LunuBet Casino - Player's withdrawal is delayed due to impossible document request.

njalssona

Iceland

3 weeks ago

On 5 November, I played on LunuBet and won a sum that I later requested to withdraw. I followed all terms and conditions and submitted every document the casino requested.

After completing the initial KYC process, the casino suddenly asked for an additional document:

a transaction statement from 10 October to 10 November.

However, this is impossible, because my Revolut account was created on 4 November.

There are no transactions available before this date.

To be fully transparent, I submitted:

The complete transaction statement from 4 November (the earliest date available)

Official documentation from Revolut proving that my account was opened on 4 November

Clear explanations multiple times that no earlier transaction history exists

Despite this, the casino continued to demand a transaction statement starting from 10 October, ignoring the evidence and explanations I provided.

This means LunuBet is requesting a document that cannot physically exist, which has effectively blocked my withdrawal without valid justification.

I have attached a PDF containing the full email conversation and screenshots showing that:

I have cooperated fully and submitted all available documents

I clearly explained why earlier transactions cannot be provided

The casino keeps requesting the same impossible document instead of completing the verification

I am asking Casinoguru for assistance, as I have complied with all reasonable KYC/AML requirements, and the casino is withholding my legitimate winnings without a valid reason.

Thank you for your help.

Important notice:

Casino Guru will never ask for payments or access to your accounts to complete KYC. If someone claims to be from Casino Guru and does that, do not share any information.

We only contact players through this official complaint thread or via @casino.guru e-mail addresses. Always check the sender’s domain and verify your complaint resolver’s e-mail address by clicking on their avatar visible inside the official complaint thread.

If anything seems suspicious, contact us directly.

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.

• When exactly did you register at this casino?
• Have you used only your Revolut account to deposit money into this casino?
• How many deposits have you made using your Revolut account, and when exactly did you make these deposits?
• Have all your other identity documents been approved by the casino during 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

Due to the increased volume of complaints during this time of year, we kindly request your patience while awaiting our responses. We aim to publish each complaint within 72 hours of submission, but reserve up to 7 days to reply to any subsequent comments. Additionally, please be aware that it might take a bit longer for your complaint to be assigned to a resolver, as we are currently managing over 1,000 complaints. Your understanding is greatly appreciated. Wishing you a delightful holiday season, and we will get back to you as soon as possible.

Hello!

• I Registered on 5th of november 2025.
• Yes I have only used revolut to deposit.
• I was lucky enough to win on my first deposit. So I only made one. I made the deposit the same day I registered on the site (5th of november 2025).
• Yes only thing that is "Missing" is the transaction history from the date that is before I opened my account.

I will attatch the same document I sent them. Proof that my account was opened on 4th of November 2025. I sent them this document and the explanation on the 2nd of December. I have send them the transaction history from the day I opened my account but they keep telling me that it must be from 10th October 2025 - 10th November 2025 even though it is impossible.

Dear AegierPall

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, Barbora (barbora.p@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

Dear player,

My name is Barbora, and I will be assisting you in solving this case. Now I would like to invite LunuBet Casino representative to join this conversation.

Dear LunuBet Casino,

Could you please provide clarification regarding this case?

Thank you in advance.

Dear Aegir,

Thank you for your patience while we look into this matter.

We are writing to inform you that we have escalated your case to the relevant department for a more specialized review. Our team is currently investigating the details to ensure a thorough and fair resolution.

Rest assured that as soon as we receive feedback from the internal team, we will reach out to you directly with more information.

Kind regards,

Lunubet casino Team

Dear LunuBet Casino team,

Thank you for the update. We appreciate that the case has been escalated to the relevant department.

Please keep us informed of any further developments or conclusions once your internal review is completed.

Dear AegierPall,

Following your recent discussion, we are writing to provide an update regarding the verification of your account.

The relevant department has reviewed your case and informed us that, to proceed, you are required to provide bank statements covering the period from the date of your account opening.

Please ensure that the uploaded documents clearly show:

The account holder's full name and address.

The bank's logo and official branding.

A comprehensive transaction history starting from the account opening date.

Thank you for your cooperation in this matter. Please let us know if you have any questions regarding this request.

Best regards,

LunuBet Casino Team

I have now sent that to your support email @Lunubet.

Dear LunuBet Casino team,

Thank you for the update.

We confirm that the player has now submitted the requested bank statement covering the period from the account opening date, including all available transaction history and required details, via your support email.

Please proceed with the verification review based on the documents already provided and keep us informed of the outcome.

Thank you for your cooperation.

Dear All,

On November 28, the player was officially requested to reupload the necessary documentation. Since that date, we have not received any new uploads.

Please be advised that the player must provide these documents directly via their account portal to ensure a secure and efficient review. Once the upload is complete, our team will proceed with the evaluation immediately.

Thank you for your assistance in relaying this information or monitoring the thread.

Best regards,

LunuBet Casino Team

Well this is bullshit.. I have been in contact with you on your email for a long time and sent you the documents required, and you always told me you had sent them to the relevant departments and never once did you ask me to go and upload these documents on my account.

Dear AegierPall,

We are writing to confirm that we have successfully received your statement.

Please be advised that your case has been escalated to the relevant department for a priority review. Our team is currently conducting a thorough assessment of the information provided to ensure a swift resolution.

Kind regards,

LunuBet Casino Team

Dear LunuBet Casino team,

Thank you for confirming receipt of the player’s bank statement and for escalating the case for priority review.

We appreciate the update and will now await the outcome of your internal assessment.

Please keep us informed of any further developments and kindly advise once the verification review has been completed and the next steps are determined.

Thank you for your cooperation.

Dear AegierPall,

Please be informed that your account has been successfully verified.

You may proceed with your withdrawal request at your convenience.

Kind regards,

Lunubet Casino Team

Dear LunuBet Casino team,

Dear AegierPall,

Thank you for the update and for confirming that the player’s account has now been successfully verified.

AegierPall, please proceed with submitting your withdrawal request and let us know via this thread whether everything works correctly on your end.

Thank you both for your cooperation.

Dear AegierPall,

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.

We regret to inform you that, due to the lack of response from the player to our messages, inquiries, and reminder, we are unable to proceed with further investigation or provide potential solutions at this time. As a result, we must close this complaint for the moment.
However, please note that the player retains the option to reopen this complaint at any time in the future should they choose to resume communication. We remain open and ready to assist in resolving the matter should the player decide to reach out again.

Thank you for your understanding.

Best regards,
Barbora
Casino.Guru