| stars | Number of experiences |
|---|---|
| 5 stars - Excellent | 26 |
| 4 stars - Great | 8 |
| 3 stars - Average | 4 |
| 2 stars - Poor | 9 |
| 1 star - Bad | 41 |
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Stay away! SCAM
Account locked, no replies from customer service!
My account on Luno has been blocked. The customer service replies once a week with more questions to me.
No progress since 13th of July.
I can not withdraw or sell bitcoin. That’s strange because I am losing money and I am completely dependent on your customer service?
Advice? Stay away! Scam!
In case you reply asking my ticket number - it is here. Ticket number #470136.
I’m looking for people to join a class action to file a lawsuit against Luno claiming compensation of harm. If you have experienced the same and lost money - kindly contact me via Facebook with more information and I will get back to you. Email addresses are not allowed in reviews.
We've escalated your ticket. Please see our most recent response.
Please know we are sincerely sorry for any inconvenience or delay caused in the past while. We truly appreciate all our customers and are working hard to resolve the current issues.
Bad customer service,rather try a different exchange
My account has been locked,and LUNO doesn't even know why.after providing all the details they asked for more than a week ago,they have just gone silent.
I wrote their FB,twitter accounts on they jut say the query is at the correct department.
They were quick to ask for all my personal details,and then gone quit.
I like Luno,but once there is a small problem then its hard getting it resolved.
Now they will reply to this message saying how sorry they are ,and ask for the ticket number,but still not doing anything.
Last year was the same,and nothing has changed.
Problem has been solve,thank you.
We're glad to see the issue is resolved. Please let us know if we can help with anything else to get closer to a prized 5-star rating. We're always happy to help!
So difficult to just change mobile number
All I want to do is change the mobile number they have saved for me as I no longer use my old number. I can’t change my password (which I’ve forgotten) until mobile number isn’t changed. The FAQs section doesn’t address this, there is no support number to call and I also get told they are unable to create a ticket query for me. I’ve tried 4 times to create a ticket with no luck!
We're sincerely sorry to hear you've had a poor experience.
We'll need to have a closer look in order to assist further. Please email us directly at support@luno.com and one of the friendly support agents will be glad to assist!
Please share your ticket number here once you have done so.
Blocked Account
For my security they blocked my account , ironic for sure
they did not blocked my account when I used my Credit card and I have already bought BTC
but when I wanted to send my BTC to Binance , they blocked the account
I sent them all what they want to know
advice , if you travel a lot like me , never use LUNO , they will detect suspected activity
I wish they blocked me before using and buy the BTC
Originally I wanted to buy some alt coin , but now they silent since yesterday morning
Edit :
here is the case number #476842
We are sorry that you have had this experience with us. These are all security measures, put in place in order to ensure security for our customers. We're sincerely sorry this process has caused delays and we will do everything we can to help.
Please share your ticket number with us so that we can look into it for you.
Account Blocked
Hello there. I am abit dissapointed on Luno. My account in blocked for no reasons and after requesting documents, they went silent. Please assist. This is frustrating! Ticket #473198
We apologise for the delayed response and for any inconvenience caused. I have reviewed your ticket and your issue has been resolved.
During busy times like this, responses can take a little longer. We appreciate your patience.
Please let me know if there is anything else I can assist you with.
Blocked account
Luno seems to do nothing regarding my issue. I have reported account blockage a few days ago and initially, it looked as Luno cares about customers when I was asked to provide additional security data. However after I done so, there is absolute silence from them. I wrote 2 messages to them asking if they could be kind to provide me with information regarding account unblock timelines and guess what? They cant be bothered telling me that.
SOLVED
Thank you Trust pilot,Luno reply was…
Thank you Trust pilot,Luno reply was asking for Ticket numbers.
i was so upset i deleted them as i was getting more and more upset getting requests for ticket numbers i sent previously and no answers.
Simple question Luno can not be contacted by phone when you have
a problem WHY???
We're sincerely sorry and we'd truly like to assist and see the matter resolved. In order to do so, we will require your ticket number so we can respond via our official support channel.
We are still a growing company and full-time telephonic support is something we are looking into but cannot yet provide a timeline. Our support team is always growing and we are doing our utmost to take into account all feedback and customer requests. For more on our support team please see below:
https://www.luno.com/blog/en/post/setting-our-customers-up-for-success
Going forward, we can guarantee that if you provide us with your corresponding ticket number via Trust Pilot we will look into and respond to your original query. Please let us know your thoughts, we'd sincerely like to see the issue resolved :)
i cannot get in my account
i cannot get in my account, when i try to recover, they didn't send me recover sms. now i lost my money inside luno. this app is scam
We're sincerely sorry about this and we promise to do all we can to resolve the issue.
Please contact our support team about this. They will assist you (we can’t assist here for security reasons). You can submit an email ticket here: https://www.luno.com/help/en/tickets/new.
If you already have a ticket, please respond to this message with your ticket number.
Thanks for your understanding.
Scams on eBay using Luno LTD data
Someone is scamming on eBay using their company name and account, i got in contact with them and they told me to send them specific data to refund me the money, after 48hrs they sent the refund and all is ok.
We've shared this with our team, please expect a response shortly.
Luno fees are a scam
Luno fees are a scam. The exchange offers extremely limited functionality. The fees are by and far the highest of any exchange I have come across, a complete rip off and unjustified given the virtually NO functionality of the exchange, and the complete lack of support. Luno trading fees are 1% vs other exchanges which charge 0.0025%. It is money making scam. Be careful of the exchange, if you want to trade then look somewhere else.
