The player from Germany had made two withdrawal requests of €500 each at Lunubet, marked as "completed," but had not received the funds. He had contacted support, which escalated the issue to the finance team, but he had experienced similar delays in the past. Additionally, he had three more pending withdrawals totaling €1,150. After persistent communication with the casino, it was revealed that the initial withdrawal requests were not processed due to a technical issue, and the funds were returned to his account. The player faced further complications when attempting to withdraw again, as the system blocked the request due to wagering requirements. Ultimately, after providing alternative bank details, the player confirmed that the withdrawal was successfully credited to his account. The issue was resolved, and the complaint was marked as closed.
LunuBet Casino - Player's withdrawal is marked as completed but delayed.
Case closed
Amount: €2,150
LunuBet Casino
Safety Index:Above averageCase summary
Subject: Withdrawal marked as completed, but no funds received – Lunubet
Hello Casino Guru,
I submitted two withdrawal requests of €500 each at Lunubet on June 10th, 2025.
Both are marked as "completed", but as of June 12th, no money has arrived on my bank account.
In the past few weeks, I’ve used the same payment method at sister casinos, and the money always arrived on the same day or the next business day.
So this delay is unusual and concerning.
I’ve already contacted Lunubet support. They told me they forwarded it to their finance team, but I’ve had a similar experience in the past — where delays kept building up and eventually the withdrawal was returned to balance and had to be requested again.
I want to avoid that happening again.
At the moment, I also have three more pending withdrawals (2 × €500 and 1 × €150), and I would like to make sure that this situation gets resolved properly before it escalates further.
I can provide all relevant screenshots and evidence if needed.
Thank you for your support.
Best regards,
Dear benzj044,
Thank you very much for submitting your complaint. We are sorry to hear about the issue with your withdrawal and understand your concern. However, please bear in mind that it’s quite usual for withdrawals to take a couple of days or even weeks to get fully processed. This means that it may take some time before your money appears in your account. This delay may be caused by unfinished KYC verification or a high volume of withdrawal requests.
That’s why we advise players to be patient, cooperate fully with casino, and wait at least 14 days after requesting their withdrawals before submitting a complaint.
If your account has been successfully verified, your game history checked, your withdrawal approved by the casino, and you still haven't received your winnings by 14 days since requesting the withdrawal, please, let us know and we will intervene and try to help you.
Thank you in advance for your patience and understanding.
Best regards,
Natalia
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.
Hello Natalia,
Thank you for your feedback.
I understand that in some cases there may be delays.
However, this is not the case in my case:
– I don’t need to be verified,
– The payouts were marked as "completed" by the casino on 10.06.2025,
– At sister casinos of the same network, the money was always in my account after a maximum of 1 working day,
– I've already spoken to support – they just said the request was "forwarded to the finance department." I haven't heard anything since.
Since I've had very negative experiences with exactly the same pattern in the past (including the money being returned to my player account after weeks), I don't want to wait until it's too late again.
I am therefore deliberately contacting you early in order to document the process transparently and to achieve clarification in a timely manner.
I remain willing to cooperate with the casino—but please continue to monitor the case. I will contact you again if nothing happens by the beginning of next week.
Thank you!
Thank you for your response, benzj044. I want to highlight that we allow the casino a full two weeks to handle each payment. I will keep this complaint open, and if there is no progress by the end of that period (24.06.2025), we will step in. Let’s remain optimistic, and I hope to receive good news about your withdrawal shortly. Thank you for your patience in advance, and please keep me updated on any further developments.
Hello Natalia,
I haven't received anything yet. Still no update or email from the casino.
I still have no update or response from the casino
Dear benzj044, could you please update me? Have you already received any payments from the casino?
No, Natalia, I haven't received any payments from the casino yet. The live chat always gives the same answers. It's unbelievable.
Dear benzj044, please allow me to ask you a few questions before we proceed:
- Could you please share the screenshot of your withdrawal request?
- Have you made any successful withdrawals before?
- Could you please confirm that you have passed the KYC verification?
- Have you accumulated your winnings with or without an active bonus?
Could you please forward all the relevant communication between you and the casino to [email protected]? Alternatively, you can post the screenshots here.
