The player from Germany faces significant delays in withdrawing €2,200 due to a pending KYC verification at Lussurio Casino. Despite submitting all necessary documentation weeks ago and receiving confirmation, he has not received a concrete response or resolution, leading him to file a complaint with the Curaçao Gaming Authority.
Lussurio Casino - Player's withdrawal is blocked due to delayed KYC process.
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1 month ago
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I would like to file an official complaint against Lussurio Casino regarding a KYC verification that has been pending for several weeks and a resulting blocked payout of €2,200.
The €2,200 comes from real money play and not from bonus funds.
After requesting a withdrawal, I was asked to complete KYC verification. I submitted all the requested documents in full. The KYC team confirmed via email that my documents had been successfully received and were being reviewed.
However, several weeks have passed since then without my verification being completed.
During this time, I contacted both the KYC team via email and live support multiple times. The KYC team repeatedly gave me almost identical answers stating that my documents were still "under review," but without any concrete explanation as to why the review was taking so long or whether anything else was needed from me.
Of particular relevance is the fact that live support explicitly informed me that the KYC process could take up to 3 business days. This timeframe has long since passed in my case.
On September 10th, a support representative named Tyler explicitly informed me that my case had been forwarded to the KYC department again and prioritized. He asked me to follow up in 1-2 days if I didn't receive a response.
Even after that, I received no feedback from the KYC team. Upon contacting them again, another support representative informed me that my KYC request would be forwarded once more.
Furthermore, I filed a formal complaint with Lussurio. Live support later confirmed that my appeal had been accepted and that further communication regarding the complaint could only take place via support email. However, I have still not received a concrete decision or solution to my problem.
Due to the duration and the lack of concrete answers, I have now also reported the matter to the Curaçao Gaming Authority (CGA).
I would like to explicitly clarify that I am not refusing KYC verification. I have fully cooperated and am ready to submit further legitimate documentation at any time should anything else be required. However, to date, I have not been informed that any documents are missing or what the specific reason is for the weeks-long delay.
I have extensive evidence, including:
Screenshots of my payout of €2,200
Proof of the status or cancellation of the payout
the KYC team's emails
Confirmation of receipt of my documents
Screenshots of live support chats
the statement that KYC could take up to 3 working days
The statements from the staff that my case was prioritized and forwarded again
my formal complaint and the associated communication
I therefore ask Casino Guru for assistance in clarifying the case and to contact Lussurio.
After several weeks, I simply want a concrete decision regarding my verification and – provided there is no legitimate reason against it – the processing of my €2,200 payout.
Thank you for your support.
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1 month 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.
Stay safe.
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1 month ago
Hello,
Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with Lussurio Casino.
Please allow me to ask you a few questions so I can better understand the situation.
- Is your player's account accessible to you? Can you log in?
- Did you achieve your current balance with the help of a bonus?
- When was the last time you were in contact with the casino support regarding the issue?
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,
Tomas
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1 month ago
TranslationHello Tomas,
Yes, I still have access to my player account and can log in without any problems.
My balance of €2,200 was achieved with real money and without a bonus.
I've been in regular contact with customer support and the KYC department for weeks. Unfortunately, I keep receiving similar responses that my documents are being reviewed or that I should wait. I've submitted all the requested documents, including the additional source-of-funds documents in the required PDF format.
Despite my full cooperation, the verification process is still incomplete and therefore my payout cannot be processed.
If needed, I can provide you with screenshots and all previous correspondence.
Best regards
Diyar ****
Edited by a Casino Guru admin
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1 month ago
Dear diro,
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,
Tomas
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1 month ago
Hello diro,
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
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3 weeks ago
Dear Lucia,
Thank you for reaching out. We have forwarded the player's case to our KYC Department for clarification. As soon as we receive their response, we will provide you with an update.
Best regards,
Lussurio Casino
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3 weeks ago
TranslationHello Lucia,
I would like to add that Lussurio has already informed me several times that my case has been forwarded to the KYC department and that I will subsequently receive a response via email.
Unfortunately, I still haven't received any concrete feedback or a solution from the KYC department. I also contacted the KYC department directly via email. Additionally, Lussurio on Trustpilot explicitly recommended that I contact the KYC department by email. I did this as well, but without receiving a response.
Therefore, I am concerned that forwarding my case again to the KYC department will only lead to further waiting without solving the actual problem.
I remain fully willing to cooperate with the verification process and provide all necessary documentation. However, I would like concrete information about what else is required and what is currently preventing the processing of my €2,200 payment.
