The player from Canada faces issues with a casino that canceled his withdrawal request, demanding a selfie with his ID while accessing their website, which he finds impossible. He also seeks confirmation about the legitimacy of the casino's domain and licensing but has received no response from support.
Lussurio Casino - Player’s withdrawal is delayed due to account verification issues.
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Waiting for player to reply
0d 20h 28m 31s
Lussurio Casino
Safety Index 7.3 Fresh casinoCase summary
Discussion
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1 week ago
"Selfie with your ID document in hand in front of our website" and canceld my withdrawal . Its not possibel for any peron on earth to take such selfi .
When i send email to them that before i upload my id card i want to know
Please confirm that lussurio1.com is one of your official domains and that it is covered by your gaming licence. I would also appreciate confirmation that it is safe to upload my passport or ID documents through this website.
No answer chat support no answer email no answer now my money is in their site
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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 account accessible to you can you log in?
- When logged in, does the casino offer you a space where you can upload your documents? Have you already uploaded any of the documents the casino requested?
- Have you tried using a tripod to take the necessary selfie of yourself in front of the casino's website?
- Did you achieve your current balance with the help of a bonus?
- Could you please share with me your communication with the casino regarding the issue or any other relevant evidence to support your case? Send emails or chat transcripts to my email at tomas@casino.guru, or post screenshots here
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
