Lussurio Casino - Withdrawal of player's winnings has been delayed.

I am submitting a formal complaint regarding three withdrawals totaling €1,200 (€400 x 3) from Lussurio Casino.

Due to the casino’s withdrawal limits (maximum $500 per withdrawal, approximately €400, with a maximum of three pending withdrawals), I submitted three separate withdrawal requests.

All three withdrawals were accepted by the system and remained visible as pending for approximately two days.

After this, I received an email from the casino stating:

"Your withdrawal request is paused until the verification process is completed."

This confirmed in writing that my withdrawal requests were active and pending, not cancelled.

I immediately complied and submitted all requested KYC documents, including ID and verification images.

Following this, my account displayed a message stating that withdrawals were restricted until KYC was completed, and the previously pending withdrawals disappeared.

I then contacted live support for clarification.

At first, support confirmed that my KYC verification was still ongoing and that my withdrawals would be processed after verification.

However, minutes later, the same support agent changed their explanation and claimed:

• The withdrawals had been cancelled

• The €1,200 had been returned to my balance

• I had then wagered those funds away

This directly contradicts the operator’s earlier written email confirming the withdrawals were only paused.

I dispute this entirely.

At no point did I see €1,200 returned to my playable balance.

Further, after this, the operator sent another email asking me to confirm ownership of the bank account used for deposit (incorrectly referring to my Revolut IBAN as a MiFinity account), which indicates the withdrawal/payment verification process was still active.

This again contradicts the claim that the funds had already been cancelled and spent.

I requested:

• Full transaction logs

• Cancellation timestamps

• Proof of any recredit

• Betting logs showing where the €1,200 was allegedly wagered

The operator has not provided any of this.

Instead, they have stopped responding to my emails and blocked me from further live chat communication after I challenged these contradictions.

I am you to assist in obtaining:

1. Full account audit logs

2. A clear explanation of what happened to my €1,200

3. Immediate payment of my withdrawals if the operator cannot prove their claims

I have full evidence including:

• Screenshots of all three withdrawals

• The KYC "paused" email

• The KYC restriction screen

• The live chat transcript

• The follow-up bank verification email

• Screenshots showing the withdrawals later marked cancelled

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.

Dear tharm,

Thank you very much for submitting your complaint. We are sorry to hear about the issue with your withdrawal and understand your concern. However, please bear in mind that it’s quite usual for withdrawals to take a couple of days or even weeks to get fully processed. This means that it may take some time before your money appears in your account. This delay may be caused by unfinished KYC verification or a high volume of withdrawal requests.
That’s why we advise players to be patient, cooperate fully with casino, and wait at least 14 days after requesting their withdrawals before submitting a complaint.

If your account has been successfully verified, your game history checked, your withdrawal approved by the casino, and you still haven't received your winnings by 14 days since requesting the withdrawal, we will intervene and do our best to help you.
Thank you in advance for your patience and understanding.

Best regards,
Complaints Resolution Center

Guru

Thank you for your response.

I would like to clarify that the issue here is not simply a delay due to KYC verification.

The issue is the contradictory information and the handling of my funds.

When I first requested the withdrawals, I contacted live support and was specifically told there were no issues with my account and that I did not need to do anything further. I was also told withdrawals would be processed within three working days.

The three withdrawals (€400 each, €1,200 total) remained pending for approximately two days.

Only after this period did the casino contact me requesting KYC documents, which I submitted immediately.

The casino then confirmed in writing that my "withdrawal request is paused until the verification process is completed."

However, when I later contacted live support for an update, I was told that I had no pending withdrawals and that the funds had been returned to my balance and spent.

This is the core dispute.

The issue is not whether KYC was incomplete. The issue is:

1. The casino first confirmed my withdrawals were paused.

2. They later claimed the withdrawals had been cancelled.

3. They claimed the funds had been returned and wagered.

4. They have provided no account logs or evidence to support this.

5. When I questioned this, I was blocked from further live chat communication.

In addition, after all of this, the KYC team sent me another email asking me to confirm ownership of what they referred to as a "MiFinity account."

This account is not MiFinity. It is my Revolut bank account.

I replied multiple times correcting this and clarifying the account ownership, but those emails have been ignored.

This indicates the verification/payment process was still ongoing, which directly conflicts with support’s later claim that the withdrawals had already been cancelled and the funds spent.

The dispute is therefore about:

• the disappearance of my €1,200 in withdrawals

• conflicting statements from the operator

• being blocked from further communication

• an active restriction on my account

• and complete lack of response despite multiple follow-ups

I am not complaining because my withdrawal is delayed.

