RC
Ryan C
1 reviews | Active since Jun 2014
18 Sept 2025, 16:33
Cannot withdraw funds from wallet
I've recently have had a very poor encounter with this company. I tried to withdraw some funds from my account, only to find that my account was locked. After logging a ticket and finding out why (apparently Luno doesn't allow what they call "card sharing" so one card cannot be used to pay funds into more than one account) The reason why? I have no idea.
To continue, I then had to upload all kinds of documents and answer security questions. I was then forced to change my password to be able to have access to my funds. When trying to change it, I came to realize that the sms feature doesn't work and neither does the push notification. I was then told I needed to upload further documents to change my authorization method from sms to email (I do also get an OTP via email to verify so not sure why it needs a 3 step factor authentication.
After experiencing this, I decided to liquidate and sell up. I had a feeling the same thing happened with my mom's account as one card was used to deposit funds into that account as well. Hers is also blocked. I also see now that you cannot just close the account, but have to submit a form in order to do so as well. There was no blocking when depositing funds, only when withdrawal. Please assist in unblocking these 2 accounts as soon as possible so that I can invest elsewhere
Helpful (0)
Replies (6)0
Replies (6)
Luno's replyOfficial
18 Sept 2025, 19:15Hi Ryan,
We're really sorry to note your encounter with us.
Due to the nature of your concern, we're unable to discuss it on this platform, but we assure you that this matter is currently with a specialized team working to resolve this for you.
Rest assured that our specialized team will ensure you're updated via email accordingly.
We appreciate your cooperation and look forward to resolving this matter.
^LF
We're really sorry to note your encounter with us.
Due to the nature of your concern, we're unable to discuss it on this platform, but we assure you that this matter is currently with a specialized team working to resolve this for you.
Rest assured that our specialized team will ensure you're updated via email accordingly.
We appreciate your cooperation and look forward to resolving this matter.
^LF
Luno's reply18 Sept 2025, 19:15
Official
Hi Ryan,
We're really sorry to note your encounter with us.
Due to the nature of your concern, we're unable to discuss it on this platform, but we assure you that this matter is currently with a specialized team working to resolve this for you.
Rest assured that our specialized team will ensure you're updated via email accordingly.
We appreciate your cooperation and look forward to resolving this matter.
^LF
We're really sorry to note your encounter with us.
Due to the nature of your concern, we're unable to discuss it on this platform, but we assure you that this matter is currently with a specialized team working to resolve this for you.
Rest assured that our specialized team will ensure you're updated via email accordingly.
We appreciate your cooperation and look forward to resolving this matter.
^LF
RC
Ryan C's updateReviewer Update
19 Sept 2025, 05:11I have properly verified myself on your platform as per security measures. I then proceeded to answer all of your security questions and was told to reset my password before account could be unlocked. I attemped to reset my password, however, your system wasn't sending me push notifications or an sms code to do so. I was then told I needed to send yet another photo of myself with a sign saying to change form of authorization to email, which I did. I then got another email saying I needed to reply with a phrase to remove my trusted device (I was told you couldn't proceed until that was done) I now sit without being able to reset my password at all as I keep getting an error saying "Please wait a moment" or "Please wait a moment before retrying"
Please advise on how I can fast track this as it seems as though your team is giving me the runaround and I'm starting to get the feeling that you won't be releasing my funds to me at all
Please advise on how I can fast track this as it seems as though your team is giving me the runaround and I'm starting to get the feeling that you won't be releasing my funds to me at all
RC
Ryan C's update19 Sept 2025, 05:11
Reviewer Update
I have properly verified myself on your platform as per security measures. I then proceeded to answer all of your security questions and was told to reset my password before account could be unlocked. I attemped to reset my password, however, your system wasn't sending me push notifications or an sms code to do so. I was then told I needed to send yet another photo of myself with a sign saying to change form of authorization to email, which I did. I then got another email saying I needed to reply with a phrase to remove my trusted device (I was told you couldn't proceed until that was done) I now sit without being able to reset my password at all as I keep getting an error saying "Please wait a moment" or "Please wait a moment before retrying"
Please advise on how I can fast track this as it seems as though your team is giving me the runaround and I'm starting to get the feeling that you won't be releasing my funds to me at all
Please advise on how I can fast track this as it seems as though your team is giving me the runaround and I'm starting to get the feeling that you won't be releasing my funds to me at all
RC
Ryan C's updateReviewer Update
19 Sept 2025, 14:29Good day
I'm still awaiting on your specialized team to resolve my query. I've had to jump through numerous more hoops to get anyway and now my mails are not being responded to. I need this matter to be resolved today as I doubt I will receive any help over the weekend.
