LunuBet Casino - Refusing to complete verification and release my winnings despite providing all available documents

Dear @njalssona,

The AskGamblers Complaint Team kindly asks you to clarify the total amount of the disputed payment/s.

Please keep in mind that, as per the AGCCS Guidelines, providing updates in a timely manner is a must.

Thanks for cooperating with the AskGamblers Complaint Team.

Hi! Mybad i missed that! The amount disputed is 1599 Euro.

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,

We are currently reviewing the matter and carefully compiling all relevant information related to your inquiry. We apologize for the delay in our response and appreciate your patience. Please note that this process may take additional time to ensure a complete and accurate resolution.

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

Best regards,
Lunubet casino Team

Hi. This feels saddening since you are once again just giving a generic answer like you have been trough out the process. For me I do not understand why it would take so long to just look at the account confirmation document that i sent in that clearly states that i created the account on said date. And the bank statement shows all the transactions made from that date and forward.
Please explain why it takes weeks to confirm this?

Dear Njalssona,

Apologies for the long wait.

We kindly ask for just a little more time to finalize the process and will provide a conclusive update as soon as possible.

Thank you for patience and understanding.

Kind regards,
Lunubet casino Team

It is now 3 days more since i last wrote.. This should not take this long..
Please at least explain why it is taking so long or give me any information at all. This is below all standards one could expect of a online casino.

Dear Njalssona,

Thank you for your patience so far.

We want to reassure you that your case is being reviewed with the utmost priority. We will keep you posted once there are updates.

Kind regards,
LunuBet Team

It has now been over 2 weeks since i started this askgamblers.. Please help me fix this @askgamblers.

Dear Njalssona,

We would kindly like to apologize for the delay in solving your request.
Please be assured that we are working with high priority on solving your request.
We will update you with further information in the nearest time.

We thank you for your patience and understanding.

Kind regards,
LunuBet Team

What it looks like to me is that you are just stalling.. It looks like you are taking the max amount of time before answering here so it wont be unsolved, reflecting negatively on you. You are not giving me any information what so ever on why it is taking so long or giving me any option to try and fix whatever might be wrong..
Please Askgamblers help me here... This cant be ok?

Dear Njalssona,

Thank you so much for your continued patience - we truly understand how frustrating the wait can be.

Please know that your case is being treated with the highest priority, and we’ll update you as soon as there’s any progress.

Thank you so much for your patience and understanding.

Kind Regards,
LunuBet team

Askgamblers???? Are you not supposed to help me?`They are clearly just stalling and not providing any information or evidence of anything..

Dear Njalssona,

Thank you for your ongoing patience — we completely understand how challenging the delay can be.

Please rest assured that your case is receiving our highest level of attention, and we will inform you immediately once there are any updates.

We truly appreciate your patience and understanding.

Kind regards,
LunuBet Team

....bump....

With all due respect, Lunubet is just copy-paste:ing the same message over and over again. It's been a MONTH since i initially submitted this complaint, and they have constantly said it's their "highest priority". How can such a simple matter possibly take such a long time, when it's the highest priority? And how can a gambling site not even put in the effort of writing a message to explain what is going on, but simply resorting to copy-paste:ing the same message over and over again?

This is otrageous. Obviously they don't care about me any more than they care about their reputation. The only reason they are replying to this thread is that they don't want their rating on AskGamblers to be lowered. I urge AskGamblers to lower their rating, pending a proper reply.

askgamblers

Dear Njalssona,

Thank you for your patience so far.

We are reviewing the matter and collecting the required information. We apologize for the delay and appreciate your patience, as additional time may be needed to reach an accurate resolution.

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

Best regards,
Lunubet Team

An accurate resolution for what? Should be pretty easy to just check the documents..

Dear Njalssona,

Thank you for your patience. We understand the wait can be frustrating and truly appreciate your understanding.

We are still reviewing the matter and gathering the necessary information to ensure an accurate resolution. We’ll get back to you as soon as possible.

Kind regards,
Lunubet Team

Please fix this asap. :)

Dear Njalssona,

We have escalated this matter to the relevant department and will provide you with an update as soon as we hear back from them.

Kind regards,
LunuBet 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 Njalssona,

We kindly request to upload the transaction history of 416598******2852 for October 10th to November 10th 2025 so as to complete your account verification and proceed with the payment.

Thank you for your patience and cooperation.

Kind regards,
LunuBet Casino Team

Sorry but have you even read the complaint? I am not able to send from the 10th of October as stated with reasons for why in the original post.