Thank you.
Kind regards
diro
Edited by a Casino Guru admin
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3 weeks ago
TranslationIn addition to my previous message, I would like to point out some new information.
My Lussurio account now shows that withdrawals are not possible because my previous bets are being checked for fairness by the gaming or sports provider.
This is new to me, as the delay has so far been mainly attributed to the KYC/source-of-funds check. I request that this new reason also be taken into account in the further review of my case.
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3 weeks ago
Dear Lussurio Casino,
I would appreciate it if you could clarify the current reason why the player's €2,200 withdrawal cannot proceed.
Is the KYC/Source of Funds verification still pending, or is the withdrawal now being held due to a separate review of the player's bets by a gaming or sports provider?
Please confirm the current status of the relevant review and whether anything further is required from the player at this stage.
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3 weeks ago
TranslationQuick update: I received another email from the Lussurio KYC team today.
The entire message content is simply "#do".
Unfortunately, the message contains no information regarding my verification or payout. I've attached a screenshot as proof.
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3 weeks ago
TranslationQuick update: I have explicitly asked Lussurio for a concrete explanation regarding the exceptionally long KYC check and not to send another standard reply.
Nevertheless, I received only the same generic response again, stating that my documents were being reviewed and that I should wait. My specific questions were not addressed.
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2 weeks ago
Dear Lucia,
Thank you for your patience and for waiting.
The player needs to upload documents confirming the source of the funds.
The player has already submitted documents previously; however, they do not contain information that would confirm the origin of the stated income.
For this reason, we have again requested official supporting documents from the player:
- employment income statements;
- tax returns;
- bank statements showing the movement and origin of the funds;
- documents confirming the sale of assets (if applicable).
Until these documents are received and the review is completed, the withdrawal remains blocked.
Best regards,
Lussurio Casino
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2 weeks ago
TranslationI want this case to finally be seriously investigated. Since August, I have been trying to complete my KYC verification at Lussurio Casino so that my outstanding withdrawal of €2,200 can be processed.
I have repeatedly submitted all the requested documents, including my ID photos, a photo with my ID, my savings bank statement as proof of account ownership, and my payslip for May. After being informed that the documents had to be in English, I also submitted English translations.
Despite my repeated cooperation and numerous inquiries, the verification process has not been completed to this day. Instead of a concrete solution, I repeatedly received general responses stating that my case had been forwarded, reviewed again, or prioritized.
I made the deposit normally from my own savings bank account and provided the required documentation. Therefore, I expect a clear explanation of what specific requirements remain and why the processing is taking so long despite my multiple submissions of documents.
I have attached a PDF file to my complaint containing screenshots of my previous communication. This documents my repeated efforts to complete the verification process.
I request that CasinoGuru seriously investigate this case based on the attached evidence and demand a concrete statement from the casino regarding the delay and the outstanding payment of €2,200. I do not want any further vague promises, but rather a comprehensible explanation and a concrete solution.
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2 weeks ago
TranslationIt simply cannot be that something new is demanded every single time!
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2 weeks ago
Dear Lussurio Casino,
Thank you for clarifying that further Source of Funds documentation is required.
The player has now informed your KYC team that only one recent payslip, for May 2026, is available and has submitted it. The player has also offered to provide bank statements showing the salary payments or other supporting evidence of employment and income.
Could you please clarify which alternative documents you can accept in this situation and provide a clear list of what is still required from the player at this stage to complete the verification?
If the documents already submitted are insufficient, I would also appreciate a brief explanation of what specific element of the source of funds still needs to be verified.
Thank you.
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2 weeks ago
TranslationHello Lucia,
Thank you so much for taking care of my case.
I would like to explicitly state once again that I have already submitted all the requested documents available to me – in some cases multiple times.
My oldest available payslip is from May 2026. I've already submitted this exact one to Lussurio four times. I don't have any older payslips I could provide. I'm simply running out of documents to submit, even though I've already provided everything I have.
In addition, I submitted bank statements as proof of ownership of my savings bank account and had the required documents translated into English after being informed that this was necessary.
I also contacted Lussurio myself several times via email. However, I never received a concrete answer to any of my emails, even though I repeatedly tried to clarify the matter and complete the verification process.
I am of course prepared to submit further suitable evidence, provided I actually possess it and am specifically informed what else is required. However, repeatedly submitting the same documents without receiving clear feedback as to why they are supposedly insufficient is not a viable solution.
