Lussurio Casino - Player’s winnings are being confiscated.

Dear Casino Guru!

I would like to file a complaint against Lussurio Casino. Their support team advised me twice to continue playing using the USDT balance. After I completed the bonus 100%, my balance dropped from 700 euros to 438 euros, and the system indicated that I had reached the maximum bonus limit. I contacted support for help, asking how I could withdraw the funds, and they advised me to go to the withdrawal section and convert my Lussurio points to USDT, so I could continue playing as if it were a normal balance. They confirmed this twice. Acting on this advice, I played for another 9-10 hours, increasing my winnings to 1700 euros (1900 USDT). However, now the casino refuses to pay out, offering only 438 euros, which is less than my total winnings. I ask for your help, as the support explicitly told me to continue, and I trusted them. I feel completely misled, as this took away my gaming experience and my winnings. I attach the evidence and await your investigation. Thank you."

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Hello,

Thank you very much for submitting this complaint. I’m sorry to hear about the issue you’re experiencing. To better understand your situation, please allow me to ask you a few questions:

• Could you please send me a link or a screenshot of the bonus you activated and played with?
• Did you complete the wagering requirements before converting the balance to USDT?
• Could you advise when the casino capped your winnings? Was this after you completed the wagering requirements?

I hope we will be able to help you resolve this issue as soon as possible. Thank you in advance for your reply.

Best regards

Attila

Dear Attila!

Thank you for your feedback.

"Dear Attila,

In response to your first question, I cannot provide a screenshot or link of the bonus itself. However, when I completed the bonus, it indicated in the bonus section that I had finished it at 100%, and I couldn’t continue playing any game because I had 438 LSSU. It showed that I reached the maximum payout, so I couldn’t continue. I then contacted support and told them I wanted to withdraw the money. They advised me to go to the withdrawal section and there, to convert my LSSU points to USDT, so that I could either continue playing or withdraw them. I asked them again if I would really be able to continue, after this conversion, and they confirmed yes, I could continue with it, just like a normal balance, so I was free to play on!

I am sending a screenshot here, where, in the withdrawal section, when I had 438 LSSU, I was able to convert it, and this is where I switched it to USDT.

2.

"Yes, I completed the wagering requirements before I converted the balance to USDT. I had 700 euros, or 600, I don’t remember exactly, and then it automatically changed to 438 LSSU. Once I finished it at 100%, I couldn’t continue playing because it said I reached the maximum payout. At that point, I contacted support because I wanted to withdraw this 438 euros. Then, they suggested that I go to the withdrawal section and convert my LSSU balance to USDT, so that I could either continue playing or withdraw the money."

Yes, I can tell you when it happened. It was automatic, when I completed the bonus at 100%. Once, my balance was limited to 438 LSSU, and I couldn’t continue playing, I couldn’t withdraw the money, I couldn’t do anything with it. At that point, I contacted support and asked them to help me withdraw it. They suggested that I go to the withdrawal section, convert my LSSU points to USDT, and then I could freely continue playing. I asked them again if I would really be able to continue, and they confirmed that yes, if I converted my LSSU to USDT, I could continue just like a normal balance."

I can tell you exactly when it happened. The restriction occurred after I completed the bonus at 100%. My balance was automatically set to 438 LSSU, and I couldn’t continue playing. I couldn’t withdraw the money, I couldn’t keep playing, I couldn’t do anything with it. At that point, I contacted support and asked them to help me withdraw. They suggested that I go to the withdrawal section, convert my LSSU points to USDT, and then I could freely continue playing. I asked them again if I could really continue, and they confirmed yes, once I converted my LSSU to USDT, I could play freely, like with a normal balance. Then, I played on for another 8 or 9 hours, taking the risk, and I managed to grow my balance to 1700 euros (1900 USDT). Now, when I sent a withdrawal request, but changed my balance the casino took my 1700 euro in my balance and i got the balace 383 euro

Please let me know if I can assist you further in any way; I am happy to help. I have emails where the casino acknowledges that it made a mistake and misled me, but despite that, they still refuse to pay out my money."

