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They are not accepting any form of proof of residence that I sent, and they have been holding my money for a week. They don't want to pay me at all. First, they asked for 3 days for the withdrawal, and now it's been a week of stalling with verification excuses. They even asked for a photo of me holding another phone with the casino image displayed on it.

I’ve already sent a proof of residence in my mother’s name, a bill for my postpaid cell phone, a certificate of good conduct from the Brazilian government, and bank statements from two banks. They rejected all of them. I am tired of being patient, so I am filing this complaint to get assistance.

Não estão aceitando nenhuma forma de comprovante de residência que enviei, estão prendendo o dinheiro a uma semana, não querem me pagar de jeito nenhum, primeiro pediu 3 dias pro saque agora uma semana enrolando com invenção de verificação, até foto segurando outro celular com a imagem do cassino pediram.

Já mandei comprovante de residência no nome da minha mãe, conta do meu celular que é pós pago, comprovante de boa conduta do governo brasileiro, e extrato bancário de dois bancos. Rejeitaram todos, já cansei de ser paciente por isso tô abrindo essa reclamação pra receber ajuda.

Dear meirianypereirap2,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem.

Please understand that KYC is a very important and essential process, during which the casino makes sure that the money is sent to the rightful owner. As they don't have the luxury of being able to physically see all of the players and check their identification and documents, this is the only way gambling establishments are able to complete the verification procedures. None of the serious and licensed casinos take KYC lightly.

• Have you provided any proof of address that is in your name exclusively?
• Could you please share your communication with the casino regarding the issue? Send emails or chat transcripts to my email at tomas@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 in advance for your reply.

Best regards,

Tomas

I sent the wi-fi bill, they accepted it and then they asked for a payment statement, I sent it, then they asked me for proof of address from the INSS, and now they're asking for proof of my address again.

Mandei a conta do wi-fi, aceitaram e aí vieram pedir extrato do pagamento, eu enviei, depois me pediram comprovante de endereço do INSS, e agora pediram comprovante do meu endereço outra vez.

Thank you very much, meirianypereirap2, for providing the necessary information. I will now transfer your complaint to my colleague Kubo (jakub.m@casino.guru) who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future. 

Dear meirianypereirap2,

I'm Kubo, and I will be taking care of your complaint from now on. If there have been any new updates regarding this case since the last information provided, please let me know.

I would like to invite the LunuBet Casino's representatives to join this discussion and provide any available information to help resolve this issue.

Dear LunuBet Casino,

Could you please provide detailed information regarding this case, including the reasons for the delay in processing the player's withdrawal? Additionally, could you address why the player's verification documents are being rejected?

Thank you in advance for your response!

Best Regards,

Kubo

Dear all,

We hope you are doing well.

We would like to inform you that withdrawals on our website take up to 3 business days, however, during verification, we may delay the withdrawal until the account is fully verified.

The documents submitted by the player as a proof of address did not contain the necessary amount of information for successful verification.

We would also like to note that the player has now been verified and his withdrawal has been successfully processed by our side.

We hope for your understanding and cooperation.

Best wishes,

LunuBet casino representative

Dear LunuBet Casino,

Thank you for your update.

Dear meirianypereirap2,

Could you please confirm that your withdrawal has been succesfully completed?

Dear meirianypereirap2,

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.

Unfortunately, the player has not responded to our messages and questions. Consequently, we are unable to investigate this case further and have no choice but to reject this complaint.

The player can reopen this complaint at any time.

Best Regards,

Kubo