LunuBet Casino - general discussion (page 3)

Yes, you're right that the casino should always follow this rule, and if they have it on their website, they should stick to it.

Unfortunately, sometimes this isn't the case, so I would always take it with a grain of salt.

Let's wait and see how it turns out this time. Once you withdraw your money, you can decide whether you want to continue playing there.  

Yes but I have 8000 euros to withdraw, if it goes on like this it will take me 2 years to withdraw my balance, it's not normal

If the casino only pays you 500 for two weeks or something like that, as I said, you can file a complaint with us and our team will try to help.

If they have a limit of 500 per day, I don't think it should take more than a week or so. 

Hello, I'm still having problems with withdrawals on the LUNUBET website. I have €26,000 in my account and €4,000 to withdraw. They voluntarily declined the initial withdrawals, and I had to reinstate them. I inquired and was told that my bank had rejected the incoming funds, but when I contacted my bank, they told me no one had sent anything. I feel unprotected because when I ask, they keep telling me to wait, but I'm worried about my balance and the money that isn't arriving in my account.

If you are still having problems, I would recommend opening a complaint.

You can do so here at this link. ⬅️

I hope this helps.

It occurred to me that when the casino said the bank might have a problem, perhaps you have another payment method you could use and agree on with the casino. 

Subject: Bonuses not paid out despite fulfilled conditions + repeated misleading deposit requests

Casino: Lunubet

Problem type: Missing bonus credit / Misleading advertising / Unfair terms and conditions

Period: ongoing, multiple actions

Description of the problem:

I would like to file a complaint against Lunubet because I have not received the bonuses that were promised to me on several occasions, despite having fully met all the conditions.

Over the past few weeks, I have received more than 100 bonus emails from the casino, including numerous promotions, star codes, and deposit bonuses. The bonus offers were actively advertised (email, pop-ups, etc.).

I met the requirements and made a deposit – but the bonuses were not credited.

When I contacted support, I had to argue for over 45 minutes, even though the error was clearly with the casino. Instead of a solution, I was told that:

I had not activated the bonus correctly,

my deposit had "already been used",

and a subsequent credit note is "excluded according to the terms and conditions".

In my view, this is incorrect because:

The bonus activation process was not clearly communicated.

The deposit was made exclusively for the bonus.

The casino repeatedly asked me to deposit again so that the bonus would supposedly be credited.

This is not an isolated incident, but a systematic pattern.

The casino refers to its terms and conditions (7.1 and 7.3), which are obviously being used to justify the casino's mistakes.

I have saved all necessary screenshots, chat histories, and emails.

The casino's reaction so far:

Bonus payment rejected

Repeated additional deposit requests

General terms and conditions quotes without a solution approach

A so-called "goodwill bonus", which, however, does not correspond to the promised action.

No recognition of the actual problem

What I expect from the casino:

Credit of the originally promised bonus, as all conditions have been met.

Financial compensation due to repeated misleading advertising, the non-functioning bonus process, and the high time expenditure.

A clear explanation of why, despite 100+ promotions, I never received a bonus correctly credited.

Documents / Evidence:

I can provide the following materials:

Screenshots of the bonus offers

Emails (over 100 promotions)

Chat history with support

Screenshots of my deposits

Screenshots of the denied bonus credit

Conclusion:

I am requesting support from Casino Guru because, in my view, these are repeated misleading, unfair, and potentially fraudulent bonus practices that promise clear advantages according to the advertising, which are then not fulfilled.

Thank you.

Hello, there! Welcome to the forum.

I hope you don't mind a bit of introducing. 🙂 This is a public forum where players discuss their topics and share experiences. To keep up with your report, though, you won't get any official Casino Guru statement nor can you file a complaint like this, I'm afraid.

If you want to complain, repeat the same steps as you did with Robocat Casino. 🙏

So, since there are two of us now, do you care to explain what seems to be the issue with the Lunabet and the bonuses, please?

As far as I can conclude, you have had more than one issue with several bonuses, which included different claim forms.

You see, without knowing concrete specifics for each bonus and each claim attempt, we won't advance very far here.

Feel free to describe each situation separately and include as many details as you can.

Then I am confident we can come up with something concrete too.

Hello and thank you for the feedback.

I'd be happy to explain the situation in more detail.

I actually had several problems with different bonus offers at Lunubet, which all behaved very similarly.

I'll summarize the most important points:

1️⃣ Repeatedly failed bonus credits

I have received several bonus offers via email, pop-ups and promotions.

I have:

the conditions are met

deposited,

or star codes used,

But the bonus was not credited, even though I had done everything correctly.

2️⃣ Support keeps claiming that I "did not activate it properly"

Every time the support says:

"Bonus not activated via menu"

"Deposit already used, therefore bonus excluded"

That's not quite right — the activation wasn't clearly explained and the deposit was made because of the bonus.

3️⃣ Additional deposit requests

I was told several times:

"Please make another deposit, then the bonus will be credited."