I am complaining because the operator’s own records and communications do not match, and they have failed to explain where the €1,200 currently is.

Update to my complaint:

I wish to add an important update.

After multiple emails in which I repeatedly asked Lussurio Casino to explain what happened to my three withdrawals totaling €1,200, those questions were completely ignored.

My direct questions were:

• Where exactly did the €1,200 go?

• On what date and time were the withdrawals allegedly cancelled?

• When were the funds supposedly returned to my balance?

• Where are the transaction logs proving this?

• Where are the gameplay logs showing these funds were allegedly wagered?

Lussurio has refused to answer any of these questions.

Instead, today I received an email from their KYC team stating:

"No additional documents are required at the moment. You can now freely play and enjoy our games."

This indicates the KYC review has now been completed and the restriction on withdrawals has been removed.

However, the casino still has not explained what happened to my original three withdrawals totaling €1,200.

This is highly concerning because their earlier email clearly stated my withdrawals were "paused until verification is completed," confirming those withdrawals existed and were pending.

Live support later contradicted this and claimed:

• the withdrawals were cancelled

• the funds were returned to my balance

• I had then wagered the balance away

I dispute this entirely.

No evidence has been provided for these claims, and when I challenged them and asked for proof, I was blocked from further live chat communication.

To this day:

• no transaction logs have been provided

• no cancellation timestamps have been provided

• no gameplay logs have been provided

• my DSAR requesting full account and transaction logs has not been answered

This is not a simple delayed payment issue. This is now a dispute regarding missing funds, contradictory explanations, blocked communication, and refusal to provide account records.

I ask Casino Guru to require the operator to provide full audit logs and a clear explanation for the missing €1,200.

Just a further update. No funds have been received and no response to the various emails I have sent querying where my funds are and when my withdrawal will be processed. I am still blocked from live help.

Dear tharm,

I hope you are doing well. As the recommended time frame has now passed, could you kindly update us on whether your withdrawal has successfully been received or if there have been any new developments regarding your case? Thank you for your time, and I look forward to your response.

Dear Karla,

Thank you for following up.

No funds have been received.

What initially began as a delay in KYC verification has now become a dispute regarding the whereabouts of my €1,200 in withdrawals.

My original concern was simply the delay in verification and payment. However, after repeated follow-up emails and live chat requests, the casino changed its position and claimed that my withdrawals had been cancelled, the funds had been returned to my balance, and then spent.

This is the issue I dispute.

I have repeatedly asked the casino to provide all account records, transaction logs, cancellation timestamps, recredit records, and gameplay logs showing what happened to these funds.

I also submitted a formal Data Subject Access Request for all account records.

To date, I have received no response or acknowledgement from KYC/compliance, Lussurio support, or any related support channel.

I also remain blocked from live chat support.

In my account, I do not have access to gameplay history or any detailed transaction logs.

The only visible account history available to me shows the withdrawals marked as "Cancelled," but there are no visible entries showing any separate recredit or reversal of the €1,200 back to my balance.

Additionally, the cancellation entries display the same original timestamps as when the withdrawals were first requested, rather than any separate cancellation timestamp, despite the withdrawals having remained visible as pending for a period after submission.

At this stage, there has been no payment, no explanation, and no supporting records provided by the operator.

I would ask that the casino now be invited to respond directly and provide the full audit trail for the disputed €1,200.

Dear tharm, thank you for your response. Please allow me to ask you a few questions, so I can understand the whole situation completely.

• Have you made any successful withdrawals before?
• Could you please confirm that you have passed the KYC verification?
• Did you accumulate your winnings with or without an active bonus?
• Did you play casino games or bet on sports?
• Could you please share your communication with the casino regarding the delayed withdrawal? Send emails or chat transcripts to my email at karla.m@casino.guru, or post screenshots here.

I hope we will be able to help you to resolve this issue as soon as possible. Thank you very much in advance for your reply.

Karla

Hi Karla. I s3nt over the requested documents via email this morning

No previous withdrawals

I did not use a bonus and an email recieved on 22 June stated

Dear Player,

Thank you for your patience during the verification process.

We are glad to inform you that no additional documents are required at the moment.

You can now freely play and enjoy our games!

If any questions arise, feel free to contact us anytime. Have a great day!

Best regards,

KYC Team

Lussurio Casino

Update: July 4th

This morning I was able to access Lussurio live chat again after previously being blocked.

I followed up regarding my three withdrawal requests (€400 x 3).