Could you please ensure that Lussurio finally reviews my case individually and tells me specifically what proof is still missing and which alternative documents are accepted? I finally want a comprehensible answer and a solution regarding my €2,200 payment, which has been outstanding for weeks.
Many thanks for your support.
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2 weeks ago
TranslationHello Lucia,
It's really getting ridiculous that Lussurio keeps requesting the same documents, even though I've already submitted them multiple times. I'm now uploading the same documents for the fourth time and even translating my payslip into English again, despite having already tried several times to meet all the requirements.
I have never in my life experienced being asked for so many documents for a withdrawal. I find it particularly unusual that I have to have my documents translated into English and also take a photo of my face, my ID, and Lussurio Casino in the background.
I have submitted all available documents and contacted the KYC team multiple times. Despite this, I have not received a concrete answer as to what exactly is still missing and why my submitted documents are insufficient.
I am of course willing to cooperate with a proper verification process. However, it is unacceptable that I have to repeatedly upload the same documents without receiving a clear explanation or reasonable feedback.
I therefore ask you to follow up with Lussurio again and request a concrete list of the documents that are actually still missing, as well as a comprehensible explanation for these repeated requests. My payment of €2,200.16 remains blocked, and I finally want a clear answer and a solution to this case.
Many thanks for your support.
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2 weeks ago
TranslationHello Lucia,
I would like to share an important update regarding my case.
On October 13th, I was suddenly able to request two withdrawals of €446 each from Lussurio. Both are currently displayed as "Processing". Previously, the live chat had informed me that my gaming session was still being reviewed by the gaming provider and that they could not provide a timeframe for completion.
However, I cannot currently access the entire remaining amount. According to the display, I only have a withdrawal limit of €0.80 available for today. My displayed account balance is €1,308.16.
I cannot yet confirm that the two payments will actually be made. However, I find it important to document this development, as it contradicts the impression that the review is continuing indefinitely.
I have attached a screenshot showing the two requested withdrawals, their status, and my displayed account balance.
Many thanks for your support.
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2 weeks ago
TranslationHello Lucia,
There is a new development in my case that I would like to document.
Today, October 14th, I received another email from the Lussurio KYC team. It informs me that my documents are still being reviewed and that I will be notified by email as soon as there is any news.
This is difficult for me to understand, as I was suddenly able to request two withdrawals of €446 each on October 13th. Both withdrawals are currently displayed as "Processing".
How is it possible that my documents are supposedly still being reviewed, but I can suddenly request payments again? Does this mean that the payment block has been partially lifted, or is it simply a technical adjustment allowing me to request payments?
I ask you to request a concrete explanation from Lussurio. I would like to know the actual status of my verification, whether the two withdrawals are being processed normally, and when I can access the remaining amount.
I have the new email and the screenshot of both payouts as proof.
Many thanks for your support.
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2 weeks ago
TranslationHello,
I would like to give another update regarding my payout of €2,200.
After having to wait so long due to previous KYC delays, I finally requested another withdrawal yesterday. The live chat support subsequently confirmed that there were no problems with my withdrawal and that it was simply waiting to be processed.
However, my withdrawal has now been cancelled again. Instead, I'm seeing the following message: "Your previous withdrawal is being reviewed by our finance department. You will be able to make withdrawals again once the review is complete."
This directly contradicts the information I received from support shortly before the cancellation. I am increasingly concerned about the repeated delays and the lack of a clear explanation.
I contacted the live chat again and requested an explanation for the cancellation as well as information about the expected duration of the review.
I am continuing to document every single step and will provide further evidence if required. I request that this new development be taken into account in my ongoing complaint.
Thank you.
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2 weeks ago
TranslationHello Lucia,
Lussurio KYC contacted me again today with a standardized response, once more requesting proof of the source of my funds. Specifically, the KYC team is requesting payslips for the last three months.
I have now received my September payslip and submitted it to Lussurio today.
However, this process has been dragging on for weeks. I've written to the KYC team multiple times, sending over 30 emails by now, and yet I keep receiving the same generic replies, without any concrete information about when my verification will be completed and my €2,200 payout will be released.
I continue to comply with the requirements and submit the requested documents. However, I expect Lussurio to finally address my case seriously and provide me with concrete information on the next steps, instead of repeatedly fobbending me with the same standard answers.
I therefore ask Casino Guru to take the current status of my complaint into account and to continue to support me in clarifying this case.
Thank you.
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2 weeks ago
Dear Lucia,
Thank you for your continued assistance in this matter.
We would like to clarify the situation regarding the player's Source of Funds verification.