This is obviously a big problem, since I had already fulfilled the original conditions.

4️⃣ Not an isolated case – over 100 bonus emails

I receive an extremely large number of bonus offers (over 100 in a short period of time).

Almost every one leads to the same problems:

Bonus not received

Support avoids the issue

Always the same reason

or request for further payment

5️⃣ Example for better overview

If you wish, I can break down the cases individually and in detail.

For example:

Bonus A: fulfilled → not credited → Support: "not activated"

Bonus B: Deposit made → another deposit is required

Bonus C: Starcode entered → according to support "expired", even though the email was new.

etc.

I can provide screenshots for every case (emails, deposits, support chat).

6️⃣ What I wish for

I simply want it to be clearly understood:

which bonuses I have correctly fulfilled

why I didn't receive them,

and what the cause of the constant error messages is.

I am prepared to list all cases individually with supporting evidence.

If you tell me which bonus case we should start with, I will give you all the details.

Thank you so much! 🙏

Hello, I truly appreciate the efforts. Let me add a few questions, please. I want to fully understand this situation. 🙏

Point 1: "But the bonus was not credited, even though I had done everything correctly." Am I correct in understanding that the casino did not pay out the bonus winnings?

What was their explanation, please?

Points 2,3,4,5: Okay, there is not much to verify, I'm afraid. Are you talking about a group of bonuses at once or several different bonuses with different approval systems? I honestly can't even tell whether those are deposit bonuses or free bonuses.

I'm trying to say that without a detailed explanation of every single bonus issue, including its full terms and conditions, we won't get far.

🙁

Though I'd say you are correct, the casino should explain it all to you. Perhaps if we try to look into that from another angle, it might work.

Can you share all the explanations you got thus far for each bonus separately from the casino support?

I'm sorry for the late reply; everything has been sorted out with them, so my entry can be deleted.

That is really nice you have resolved everything. Thank you for informing us.

Hello, I’m playing on LunuBet. I’ve wagered around CZK 5,000,000, and now, after a long time (about a year), I finally won CZK 1,840,000. Suddenly they are requesting verification (yes, I know I should have completed it earlier), but they are delaying it terribly — it has already been a week.

The issue was supposedly with my proof of address. They clearly stated that a bank statement would be sufficient, yet I provided 3 official documents showing my address, and I honestly do not understand why they are asking for proof that I pay electricity and water bills in my own name. That is absurd — it is not a requirement for permanent residence.

So I provided a confirmation letter from my bank, and afterward I was no longer able to upload any more files in the verification section, allegedly because they were reviewing it internally. Because of that, I also sent them an official population register extract through email via the VIP manager.

Now they have been "looking into it" for an entire week, even though their website states the process should take 24 to 48 hours. Every day I ask the VIP manager whether there is any update, and every day I’m told it will be done "ASAP." Sure.

I really do not like this approach. A person deposits money there for a year, loses more money than thousands of people combined, and then receives this kind of treatment. I would at least expect proper VIP-level support.

Could someone from your side please look into this for me?

Thank you.

Hi, I see you're having a problem with KYC. 

You say you're having trouble with proof of address. What the casino is asking for, i.e., an electricity or water bill where your address is clearly visible, is quite common among casinos. I've seen it hundreds of times, I'd say.

If you sent them some alternatives because you can’t get the specific document the casino requires, that’s fine. You did the right thing by proving your address in multiple ways. I know it can sometimes be a problem to get that information to show up on the document they require. 

But we give casinos 14 days to resolve this process. If they’re doing it manually, that might be why it’s taking longer, so I’d wait a few more days. When you’re approaching two weeks and nothing has changed, definitely give me an update and we’ll try to help.

Can you hold out a little longer? 

Hello,

It has now been 3 weeks since this started, and for the third week in a row there has been an issue with verifying my address. I have already explained more than 10 times to Live Chat and to the VIP advisor that I live with my parents, which means I do not have a rental agreement, and the utility bills are not in my name.

I have provided:

a bank statement from 2 months ago with my name, address, and date,

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

and most importantly, an official population register extract — a government-issued document that carries far more authority than the documents they are requesting.

None of these documents should be in conflict with their verification requirements. Despite this, my documents have been repeatedly rejected for 3 weeks. On the 10th attempt, nobody even explained what exactly is wrong or what additional document is required. From my perspective, this is starting to feel like harassment.

I genuinely do not know what else I can provide. We are not going to transfer household bills into my name just so the casino can approve a document that should have already been accepted.

Could you please contact them or escalate this matter? I am running out of patience.

Sure, if you're still having problems and the casino won't say exactly what the issue is, I'd file a complaint with us. That's the only way we can help you. If I were you, I would have done it sooner, because you'll need to be patient throughout this process as well.

You can find the link to the complaint form here.

Also, the casino’s safety index is pretty bad, so I’m curious to see how they’ll handle this and whether they’ll even talk to us.

But we’ll find out all that when the time comes.