Thank you in advance.
Hello Natalia,
Today is June 25th, so more than 14 days have passed since I requested two withdrawals of €500 each from Lunubet.
Both were marked as "completed" by the casino on June 10th – but to date, not a single cent has arrived in my bank account.
The support team continues to give only standard answers ("being checked," "forwarded") – there is no clear statement as to whether the money has even been sent.
Since the time limit you set has now been exceeded, I ask you to actively intervene in the case.
Here are the answers to your questions:
✅ Both withdrawals were requested on June 10th and are marked as "completed" according to the system.
✅ I have always had fast and successful withdrawals at sister casinos using the same method – usually within 24 hours.
✅ My account is verified.
✅ No bonus was active – the winnings were achieved without a bonus.
I will now post the screenshots of the two "completed" withdrawals as well as screenshots of the communication with casino support so that everything is fully documented.
Thank you very much – I now expect concrete steps.
The entire process is clearly documented in the screenshots posted here:
🔹 I have written to the VIP manager several times that both withdrawals of €500 each have been marked as "completed" since June 10, 2025, but no money has been received to date.
🔹 I made it clear that I expect clear confirmation from them as to whether the payouts were actually transferred, with which provider, when exactly, and where to.
🔹 The support team always gave only general answers like "we have forwarded it", "we hope to be able to give you an answer soon" or "please be patient".
🔹 Even my direct questions as to whether the money had been sent out at all were not answered.
🔹 I have made it clear in several messages that I will not accept any more empty redirects or excuses – and that I have submitted the matter to Casino Guru.
👉 Nevertheless, not a single concrete piece of information was received, no payment confirmation, no date, no provider – until today, June 25, 2025.
I'm documenting this publicly because I want to present a complete chain of evidence. I hope you'll finally take active action.
Thank you very much, benzj044, for your cooperation. I will now transfer your complaint to my colleague Attila ([email protected]) 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.
Thank you for your feedback, Natalia. I have already explained my issue in detail and now expect a prompt solution.
Thanks in advance.
Hello benzj044,
My name is Attila and I will be assisting you with your case. I hope that together we will come to a successful resolution of your issue.
I would like to request the presence of a representative from the casino in this conversation.
Dear LunuBet Casino,
Could you possibly provide additional information regarding the issue and clarify the situation? I would also appreciate it if you provided us with any and all relevant evidence.
Thank you in advance.
Respectfully,
Attila G
Dear benzj044,
Thank you for your message.
We would like to inform you that the previous withdrawal requests were not completed due to a technical issue. The funds have been returned to your account balance.
Please kindly submit a new withdrawal request — it will be placed on priority processing by our team.
We appreciate your patience and apologize for the inconvenience caused.
Kind regards,
Lunubet Support Team
Dear benzj044, I'd like to ask you to proceed by the casino's instructions and request a new withdrawal.
I cannot withdraw the money at the moment, even though it was previously being processed and fully implemented.
When attempting to withdraw, the following message appears:
> "For withdrawals, each deposit amount must be fully wagered."
A further withdrawal is therefore not possible, even though the balance was previously released.
As you can see in the screenshot, the payout is blocked by the system.
Please resolve the issue immediately so I can reissue the funds as instructed.
Dear LunuBet Casino, could you please clarify why the funds need to be wagered and explain the reason for the withdrawal rejection?
Thank you in advance for your assistance.
Hello Attila,
I have been waiting for a payout of €1,000 from Lunubet since June 10, 2025. Today is June 30, so three weeks have passed.
A few days ago, the amount was refunded to my gaming account due to alleged technical problems.
Since Friday, I've been trying to withdraw the money again – but the system is blocking me with this message:
> "For withdrawals, each deposit amount must be fully wagered."
This is incomprehensible, because the payout was already in process – so the turnover had long since been fulfilled.
As you can see in the screenshots, the VIP manager himself confirmed in the chat that the finance department had not processed the chargeback correctly and that they wanted to adjust it.
But nothing has changed to this day.
I had previously requested a withdrawal of €1,150, but then canceled it and unfortunately lost it.
I now have the €1,000 left in my account, and I expect this amount to be paid out immediately – without further delay.
