Lussurio Casino - Player's withdrawal is delayed due to KYC verification.

I am requesting assistance regarding a delayed KYC verification and the resulting restriction on withdrawals from my Lussurio Casino account.

I have previously used my account and successfully completed withdrawals of €50 and €100 without any issues.

After requesting a withdrawal of €1,000, my withdrawal function was restricted due to KYC verification. The €1,000 withdrawal was subsequently returned to my casino balance because the KYC process had not yet been completed.

I fully cooperated with the verification process and promptly provided the documents requested by Lussurio, including:

My valid ID document;

A photo of myself holding my ID;

A Revolut bank statement confirming my residential address;

A Swedbank bank statement confirming my residential address;

My Revolut account details;

Information regarding my Swedbank card, although this card was not used to make deposits to my Lussurio account.

After several days, Lussurio's KYC department requested an additional photograph of me holding my ID document in front of the Lussurio website, with my full face and the ID details clearly visible.

I provided this additional photograph promptly and followed all of their instructions.

However, my withdrawal function remains completely unavailable.

I have contacted Lussurio's live support, and they informed me that the KYC process may take up to three business days. I have also contacted Lussurio by email several times, but I have not received a proper confirmation or status update regarding my verification.

My concern is that I have fully cooperated with the KYC procedure and provided every document requested so far, yet my withdrawal function remains disabled and I have not received a clear explanation of when the verification will be completed.

I am not refusing any reasonable verification requirement. I simply want Lussurio to complete the KYC verification and restore my withdrawal function so that I can withdraw my legitimate winnings.

I would therefore appreciate your assistance in contacting Lussurio and obtaining a clear answer regarding:

The current status of my KYC verification;

Whether any further documents are genuinely required;

Why my withdrawal function remains disabled;

When my withdrawal function will be restored;

Confirmation that my available balance will remain safe and available for withdrawal once KYC is completed.

I can provide screenshots of the withdrawal restriction, live-chat conversations, emails, and other relevant evidence if required.

I would appreciate your assistance in resolving this matter with Lussurio as soon as possible.

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.

Hello,

Thank you very much for submitting this complaint. I'm sorry to hear about the problem you're experiencing. Please allow me to ask you a few questions to clarify your situation.

• When was the last time you submitted any identity documents to the casino for verification?
• Have any of your documents been reviewed and approved by the relevant department, or have you not yet received confirmation that they were accepted?
• Which payment methods have you used to deposit funds into your casino account?
• How many deposits have you made into this casino so far?
• Did you accumulate your most recent winnings with or without a bonus?

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

Veronika

Hello,

Thank you for getting back to me and for looking into my case.

Please find the answers to your questions below:

When was the last time you submitted any identity documents to the casino for verification?

The most recent document I submitted was on 19 August 2026. Lussurio specifically requested a new photo of myself holding my ID document in front of the Lussurio website, with my full face and the ID details clearly visible. I submitted this photo promptly on the same day.

Have any of your documents been reviewed and approved by the relevant department, or have you not yet received confirmation that they were accepted?

I have not received any confirmation that my KYC documents have been approved. My withdrawal function is still completely disabled. The casino's live support previously informed me that the KYC process could take up to 3 business days.

Which payment methods have you used to deposit funds into your casino account?

I made my deposits using my Revolut account. My Revolut bank statement shows numerous transactions to Payently PI Limited, which was used as the payment processor for my casino deposits.

I provided this Revolut statement to Lussurio as part of my KYC verification. I also provided my Revolut account details and explained that Revolut is a digital bank and that I do not have a physical Revolut card.

I also provided information regarding my Swedbank card, but this card was not used to make any deposits to my Lussurio account.

How many deposits have you made into this casino so far?

I have made numerous deposits into my Lussurio account. The transactions can be verified in my Revolut bank statement, where the payments to Payently PI Limited are clearly shown.

Did you accumulate your most recent winnings with or without a bonus?

My winnings were accumulated without using any bonus. I did not use a deposit bonus, free spins, or any other promotional bonus in connection with these winnings.

