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i made an account i play slots i won 5000 and they blocked my withdrawal and every action in my account. In the chat they say that the desicion of closing the account cant change and they dont give a reason why this is happening

Dear milanezos,

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 clarify if you are unable to access your casino account at the moment?
• Did you pass the 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

I can log into my account yes. As for verification, I was never asked to verify. When I went to do it, it told me that verification was not needed. I collected the winnings without any bonuses at all. I made a deposit, played the slots and won. When I asked for a withdrawal, they canceled it and told me that we are not paying you because this was decided by the administration. I have never experienced such treatment from any company. We are talking about real theft of money.

μπορω να μπω στο λογαριασμο μου ναι.οσο για την επαληθευση δεν μου ζητηθηκε ποτε να κανω επαληθευση.οταν πηγα να κανω μου ελεγε οτι δε χρειαζεται επαληθευση.τα κερδη τα συγκεντωσα χωρισ κανενα απολυτως μπονουσ.εκανα καταθεση επαιξα στα slots και κερδισα. οταν ζητησα αναληψη μου την ακυρωσαν και μου λενε οτι δε σας πληρωνουμε γιατι αυτο αποφασισε η διοικηση. δεν εχω ξανα ζησει ποτε μου τετοια αντιμετωπιση απο καμια εταιρια. μιλαμε για πραγματικη κλοπη χρηματων

Thank you very much for your reply, milanezos. 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.

Thank you very much, milanezos, for your cooperation. I will now transfer your complaint to my colleague Adam (adam.m@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 milanezos,

I have reviewed your case and will contact the casino to see if I can help. In the meantime, can I ask you to please clarify from which country you have registered and played at the casino?

We would like to invite LunuBet Casino to join the conversation and participate in the resolution of this complaint.

Dear LunuBet Casino,

Can you please provide an explanation for the closure of the player's account?

Kind regards,

Adam

Good evening Adam. I am writing from Greece. I played slots, I won in a game called Anubis, and as soon as I asked for a withdrawal, they closed my account. After a few days, they opened my account, but they have disabled the withdrawal service.

καλησπερα αδαμ.εχω γραφτει απο την ελλαδα.επαιξα στουσ κουλοχερηδες κερδισα σε ενα παιχιδι που λεγετα anubis και μολις ζητησα αναληψη μου κλεισαν το λογαριασμο.μετα απο μερες μου ανοιξαν το λογαριασμο μου αλλα μου εχουν απενεργοποιημενη την υπηρεσια της αναληψης

At this moment my account has $7,000 in it and it is all taken from slot machines. This is real theft. I beg you from the bottom of my heart to help me.

αυτη τη στιγμη ο λογαριασμος μου εχει μεσα 7.000$ και ειναι ολα κεδισμενα απο κουλοχερηδες.ειναι κλοπη πραγματικη αυτο που γινεται.σας παρακαλω πολυ μεασα απο την καρδια μου βοηθηστε με

Hello milanezos,

Thank you for your reply.

We must wait for the casino to respond in order to proceed further.

Kind regards,

Adam

Dear all,

We hope that you are doing well!

We would like to inform you that in order to pass verification, you need to provide a statement from your crypto wallet for the month of February, including incoming and outgoing transactions in PDF format, which will show the deposit to our casino. This transaction was missing from the statement you provided, so please download the current document to continue the verification process, thank you for your understanding.

If you need additional help, you can contact us via chat or email.

Best regards,

Lunubet casino support team.

Hello LunuBet Casino,

Many thanks for your response and clarifying the situation.

Dear milanezos,

It appears that access to your funds has been blocked while the verification process is being completed. Are you able to provide the relevant documentation to the casino?

Kind regards,

Adam

I have sent all the documents requested but the withdrawal still remains closed.

εχω στειλει ολα τα εγγραφα που μου ζητηθηκαν αλλα ακομα η αναληψη παραμενει κλειστη

Thank you for the update, milanezos.

Dear LunuBet Casino,

Can you please confirm receipt of the documents, and let us know if anything else is required?

Kind regards,

Adam

They asked me for my deposit history from binance. I downloaded it from the app. My transaction is clearly visible and they kept asking me for it because they don't want to open my withdrawal. These are terrible things. I've never seen them before in my life. I chat with them and they hang up on me while I'm talking to them. I'VE SENT THEM EVERYTHING BUT THEY'RE FUNNY WITH ME.

μου ζητησαν το ιστορικο των καταθεσεων απο τη binance . το κατεβασα απο την εφαρμογη .φαινεται ξεκαθαρα η συναλλαγη μου και αυτοι μου το ξαναζητανε γιατι δε θελουν να μου ανοιξουν την αναληψη.αυτα ειναι τρομερα πραγματα.δεν τα εχω ξαναδει ποτε στη ζωη μου΄.Τους κανω chat και με κλεινουν την ωρα που τους μιλαω.ΤΟΥς ΕΧΩ ΣΤΕΙΛΕΙ ΤΑ ΠΑΝΤΑ ΑΛΛΑ ΑΥΤΟΙ ΜΕ ΚΟΡΟΙΔΕΥΟΥΝ.

Dear milanezos,

We hope that you are doing well!

Your account has been successfully verified. You can now make withdrawal requests. We wish you good luck!

If you need additional help, you can contact us via chat or email.

Best regards,

Lunubet casino team.

Thank you for your response, LunuBet Casino.

Dear milanezos,

Please let us know when you have successfully made your withdrawal and we will close the complaint as resolved.

Kind regards,

Adam

Yes, as soon as it happens, I will inform you directly.

ναι μολις γινει θα σας ενημερωσω κατευθειαν

Dear milanezos,

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.

It appears that this issue may have been resolved, but without confirmation from the player we are forced to reject this complaint.

The player can reopen this complaint anytime.