HomeComplaintsLunuBet Casino - Player's account has been closed after winning.

LunuBet Casino - Player's account has been closed after winning.

Amount: €3,000

LunuBet Casino
Submitted: 27 Dec 2024
Case opened Current status

Waiting for casino to reply

3d 18h 53m 3s

Case summary

The player from Italy faces a problem with withdrawing winnings after successfully winning 3,000 euros. Despite following the casino's withdrawal process, her account is unexpectedly closed and she cannot access her funds, receiving conflicting information from operators.

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Translation

Hello,

I am not an inexperienced player, and nothing like this has ever happened to me before.

After winning 3,000 euros, I followed the usual withdrawal requests of 500 euros each (due to casino limits) and patiently waited to receive my winnings.

After weeks, when I logged into my account, I was informed that it was closed and there is no money!!!!

Every operator says something different…

It is not possible to be robbed like this!!!!

Automatic translation:
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Dear gretamor,

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. 

  • Could you please advise which games you focused on - slots, live casino, sports betting, etc.?
  • Did you pass the verification before you lost access to the account?
  • 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


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 48 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 900 complaints.

Your understanding is greatly appreciated. Wishing you a delightful holiday season, and we will get back to you as soon as possible.

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Translation

Thanks Kristina.

only slots and everything was perfect without bonuses etc

I had 3 withdrawals of 500 euros pending (1 completed) and the other 1500 in the account.

suddenly the account was closed and they say there is no money in it.


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file

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Thank you very much for your reply, gretamor. Is this the only explanation you received from the casino? 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.

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Translation

I have written to online support hundreds of times because they do not respond to emails.

Below I attach some examples of the answers. They do not provide explanations. filefilefilefilefile

Automatic translation:
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Thank you very much, gretamor, for your cooperation. I will now transfer your complaint to my colleague Peter (peter.c@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.  

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Hello there,

Thank you gretamor for providing us with all the information. I hope we'll be able to resolve this issue together.

I would now like to ask LunuBet Casino for their help in resolving this complaint. We would like to know why was the player's account blocked and what can we do to help resolve this issue.

Thank you!

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Dear All,


Thank you for contacting us.


We would like to let you know that we are already in the process of working on this situation. The team is working hard to provide you with the best solution soon.


We will definitely keep you updated on the progress. If you have any further questions or clarifications, please do not hesitate to contact us.


Kind regards,

LunuBet team

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Translation

No one is working on this situation!!! No one has ever responded to my emails!!!!!! I need answers, you hijacked my account and stole my money!

there is no reason!! You can't make anything up because everything was in order!!

Automatic translation:
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Dear gretamor ,


Thank you for your patience.


We would like to draw your attention to the following point of the General Terms and Conditions, which you accepted when creating your account on our website:


9.1 The Website may only be used for personal entertainment purposes only. The following activities are strictly prohibited and will be considered a material breach of these General Terms and Conditions:


-engaging in any fraudulent activities, including, without limitation, using any credit/debit cards or other payment methods or funds not belonging to you, cases were funds are recalled/disputed;


9.4 Should we arrive at a reasonable suspicion that you have engaged in a fraud, any illegal or improper activity, or have otherwise breached the Terms, we reserve the right to take any number of the following action, at our sole and absolute discretion, with or without notice:

<...>

immediately block your account and suspend your access to the Website and/or its services, suspend all pending withdrawal requests and other payments to you for the period of investigation;

void any winnings obtained, cancel any pending withdrawals and confiscate the real money balance of your account;

<...>

We hope this helps clarify the matter for you.If you have any additional questions don't hesitate to contact us.


Kind regards,

LunuBet team

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Thank you for the update LunuBet Casino representative. Would it be possible to provide me with evidence of fraudulent activity? You can forward any information to my email. (peter.c@casino.guru) Thank you in advance for your cooperation!

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Translation

I also ask Casino Guru for support, as you can see Lunubet's response is vague and approximate because they actually don't know how to justify themselves since they are scamming me and have no proof of anything. What have I violated??? put the articles of your code like this without saying WHAT I VIOLATED. Tell me!!!!

Because the reality is that I did nothing wrong and my account was a 100% completely legal account.

It's been over a month, I haven't committed any of the things you mention and I'm definitely not stopping here.

Automatic translation:
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Dear All,


Thank you for contacting us.


We would like to inform you that your request is being processed and we need a little more time to fully resolve it.


We are doing our best to complete the work and provide you with a response as soon as possible.


Thank you for your understanding and patience.


Kind regards,

LunuBet team

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Translation

You have been examining for two months.

you have to pay me my winnings!!!!

I ask Peter for support.

they are making fun of me, they did not send you any explanation, they do not answer emails. You closed my account for no reason!! There are 3000 euros of winnings that you have to pay me!!

Automatic translation:
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Dear All,


Thank you for contacting us.


We would like to assure you that we are already working on your request. Our team is working hard to find the best possible solution. It may take a little longer, but we are working to provide you with an update as soon as possible.


Kind regards,

LunuBet team

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Dear All,


Thank you for your patience.


Kindly be informed that we are checking with relevant department and would get back to you as soon as we have any news from them.


Kind regards,

LunuBet team

LunuBet Casino has 3d 18h 53m 3s to reply

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