I have fully cooperated with Lussurio's KYC procedure and have promptly provided every document they requested. Despite this, my withdrawal function remains disabled and I have not yet received confirmation that my verification has been completed.

I can provide the Revolut statement and screenshots of my withdrawal restriction, previous communications with Lussurio, and the live-chat conversation if these are useful for your investigation.

Thank you for your assistance. I hope you can help me get this matter resolved with Lussurio as soon as possible.

Kind regards,

Reda S.

Hello,

I would like to provide an update regarding my complaint.

Lussurio KYC Team recently asked me to confirm that I am the owner of my Revolut bank account. I confirmed this and explained that the Revolut statement showing my name and IBAN had already been provided with my initial KYC documentation.

Since then, I have received no further response. My KYC verification is still pending and my withdrawal function remains disabled, so I am still unable to withdraw my available balance.

I have fully cooperated with all of Lussurio's requests and provided all requested documentation.

Please take this update into consideration when reviewing my complaint.

Kind regards,

Reda S.

Hello,

I would like to provide another important update regarding my complaint.

Lussurio has contacted me again and is now requesting the Revolut bank statement in PDF format to confirm ownership of my bank account.

The important point is that I had already provided this bank statement with my initial KYC documentation. It clearly showed my full name and the same IBAN. When Lussurio later asked me to confirm ownership of the account, I immediately confirmed that I am the account holder.

They are now requesting the same bank statement again, only specifying that it must be in PDF format.

I will provide the PDF as requested, because I want to fully cooperate and resolve this matter. However, I am becoming increasingly concerned that the KYC process is being unnecessarily prolonged by introducing additional requirements one at a time.

So far, I have promptly complied with every request from Lussurio, including:

my ID document;

the requested photograph of myself holding my ID in front of the Lussurio website;

proof of address;

my Revolut bank statement;

confirmation that the Revolut account belongs to me;

and now the same bank statement specifically in PDF format.

My withdrawal function is still completely disabled and I remain unable to withdraw my available balance.

I have asked Lussurio to provide a complete list of any remaining KYC requirements so that I can provide everything at once, rather than continuing with repeated requests over several days.

At this point, I am concerned that the verification process is being unnecessarily delayed. I would therefore appreciate your assistance in asking Lussurio to clarify whether anything else is required after the PDF bank statement is provided and, if so, to provide the complete list of remaining requirements.

I am fully cooperating with the verification process and simply want my KYC to be completed and my withdrawal function restored.

I can provide screenshots and copies of all correspondence with Lussurio if required.

Thank you for your continued assistance.

Kind regards,

Reda S.

Hello,

I would like to provide an important update to my complaint.

My KYC verification has now been completed. However, I am still experiencing significant problems with withdrawals.

Yesterday I submitted three withdrawals at the same time: €400, €400 and €100. Only the first €400 has been processed and paid. The other two withdrawals remain in the queue.

Today I have not received another payment, although I was allowed to submit an additional €400 withdrawal. This new withdrawal is also subject to the existing queue.

My concern is that if withdrawals continue to be processed one by one in this manner, despite being submitted at the same time, it could take an unreasonably long time for me to access my remaining balance.

KYC is already completed, so there are no outstanding verification requirements from my side.

I have contacted Lussurio regarding the withdrawal processing time and asked them to explain the queue system and whether my withdrawal limit can be increased.

I would appreciate it if you could also take this new development into consideration when reviewing my complaint.

Kind regards,

Reda S.

Hello,

I would like to provide an important update to my complaint.

My KYC verification has now been completed. However, I am still experiencing significant problems with withdrawals.

Yesterday I submitted three withdrawals at the same time: €400, €400 and €100. Only the first €400 has been processed and paid. The other two withdrawals remain in the queue.

Today I have not received another payment, although I was allowed to submit an additional €400 withdrawal. This new withdrawal is also subject to the existing queue.

