwortzeit 14 Stunden

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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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