Thank you Attila i wait your answer!

Hello,

Thank you for the additional information.

To properly assess whether the casino applied the correct maximum cashout rule, we need to verify exactly how the promotion was presented to players. Could you please provide either:

• a direct link to the promotion, or
• a screenshot/landing page showing how the offer was advertised before you claimed it?

Additionally, could you please attach a screenshot that confirms the conversion of funds from 700 euros to 438 euros?

Thank you for your patience and cooperation.

Best regards,

Attila

Dear Attila!

Thank you for your response!

I found the promotion in my email, and I will send you the link. I would also like to correct something: it was not a reduction from 700 euros to 438. In fact, I had 477 LSU when I completed the bonus, which was equivalent to 418 euros. When I reached that, I could no longer play, as it stated that I had reached the maximum payout. I then contacted support to help me withdraw my money, since I don’t have a USD account. They suggested that once I fully completed the bonus, I should go to the withdrawal tab, convert my LSU points to USD, and then continue playing freely. I asked them twice if it was okay to proceed, and they confirmed that I could, using the LSU points as a normal balance. Based on this, I continued playing and increased my winnings. But now the casino refuses to pay me. I played on their advice, and I feel that I was misled, as they told me to continue, while the maximum payout was 438 LSU. They knew this very well, and they tricked me, since they told me to proceed. I will send you the entire conversation as evidence, because after that, they said again that the maximum payout from the LSU was 438, and that if I converted, I could freely continue playing.

Here the promotion link screenshot:

Here is the full conversation in which customer service states that if I deposit the bonus amount, I can convert up to 438 LSU points into USDT and then continue playing with my regular balance.

Dear Attila,

I hope you now understand my situation. The casino tried to completely confuse and mislead me. As you can see, here is the full conversation. I also thought that I could continue playing. The casino explicitly wrote that if I converted my LSU points to USDT, I could freely continue playing as with a regular balance. I trusted the casino; I asked them twice, multiple times, if I could continue, and they detailed exactly how I should convert it. If I converted it, I could continue playing as a normal balance. This is what they wrote exactly: if I completed the bonus and converted my LSU, I could freely continue the game. Now I won, and I took the risk that I might lose the 438 LSU I converted to USDT. I continued based on their advice. They told me to continue freely. So, I feel that I was very misled and deceived. I would like to ask you to help me in this case because I feel I was tricked. Thank you very much. I look forward to your response!

Hello noni0706,

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

Thank you for the additional information. I completely empathize with your frustration regarding the insufficient assistance you have received from the casino's customer support.

I would just like to clarify a few points:

• Was your balance capped twice, or only once, after the funds were already converted to USDT?
• How much did you originally deposit to claim the bonus?
• Was the maximum cashout limit clearly stated in the promotional email, or your bonus history?

Thank you in advance for your reply.

Dear Attila!

In response to your first question, I believe that in practice my balance was effectively capped twice. The first time was when I completed the bonus. I had477 LSU, but due to the bonus cashout limit, I could only convert 438 LSU into USDT, and I couldn't continue playing. Then I contacted customer support. The support agent knew the funds came from the completed bonus and told me to convert the 438 LSU into USDT. They clearly confirmed more than once that after the conversion, I could continue playing freely, just like with a normal cash balance. I relied on those instructions and kept playing. Later, I increased my balance to around 1700 euros, but when I requested a withdrawal, the casino once again only recognized the value

equivalent to 438 LSU. That's why I feel that in effect, the same restriction applied twice. The most important point for me is that I only continued playing because customer service explicitly told me that after converting my LSU into USDT, I could play freely with a normal balance.

2.

In response to your second question, I deposited 55 euros to claim this bonus. 

