LunuBet Casino - Player is blocked from withdrawing winnings.

Hello, I have been trying to withdraw a sum of 500€ from this casino for over a week now and every time, Lunubet Casino cancels the withdrawal, saying that the payment service provider has canceled the withdrawal. I have tried two different methods: Zimpler and credit card. I'm starting to doubt whether I'll ever be able to withdraw my funds. I have sent a lot of messages to the chat and every time, they just say that my withdrawal has been canceled due to "technical reasons". I need help solving this problem.

Dear Maddeboi,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please allow me to ask you a few questions, so I can understand the whole situation completely. 

• Have you made any successful withdrawals before? 
• Could you please confirm that you have passed the KYC verification?
• Did you accumulate your winnings with or without an active bonus?

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

Best regards,

Kristina

Please be aware: At Casino.Guru, we never ask for your casino account password. While we may request information, we never seek access to your account. Please refrain from sharing your password with any third party. We primarily communicate through official threads, occasionally via email for requested supporting evidence or relevant communication.

Hey,

I have not withdrawn Lunubet from a casino before.

I have not done the KYC process because it has not been required, the confirmation point in my profile is fine. I have told lunubet that I can gladly do the KYC process if they require it.

I haven't had a bonus while playing and the amount of €500 is shown on my account as a "correct balance".

I have sent emails with them and they say that I cannot do my withdrawal due to technical problems. I have asked them for a screenshot regarding the technical problem with the withdrawal, but I have not received anything from them.

hope this problem was solved easily.

Thank you!

Thank you very much for your reply, Maddeboi. Could you please post a screenshot of your withdrawal history here in this thread?

Additionally, 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.

Hey,

I got the money into my account now, this was because I had made a deposit using the mastercard method and I tried to withdraw my funds to a debit card, but for some reason it didn't work. I was able to withdraw my money to the credit card.

thanks for your help though, this issue is now resolved and you can close it.

Dear Maddeboi,

I'm glad to hear that your issue has been resolved successfully. I will now mark the complaint as 'resolved' in our system. 

Thank you for your cooperation, and please do not hesitate to contact our Complaint Resolution Center if you run into any issues with this or any other casino in the future. We are here to help.

Best regards,

Kristina

Casino.Guru