The player from Lithuania has her account closed due to claims of a duplicate account, which she asserts is false, as she has only ever had one account with Lussurio Casino. She contacted customer support for clarification but received no details, and the decision was deemed final. She requests assistance in reviewing the issue and retrieving her funds if no evidence of duplication is provided.
Lussurio Casino - Player’s account has been closed for alleged duplication.
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Lussurio Casino
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1 week ago
Translation
Complaint against Lussurio Casino
I'm filing this complaint because my account was closed based on the claim that I had a duplicate account. This is not true.
I've always had only one account at Lussurio Casino. I've never created, owned, or used any duplicate or additional accounts. I believe this decision was made in error.
I contacted the casino's support team and asked them to review my situation. Unfortunately, I was told they couldn't provide any details, and their decision was final and not subject to further review. This prevents me from understanding the charges and challenging them.
I respectfully request Casino Guru's assistance in reviewing this matter and requesting evidence from the casino to support their claim that I have a duplicate account. If such evidence is not available, I request that the casino reconsider its decision and return the funds retained in my balance.
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6 days ago
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.
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6 days ago
Dear erika2026,
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 that I can fully understand the situation.
- Is there any chance that someone from your household or using the same IP address has also created an account at this casino?
- Could you please advise if you have passed the KYC verification?
- What types of games did you play to accumulate your winnings?
- Did you accumulate these winnings with or without a bonus?
- Have you used any VPN or IP-masking software to alter your real location while accessing the casino website?
I hope we will be able to help you resolve this issue as soon as possible. Thank you very much in advance for your reply.
Best regards,
Veronika
