The player from Lithuania had her account closed due to claims of a duplicate account, which she asserted were false, as she had 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 requested assistance in reviewing the issue and retrieving her funds if no evidence of duplication was provided. We asked her for details about possible shared access, KYC, bonuses, VPN use, and account activity, and she confirmed that her husband also had an account, both used bonuses, and the games were mostly the same. As she did not respond to our follow-up questions and reminder, we were unable to continue the investigation and the complaint was closed for now.
Lussurio Casino - Player’s account has been closed for alleged duplication.
Player stopped responding
Amount: €80
Lussurio Casino
Safety Index 7.3 Fresh casinoCase summary
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.
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.
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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
TranslationMy husband also has an account at this casino. I didn't have to do KYC. I spent most of my time playing 777coins. My winnings were received with bonuses. I didn't use a VPN.
Thank you for your reply.
- When exactly did you and your husband register at this casino?
- Do you both use the same device (e.g. the same computer or mobile phone) to access your respective accounts?
- Have you ever used the same payment method to deposit funds into both of your accounts?
- Has your husband also activated any bonuses on his account?
- Do you both play the same games on your respective accounts?
TranslationOn July 17th, my husband sent me a link to register for him to receive free spins (they had information on their website about inviting a friend and getting free spins). He registered 2-3 days earlier. When you make a deposit, you get a bonus, and my husband and I used them. The payment methods are different. The games are mostly the same.
Thank you for the information.
- Do you both use the same device (e.g. the same computer or mobile phone) to access your respective accounts?
Dear erika2026,
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,
Veronika
Casino.Guru
