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Complaint against Lussurio Casino

I'm filing this complaint because my account was closed based on the claim that I had a duplicate account. This is not true.

I've always had only one account at Lussurio Casino. I've never created, owned, or used any duplicate or additional accounts. I believe this decision was made in error.

I contacted the casino's support team and asked them to review my situation. Unfortunately, I was told they couldn't provide any details, and their decision was final and not subject to further review. This prevents me from understanding the charges and challenging them.

I respectfully request Casino Guru's assistance in reviewing this matter and requesting evidence from the casino to support their claim that I have a duplicate account. If such evidence is not available, I request that the casino reconsider its decision and return the funds retained in my balance.

Жалоба на казино Lussurio

Я подаю эту жалобу, поскольку мой аккаунт был закрыт на основании утверждения, что у меня якобы был дубликат аккаунта. Это не соответствует действительности.

У меня всегда был только один аккаунт в казино Lussurio. Я никогда не создавал, не владел и не использовал какие-либо дубликаты или дополнительные аккаунты. Я считаю, что это решение было принято по ошибке.

Я обратился в службу поддержки казино и попросил пересмотреть мою ситуацию. К сожалению, мне сообщили, что они не могут предоставить никаких подробностей, а их решение является окончательным и не подлежит дальнейшему рассмотрению. Это лишает меня возможности понять суть обвинения и оспорить его.

Я уважительно прошу Casino Guru помочь рассмотреть данный случай и запросить у казино доказательства, подтверждающие их утверждение о наличии у меня дублирующего аккаунта. Если такие доказательства отсутствуют, прошу казино пересмотреть своё решение и вернуть мне удержанные денежные средства, находящиеся на моём балансе.

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.

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Dear erika2026,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please allow me to ask you a few questions, so that I can fully understand the situation.

• Is there any chance that someone from your household or using the same IP address has also created an account at this casino?
• Could you please advise if you have passed the KYC verification?
• What types of games did you play to accumulate your winnings?
• Did you accumulate these winnings with or without a bonus?
• Have you used any VPN or IP-masking software to alter your real location while accessing the casino website?

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

Best regards,

Veronika

My husband also has an account at this casino. I didn't have to do KYC. I spent most of my time playing 777coins. My winnings were received with bonuses. I didn't use a VPN.

У мужа тоже есть аккаунт в этом казино. KYC не проходила. Большую часть играла в игру 777coins. Выигрыш был получен с бонусам. Нет VPN не использовала.

Thank you for your reply.

• When exactly did you and your husband register at this casino?
• Do you both use the same device (e.g. the same computer or mobile phone) to access your respective accounts?
• Have you ever used the same payment method to deposit funds into both of your accounts?
• Has your husband also activated any bonuses on his account?
• Do you both play the same games on your respective accounts?

On July 17th, my husband sent me a link to register for him to receive free spins (they had information on their website about inviting a friend and getting free spins). He registered 2-3 days earlier. When you make a deposit, you get a bonus, and my husband and I used them. The payment methods are different. The games are mostly the same.

муж 17 июля переслал мне ссылку по которой мне зарегистрироваться для того чтоб он получил бесплатные спины ( у них на сайте была информация пригласи друга и получи free спины) он зарегистрировался на 2-3 дня раньше. При взносе депозита предоставляется бонус и я и муж этими бонусами воспользовались. Способы оплаты разные. Игры в основном одинаковые.

Thank you for the information.

• Do you both use the same device (e.g. the same computer or mobile phone) to access your respective accounts?

Dear erika2026,

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.

We regret to inform you that, due to the lack of response from the player to our messages, inquiries, and reminder, we are unable to proceed with further investigation or provide potential solutions at this time. As a result, we must close this complaint for the moment.
However, please note that the player retains the option to reopen this complaint at any time in the future should they choose to resume communication. We remain open and ready to assist in resolving the matter should the player decide to reach out again.

Thank you for your understanding.

Best regards,
Veronika
Casino.Guru