The player from Brazil had been unable to access his funds for four months due to an unresolved address verification issue. Despite multiple requests to change his address and providing the necessary documents, the casino had not responded adequately and had been analyzing his case for over two months. The player expressed frustration over changing verification requirements and the lack of communication from the casino. The Complaints Team acknowledged the player's situation but ultimately rejected the complaint after he decided not to proceed with the verification process, as he had lost all his funds during the waiting period.
LunuBet Casino - Player’s account is delayed due to address verification.
Closed
Our verdict
Other
Amount: 6,150 R$
LunuBet Casino
Safety Index:Above averageCase summary
Discussion
Public
Public
11 months ago
Translation
I've had my money tied up in this house for about four months.
They asked me to verify my accounts, but the address I had given them is my old address, and I no longer have any valid proof of address, which they are asking me for.
However, I requested a change of address, provided everything they asked for in the list of requests for the change, and to date I have had no success.
I've already sent several emails, and they keep saying that they've been analyzing my case for more than 2 months.
When I ask if it can be in my mother's name, who is the current resident of the old address, they just don't reply or reply with some generic answer and without clarifying anything.
I just need them to change my address or accept my proof at the current address, but it seems that this is something they don't want, so they can make the person give up and throw all the money in the casino, which I won't do at all.
Automatic translation:
Public
Public
11 months ago
Dear draconio50,
Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please allow me to ask you a few questions, so I can understand the whole situation completely.
When exactly did you request the address change?
Has your profile already been updated with the new address?
Do you need to provide any specific proof for the new address?
Could you please share your communication with the casino regarding the verification? Send emails or chat transcripts to my email at dominika.l@casino.guru, or post screenshots here.
I hope we will be able to help you to resolve this issue as soon as possible. Thank you very much in advance for your reply.
Best regards,
Dominika
Please note that Casino.Guru will never ask for any payments or request access to your accounts. If anyone claims to be Casino.Guru personnel and asks for such actions, do not provide any information.
The only legitimate way we will contact you is through this official complaint platform or via the email addresses provided in your complaint thread.
Stay cautious and contact us directly if you have any doubts.
Public
Public
11 months ago
TranslationIt was requested on February 17th.
They asked me for proof of the new address, which I sent them, and they haven't said anything else either.
My address is still the old one, which is my mother's current address, which I can get in her name, but they haven't answered if it can be in her name at the address that is still saved on the website.
They haven't solved anything so far, and they stop replying to me via e-mail.
The site's live support just says they'll forward it to the department responsible, but that department has never replied.
I've forwarded all my emails to them to you:
Automatic translation:
Public
Public
11 months ago
Dear draconio50, are you able to access your casino account?
Has the address been changed by the casino?
Public
Public
11 months ago
TranslationYes, I can, but it hasn't been changed yet. But I've been told that they'll accept proof in my mother's name. With a declaration signed by her.
Automatic translation:
Public
Public
11 months ago
TranslationSince I opened this complaint, the situation has only got worse. It's been over four months since I asked for my address to be updated and for my funds to be unblocked, and so far nothing has been resolved.
After numerous attempts to contact them, Lunubet support told me that they would accept proof of residence in the name of a family member, as long as it was accompanied by a statement confirming that I live at the same address.
Following these instructions, I sent it off:
- A utility bill in my mother's name for the address registered.
- A statement signed by her confirming that I live with her at that address.
Even so, support went back and started demanding documents exclusively in my name, such as a tax return or proof issued by the town hall - documents I don't have, since I don't have any bills in my name at that address.
This change in requirements is unfair and contradictory. I am being penalized for not having documents that are not required by law to prove residency. What's more, the maximum period of 10 working days for verification, which they promised, has long since passed.
My funds continue to be blocked without plausible justification, and Lunubet's support offers no real solutions, only generic and evasive answers.
I ask Casino Guru to step up mediation in this case, as I am being seriously and unfairly harmed. I can no longer accept this lack of respect and transparency from Lunubet.
Automatic translation:
Public
Public
11 months ago
Dear draconio50, could you please confirm whether you have already provided the casino with the proof of residence in your mother’s name, along with the signed declaration confirming that you live at the same address?
Also, do you have any updates from the casino since your last message, or is the situation still the same with no resolution?
Public
Public
10 months ago
Dear draconio50,
We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.
Public
Public
10 months ago
TranslationI ended up giving up and losing everything in the casino, it was months of waiting, anxiety, headaches... I spent many days stressed out trying to sort it out and nothing helped... I ended up frustrated and lost everything in the casino... I don't recommend this bookmaker to anyone, a bunch of filthy vermin who will do anything to take your money.
Automatic translation:
Public
Public
10 months ago
Dear draconio50, we’re truly sorry for the frustration and stress this situation has caused you. Since you no longer wish to proceed with the verification and the funds have already been lost, we’re unfortunately unable to assist further.
Due to the aforementioned reasons, this complaint will now be rejected. Thank you for your understanding. Please don’t hesitate to contact us again if you face issues with this or any other casino in the future.
