LunuBet Casino – generel debat (side 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.  

Ja, men jeg har 8000 euro at hæve. Hvis det fortsætter sådan her, vil det tage mig 2 år at hæve min saldo. Det er ikke normalt.

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. 

Hej, jeg har stadig problemer med udbetalinger på LUNUBET-webstedet. Jeg har €26.000 på min konto og €4.000 at hæve. De afviste frivilligt de første udbetalinger, og jeg var nødt til at genaktivere dem. Jeg spurgte og fik at vide, at min bank havde afvist de indgående midler, men da jeg kontaktede min bank, fortalte de mig, at ingen havde sendt noget. Jeg føler mig ubeskyttet, for når jeg spørger, bliver de ved med at bede mig om at vente, men jeg er bekymret for min saldo og de penge, der ikke ankommer til min konto.

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. 

Emne: Bonusser udbetales ikke på trods af opfyldte betingelser + gentagne vildledende indbetalingsanmodninger

Casino: Lunubet

Problemtype: Manglende bonuskredit / Vildledende reklame / Urimelige vilkår og betingelser

Periode: løbende, flere handlinger

Beskrivelse af problemet:

Jeg vil gerne indgive en klage mod Lunubet, fordi jeg ikke har modtaget de bonusser, der blev lovet mig flere gange, på trods af at jeg fuldt ud har opfyldt alle betingelserne.

I løbet af de sidste par uger har jeg modtaget mere end 100 bonus-e-mails fra casinoet, inklusive adskillige kampagner, stjernekoder og indbetalingsbonusser. Bonustilbuddene blev aktivt annonceret (e-mail, pop op-vinduer osv.).

Jeg opfyldte kravene og foretog en indbetaling – men bonusserne blev ikke krediteret.

Da jeg kontaktede supporten, måtte jeg diskutere i over 45 minutter, selvom fejlen tydeligvis lå hos casinoet. I stedet for en løsning fik jeg at vide, at:

Jeg havde ikke aktiveret bonussen korrekt,

mit depositum var "allerede blevet brugt",

og en efterfølgende kreditnota er "udelukket i henhold til vilkår og betingelser".

Efter min mening er dette forkert fordi:

Bonusaktiveringsprocessen var ikke tydeligt kommunikeret.

Indbetalingen blev foretaget udelukkende til bonussen.

Casinoet bad mig gentagne gange om at indbetale igen, så bonussen angiveligt ville blive krediteret.

Dette er ikke en isoleret hændelse, men et systematisk mønster.

Casinoet henviser til sine vilkår og betingelser (7.1 og 7.3), som tydeligvis bruges til at retfærdiggøre casinoets fejl.

Jeg har gemt alle nødvendige skærmbilleder, chathistorik og e-mails.

Casinoets reaktion indtil videre:

Bonusudbetaling afvist

Gentagne yderligere indbetalingsanmodninger

Generelle vilkår og betingelser, tilbud uden en løsningsmodel

En såkaldt "goodwill-bonus", som dog ikke svarer til den lovede handling.

Ingen anerkendelse af det faktiske problem

Hvad jeg forventer af casinoet:

Kreditering af den oprindeligt lovede bonus, da alle betingelser er opfyldt.

Økonomisk kompensation på grund af gentagen vildledende reklame, den ikke-fungerende bonusproces og det høje tidsforbrug.

En klar forklaring på, hvorfor jeg, på trods af 100+ kampagner, aldrig modtog en korrekt krediteret bonus.

Dokumenter / Beviser:

Jeg kan levere følgende materialer:

Skærmbilleder af bonustilbuddene

E-mails (over 100 kampagner)

Chathistorik med support

Skærmbilleder af mine indbetalinger

Skærmbilleder af den afviste bonuskredit

Konklusion:

Jeg anmoder om støtte fra Casino Guru, fordi der efter min mening er tale om gentagne vildledende, urimelige og potentielt svigagtige bonuspraksisser, der ifølge reklamerne lover klare fordele, som derefter ikke bliver opfyldt.

Tak.

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.

Hej og tak for din feedback.

Jeg vil med glæde forklare situationen mere detaljeret.

Jeg havde faktisk flere problemer med forskellige bonustilbud hos Lunubet, som alle opførte sig meget ens.

Jeg vil opsummere de vigtigste punkter:

1️⃣ Gentagne mislykkede bonuskreditter

Jeg har modtaget adskillige bonustilbud via e-mail, pop-ups og kampagner.

Jeg har:

betingelserne er opfyldt

deponeret,

eller anvendte stjernekoder,

Men bonussen blev ikke krediteret, selvom jeg havde gjort alt korrekt.

2️⃣ Supporten bliver ved med at påstå, at jeg "ikke aktiverede det korrekt"

Hver gang supporten siger:

"Bonus ikke aktiveret via menu"

"Indbetaling allerede brugt, derfor bonus udelukket"

Det er ikke helt rigtigt — aktiveringen var ikke tydeligt forklaret, og indbetalingen blev foretaget på grund af bonussen.

3️⃣ Yderligere indbetalingsanmodninger

Jeg fik at vide flere gange:

"Foretag venligst en ny indbetaling, så vil bonussen blive krediteret."

Dette er naturligvis et stort problem, da jeg allerede havde opfyldt de oprindelige betingelser.

4️⃣ Ikke et isoleret tilfælde – over 100 bonus-e-mails

Jeg modtager et ekstremt stort antal bonustilbud (over 100 på kort tid).

Næsten alle fører til de samme problemer:

Bonus ikke modtaget

Support undgår problemet

Altid den samme grund

eller anmodning om yderligere betaling

5️⃣ Eksempel for bedre overblik

Hvis du ønsker det, kan jeg opdele sagerne individuelt og i detaljer.

For eksempel:

Bonus A: opfyldt → ikke krediteret → Support: "ikke aktiveret"

Bonus B: Indbetaling foretaget → yderligere indbetaling er påkrævet

Bonus C: Indtastet stjernekode → ifølge support "udløbet", selvom e-mailen var ny.

osv.

Jeg kan levere skærmbilleder af alle sager (e-mails, indbetalinger, supportchat).

6️⃣ Hvad jeg ønsker mig

Jeg vil blot have det klart forstået:

hvilke bonusser jeg har opfyldt korrekt

hvorfor jeg ikke modtog dem,

og hvad årsagen til de konstante fejlmeddelelser er.

Jeg er parat til at opremse alle sager individuelt med understøttende beviser.

Hvis du fortæller mig, hvilken bonussag vi skal starte med, vil jeg give dig alle detaljerne.

Mange tak! 🙏

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?

Jeg beklager det sene svar; alt er blevet ordnet med dem, så mit indlæg kan slettes.

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.