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.