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 week ago
Translation
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.
Automatic translation:
Public
Public
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.
Stay safe.
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6 days 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