The player has submitted a bank statement as proof of the origin of funds; however, a bank statement alone does not confirm the legality of the origin of income. For this reason, we are unable to accept it for the purposes of the financial review.
As an alternative, the player was offered several options for acceptable documents. If the player has chosen to provide employment income statements (payslips), we require documents covering at least the last three months. A single payslip is not sufficient to complete the Source of Funds verification.
Best regards,
Lussurio Casino
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2 weeks ago
TranslationHello Lucia,
I must honestly say that I find Lussurio's current response completely inadequate and increasingly get the impression that despite my repeated cooperation, I am not being taken seriously.
What's particularly problematic is that I was explicitly told in the live chat beforehand that I was fully verified and that my payout would arrive within 1-3 days. Now I'm being told that my verification is still ongoing and my documentation is insufficient. These contradictory statements are incomprehensible to me. I will attach the corresponding screenshot of this earlier statement as evidence.
I have submitted the requested documents multiple times and yesterday I also uploaded my September payslip. Lussurio now has my payslips for May and September 2026. These are the only payslips I still possess and can provide. I have no further payslips for the intervening months and cannot submit documents that I simply do not have.
Despite this, Lussurio continues to demand payslips for at least three months without specifying what alternative documentation would be acceptable in my situation. I have also submitted bank statements and repeatedly tried to find a solution directly with the KYC team. I have now written over 30 emails without receiving a concrete and helpful response.
My payment has been blocked for weeks. I find it unacceptable that I keep receiving the same requests and standard replies, even though I can prove I am cooperating and have submitted all available documentation.
I therefore urge you to strongly request a concrete statement from Lussurio. I expect an explanation for the contradictory statements regarding my verification status, clear confirmation as to whether my two submitted payslips have been reviewed, and, most importantly, a specific list of alternative forms of evidence that would actually be accepted in my situation.
I want this matter resolved once and for all. It cannot be the solution to continue referring me to documents I don't possess while my payment remains blocked indefinitely.
Many thanks for your support.
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2 weeks ago
TranslationHello Lucia,
I would like to raise another point which seems completely disproportionate to me.
As far as I remember, I only deposited €20 once with Lussurio. Despite this, I've been dealing with a lengthy investigation into the origin of my funds for weeks now, having to submit numerous documents multiple times and write over 30 emails without receiving a concrete answer.
I understand that a casino can, under certain circumstances, request proof of the origin of funds. However, what I cannot understand is why this process is taking so long and why, despite my repeated cooperation, I am not receiving a clear answer.
I therefore request a comprehensible explanation as to why this amount of evidence is required in my specific case and why the review cannot be completed despite the documents already submitted.
My point is not to refuse a legitimate review outright. I simply want to understand why I've been given the runaround for weeks, even though I've submitted all the documents I have and urgently need a clear decision regarding my payment.
Thank you.
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1 week ago
TranslationHello Lucia,
Lussurio has again requested payslips for the last three months. I will now resubmit my payslips from May and September. These are the most recent ones I have.
I've reached the end of my patience. Despite submitting my request multiple times, I keep getting the same standard replies, while my payment remains unresolved.
I urge you to seriously investigate this case and request a concrete statement from Lussurio. Should no solution be reached, I will consider taking further action with the relevant authorities.
Thank you.
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1 week ago
Dear Lussurio Casino,
Thank you for clarifying the requirement regarding three months of payslips.
The player has now explained that the May and September payslips are the only ones currently available to them, so repeatedly submitting these same documents will not satisfy the three-month requirement.
Could you please provide one specific alternative way for the player to complete the Source of Funds verification in this situation? For example, please confirm whether a tax document, an official employer-issued confirmation of income, or another document together with bank statements showing salary payments would be acceptable.
I would appreciate a clear and practical document combination that the player can submit to finalize the verification without further repeated requests for documents they do not have.
Thank you.
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1 week ago
TranslationHello Lucia,
I'm attaching two screenshots of the latest responses from Arthas and the KYC team.
The KYC team is again requesting the same payslips for the last three months, even though I have already explained that I only have the payslips for May and September.
Arthas keeps referring me to KYC support or putting me off, but I don't get a concrete solution there. I'm constantly being passed around without anything changing.
You have already explicitly asked Lussurio for an acceptable alternative for source-of-funds verification. Despite this, I continue to receive only the same standard replies.
I therefore ask you to follow up again and ask Lussurio to answer your question specifically, instead of continuing to ignore it.
I participated in the verification process and cannot endlessly repeat the same steps. I expect a clear solution so that my verification and my outstanding payout can finally be completed.
