Complaint #9
Lussurio Casino
Is delaying my withdrawals and has now suspended withdrawals for an additional 14 days
6 hours ago
Dear AskGamblers Complaint Team,
I am submitting this complaint regarding Lussurio Casino and the ongoing delay in processing my legitimate winnings.
I would like to explain the situation clearly and chronologically, because this matter has already been ongoing for a considerable amount of time and the casino has repeatedly provided general/template responses without properly answering my specific questions.
1. Initial withdrawals and KYC
Before this issue started, I had already successfully withdrawn €50 and €100 from Lussurio Casino without any KYC problems.
After I requested a larger withdrawal, the casino restricted my withdrawals and required me to complete KYC verification. The €1,000 withdrawal request was subsequently returned to my casino balance because the verification had not yet been completed.
I then provided all documents requested by the casino, including:
valid identification document;
photograph/selfie holding my ID;
Revolut bank statement confirming my address;
Swedbank bank statement confirming my address;
Revolut account details;
confirmation and documentation regarding the IBAN requested by the casino;
additional photographs/documents requested by the casino.
My deposits were made through my Revolut account. The transactions also show the relevant payment processor. I did not use any bonus.
After providing all requested documents and additional information, my KYC verification was eventually successfully approved.
Therefore, the verification issue has already been resolved.
2. Withdrawal limits and delays
After my KYC was approved, I immediately started submitting withdrawals.
Lussurio Finance informed me that their limits are:
maximum €/$500 per individual transaction;
maximum $1,000 per day;
maximum 3 pending withdrawals.
They also stated that withdrawals are normally processed within 24–72 hours, although they may sometimes take longer.
The problem is that these limits and the way Lussurio is processing my withdrawals make it practically impossible for me to withdraw my balance within the stated daily limit.
For example, withdrawals that I submitted at different times have been given different future processing dates, even though they were submitted while I had sufficient balance available.
At present, the relevant pending withdrawals are:
€400 withdrawal submitted on September 2, 2026 – still pending;
€400 withdrawal submitted on September 4, 2026 – still pending;
€400 withdrawal submitted on September 7, 2026 – still pending.
On September 7, I also received a €400 payment from an older withdrawal that had been in the queue since August 29. After that payment was made, the system allowed me to submit another €400 withdrawal.
However, immediately after submitting that withdrawal, the withdrawal function became unavailable again.
3. New “fair play/provider review”
The casino is now telling me that my gaming session has been forwarded to the game/sport provider for review to ensure fair play.
I was also informed that withdrawals may be paused for up to 14 days, potentially longer.
This is extremely concerning because the KYC process had already been completed successfully, and the withdrawal process had already been ongoing for many days.
The casino has not clearly explained:
which game or gaming session is being reviewed;
which provider is conducting the review;
what exactly triggered this review;
whether any specific suspicious activity or Terms violation has actually been identified;
whether my three already-pending withdrawals from September 2, September 4 and September 7 remain valid and will still be paid;
whether those withdrawals are merely delayed or have effectively been frozen;
when the review is expected to be completed;
when my pending withdrawals will actually be processed.
I have not received any specific allegation that I breached the casino's Terms and Conditions.
I also have not continued playing after the winnings in question were obtained. My intention is simply to withdraw my legitimate remaining balance.
4. Communication with Lussurio Finance
I have repeatedly contacted Lussurio Finance and specifically asked why withdrawals submitted around the same period are being assigned different processing dates and why the stated $1,000 daily withdrawal limit cannot actually be used when withdrawals remain pending.
Unfortunately, the Finance representative has repeatedly taken several days to respond and has not directly answered these questions. Instead, I have received general/template responses about withdrawal limits and processing times.
This has made it impossible for me to understand how the casino is actually calculating and processing my withdrawals.
I currently have approximately €4,000 remaining in my casino balance, while the withdrawal function is restricted and I already have three withdrawals pending.
I am therefore unable to withdraw the remaining balance in any reasonable or transparent manner.
5. What I am asking AskGamblers to investigate
I would respectfully ask AskGamblers to contact Lussurio Casino and investigate this matter.
In particular, I would like clarification on:
Why my withdrawals are being processed on different future dates despite being submitted while sufficient funds were available.
How Lussurio applies its stated $1,000 daily withdrawal limit in practice.
Why the maximum of three pending withdrawals prevents me from using the stated daily withdrawal allowance.
Whether my three existing pending withdrawals (€400 from September 2, €400 from September 4 and €400 from September 7) remain valid and will be paid.
Why a new provider/fair-play review was initiated only after my KYC had already been successfully completed and withdrawals had already been pending for days.
What specific gaming session/game/provider is being reviewed.
Whether Lussurio has identified any actual breach of its Terms and Conditions, or whether this is simply a routine provider review.
When the review will be completed and when my pending withdrawals will be processed.
Most importantly, I want Lussurio to provide a clear payment schedule for the remaining legitimate balance.
I am not asking for anything beyond the withdrawal of my legitimate winnings. I have completed the requested KYC verification and provided all documents requested by the casino.
I would appreciate AskGamblers' assistance in obtaining a clear explanation from Lussurio and ensuring that this matter is resolved fairly and transparently.
I can provide screenshots, withdrawal history, KYC approval, bank/payment documents, correspondence with Lussurio Finance, and screenshots of the messages regarding the provider review and 14-day withdrawal suspension as evidence.