At the start of the conversation, support stated they could not see any active withdrawals on my account. After I provided the dates and amounts, support initially stated that the withdrawals were paused/restricted pending verification.

I then reminded them that my KYC verification had already been completed and approved on 22 June.

After I pointed this out, support changed their explanation and stated that the withdrawals had actually been cancelled during the verification process and that the funds were allegedly returned to my gaming balance on 15 June 2026 at 08:30:23 UTC, before being used for gameplay.

Support also provided specific balance figures they claim existed before and after this alleged recredit.

I challenged this because:

my withdrawal history only shows the withdrawals as "cancelled" at the exact timestamps they were originally requested,

there is no visible transaction log or balance entry showing any €1,200 recredit,

and there is no player-facing ledger available for me to independently verify their claims.

Support admitted there is no account section showing these internal balance movements and stated only their finance department can provide the internal ledger.

I also made it clear during the chat that I have made multiple attempts over the past two weeks to contact their finance department by email and have not received a single response.

This is important because I am being directed to a department that has repeatedly ignored my requests for evidence.

I will be forwarding the full live chat transcript directly to Karla, as it contains important admissions, contradictions, and confirmation that my previous emails have gone unanswered.

Additional update:

Since my live chat this morning, I have been going back through my records from that period, including my emails and Google activity logs, to cross-check the timeline.

In doing so, I found that Lussurio’s KYC team emailed me at 09:53 IST on 15 June stating that my withdrawal request was paused until verification was completed.

This is important because support told me today that the withdrawals had already been cancelled and recredited to my balance at 09:30 IST that same morning.

That means their own KYC email was sent 23 minutes after they now claim the withdrawals had already been cancelled.

I believe this is a significant contradiction and raises serious questions about the accuracy of the explanation being given.

Dear tharm,

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,

Karla Mayfly

Dear Karla,

Thank you very much for your assistance and for handling the initial review of my complaint. I appreciate the time and effort you have taken.

I acknowledge your update and look forward to hearing from Lucia in due course.

Kind regards,

Tracey Harmon

Hello tharm,

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

Dear Lucia,

The player claims that 1,200 EUR was not credited back to his balance. This is not true.

The facts:

At 08:30 UTC - the player placed a bet and stopped playing for a while. After some time, the withdrawal requests were canceled.

08:50 UTC - Withdrawal requests canceled; 1,200 EUR credited to the player’s account balance.

09:08 UTC - The player resumed his gaming session and lost the entire amount.

This is clearly shown in the attached screenshot: between 08:30 and 09:08, the player’s balance increased by 1,200 EUR, after which he began playing.

At that time, the player did not place any bets or receive any winnings. The balance increased by exactly the total amount of his three withdrawal requests.

We request that you close this complaint. The casino owes nothing to the player—the funds were returned and were entirely lost by the player.

We have attached the evidence.

Best regards,

Lussurio casino.

Hi Lucia,

Thank you for the opportunity to respond.

Having reviewed the operator's response, I continue to dispute their version of events and respectfully ask that a number of important discrepancies be clarified.

Firstly, the operator states that my three withdrawals were cancelled and €1,200 was recredited to my balance at 08:50 UTC. However, the screenshot they have provided appears to associate the balance increase with the gameplay entries at approximately 08:30 UTC, rather than 08:50 UTC. This appears inconsistent with the written timeline they have provided. I therefore ask that the operator provide the complete audit trail showing the exact cancellation time of each withdrawal and the exact timestamp of the €1,200 recredit.

I also note that this differs from the explanation previously given to me by support, where I was advised the funds had been returned while I was playing Mythology Zeus. The explanation now presented to Casino Guru instead suggests that I stopped playing, the withdrawals were cancelled, and I later resumed play. I ask that the operator clarify the correct sequence of events and provide the records supporting it.

More importantly, the operator has still not explained who cancelled the withdrawals. I certainly did not cancel them. If the operator cancelled them, I ask that they explain who authorised those cancellations, why they were cancelled, under what policy or terms they were cancelled, and how I was notified that this had happened.

The operator's timeline is also difficult to reconcile with the communications I received from their KYC team.

I received an email advising that my withdrawal was on hold pending completion of KYC verification. I then completed the requested verification and was subsequently asked to confirm my withdrawal account. Those communications clearly indicated to me that the withdrawal process was still ongoing.

If, as the operator now states, the withdrawals had already been cancelled and the funds returned to my balance before those communications, I respectfully ask the operator to explain:

Why was I informed that my withdrawal was on hold pending verification?

Why was I subsequently asked to confirm my withdrawal account if there was no longer a pending withdrawal?

