LunuBet Casino - Player’s verification process is delayed.

Hello,

I would like to file a complaint regarding the ongoing issues with my address verification.

It has now been more than 3 weeks, and my documents continue to be rejected without a clear explanation. During this time, I have contacted Live Chat and support multiple times, but I still have not received a proper answer about what exactly is wrong or what additional document is required.

So far, I have already provided:

a bank statement containing my name, address, and date,

a bank account confirmation with my name, address, and current date,

and an official population register extract issued by the government confirming my residential address.

All of these documents contain the required personal and address information, and the government-issued extract should be considered an official proof of residence.

Despite this, my verification has been repeatedly rejected for 3 weeks without any meaningful explanation. At this point, the situation feels extremely frustrating and unprofessional. I genuinely do not understand what else I am expected to provide, especially when no clear guidance is being given.

I kindly ask you to escalate this matter and review my verification properly, as this issue has been unresolved for far too long.

Thank you.

Important notice:

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Stay safe.

Hello,

Thank you very much for submitting this complaint. I'm sorry to hear about the problem you're experiencing. Please allow me to ask you a few questions to clarify your situation.

• Is your proof of address the only document that has been rejected during the KYC verification process?
• Did you enter your full and correct residential address when filling out your casino profile?
• Did you upload your proof of address documents within the requested timeframe and in the correct format?
• Do you have any utility bill or phone bill issued in your name that could be used as proof of address?
• Could you please send me a screenshot of the verification section showing the reason why the documents you uploaded so far could not be approved for KYC?

I hope we will be able to help you resolve this issue as soon as possible. Thank you in advance for your reply.

Best regards

Veronika

Hello,

Yes, this is the only document they refuse to approve. They have already approved credit cards and various other documents.

Yes, I entered the correct address where I have basically lived my whole life and currently live in.

Yes, I uploaded them as PDF files. That is one of their required formats. All documents had a recent date (they require documents no older than 6 months; 2 of them were one to two weeks old, and one was 3 months old).

I do not have any rejection explanation. This was communicated to them multiple times through the VIP manager, directly in the document upload section, and through the official support email. Multiple times.

I can send screenshots showing what it looks like after each "rejection." It never explicitly says "rejected"; the document upload section simply resets and asks for upload again, so we understood that it "did not pass." Nobody has ever explained what is wrong, even though I asked support many times directly through the upload section (I can send you the files I uploaded) and through Lunubet support as well.

Thank you for your help.

I am attaching all the documents I have submitted.

-confirmation - its everything together even with note. They rewied it 2 times and didnt accept it and didnt tell me whats wrong. I told support,Live chat and support of lunubet like 10 times that there cant be any documents with bills or rental agreement - that i live with my parents, so i dont have agreement and bills are in their name. and other are just pieces of it.

I have sent documents regarding this problem on email: veronika.f@casino.guru since I am having trouble uploading it in this window.

Thank you for your time

Dear Rydlosos

Thank you for your cooperation and for providing all the necessary information. I truly appreciate the time and effort you’ve taken to share everything with us so far.

Your complaint will now move to the next stage of our process and be handled by your dedicated Resolver, Martin (martin.l@casino.guru). This is a standard step in our procedure, as the Resolver will take over communication with the casino directly and manage your case from this point onward.

No action is required from you right now. Your Resolver will reach out through this thread if any additional details are needed. You can rest assured that your case is in very capable hands.

I wish you the best of luck and hope your case will be resolved to your satisfaction soon.

Kind regards,

Veronika

Hello Rydlosos,

I am sorry to hear about your troubles. I am Martin and I will be taking care of your complaint from now on. I would also like to invite the LunuBet Casino representative to enter the discussion.

Dear casino representative,

could you please check the case and explain the matter to us? Which additional documents does the casino require? Are there any specific issues with the documents Rydlosos provided? Alternatively, can you give us some guidance on how to proceed?

Dear all,

thank you for reaching out to us.

We can confirm that the customer's account is already verified and as we can see he has requested 2 withdrawals yesterday.

Best Regards,

Team LunuBet

Dear casino representative,

thank you for your response and clarification.

Dear Rydlosos,

thank you for your cooperation so far. Could you please give us an update on the current proceedings? Were you now able to request your withdrawals?

Dear Martin,

Yes, everything is fine now. I was able to request my withdrawals successfully.

Thank you very much for your help in resolving this issue and for keeping in touch throughout the process. I really appreciate your assistance.

Best regards,

Rydlosos

Dear Rydlosos,

We're glad to hear that your issue has been resolved, and once again would like to thank the support team over at LunuBet Casino for their involvement in the mediation process. We'll go ahead and mark the complaint as 'resolved' in our system. We appreciate your cooperation and confirmation. If you ever encounter any issues with this or any other casino in the future, feel free to reach out to our Complaint Resolution Center. We're here to help!

As you know, we do not charge for our services, nor do we accept any gratuities. However, we would greatly appreciate it if you could take a moment to share your experience with our services on Trustpilot https://www.trustpilot.com/evaluate/casino.guru. An honest review, along with any suggestions for improvement, would be invaluable. Your feedback could help others who may be considering contacting us for assistance with online casino-related issues.

Thank you in advance for your time.

Best regards,

Martin

Casino.Guru