LunuBet Casino - Spiller kæmper med langvarig verifikationsproces.

Hello, I hope that this will resolve something.

This complaint is about Lunubet Sports Betting.

For 15 days now, Lunubet has been inventing new reasons why they can't verify me. I just want to withdraw €400 and leave their platform.

Every time I fulfill their requirements, they ask for something else.

For example:

I uploaded my ID and an address confirmation from a letter I received from my insurance company.

They told me to upload the documents from Germany without a VPN - I did, but nothing happened.

When I asked them why it's taking so long, suddenly they demanded a different form of address confirmation. So, I uploaded a letter from the financial authority in Germany, but they rejected it.

Ok, I thought, I’ll ask the city of Berlin to confirm my address in a letter. I received the letter in a PDF. Lunubet said that would be fine, but upon uploading, there was no response. I asked them via email and received the most absurd request that made no sense, and so now I am seeking help.

They're now demanding a Word document, not a PDF.

When I question this, they apologize for the automated message???

This all seems like a repeating game to me.

Am I supposed to upload the PDF like before without any reference to what was wrong?

It all seems pointless and we're going in circles.

What should I do?

In my situation, €400 is a lot of money :(

Hallo, ich hoffe, das löst etwas.

Es geht um Lunubet Sportwetten.

Seit 15 Tagen erfindet Lunubet neue Gründe, warum sie mich nicht verifizieren können. Ich möchte nur 400€ auszahlen und sie verlassen.

Wenn ich tue, was sie verlangen, bitten sie um etwas anderes.

Zum Beispiel:

Ich lade meinen Ausweis und eine Adressbestätigung von einem Schreiben meiner Krankenkasse hoch.

Sie sagen, ich solle ohne VPN aus Deutschland hochladen - gemacht, nichts passiert.

Ich frage sie, warum es so lange dauert, plötzlich verlangen sie eine andere Form der Adressbestätigung. Ich lade nun ein Schreiben vom Finanzamt in Deutschland hoch, und sie lehnen es ab.

Ok, denke ich, dann werde ich das Land Berlin bitten, meine Adresse in einem Schreiben zu bestätigen. Ich bekomme das Schreiben als PDF. Lunubet sagt, das ist in Ordnung, ich lade es hoch, keine Reaktion. Ich frage sie per E-Mail und bekomme die absurdeste Anfrage, die keinen Sinn ergibt, und jetzt suche ich nach Hilfe.

Sie verlangen jetzt ein Word-Dokument, kein PDF.

Auf Nachfrage wird sich entschuldigt für diese Nachricht die automatisch verschickt wird???

Und das Spiel geht von vorne los.

Ich soll das PDF hochladen so wie vorher ohne darauf bezug zu nehmen was falsch war?

Es bringt alles nichts und wir drehen uns im Kreis.

Was soll ich machen?

400€ sind in meiner Situation viel Geld :(

Dear hilfebitte,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem.

Please understand that KYC is a very important and essential process, during which the casino makes sure that the money is sent to the rightful owner. As they don't have the luxury of being able to physically see all of the players and check their identification and documents, this is the only way gambling establishments are able to complete the verification procedures. None of the serious and licensed casinos take KYC lightly and it might take a few working days to complete this thorough process.

• Could you please list which documents you have already provided and when exactly did you send the last one?
• Could you please share your communication with the casino? Send emails or chat transcripts to my email at tomas@casino.guru, or post screenshots here

I hope we will be able to help you to resolve this issue as soon as possible. Thank you in advance for your reply.

Best regards,

Tomas

Hi in my text i already mentioned everything i send.

- Proof of adress from a letter from my insurance company - 15 days ago

- proof of adress comfirmation from the state berlin (2 days old) - 3 days ago

- id - 15 days ago

i will forward you everthing via mail the communication with them.

thank you

Thanks for your messages.

I believe the casino won't accept your proof of address if it's a letter from your insurance company, as these kinds of documents are not usually accepted.

Are there any other documents you might provide to the casino, that would satisfy the conditions set up by the casino?

Please understand that verification is necessary when requesting a withdrawal, and we can't argue against the casino skipping the process, once it has already begun.

I'll await your reply.

Yes, as already mentioned, the last proof is from the state

- Proof of address confirmation from the state of Berlin (2 days old) - 3 days ago

I'm sure I can provide a lot more evidence, but it won't be accepted - that's the reason and nobody will tell me why.