Why did the operator never inform me that my withdrawals had already been cancelled and returned?

Following the KYC process, I did not receive confirmation that my account had been successfully verified or that my withdrawals had been cancelled. I was simply informed that no further documents were required. At no point was the true status of my withdrawals clearly communicated.

I would also like to point out that once the KYC restriction was applied, I no longer had access to the withdrawal section of my account. Prior to this I could view my pending withdrawals. After the restriction was applied, I had no visibility of their status and no means of knowing whether they remained pending, had been cancelled or had been returned. I therefore relied entirely on the operator's communications, all of which continued to indicate that my withdrawal was subject to verification.

Throughout this matter I repeatedly emailed the operator asking where my €1,200 had gone, when my withdrawals would be processed, and requesting my gameplay history, transaction history, cancellation records and account audit logs. I also submitted a DSAR requesting my account records. None of these requests received any meaningful response or acknowledgement. The detailed explanation and limited screenshot have only been produced after Casino Guru became involved.

If this has always been the operator's explanation, I respectfully ask why none of this information was provided when I repeatedly requested it directly. Had the operator simply responded with the relevant records at the time, much of this dispute could have been addressed months ago.

Finally, I respectfully submit that the limited screenshot provided is not, in my view, sufficient to independently verify the operator's reconstruction of events. It is a cropped extract rather than a complete account audit trail.

For these reasons, I respectfully request that the operator provide:

The complete audit logs for my account.

The exact cancellation timestamp for each withdrawal.

The exact timestamp of the €1,200 recredit.

The complete balance history before and after the alleged recredit.

The full gameplay history and session logs covering the relevant period.

Confirmation of who cancelled the withdrawals and how I was notified.

My position has remained consistent throughout. I dispute the operator's version of events, which is precisely why I repeatedly requested the underlying records. Those records were not provided until these proceedings, despite my numerous requests.

Thank you for your continued assistance.

Dear Lussurio Casino Team,

Thank you for your clarification and for providing the screenshot.

However, based on the screenshot alone, we are unable to verify that it relates to the player who submitted this complaint. The screenshot does not appear to include any identifying information, such as the player’s account name, account ID, email address, or another relevant identifier that would confirm the account belongs to the complainant.

In order for us to review the matter properly, we kindly ask you to provide additional supporting evidence, such as the player’s gameplay history, transaction history, or any other relevant documentation. The provided evidence should clearly confirm that the account in question belongs to the complainant and should also show that the returned funds totaling 1,200 EUR were credited to the player’s balance and subsequently played.

You may send the documents directly to me at lucia.s@casino.guru.

Thank you for your cooperation and understanding.

Dear Luсia,

We have sent the video evidence to your email address.

Best regards,

Lussurio Casino.

Dear Tharm,

I would like to let you know that we are currently reviewing the documentation provided by Lussurio Casino in relation to your complaint.

To help us assess the situation as accurately as possible and compare the casino’s statement with your account activity, I would kindly like to ask you for a few additional details.

• Could you please confirm the current balance of your casino account and whether there are currently any funds available for withdrawal?
• Additionally, could you please provide a screenshot of your account transaction history, ideally covering the period from the date on which you submitted the three disputed withdrawal requests up to the present day?
• Lastly, could you also confirm when you last made a deposit into your casino account?

This information will help us better understand the full timeline of events and ensure that we can properly compare the information provided by both sides.

Please feel free to send the information directly to me at lucia.s@casino.guru.

Thank you in advance for your cooperation.

Kind regards,

Lucia

Dear Lucia,

Thank you for your message.

For transparency, I can confirm that my current account balance is €0, and there are no funds available for withdrawal.

My last deposit into the casino was made on 3 July 2026.

I have also sent an email containing the screenshots of my account transaction history from my side, covering the requested period, as these were easier to provide directly by email.

Please let me know if you require any further information from me.

Kind regards,

Dear tharm,

After a careful review of the information and supporting documentation provided by both parties, we were able to confirm that the €1,200 was returned to your casino account on the same day the withdrawal requests were cancelled.

The available records further indicate that the returned balance was subsequently used for gameplay. As there are currently no remaining funds in the account available for withdrawal, we are unable to establish that the casino is withholding any payable balance.

We understand that this outcome may be disappointing. However, based on the evidence currently available, we have decided to reject the complaint.

Thank you for your understanding, and I’m sorry I couldn’t provide a more favorable resolution in this instance. If you encounter any other issues with this or any other casino in the future, please don’t hesitate to reach out to our Complaint Resolution Center. We’re always here to assist you!

Best Regards,

Lucia