Please assist and request your team advises on an urgent basis to my mail
Please reach out if you need any more information
I'm still awaiting on your specialized team to resolve my query. I've had to jump through numerous more hoops to get anyway and now my mails are not being responded to. I need this matter to be resolved today as I doubt I will receive any help over the weekend.
Please assist and request your team advises on an urgent basis to my mail
Please reach out if you need any more information
RC
Ryan C's update19 Sept 2025, 14:29
Reviewer Update
Good day
I'm still awaiting on your specialized team to resolve my query. I've had to jump through numerous more hoops to get anyway and now my mails are not being responded to. I need this matter to be resolved today as I doubt I will receive any help over the weekend.
Please assist and request your team advises on an urgent basis to my mail
Please reach out if you need any more information
I'm still awaiting on your specialized team to resolve my query. I've had to jump through numerous more hoops to get anyway and now my mails are not being responded to. I need this matter to be resolved today as I doubt I will receive any help over the weekend.
Please assist and request your team advises on an urgent basis to my mail
Please reach out if you need any more information
RC
Ryan C's updateReviewer Update
22 Sept 2025, 08:03It has now been longer than 48 hours since I completed all of your ridiculous requests. I have gotten no feedback, and my account is still locked. You are ********ly withholding my money from me, and it's causing me great concern that you never intend to release it. Please advise soon on the progress to my email address you have on your system.
RC
Ryan C's update22 Sept 2025, 08:03
Reviewer Update
It has now been longer than 48 hours since I completed all of your ridiculous requests. I have gotten no feedback, and my account is still locked. You are ********ly withholding my money from me, and it's causing me great concern that you never intend to release it. Please advise soon on the progress to my email address you have on your system.
Luno's replyOfficial
22 Sept 2025, 11:40Hi Ryan,
I'd like to sincerely apologise for the delay in attending to your request. We're working through a backlog of queries which has caused some delays from our end. We truly appreciate your patience with us.
I can see that your query is currently being reviewed by our specialised team and will provide you with feedback in due course.
You can rest assured that our specialised team will be getting back to you.
Thanks so much for your patience thus far. . ^MF
I'd like to sincerely apologise for the delay in attending to your request. We're working through a backlog of queries which has caused some delays from our end. We truly appreciate your patience with us.
I can see that your query is currently being reviewed by our specialised team and will provide you with feedback in due course.
You can rest assured that our specialised team will be getting back to you.
Thanks so much for your patience thus far. . ^MF
Luno's reply22 Sept 2025, 11:40
Official
Hi Ryan,
I'd like to sincerely apologise for the delay in attending to your request. We're working through a backlog of queries which has caused some delays from our end. We truly appreciate your patience with us.
I can see that your query is currently being reviewed by our specialised team and will provide you with feedback in due course.
You can rest assured that our specialised team will be getting back to you.
Thanks so much for your patience thus far. . ^MF
I'd like to sincerely apologise for the delay in attending to your request. We're working through a backlog of queries which has caused some delays from our end. We truly appreciate your patience with us.
I can see that your query is currently being reviewed by our specialised team and will provide you with feedback in due course.
You can rest assured that our specialised team will be getting back to you.
Thanks so much for your patience thus far. . ^MF
RC
Ryan C's updateReviewer Update
22 Sept 2025, 14:44Good day
I'm pleased to confirm that my account has officially been unlocked. Even though I am not happy with the hoops I had to jump through to get it resolved, I am grateful for your patience in the matter. This matter is now resolved
I'm pleased to confirm that my account has officially been unlocked. Even though I am not happy with the hoops I had to jump through to get it resolved, I am grateful for your patience in the matter. This matter is now resolved
RC
Ryan C's update22 Sept 2025, 14:44
Reviewer Update
Good day
I'm pleased to confirm that my account has officially been unlocked. Even though I am not happy with the hoops I had to jump through to get it resolved, I am grateful for your patience in the matter. This matter is now resolved
I'm pleased to confirm that my account has officially been unlocked. Even though I am not happy with the hoops I had to jump through to get it resolved, I am grateful for your patience in the matter. This matter is now resolved