3.Regarding your third question, the promotional email did not mention any maximum cashout limit. However, when I activated the bonus, the bonus section showed that the maximum amount that could be converted or withdrawn from the bonus was 438 LSU." When I completed the bonus requirements (100%), I still had477 LSU in my balance. Later, when I tried to open another game, the system informed me that I had reached the maximum cashout limit, and I could no longer play any games. At that point, I contacted customer support. They were fully aware that my balance came from a completed bonus. They told me to convert my LSU balance to USDT. They clearly confirmed that after the conversion, I could continue playing freely with it as if it were a normal cash balance. I acted in good faith based on their instructions. Later, after I had increased my balance to around 1700 euros, when I requested a withdrawal, the casino once again applied the same 438 LSU limit. For this reason, I feel that the same restriction was effectively applied twice. The most important fact for me is that I continued playing solely because customer support specifically told me that after converting LSU to USDT, I could keep playing freely with a normal balance. Thank you for your help."

Based on that, I chose to keep playing and knowingly took the risk of possibly losing the full438 LSU. If I had lost that amount, I would have borne it myself. However, since I managed to increase my balance, the casino still applied the 438 LSU limit again. I find this problematic because I made my decision solely based on the clear guidance from customer support, and I expected my balance to be treated as a normal balance after the conversion!

I hope Understand me Attila! Please help me !

Dear Attila! Here is a concise summary of my case once again!

Richard from the support team knew that even after converting the 438 LSU points to USDT, the maximum withdrawal limit would still remain the equivalent of 438 LSU.

He was also aware that I had earned this amount from a bonus.

Despite knowing this, he still told me to convert my LSU points to USDT and said that I could either withdraw the funds or continue playing with them

After that, I asked him again to make sure that I could continue playing.

I was told that if I converted my LSU points to USDT, I could freely continue playing, as the funds would be treated as a regular balance

Not to mention that I had already completed the required 60x wagering requirement before finishing the bonus.

Very Hard!

After converting the bonus to USDT, I continued playing for several hours, relying on the information provided by the support agent, and eventually increased my winnings to €1,700.

and now you're taking away my prize!Its total Unfair!

Today i see it Richard in the Chat i opened the chat!

I asked her a few questions, and she blocked me from the chat for no reason!

Dear Casino Guru Attila please help me!

Dear Casino, I hope you read about my case here as well, because you aren't really helping at all via chat or email.

I hope you understand my situation and give me back my winnings!

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, Stefan (stefan.m@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

Dear Attila!

Thank you for your time and for all the help you have provided so far.

Dear Stefan!

Welcome, and thank you for taking over my case. I truly appreciate your time and your willingness to help me!

I would like to share one more important piece of information with you. The casino has responded to my appeal.

Dear Casino Guru Team Dear Stefan!

I would like to emphasize that my complaint is not about disputing the casino's Terms and Conditions, but rather about the information I received from their customer support.

I was a new player and had never made a withdrawal before, so I did not fully understand how the bonus conversion process and the maximum withdrawal limit worked.

When I reached the 438 LSU conversion limit, I contacted the live chat support and asked what I should do. The support agent informed me that I could convert my 438 LSU into USDT and then either withdraw the funds or continue playing.

To make sure I understood correctly, I specifically asked whether I could continue playing after the conversion. The agent clearly confirmed that I could, stating that after converting my LSU points into USDT, I could continue playing with the converted balance as a regular cash balance.

At no point during our conversation was I informed that the maximum withdrawal limit would still apply after the conversion.

If I had been clearly informed that any winnings above the limit would still be confiscated, I would have withdrawn my funds immediately and would not have continued playing.

I relied on the guidance provided by the customer support representative, and I believe the information I received was incomplete and misleading. This directly influenced my decision to continue playing.

Therefore, I respectfully ask you to review my case based on the complete chat conversation and all the evidence I have provided.

Thank you very much for your time and consideration.

Dear noni0706,

I am sorry to hear about the issue you are experiencing with the casino. I will reach out to the casino on your behalf and do my best to help resolve the matter promptly.

At this point, I would like to invite a representative from Lussurio Casino to join this conversation and assist in addressing the complaint.

Dear Lussurio Casino,

Could you please provide your comments regarding the situation?

Thank you in advance for your cooperation and for sharing any relevant information.