For the record, I trade on BITTREX, Bitfinex, Kraken, and on Coinbase.
Hopefully, this breakdown of the fees will shed some light on things. You can use Luno to send, receive, store, buy, sell and trade Bitcoin and Ethereum. The fees include:
Sending BTC: A variable/dynamic fee, depends on network congestion, you will always see it before sending (same as most Bitcoin platforms): https://www.luno.com/blog/en/post/dynamic-send-fees
Receiving BTC: A little complicated, but 0.0002 BTC per on-chain transaction: https://www.luno.com/blog/en/post/bitcoin-network-fees. If sending to someone's email address/phone number, the transaction is off-chain (instant and free)
Storing BTC: No cost.
Buying/selling: You can use your Luno Wallet to instantly buy or sell Bitcoin/Ethereum. This is a guaranteed price, always shown to you before you agree to the transaction. It's based on various factors, such as market liquidity and volatility. See this as the equivalent of buying forex at the airport: there's one flat rate that you can agree to, or not.
Trading Bitcoin: Not the same as buying and selling. If you use the Luno Exchange, you can trade Bitcoin as a market maker or a market taker (providing or taking liquidity -- BTC or your local currency). Market maker orders will only execute if someone agrees to that price, but there are no fees involved in those transactions (but, of course, your transaction is not guaranteed). Market taker orders have a maximum of 1% fee (and it goes down from there, based on how much you trade).
You can read more about that here: https://www.luno.com/help/articles/1000168409
No no no!!!
All my money stolen from my Luno wallet! Poor customer support. Pathetic security.
Dont use them
We are really sorry to hear about this incident.
Please, can you share your ticket number with us so we can look into it right away?
Luno sucks for some time now I have…
Luno sucks for some time now I have been having problems with my account verification,, each time I write to support they always reply me to have patience the are on it for more than 3 weeks now I couldn't do anything on my account ticket number #445772 once resolved I will change my rating to 5 star
Withdrawal problems
I have been having problems with withdrawal of my money in naira. The support is slow and less than helpful. I just want my money I can't use them again. Ticket #450827
Sorry for the delay in replying, we have responded to your ticket.
If there is anything else we can do to improve your rating, please let us know :)
Too slow
A little bit too long waiting time. I had to remind them about myself twice.
We really apologise for the delay.
Could you please provide me with your ticket number so that I can ensure your issue is resolved?
I apologise for any inconvenience caused. Please let me know if there is anything else I can assist you with.
Have a great day further,
Luno Community Team
Learn more.
Reviewer contacted
Luno reached out to get more details about the experience, which Steve currie now has provided.
Learn more.
Somebody fraudently took a 100 euros…
Somebody fraudently took a 100 euros from my bank account and deposited with Luno. I’ve tried contacting Luno on their site but the ticket/email I’m trying to send will not summit. There is no telephone contact number and no way of contacting these people. This is very poor and I’m annoyed beyond words. I’ve had to cancel my bank card and been on to the bank for an hour on the phone.
Was robbed of R1700 within a few days…
Was robbed of R1700 within a few days after starting to use Luno.
We sincerely apologise for any inconvenience caused. We take our customer security very seriously at Luno.
Could you please provide me with your ticket number so that I can ensure your issue is resolved?
Please let me know if there is anything else I can assist you with.
Have a great day further,
Luno Community Team
I had some issues with withdrawing of…
I had some issues with withdrawing of the funds, but customer support was extremely helpful in resolving my issue while still carefully maintaining necessary security in retreiving my funds. Recommend!
Your feedback is much appreciated! At Luno we pride ourselves on creating an environment that is safe and simple for our customers to learn about and store their cryptocurrency.
We are so happy to hear about your positive experience.
Please let us know if you have any more feedback. We love to hear from our customers.
Have a great day,
Luno Community Team
9days and my eth is still stuck in Luno
Oky so its been 9days since I have deposited eth to my Luno wallet nothing has been done about my matter I need my funds released I cant keep on repeating myself to support my txid is as follow: 0x7cb19154f9659123546a7fb5b3f6e7f289c287f1205457d2fb0c95b1c465c67f
I ask you pleeeeeese release my funds it has thousands of confirmations on ethscan but Luno refuse to give me my money.
We are pleased to let you know that this issue has been resolved and the funds have been deposited in your wallet. Again, we are sincerely sorry for the huge delay. This was a technical issue which unfortunately took longer than anticipated to resolve. Please note that we always strive to provide the best service to our customers and have taken necessary measures to avoid such delays going forward.
If there is anything else that we can assist with, please let us know.
Thank you for your patience.
Have a great day,
Luno Community Team
Very good response time for support…
Very good response time for support tickets.
Thank you so much for your positive feedback.
We really pride ourselves on being a platform that puts our customers first.
We are so happy to hear that you have had a lovely experience using Luno. Please contact us if you have any further feedback or queries. We love to hear from our customers.
Have a lovely day,
Luno Community Team
Luno Refund
I made a mistake in using a friend's account as a withdrawal beneficiary on luno I withdrew N10000 and the transaction was cancelled I've neither received my bitcoin nor my friend received the cash for 5days
We really apologise for the delay and any inconvenience caused.
Could you please provide me with your ticket number so that I can ensure your issue is resolved?
Please let me know if there is anything else I can assist you with.
Have a great day further,
Luno Community Team