Thank you.
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1 week ago
TranslationHello Lucia,
Lussurio has now sent me a list of alternative documents. The problem is, I don't own any of them. I don't have any investment accounts, real estate, or my own business, nor do I have any documentation of sales or gifts.
I am a regular employee and currently unemployed. My available proof of income consists of my payslips from May and September 2026.
I don't understand why it's so difficult to find a realistic solution for my situation. I've submitted the documents I have available and simply want to know what further evidence I can actually provide.
Could you please follow up with Lussurio again and insist that they offer me a workable solution instead of demanding documents I don't even have?
Thank you.
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1 week ago
Dear Lussurio Casino Team,
Thank you for providing the list of alternative Source of Funds documents.
Unfortunately, the player has explained that these options do not apply to their circumstances. Their income has come from employment, and they are currently unemployed.
The player has payslips from May and September 2026 available.
Could you please confirm whether these payslips, together with bank statements showing salary payments and deposits to the casino, would be sufficient?
If not, could you please clarify what remains missing and suggest a realistic alternative?
Thank you for your cooperation.
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1 week ago
TranslationHello Lucia,
Thank you so much for following up with Lussurio again. Unfortunately, I wasn't able to upload the screenshot of the KYC team's response before. So, I'd like to show you what they actually replied to me.
Lussurio sent me a list of alternative documents: tax returns, investment accounts, proof of real estate or vehicle sales, annual financial statements of one's own company, and proof of gifts.
The problem is that none of this applies to my situation. I don't own any real estate or investment accounts, I don't have my own business, and I haven't received any such gifts. I'm a regular employee who is currently unemployed. Where am I supposed to get such documents if I don't have these assets or sources of income?
My last available payslips are from May and September 2026. I am prepared to submit these along with my bank statements showing my salary payments and casino deposits. However, I am unsure whether Lussurio would accept this combination, as I have not yet received a clear answer.
I've contacted KYC support countless times and written about 50 emails by now. Despite this, I keep getting the same answers. Even after you explicitly asked for a practical alternative, I was simply sent a list of documents that I don't possess.
I want to cooperate with the verification process and provide all the evidence I can realistically obtain. However, I cannot submit documents that simply do not exist due to my personal financial situation.
Could you please insist that Lussurio specifically confirm whether my two payslips, along with the bank statements, are sufficient? If not, they should please suggest a realistic alternative that fits my situation, instead of continuing to send me in circles with general requirements.
Many thanks for your support.
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1 week ago
TranslationHello Lucia,
I also found my bank statement showing my last salary payment from Ammann in the amount of €1,301.19. I also have the bank statement showing my deposit to Lussurio. However, this statement lists a third-party provider as the payee, not Lussurio directly.
I will upload both documents here and highlight the relevant bookings so you can more easily identify them.
Could you please check whether these bank statements, along with my two payslips, can be considered proof of my source of income and the deposit?
Thank you.
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5 days ago
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Hello Lucia,
The KYC team sent me the exact same message again, with the same list of alternative documents. I've attached a screenshot.
That still hasn't answered your specific question. I've already explained that I don't own any investment accounts, real estate, a business, or any relevant gift certificates. I'm currently unemployed and only have the payslips I've already shown you, as well as my bank statements.
You specifically asked Lussurio to provide a concrete and realistic alternative for my situation. Instead, I receive the same copy-pasted answer yet again.
I really don't know how I'm supposed to reach a solution with the KYC team if they don't address my actual situation.
Please follow up again and demand that Lussurio finally answer specifically whether my payslips along with my bank statements are sufficient. If not, they should explain exactly which available proof they would accept.
Thank you.
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4 days ago
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Hello Lucia,
I have now prepared two further pieces of evidence: a bank statement showing my salary deposit from Ammann in the amount of €1,301.19, and a bank statement showing the deposit to Lussurio. However, the deposit statement displays the name of the third-party provider and not Lussurio directly.
I will send this evidence, along with my May and September payslips, to the KYC team so they can verify my income and deposit at that time.
The KYC team continues to insist that I submit at least one of the aforementioned alternative documents, even though I have repeatedly stated that I do not possess any of them. I have no investment accounts, real estate, or business of my own, and I am currently unemployed.
I am genuinely trying to provide all the evidence available to me. Therefore, I ask you to continue insisting that Lussurio reviews my actual documents and specifically explains what might still be missing, instead of repeatedly sending the same standard reply.
Many thanks for your support.
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