My concern is that if withdrawals continue to be processed one by one in this manner, despite being submitted at the same time, it could take an unreasonably long time for me to access my remaining balance.

KYC is already completed, so there are no outstanding verification requirements from my side.

I have contacted Lussurio regarding the withdrawal processing time and asked them to explain the queue system and whether my withdrawal limit can be increased.

I would appreciate it if you could also take this new development into consideration when reviewing my complaint.

Kind regards,

Reda S.

Thank you for keeping me updated regarding the verification of your account and the processing of your withdrawal requests. I’m glad to hear that, despite the difficulties you encountered, your account has now been successfully verified.

I understand that waiting for withdrawals can be frustrating, especially when you have significant winnings in your account. I have reviewed the Terms and Conditions of Lussurio Casino, and I found the following provision regarding withdrawal limits:

7.15. At Lussurio, the general daily withdrawal limit for all players is $1,000 (One thousand) US Dollars (USD). For some players, higher withdrawal limits may apply. Any change to the withdrawal limit, including the possibility of removing the limit, is subject to individual agreement with the player's personal manager on the platform.

Could you please forward me the communication between you and the casino’s customer support regarding the possibility of increasing your withdrawal limits? My email address is veronika.f@casino.guru.

Also, how many withdrawal requests are currently pending in your account, and how long does it usually take for completed withdrawals to appear in your Revolut account?

If possible, please also send me a screenshot of the transaction history in your casino account showing the relevant withdrawal requests.

Thank you for your cooperation.

Hello Veronika,

Thank you for your response and for reviewing Lussurio's Terms and Conditions.

I am happy that my KYC verification has finally been completed, but I am still concerned about the withdrawal process and the amount of time it may take to receive my remaining balance.

I am forwarding you the communication with Lussurio Customer Support regarding my withdrawal limits and processing times.

In the chat, Lussurio confirmed that my current limits are:

Maximum per transaction: $500 USD

Maximum per day: $1,000 USD

Maximum pending withdrawals: 3 requests

They also stated that limits may potentially be increased by the Administration on a case-by-case basis.

Regarding my current withdrawals, I currently have 3 pending withdrawal requests and cant make more.

The first withdrawal of €400 was processed and received in my Revolut account. The other withdrawals that were submitted at the same time remained pending. I have also since submitted another withdrawal, which is currently pending.

I will also send you a screenshot of my Lussurio transaction history showing the relevant withdrawal requests.

Regarding the time for completed withdrawals to reach my Revolut account, the first €400 payment was received after it was processed. I can provide the exact time/date from my Revolut transaction history if needed.

I have also attached/provided the screenshots of my conversation with Lussurio Customer Support, including their confirmation of the withdrawal limits and processing timeframe.

I would appreciate it if you could ask Lussurio whether my withdrawal limit can be increased, especially considering that their own Terms and Conditions state that higher limits may apply to some players.

I would also appreciate clarification regarding why withdrawals submitted at the same time are being processed separately and remain in a queue, as this could make withdrawing my remaining balance take a very long time.

Thank you very much for your assistance.

Kind regards,

Reda S.

Dear RSTO

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, Ayberk (ayberk.a@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,

Veronika

Hello RSTO,

My name is Ayberk, 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,

Ayberk

The casino has now introduced a new 14-day suspension of all withdrawals due to an alleged provider review, despite my KYC already being approved and despite withdrawals remaining pendings. I have formally requested clarification and notified the casino that I will seek independent legal advice if the matter is not resolved. I would appreciate your assessment of this new development.

UPDATE – Casino has still not provided a specific reason for the provider review

I would like to provide an important clarification following the casino's latest response.

I know which game is involved in the provider review. The game was provided by 3 Oaks. However, the casino has still not explained why this particular game/session has been selected for review or what specific activity has triggered the investigation.

The relevant sequence of events is straightforward:

I had already accumulated winnings of more than €1,000 from another game.

I then played a 3 Oaks game.

I won approximately another €5,000 in that game.

My total winnings from the relevant gaming activity were therefore approximately €7,000.

