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