LunuBet Casino - La cuenta del jugador se cerró después de ganar.

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!!!!

Buongiorno,

non sono una giocatrice sprovveduta e non mi è mai capitata una cosa del genere.

Dopo aver vinto euro 3.000 ho eseguito le normali richieste di prelievo da 500 euro l’una ( limiti casino) e con pazienza aspettavo di ricevere la mia vincita.

Dopo settimane accedendo all’account mi hanno comunicato che è stato chiuso e che non ci sono soldi!!!!

ogni operatore dice una cosa diversa…

Non è possibile essere derubati cosi!!!!

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.

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.

grazie Kristina.

solo slot ed era tutto perfetto senza bonus ecc

avevo 3 prelievi da 500 euro in sospeso (1 completato) e gli altri 1500 sul conto.

improvvisamente l’account è stato chiuso e dicono che al suo interno non ci sono soldi.

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.

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.

Ho scritto centinaia di volte al supporto online perchè alle mail non rispondono.

di seguito allego alcuni esempi delle risposte. Non danno spiegazioni.

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.  

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!

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

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!!

No nessuno sta lavorando su questa situazione!!! Nessuno ha mai risposto alle mie email!!!!!! ho bisogno di avere delle risposte, mi avete sequestrato l’account rubandomi i soldi!

non esiste nessuna motivazione!! Non potete inventarvi niente perchè era tutto in regola!!

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

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!

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.

Chiedo supporto anche a Casino Guru, come vedete la risposta di Lunubet è vaga e approssimativa perchè effettivamente non sanno come giustificarsi dal momento mi stanno truffando e non hanno alcuna prova di nulla. Cosa ho violato??? mettete gli articoli del vostro codice cosí senza dire CHE COSA HO VIOLATO. Ditemelo!!!!

Perchè la realtà è che hon ho fatto nulla di male e il mio account era un account assolutamente legale al 100%.

è passato più di un mese, non ho commesso nulla di quelli articoli che voi citate e io sicuramente non mi fermo qui.

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

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!!

Sono due mesi che state esaminando.

dovete pagarmi le mie vincite!!!!

chiedo a Peter supporto.

mi stanno prendendo in giro, non vi hanno mandato nessuna spiegazione, alle email non rispondono. Mi avete chiuso l’account senza motivo!! Ci sono 3000 euro di vincite che dovete pagarmi!!

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

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

Dear All,

Thank you for your patience.

We would like to inform you and assure you that your request is already under consideration and our team is actively working to resolve it. It may take a little longer than expected, but we will do our best to provide you with a response as soon as possible.

Kind regards,

LunuBet team

Thank you for keeping us updated LunuBet Casino representative, however as it has now been three weeks since I first requested the information I will give you the last 7 days to provide the evidence otherwise I will be forced to close the complaint as unresolved due to insufficient evidence from your side.Thank you for your understanding!

Dear Peter,

We would like to kindly inform you that we have provided you with evidence of fraudulent activity by mail.

If you have any further questions, please do not hesitate to contact us.

Kind regards,

Lunubet Team

No fraudulent activity. Waiting for feedback!!! I want to receive my winnings, you are scamming me

Nessuna attività fraudolenta. Attendo riscontro!!! Voglio ricevere la mia vincita, mi state truffando voi

Dear gretamor, I am in contact with the casino representative, I will keep you updated about any new developments. Thank you for your patience during this time!

Thank you for providing me with the information LunuBet Casino representative.

Dear gretamor, I will have to review this information internally with my team and I will get back to you. Thank you for your patience during this time!

Hi Peter, I've been waiting for my winnings for two months.

As you can see they keep using excuses for not paying. I had the same problem as Lunubet with Spinsy (if you see my two reports) and we managed them together. They answer the same things, on the same day.

Please reanalyze the whole situation and help me.

Thank you

Ciao Peter, sono due mesi che aspetto di avere le mie vincite.

Come puoi vedere continuano ad usare scuse per non pagare. Lo stesso problema di Lunubet l’ho avuto di Spinsy ( se vedi le mie due segnalazioni) e gestiti insieme. Rispondono le stesse cose, lo stesso giorno.

Ti prego di rianalizzare tutta la situazione e di aiutarmi.

grazie

Dear gretamor, as I explained earlier the casino had banned your account due to chargeback fraud at the Nomini project. We take chargebacks seriously as doing so can result in your blacklisting in the whole of the industry. I am trying to determine if you have had the account at Lunubet Casino already opened at the time of the chargeback in which case we would consider the casino's steps justified. If you have any information regarding the chargeback at the Nomini project I would appreciate it if you could share it. Thank you!

Absolutely not!! I only know that I won and Nomini paid me at the time! No fraud!

Assolutamente no!! Mi risulta solo che ho vinto e nomini all’epoca mi aveva pagato! Nessuna frode!

Thank you for the clarification. Would it be possible to provide me with any bank statement or other payment option document that would show the deposits and withdrawals to Nomini casino? You can forward any information to my email. (peter.c@casino.guru) Thank you in advance for your cooperation!

Hi Peter, I have successfully withdrawn my winnings from Nomini Casino! I have all the emails that prove it! What are they making up??? They are the ones who have to prove if there are problems! They have not paid me a winnings for months!! MONTHS. If they claim that I did something they have to prove it! And this case is still open. I kindly ask you for help

Ciao Peter, dal casino Nomini ho prelevato correttamente la mia vincita! Ho tutte le email che lo dimostrano! cosa si stanno inventando??? sono loro che devono dimostrare se ci sono dei problemi! Non mi stanno pagando una vincita da mesi!! MESI. Se loro sostengono che ho fatto qualcosa lo devono dimostrare! E questo caso è ancora aperto. Ti chiedo gentilmente un aiuto

Hello gretamor,

We would like to update you that due to Peter, your designated resolver, being on vacation, we have opted to extend the timeline by an additional 7 days. Since Peter has an in-depth understanding of your situation and maintains direct communication with the casino, we find this extension justified. Your patience is sincerely appreciated, and I assure you that Peter will contact you at the earliest opportunity.

Thank you for your understanding and ongoing patience.

Best regards, Casino Guru

Dear gretamor, I apologize for the lack of response. Could you provide me with a statement or screen capture of your successful withdrawals from Nomini Casino? You can forward any information to my email. (peter.c@casino.guru) Thank you in advance for your cooperation!

Dear gretamor,

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.

Hi, I'll send the email right away!

Ciao mando subito la mail!

Dear gretamor, I have not received any information from you; as such, I am forced to reject the complaint until you provide us with the requested evidence. You can request to reopen the complaint at any time. Thank you for your understanding.

Best regards,

Peter