Ja wie bereits erwähnt der letzte Nachweis ist vom Staat

- Adressnachweis Bestätigung des Landes Berlin (2 Tage alt) - vor 3 Tagen

Ich kann sicher noch etliche Nachweise nachlegen, aber sie werden nicht akzeptiert daran liegt es und keiner sagt mir warum.

Thank you very much, hilfebitte, for providing the necessary information. I will now transfer your complaint to my colleague Natalia (natalia.b@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.  

Hi hilfebitte,

I've just reviewed your case and am sorry to hear about your struggles with verification. I will try to help you by contacting the casino. We'll see what can be done when they reply.

Dear LunuBet Casino, I'd like to invite you to join this conversation and participate in the resolution of the player's complaint. Could you please share more information regarding the case? Would you please specify if you have already received documents for proof of address from the player? Have you reviewed them, were some details missing?

I'm looking forward to hearing from you. In case of any supporting evidence, feel free to send it to my email natalia.b@casino.guru.

Kind regards,

Natalia

Dear all,

Hope you are doing well.

We would like to inform you that the proof of address submitted by the player has been edited and we are unable to accept modified documents. We require an original PDF file, such as: Bank statement, bank letter, utility bills such as: Gas/water/electricity, any government document etc.

As a rule, we do not accept documents that have been edited with the Microsoft Office Word text editor. In our case, this software was used so we cannot be 100% sure that it is an original, so we play it safe and only accept originals. If you wish, we can provide the appropriate screenshots and files to your email to prove that this is the player file and that it was created or modified in Microsoft Word (you can check the file history using Adobe Acrobat).

We hope for your understanding and cooperation.

Best wishes,

LunuBet Casino Representative

But that's not true? I downloaded it from the website and uploaded it.

I don't understand why Word shows it?

It is possible that the office uses Word to enter the data and then converts it to PDF?

Is there any way I can send the file here again so that only Casinoguru and you can see it?

Your system is broken anyway, you have already apologized to me and admitted it, for example with the bonus calculation etc.

Is there a way to verify it manually via email?

Aber das ist doch nicht wahr? Ich habe es so von der Website runtergeladen und hochgeladen.

Ich verstehe nicht warum es Word anzeigt?

Es kann sein, dass das Amt Word benutzt, um die Daten einzutragen und dann es in PDF umwandelt?

Kann ich die Datei irgendwie nochmal hier schicken, dass es nur Casinoguru und sie sehen?

Euer System ist sowieso kaputt, dafür habt ihr euch auch schon bei mir entschuldigt und es zugegeben zb bei der Bonusabrechnung usw.

Gibt es eine Möglichkeit es per Mail manuell zu verifizieren?

Thank you, LunuBet Casino. We have received the document from the player previously, and after checking the document properties, I can see the mention of Microsoft Office Word, too.

Dear hilfebitte, would you please specify, how you requested the City of Berlin to provide you with the above-mentioned letter? Have you received it from their official email? If yes, would you please forward this email (my email is natalia.b@casino.guru)? Or have you downloaded it from somewhere?

Additionally, do you have any alternative documents, e.g. any bank statements where your address is mentioned? Or utility bills, in case it's your property and you pay the bills. If you rent the flat, maybe you have an official rent agreement?

Hi, Natalia thanks for the answer!

I just requested the same thing again and recorded it.

I have sent this video of the application and the new document to the email address.

Nothing is sent, I can only download the file.

I don't pay for electricity and gas because I live in my grandfather's apartment.

There is no address on my bank statement for data protection reasons. I have attached a screenshot.

We have drawn up a rental agreement, but the documents are somewhere and difficult to find.

I would prefer if we could solve this differently.

If I was promised that if I sent the rental agreement I would be verified immediately, I would do this work, otherwise not.

Best regards

Hi, Natalia danke für die Antwort!

Ich habe soeben nochmal das gleiche beantragt und es aufgezeichnet.

Dieses Video vom Antrag und das neue Dokument habe ich an die E-Mail-Adresse geschickt.

Es wird nichts zugeschickt ich kann die Datei nur herunterladen.

Ich zahle keine Strom & Gas da es die Wohnung von meinem Opa ist, wo ich wohne.

