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Hello, I'm here to ask for help in solving a problem I'm having with the Lunubet bookmaker.

I made a deposit on the platform through a fintech bank account created exclusively for this purpose. As part of the verification process, I was asked to send a bank statement containing 3 to 6 months of transactions from the account used for the deposit.

However, as the account was created exclusively for this purpose and the fintech doesn't provide statements in the traditional format, I sent the only official proof available: the bank transaction receipt containing all the necessary data (full name, CPF, amount, date and time of the transaction, transaction ID, and details of the receiving company), as well as a printout showing the full transaction history of the account - which in this case contains only this transaction.

Even so, Lunubet refused to accept the documents sent, without providing a clear or coherent justification for the refusal. I don't understand why, since the data is complete and proves the origin of the amount deposited.

I'm trying to resolve this situation directly with Lunubet support, but so far I've had no success or satisfactory feedback. That's why I'm turning to Casino Guru to mediate this complaint and find a fair solution.

Thank you in advance for your attention and support.

Olá, venho por meio deste canal solicitar ajuda para resolver um problema que estou enfrentando com a casa de apostas Lunubet.

Fiz um depósito na plataforma através de uma conta bancária de uma fintech, criada exclusivamente para esse fim. Como parte do processo de verificação, fui solicitado a enviar um extrato bancário contendo de 3 a 6 meses de transações da conta utilizada no depósito.

No entanto, como a conta foi criada exclusivamente para esse fim e a fintech não fornece extratos no formato tradicional, eu enviei o único comprovante oficial disponível: o comprovante da transação bancária contendo todos os dados necessários (nome completo, CPF, valor, data e horário da transação, ID da transação, e dados da empresa recebedora), além de um print mostrando o histórico completo de transações da conta — que no caso contém apenas essa movimentação.

Mesmo assim, a Lunubet recusou os documentos enviados, sem apresentar uma justificativa clara ou coerente para a recusa. Não entendo o motivo, uma vez que os dados estão completos e comprovam a origem do valor depositado.

Estou tentando resolver essa situação diretamente com o suporte da Lunubet, mas até o momento não obtive sucesso ou retorno satisfatório. Por isso, recorro ao Casino Guru para intermediar essa reclamação e buscar uma solução justa.

Desde já agradeço pela atenção e apoio.

Dear Afonso93,

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 and it might take a few working days to complete this thorough process.

• Do I understand correctly that verifying the payment method seems to be the only issue?
• Have you provided any other documents to verify your identity, and have they all been approved?

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,

Kristina

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.

Hi Kristina, thanks for your cooperation.

The missing documents are:

• Proof of address
• Transaction statement containing the deposit made at lunubet.

I'm just waiting for the statement to be approved so that I can proceed with the proof of address.

However, this bank is a fintech-style digital bank, so I shouldn't be able to get a full statement, but as I mentioned before, I did get the proof of transaction, which contains the ID, date, my name, everything they need.

Now all that's left is for them to either speed up the process or make it more difficult to keep my money.

This is an abusive practice of casinos when someone has a big profit, they do this so that people give up and lose everything because of anxiety. But I can tell you that I will not lose my money and I will fight to the end to verify this account.

Olá Kristina, obrigado pela colaboração.

Os documentos que faltam são:

• Comprovante de endereço
• Extrato de transações contendo o depósito feito na lunubet.

Estou apenas esperando o extrato ser aprovado para que eu possa prosseguir com o comprovante de endereço.

Porém esse banco é um banco digital estilo fintech, não devo conseguir um extrato completo, mas como mencionei antes, eu consegui o comprovante da transação, que contém o ID, data, meu nome, tudo que eles precisam.

Agora resta apenas a boa vontade de agilizar meu processo ou de dificultar para manter meu dinheiro preso.

Essa é uma prática abusiva dos cassinos quando alguém tem um lucro grande, fazem isso para que as pessoas desistam e percam tudo por causa da ansiedade. Mas adianto que não irei perder meu dinheiro e irei lutar até o fim para verificar essa conta.

Update:

I am being asked once again by Lunubet to provide the transaction history from the account used to make the PIX payment. However, I would like to clarify:

I already sent the official payment receipt (PDF) provided by my fintech, which includes all the required information: my full name, CPF (Brazilian tax ID), date and time of the transaction, amount, transaction ID, and recipient details.

I also submitted a screenshot showing the full transaction history of the account — which contains only this single transaction, as the account was created specifically for this deposit.

My bank is a fintech and does not provide traditional monthly bank statements, only the data I already submitted.

This is the only documentation available from my bank, and all information is fully visible and unedited. I kindly ask for this to be properly reviewed, as I believe I’ve fulfilled all verification requirements.

Thank you again for your support.

Now they've refused again and are asking for incorrect dates when I haven't made any deposits on the platform. I've only made one deposit at this casino, and it's in my payment history on the site.

Agora recusaram novamente e estão solicitando datas incorretas em que eu não fiz depósito algum na plataforma. Somente fiz 1 único deposito nesse casino, e esse consta no meu histórico de pagamentos do site.

Complaint update - Documents continue to be refused without justification

I'd like to update my complaint with some new information.

I have verified that, in fact, the deposit I made via PIX is within the range requested by Lunubet (25/02 to 25/03). The deposit was made on 17/03/2025, and I have already sent all available documents from the QESH account, including:

The official transaction receipt via PIX, containing all the necessary data (my full name, CPF, amount, date, transaction ID and recipient);

A printout showing the account's complete transaction history - remembering that the account was created exclusively for this deposit, so there are no other transactions.