No bonus was used at any point.

There was no explanation from the casino that my gameplay was suspicious or that I had breached a particular rule. Instead, they have simply referred to a very broad anti-fraud provision in Section 12.1 and stated that the provider is checking my gaming session.

I understand that a casino may conduct a legitimate technical or fair-play review. However, referring generally to an anti-fraud clause does not explain why my account has actually been placed under review.

I therefore ask the casino to provide a specific explanation of:

1. What exactly triggered the 3 Oaks review in my case?

2. What particular game round, transaction, betting pattern or other activity is being investigated?

3. Is there an actual suspected violation of a specific Terms and Conditions provision, or is this simply a routine provider verification?

4. If the casino suspects a specific violation, what is that violation?

5. When exactly was the review requested from 3 Oaks?

6. What is the maximum timeframe for completing this review?

The casino states that the review "typically takes up to 14 days, although it may occasionally take longer", but provides no maximum timeframe at all and says that it cannot provide an exact completion date.

I consider this insufficient because my withdrawals are being suspended indefinitely based on an investigation for which I have not been given a specific reason or a clear completion deadline.

I also ask to clarify the status of my already submitted withdrawals. The casino has confirmed that my pending withdrawals have not been cancelled and that, if no violation is identified, they will be processed after the review. Therefore, I would like this commitment to be clearly recorded as part of the complaint.

I am cooperating fully with the casino and have already completed KYC verification successfully. I would simply like a transparent explanation of why my winnings are currently being withheld and a clear, reasonable timeframe for the review.

I would also like to clarify the circumstances of the winnings from the 3 Oaks game.

The approximately €5,000 in winnings from this game was not the result of one unusually large bet or one exceptional game round. The winnings accumulated through multiple spins/game sessions over time, with a normal stake of approximately €5 per spin.

I had already won more than €1,000 in another game before playing the 3 Oaks game, and then accumulated approximately another €5,000 through normal gameplay in the 3 Oaks game. The total winnings were therefore approximately €7,000.

No bonus was used at any point.

I therefore do not understand what specific aspect of this gameplay has triggered the provider review. If the casino or 3 Oaks has identified a particular round, betting pattern, technical issue or Terms and Conditions violation, I respectfully ask them to identify it specifically rather than referring generally to Section 12.1.

UPDATE

I have received another response from Lussurio, but the casino has again failed to answer my specific questions.

The casino states that the review is a "standard procedure", but provides no explanation as to why my particular gaming session was selected, what specific activity is being reviewed, whether any actual suspected violation has been identified, or when the review will be completed.

Most importantly, all of my payouts are currently suspended, meaning that I cannot receive any of my already requested withdrawals.

The casino previously stated that the review would typically take up to 14 days but could take longer. They now say that they cannot provide any timeframe at all.

I do not consider an indefinite suspension of withdrawals with no clear maximum timeframe to be an adequate resolution.

I am therefore asking AskGamblers to intervene and request a substantive explanation from Lussurio, including the reason for the review, the specific activity being investigated, and a clear maximum timeframe for completion.

I also ask AskGamblers to obtain confirmation that my already submitted withdrawals from September 2, September 4 and September 7 remain valid and will be processed once the review is completed if no violation is identified.

We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.

Dear Ayberk,

Thank you for reaching out. The player's account has successfully passed KYC verification, and at this moment there are no further requirements on our side.

The current suspension of withdrawals is due to a Provider's Check carried out in accordance with Section 7.16 of our Terms and Conditions and Section 2.2 of our KYC Policy, which the player accepted upon registration. The review concerns the player's gaming activity with a specific provider and is a standard procedure, not an accusation against the player. We are unable to disclose the details of an ongoing provider review.

The timeframe depends on the third-party provider, so we cannot give an exact completion date. We are monitoring the review and will inform the player as soon as an outcome is reached.

Best regards,

Lussurio Casino.

Dear Lussurio Casino,

Thank you for the clarification. We will await further updates regarding the provider's review.

Please keep us informed of any developments.