Lussurio Casino - Die Spielerdokumente wurden nicht genehmigt.

I submitted my KYC documents three days ago, and I did indeed submit everything!

I didn't use any bonuses while playing. It seems to be a common problem at this casino.

So I can't withdraw my money.

Olen toimittanut kolme päivää sitte KYC-dokumentit, ja toimitin todellakin kaikki!

En käyttänyt mitään bonuksia pelatessani. Tuntuu olevan tällä kasinolla yleinen ongelma.

En siis pysty kotiuttamaan rahojani.

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 Toolo,

Thank you for submitting your complaint. I’m very sorry to hear about the difficulties you’re experiencing and appreciate you bringing this to our attention.

Please note that KYC (Know Your Customer) verification is a mandatory security process designed to protect both players and the casino. Because online casinos cannot verify identities in person, KYC is the only reliable method to confirm that an account and its funds belong to the rightful owner. Licensed, reputable casinos handle this step carefully. Although verification can sometimes take a few business days, it is carried out to protect you and prevent misuse of your account. It is also common for casinos to request additional documents even after an account has been verified previously.

To help us investigate and expedite the process, could you please provide the following details:

• Which documents have you already submitted?
• Have you provided all the required documents in the correct form?

We hope to resolve this matter quickly. Thank you in advance for your reply and cooperation.

Best regards,

Kristina

Well, I've been playing for 20 years, so I imagine I know almost everything about casino practices. So I sent everything they asked for, plus a bank statement and a gas bill, in the correct format and to the correct address.

The casino no longer responds to inquiries, etc., and the chat didn't work yesterday either.

No olen pelannut 20 vuotta, joten kuvittelen tietäväni lähes kaiken kasinoiden käytännöistä. Lähetin siis kaikki mitä pyysivät ja lisäksi vielä tiliotteen ja kaasulaskun ja oikeassa muodossa sekä oikeaan osoitteeseen.

Casino ei enää vastaa tiedusteluihin tms enää, eikä chat myöskään eilen toiminut.

Still nothing has happened!?

So I still can't withdraw my money!

Edelleenkään ei ole mitään tapahtunut!?

Enkä siis edelleenkään saa nostaa rahojani!

Thank you very much for your reply, Toolo. When did you receive the last message from the casino regarding this issue? Could you please forward all relevant correspondence between you and the casino to kristina.s@casino.guru? If it’s more convenient, you may also post screenshots here. I understand this may take time, so I appreciate your assistance.

Yesterday the documents were FINALLY approved. Now I'm waiting here for another day for them to pay my withdrawal!? Incredible action!

Eilen että dokumentit on VIHDOIN hyväksytty. Nyt odottelen tässä toista päivää että saisivat maksettua nostoni !? Uskomatonta toimintaa!

We'd like to inform everyone following this case that the player has marked this complaint as resolved using the dedicated button.

Dear Toolo,

We are pleased to hear that your issue has been resolved. We will mark the complaint as 'Resolved' in our system. Thank you for your cooperation and confirmation. If you experience any future issues with this or any other casino, please don’t hesitate to reach out to our Complaint Resolution Center. We are here to assist you.

As always, our services are free of charge, and we do not accept any gratuities. However, we would greatly appreciate it if you could take a moment to share your experience with our services on Trustpilot: https://trustpilot.com/evaluate/casino.guru. Your honest review, along with any suggestions for improvement, would be incredibly valuable. It can also help others who are considering contacting us for assistance with online casino-related matters.

Thank you in advance for your time and feedback.

Best regards,

Kristina