Luxury Casino - Player’s winnings haven’t been received yet.

Hello. Im going to start from the beginning. I’ve been playing with this site before it was called Luxury casino, it was a site called QUATRO. Ive won many times before and withdrawn many times before. I was even able to buy a new couch with my winnings. Now, onto last night. I recently made a withdrawal of $1001.94 on 4.14.2023, and waited the 48hrs for it to be sent. I couldn’t see the amount on my account so I msged the live chat & an agent reassured me it would be released the next day (4.16.2023), yay cant wait. So I decided to play some more and when I tried to sign in, it says wrong password so once again I msg live chat, and they ask me for my email, my number to verification only to find out that someone that wasn’t me, updated my account, changed the email to la***n@outlook.com, changed the number to one ending in 318, which both are NOT associated with me at all, and that the $1001.94 withdrawal was reversed early in the morning, then another one was made for $800 PLUS the bonus was added and $360+ worth of bonus play was redeemed to my account. I never had any bonus play that I knew of, I only had the $1001.94 in my account with no restrictions on it in the first place. The first agent Shaun said that I updated my account with Francez, and added the unknown email and number to my account, he told me that. So I go to ask another agent in a different chat to help me figure this out & she helps for awhile than suddenly has to leave on a scheduled break and transfers me to an agent named FRANCES. Seem fishy now?? Yeah it does, he than tells me to email "risk management" for casino rewards which I do, so in the meantime, I go on the site for 16 mins and wager 6$ Bets on the Casino Rewards 20 year Slot Game to see if Im able to withdrawal the same amount of $1001.94 but unfortunately Im not. Ive gotten a response from Risk Management relaying my activity after the fishy chats with their agents & they’ve given me a choice to play through or make an exception for me to forfeit the $365 bonus and withdraw the remaining $666.56 so I say yes do that but now I’m being asked to take a selfie with my identification card & i dont know what to do & if I should. I feel like im being hacked because now Im getting verification codes sent to my phone number when Im not even on the site in the first place, and now I dont even have the withdrawal option on my account. Please help. Im about to call my TD Bank and get the fraud department because I’ve sent $1000+ to this casino since March.2023 & now Im having a hard time with them. i will attach the screenshots of the chats with their agents & how my account looks when I try to withdraw from it.

(i can only upload so many screenshots on this thread ill add more if Im able too later on because I have everything screenshotted)

Dear danalapensee,

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

No, someone reversed the $1001.94 withdrawal without my consent, and added an unknown email & phone number to my account to try and get $800 sent to said email, an email that is NOT MINE. They’ve restricted the withdrawal section from me to see & are now asking me to take a picture of myself with my ID next to my face in order to receive a different amount of money which is $666.56, much less than the original withdrawal I MADE MYSELF $1001.94 & the scammers $800 they made THEMSELVES. Im no longer waiting for a deposit now, because they’re asking for my identification with a selfie even though I JUST SENT my identification on the 14th of this month when I made the withdrawal of $1001.94….

Thank you for your reply, danalapensee. Do I understand correctly that it seems that your account has been hacked? Also, do I understand correctly that the bonus was not activated by you?

Additionally, if there is any other relevant communication between you and the casino, please forward it to kristina.s@casino.guru. Alternatively, you can post it here. 

Dear danalapensee,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

Unfortunately, the player has not responded to our messages and questions. Consequently, we are unable to investigate further and have no choice but to reject this complaint.

The player can reopen this complaint at any time.