Auf meinem Kontoauzug steht keine Adresse aus Datenschutzgründen ein Screenshot habe ich beigefügt.

Einen Mietvertrag haben wir gemacht allerdings sind Unterlagen irgendwo und schwer zu finden.

Es wäre mir lieber, wenn wir es anders lösen könnten.

Wenn mir versprochen würden würde, dass wenn ich den Mietvertrag schicke ich sofort verifiziert werden würde, würde ich diese Arbeit machen, ansonsten nicht.

liebe Grüße

Thank you for the additional details, hilfebitte.

Dear LunuBet Casino, I have received the screen recording from the player, in which it can be seen that he downloaded the document from his account on service.berlin.de. Let me know if you want me to forward this video or if the player can send the recording on his own so that you can evaluate it and consider it as proof of the document's validity.

Dear Natalia,

Thank you for your reply.

We will agree to review the player's video, so we ask you to send us the video to support@lunubet.com. Also, we would like to ask you if you have checked whether the video has been edited and if you have checked the metadata of this video?

We are waiting for your letter and response.

We hope for your understanding and cooperation.

Best wishes,

LunuBet Casino Representative

Dear LunuBet Casino, I have just forwarded you the email, please check my message.

This reaction is crazy, I have never experienced anything like this in my life and I have probably tried 40 bookmakers.

"Check if the video was faked"

How can you be so suspicious?

As if it would be worth it to put in so much effort just to cash out some money where you also have to be lucky.

I really don't understand and at this point it should be clear that the casino is not interested in solving it simply and sensibly.

Luckily there is Casinoguru 🙏.

Verrückt diese Reaktion, ich habe in meinem Leben noch nie sowas erlebt und ich habe betimmt schon 40 Buchmacher ausprobiert.

,,Überprufen ob das Video gefälscht wurde"

Wie kann man nur so misstrauisch sein?

Als ob es sich so sehr lohnen würde, soviel Mühe reinzustecken, nur um dann etwas Geld auszahlen zu lassen wo man auch noch Glück haben muss.

Verstehe ich wirklich nicht und hier sollte spätestens klar werden, dass das Casino nicht daran interessiert ist es einfach und vernünftig zu lösen.

Zum Glück gibt es Casinoguru 🙏.

Dear Natalia,

Thank you for your reply.

We are grateful for your cooperation and the files you sent. We have sent a reply to your email address, kindly ask you to read our letter, we will be waiting for your reply.

We hope for your understanding and cooperation.

Best wishes,

LunuBet Casino Representative

Dear LunuBet Casino, I sent you a reply on Friday 31/5/2024. Please, let me know if you have any further comments.

Dear hilfebitte, just to keep you updated: the casino expressed certain suspicions regarding the name of the document, though it didn't provide any feedback regarding the content of the recording itself, therefore we'll need some more time for a discussion.

Dear all,

Hope you are doing well.

Based on our procedures for accepting documents, unfortunately, we are unable to verify an account if we have doubts about the authenticity of the document. However, as an exception in this situation, we may pay funds on the balance to the client and approve withdrawals for an unverified account for the first time. 

Please note that if the client does not provide another document, the account cannot be verified and we will insist on another document to confirm the client's address for further processing of withdrawals that exceed the balance.

Dear Hilfebitte, please let us know when you will make a withdrawal request.

Best wishes,

LunuBet Casino Representative

I just applied!

Ich habe soeben beantragt!

Happy News! 🥳

They still dont believe me that i live in Berlin but i dont care, I finally got my money without verification!!!!

Thank you so much casinoguru for your support and that some competence entered the discussion 🙏❤️💙🖤

Thank you, LunuBet Casino, for your cooperation in this matter.

Thank you for confirmation, hilfebitte. After successfully resolving the problem, we will mark the complaint as 'resolved' in our system. If you encounter any issues with this or any other casino in the future, please do not hesitate to contact our Complaint Resolution Center. Our goal is to assist you.

As you know, we do not charge for our services, nor do we accept any gratuities. However, we would appreciate 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 and any suggestions you may have to improve our complaint resolution and mediation process would be greatly appreciated. Your feedback could prove helpful to others who are considering contacting us about any online casino-related issues. Thank you in advance for your time. 

Best regards,

Natalia

Casino.Guru