Hello, Stefan!

We have received your message and are carefully reviewing the situation.

To make the right decision, we need to review your betting history and all the details regarding the bonus activation. This will take some time, but we’ll do our best to handle it as quickly as possible.

As soon as we finish the review, we’ll get back to you right away.

Best regards,

Gamblezen casino.

Dear Lussurio Casino,

Thank you for your response and for your cooperation.

We appreciate the update. Please complete your review and let us know the outcome as soon as possible. If your assessment relies on the player's betting history, bonus activation, or any other relevant records, please include an explanation of your findings so that we can independently review the case.

We look forward to your response.

Dear Stefan!

I would like to share some additional correspondence regarding my case. While my complaint is still under review, I have been communicating with the casino in an attempt to resolve the matter amicably. I'm attaching the casino's latest response and my reply so you can see how our communication has progressed. I would like you to be fully informed about all the messages exchanged between the casino and me, as I believe they are relevant to the review of my complaint. Thank you very much for your time and for reviewing these documents.

Dear Lussurio Casino Representative!

Thank you for joining this conversation and for taking the time to review my case. I would like to clarify one point. I noticed that your response on the Casino Guru platform was signed as 'GambleZen Casino.' This confused me, as I have no connection with GambleZen Casino and closed that account years ago." "Please ensure that all further communication regarding my ongoing complaint pertains solely to Lussurio Casino."I submitted my complaint more than a month ago and sincerely hope that a fair and timely decision can now be reached." "Throughout this matter, I relied on the guidance provided by your live support team, and I hope this will be taken into consideration during your review." "I enjoyed playing at Lussurio Casino. "If a fair decision is reached, I would be happy to play at your Lussurio Casino!If only someone would finally understand my situation your Lussurio Casino Team!

Thank you for your time and consideration. I look forward to your response

Have good day and more good job!

Dear Stefan!

I want to keep you updated so that you are aware of everything I am discussing with the casino. I would like to share the screenshots and further details of my email correspondence with the casino with you.

Casino answer my last email

And this is my response to the casino!

Have Good Day!

Dear Stefan,

Here are the additional conversations with the casino!

Casino;

My answer;

Casino

Casino:

My answer:

Unfortunately, it seems that I have once again found myself dealing with a dishonestpredatory casino!Let's wait and see what the casino responds here!

Thank you for taking the time to go through and read everything!

Editing

This is the last email, and I will not reply to it anymore because it would be pointless.I am tired and sad.

Casino answer;

Dear Casino Guru! Dear Stefan! at this point, only you can help me. I hope help me!

Have good day!

Dear Stefan,

Thank you for your interest in this matter. We have conducted a thorough review of the bonus history, the player’s actions, and the system logs.

Unfortunately, we must disagree with the player’s claims that he was misled. We believe that in this situation, the player is providing incomplete information, overlooking a crucial system step that he personally performed.

A key fact that the player does not mention:

Before converting bonus points (LSU) into real funds (USDT), the player is shown a clear, mandatory notification on the screen, highlighted in red. The text of the notification reads verbatim:

"Converting your bonus balance to real funds will limit future withdrawals to your bonus’s maximum cashout amount. All remaining bonuses and Free Spins will be removed."

Why this is important:

The player could not have physically completed the conversion without seeing this warning and confirming the action.

This notification is a direct and unambiguous condition of the transaction. It clearly informs the player in advance that the maximum withdrawal limit (in this case, 438 LSU) remains in effect and will apply to all future withdrawal requests.

Based on the foregoing, the casino acted strictly within the rules. The offer to pay an amount equivalent to 438 LSU is valid and final. We see no grounds for paying the sum of 1,700 euros, as this winnings were received after the currency conversion, and the maximum withdrawal limit was clearly stated.

Best Regards,

Lussurio Casino.

Dear Lussurio Casino,

Thank you for your response and continued cooperation.

Could you please comment on the player's statement and proof that they were advised by your live chat support that they could continue playing with real money and did not need to withdraw the funds?

I look forward to your response.