Lussurio Casino - Player is experiencing delayed KYC verification.

Kyc verification has now taken two weeks. I was asked for a new picture and after sending it, it has been quiet for 3 days now and no one is answering any emails. Scam, never again lussurio!!! 😡🤬

Important notice:

Casino Guru will never ask for payments or access to your accounts to complete KYC. If someone claims to be from Casino Guru and does that, do not share any information.

We only contact players through this official complaint thread or via @casino.guru e-mail addresses. Always check the sender’s domain and verify your complaint resolver’s e-mail address by clicking on their avatar visible inside the official complaint thread.

If anything seems suspicious, contact us directly.

Stay safe.

Hello,

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 takes KYC lightly and it might take a few working days to complete this thorough process.

Could you please advise which documents you have already provided and when exactly did you send the last one? Have you provided all the required documents as soon as possible and in the correct format?

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,

Attila

Yes, I have uploaded everything necessary, including the new picture that was requested. I hope this gets resolved soon, because I was confident that I would get my winnings out soon.

Thank you for your reply. Could you please forward your communication with the casino in relation to this issue? You can reach me via email at attila.g@casino.guru, or you can post screenshots here.

Thank you for your patience and cooperation.

Yes, I do. Thank you.

Hello,

We would like to update you that due to Attila, your designated resolver, being on vacation, we have opted to extend the timeline by an additional 7 days. Since Attila has an in-depth understanding of your situation and maintains direct communication with the casino, we find this extension justified. Your patience is sincerely appreciated, and I assure you that Attila will contact you at the earliest opportunity.

Thank you for your understanding and ongoing patience.

Best regards, Casino Guru

Yeah, thank you ☺️🦋

Thank you for your cooperation and for providing all the necessary information. I truly appreciate the time and effort you’ve taken to share everything with us so far.

Your complaint will now move to the next stage of our process and be handled by your dedicated Resolver, Lucia (lucia.s@casino.guru). This is a standard step in our procedure, as the Resolver will take over communication with the casino directly and manage your case from this point onward.

No action is required from you right now. Your Resolver will reach out through this thread if any additional details are needed. You can rest assured that your case is in very capable hands.

I wish you the best of luck and hope your case will be resolved to your satisfaction soon.

Kind regards,

Attila

Thank you very much ☺️🦋

Hello Pikkumyy81,

My name is Lucia and I will be assisting you with your case. I hope that together we will come to a successful resolution of your issue.

I would like to request the presence of a representative from the casino in this conversation.

Dear Lussurio Casino,

Could you possibly provide additional information regarding the issue and clarify the situation? I would also appreciate it if you provided us with any and all relevant evidence.

Thank you in advance.

Respectfully,

Lucia

Dear Lucia,

Thank you for reaching out. We have forwarded the player's case to our KYC Department for clarification, as the verification of this account requires additional internal review.

We will provide an update as soon as we receive their response.

Best regards,

Lussurio Casino.

We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.

Dear Lucia,

Thank you for your patience and for the opportunity to clarify the situation.

We would like to inform you that the player made a deposit using a bank card. As part of our standard KYC procedure, we requested good-quality photos of both sides of the card used for the deposit. The player submitted an image, but it was completely blurred and unreadable. We then asked her to provide legible photos so that we could complete the verification. However, to date, the player has not provided the requested images of adequate quality.

Without readable photos of the card, we are unable to complete the KYC process and confirm the payment method.

Best regards,

Lussurio Casino

Dear Pikkumyy81,

Please follow the casino’s request and submit new, clear photos of both sides of the bank card used for the deposit. The images should not be blurred, and all details required for verification should be clearly readable, while any security code or other information the casino does not require should remain covered.

Once you have submitted the requested photos, please let me know so I can keep track of the current status of your verification and the complaint.

Thank you for your cooperation.

Dear Pikkumyy81,

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.

We regret to inform you that, due to the lack of response from the player to our messages, inquiries, and reminder, we are unable to proceed with further investigation or provide potential solutions at this time. As a result, we must close this complaint for the moment.
However, please note that the player retains the option to reopen this complaint at any time in the future should they choose to resume communication. We remain open and ready to assist in resolving the matter should the player decide to reach out again.

Thank you for your understanding.

Best regards,
Lucia
Casino.Guru