Please finally make sure that the problem is solved and I get my money.
Thanks.
Dear benzj044,
Thank you for your message.
To proceed with the withdrawal process, please provide us with your bank details via email or directly to your personal VIP manager, including:
Full name (please include all names, including middle name)
Name of bank account holder
IBAN
BIC/SWIFT code
Bank name
Country/location of bank
Upon receipt, we will process the withdrawal, which should appear in your account within a few business days, depending on your bank.
If you have any further questions, please do not hesitate to contact us.
Best regards,
The Lunubet Team
Hello Atilla, hello Lunubet,
As described by Lunubet above, in order to proceed with the withdrawal process, I have now sent all requested data in full by email to the responsible VIP Manager ( ) transmitted.
These include: – Full name
- E-mail address
– IBAN
– BIC/SWIFT code
– Name of the bank
– Location of the bank
- Name of account holder
I assume that the payout will now be processed immediately.
After a delay of more than three weeks, I expect the amount to arrive in my account promptly and without further problems.
I will continue to document the further progress here.
Best regards
Dear benzj044,
At this stage, it should just be a matter of time before the payment reaches you.
I will keep this complaint open until I receive your confirmation of a successful withdrawal.
Kindly let me know as soon as the payment has been received.
Best regards,
Attila G.
Hello Atilla, hello Lunubet,
Yesterday, as requested by Lunubet, I sent all requested withdrawal information to the VIP manager via email.
I also received confirmation directly in the live chat from the VIP manager Kurt that the data had been received and would be forwarded to the finance department.
However, nothing has happened since then.
The money is still in my player account – the withdrawal has not yet been processed or completed.
I request immediate feedback and prompt processing.
The process has been taking over three weeks now, and it cannot be that nothing happens after the data has been completely transmitted.
Hello Atilla, hello Lunubet,
I spoke with Kurt again via live chat. He informed me that the finance team cannot pay out to my specified C24 bank account, even though it has worked without problems in the past.
I then suggested my Skrill email as an alternative – this has also always worked without problems at the sister casinos.
But according to Kurt, the finance team cannot pay out to Skrill either.
As he requested, I finally emailed Kurt my Ferratum bank details. I wanted confirmation in the live chat that the email had been received – but suddenly the chat only showed "Kurt's Assistant," even though it still displayed "VIP Manager."
No matter what I asked, the answer was simply, "You will receive an email from Kurt."
Nothing has happened since then.
The withdrawal has still not been processed, and the money is still in my casino account.
I urgently request that the payment be processed immediately to my Ferratum bank account.
The process is taking far too long now and I finally expect a concrete response
Dear benzj044,
Thank you for your message.
We would like to inform you that your withdrawal has already been successfully processed from our side. At this point, the completion and delivery of the funds depend entirely on your chosen payment provider.
Should you not receive your funds within the next few business days, we kindly recommend contacting your bank or payment provider directly for further updates.
Thank you for your patience and understanding.
Kind regards,
Lunubet Support Team
Hello everyone,
Thank you very much for your support in this matter.
I can confirm that the withdrawal was successfully credited to my account. After apparently failing with my original bank account (C24 Bank), I submitted my Ferratum Bank details, and it worked without a hitch.
I would like to take this opportunity to thank you for your patience and help, and I am glad that the payout is now complete.
I hope that in the future there will be clearer communication when certain payment methods are not possible – especially if they have worked before.
Best regards
Dear benzj044,
We're glad to hear that your issue has been resolved. We'll go ahead and mark the complaint as 'resolved' in our system. We appreciate your cooperation and confirmation. If you ever encounter any issues with this or any other casino in the future, please feel free to reach out to our Complaint Resolution Center. We're here to help.
As you know, we do not charge for our services, nor do we accept any gratuities. However, we would greatly appreciate it if you could take a moment to share your experience with our services on Trustpilot https://www.trustpilot.com/evaluate/casino.guru. An honest review, along with any suggestions for improvement, would be invaluable. Your feedback could help others who may be considering contacting us for assistance with online casino-related issues.
Thank you in advance for your time.
Best regards,
Attila Gorkij
Casino.Guru