Even so, the documents continue to be rejected without a clear or objective justification, and the platform insists on asking again for something that has already been sent correctly.

I would like to stress that I am fully cooperating with the verification process and sending everything that is possible to the financial institution used. I ask the Casino Guru team to take this into account when intermediating, as it is a demand that is becoming abusive and repetitive, unfairly delaying my withdrawal process.

unfairly delaying my withdrawal process.

Thank you in advance for your attention and support.

Atualização da Reclamação – Documentos continuam sendo recusados sem justificativa

Gostaria de atualizar minha reclamação com uma nova informação.

Verifiquei que, de fato, o depósito que realizei via PIX está dentro do intervalo solicitado pela Lunubet (25/02 a 25/03). O depósito foi feito no dia 17/03/2025, e já enviei todos os documentos disponíveis da conta QESH, incluindo:

O comprovante oficial da transação via PIX, contendo todos os dados necessários (meu nome completo, CPF, valor, data, ID da transação e destinatário);

Um print mostrando o histórico completo de transações da conta — lembrando que a conta foi criada exclusivamente para esse depósito, portanto não há outras movimentações.

Mesmo assim, os documentos continuam sendo recusados sem uma justificativa clara ou objetiva, e a plataforma insiste em solicitar novamente algo que já foi enviado corretamente.

Reforço que estou colaborando totalmente com o processo de verificação e enviando tudo o que é possível pela instituição financeira utilizada. Solicito que a equipe do Casino Guru leve isso em consideração na intermediação, pois trata-se de uma exigência que está se tornando abusiva e repetitiva, atrasando

injustamente meu processo de saque.

Agradeço desde já pela atenção e apoio.

Thank you very much for your reply, Afonso93. Could you please forward all the relevant communication between you and the casino to kristina.s@casino.guru? Alternatively, you can post it here. Thank you in advance.

Hi Kristina, I'll forward it on. But there hasn't been much interaction with them, as they're just refusing my statement, which is the only thing I have at the moment and which they should have approved.

I need them to accept my payment statement. As I explained before, I can also take screenshots of the transactions made at this bank, but this was practically the only one, since I opened this account at the bank and used it only for that.

Ol´a Kristina, vou encaminhar. Porém não houve muita interação com eles, ja que estão apenas recusando meu extrato, que é a unica coisa que possuo no momento e que deveriam ter aprovado.

Preciso que eles aceitem meu extrato de pagamento. Como explicado antes, também posso tirar print das transações feitas nesse banco, porém essa foi praticamente a única, já que eu abri essa conta no banco e usei apenas para isso.

Complaint update - Unable to meet demand

I would like to update my complaint again.

I have received a new reply from Lunubet demanding that I send the bank history of PIX transactions for the months of February and March 2025.

However, this is impossible:

The bank account used was created exclusively to make the deposit with Lunubet, and therefore has no transactions prior to March.

I've already sent it:

The official receipt of the deposit transaction (with all the details);

A printout of the account's complete transaction history.

There are no other transactions that can be submitted. Lunubet's demand is therefore impractical and is being used as an obstacle to releasing my withdrawal.

I ask that the Casino Guru team please take this into consideration, as I am being prevented from withdrawing a legitimate balance even after complying with all possible documentation.

Thank you for your attention and continued support.

Atualização da Reclamação – Impossibilidade de atender exigência

Gostaria de atualizar minha reclamação novamente.

Recebi uma nova resposta da Lunubet exigindo que eu envie o histórico bancário de transações PIX dos meses de fevereiro e março de 2025.

No entanto, isso é impossível:

A conta bancária utilizada foi criada exclusivamente para realizar o depósito na Lunubet, e portanto não possui nenhuma transação anterior ao mês de março.

Eu já enviei:

O comprovante oficial da transação de depósito (com todos os dados);

Um print com o histórico completo de transações da conta.

Não existe qualquer outra movimentação que possa ser apresentada. A exigência da Lunubet, portanto, é impraticável e está sendo usada como obstáculo para liberar meu saque.

Peço, por favor, que a equipe do Casino Guru leve isso em consideração, pois estou sendo impedido de sacar um saldo legítimo mesmo após cumprir com toda a documentação possível.

Agradeço pela atenção e suporte contínuo.

Thank you very much, Afonso93, for your cooperation. I will now transfer your complaint to my colleague Mirka (miroslava.d@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 Afonso93,

My name is Mirka, 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,

Mirka

We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.

Dear Afonso93,

Thank you for your message.

After reviewing the submitted documentation, we would like to inform you that the provided proof of address (POA) appears to be modified and therefore cannot be accepted. To proceed with the verification, we kindly ask you to submit an unaltered, original document.

Additionally, regarding your transaction history, please note that we require a full overview showing the source of funds — not just the transactions made to our platform. Kindly provide the complete transaction history of the account from which the payment was made to PIX, so our finance team can proceed with a proper review.

If it's easier for you, you're welcome to provide separate transaction histories for the different months involved.

To assist with this, we recommend reaching out to the PIX support service, as they can help you obtain and format the required transaction history properly.

Should you need further assistance or clarification, please feel free to contact us.

Thank you for your cooperation.

Best regards,

LunuBet Support Team

Dear Afonso93,

Could you please confirm, if you have been able to submit the requested documents, that would meet casino's requirements?

Thank you.

Dear Afonso93,

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,
Mirka
Casino.Guru