Kind regards,
Reda
I am submitting this complaint regarding Lussurio Casino and the ongoing delay in processing my legitimate winnings.
I would like to explain the situation clearly and chronologically, because this matter has already been ongoing for a considerable amount of time and the casino has repeatedly provided general/template responses without properly answering my specific questions.
1. Initial withdrawals and KYC
Before this issue started, I had already successfully withdrawn €50 and €100 from Lussurio Casino without any KYC problems.
After I requested a larger withdrawal, the casino restricted my withdrawals and required me to complete KYC verification. The €1,000 withdrawal request was subsequently returned to my casino balance because the verification had not yet been completed.
I then provided all documents requested by the casino, including:
valid identification document;
photograph/selfie holding my ID;
Revolut bank statement confirming my address;
Swedbank bank statement confirming my address;
Revolut account details;
confirmation and documentation regarding the IBAN requested by the casino;
additional photographs/documents requested by the casino.
My deposits were made through my Revolut account. The transactions also show the relevant payment processor. I did not use any bonus.
After providing all requested documents and additional information, my KYC verification was eventually successfully approved.
Therefore, the verification issue has already been resolved.
2. Withdrawal limits and delays
After my KYC was approved, I immediately started submitting withdrawals.
Lussurio Finance informed me that their limits are:
maximum €/$500 per individual transaction;
maximum $1,000 per day;
maximum 3 pending withdrawals.
They also stated that withdrawals are normally processed within 24–72 hours, although they may sometimes take longer.
The problem is that these limits and the way Lussurio is processing my withdrawals make it practically impossible for me to withdraw my balance within the stated daily limit.
For example, withdrawals that I submitted at different times have been given different future processing dates, even though they were submitted while I had sufficient balance available.
At present, the relevant pending withdrawals are:
€400 withdrawal submitted on September 2, 2026 – still pending;
€400 withdrawal submitted on September 4, 2026 – still pending;
€400 withdrawal submitted on September 7, 2026 – still pending.
On September 7, I also received a €400 payment from an older withdrawal that had been in the queue since August 29. After that payment was made, the system allowed me to submit another €400 withdrawal.
However, immediately after submitting that withdrawal, the withdrawal function became unavailable again.
3. New “fair play/provider review”
The casino is now telling me that my gaming session has been forwarded to the game/sport provider for review to ensure fair play.
I was also informed that withdrawals may be paused for up to 14 days, potentially longer.
This is extremely concerning because the KYC process had already been completed successfully, and the withdrawal process had already been ongoing for many days.
The casino has not clearly explained:
which game or gaming session is being reviewed;
which provider is conducting the review;
what exactly triggered this review;
whether any specific suspicious activity or Terms violation has actually been identified;
whether my three already-pending withdrawals from September 2, September 4 and September 7 remain valid and will still be paid;
whether those withdrawals are merely delayed or have effectively been frozen;
when the review is expected to be completed;
when my pending withdrawals will actually be processed.
I have not received any specific allegation that I breached the casino's Terms and Conditions.
I also have not continued playing after the winnings in question were obtained. My intention is simply to withdraw my legitimate remaining balance.
4. Communication with Lussurio Finance
I have repeatedly contacted Lussurio Finance and specifically asked why withdrawals submitted around the same period are being assigned different processing dates and why the stated $1,000 daily withdrawal limit cannot actually be used when withdrawals remain pending.
Unfortunately, the Finance representative has repeatedly taken several days to respond and has not directly answered these questions. Instead, I have received general/template responses about withdrawal limits and processing times.
This has made it impossible for me to understand how the casino is actually calculating and processing my withdrawals.
I currently have approximately €4,000 remaining in my casino balance, while the withdrawal function is restricted and I already have three withdrawals pending.
I am therefore unable to withdraw the remaining balance in any reasonable or transparent manner.
5. What I am asking AskGamblers to investigate
I would respectfully ask AskGamblers to contact Lussurio Casino and investigate this matter.
In particular, I would like clarification on:
Why my withdrawals are being processed on different future dates despite being submitted while sufficient funds were available.
How Lussurio applies its stated $1,000 daily withdrawal limit in practice.
Why the maximum of three pending withdrawals prevents me from using the stated daily withdrawal allowance.
Whether my three existing pending withdrawals (€400 from September 2, €400 from September 4 and €400 from September 7) remain valid and will be paid.
Why a new provider/fair-play review was initiated only after my KYC had already been successfully completed and withdrawals had already been pending for days.
What specific gaming session/game/provider is being reviewed.
Whether Lussurio has identified any actual breach of its Terms and Conditions, or whether this is simply a routine provider review.
When the review will be completed and when my pending withdrawals will be processed.
Most importantly, I want Lussurio to provide a clear payment schedule for the remaining legitimate balance.
I am not asking for anything beyond the withdrawal of my legitimate winnings. I have completed the requested KYC verification and provided all documents requested by the casino.
I would appreciate AskGamblers' assistance in obtaining a clear explanation from Lussurio and ensuring that this matter is resolved fairly and transparently.
I can provide screenshots, withdrawal history, KYC approval, bank/payment documents, correspondence with Lussurio Finance, and screenshots of the messages regarding the provider review and 14-day withdrawal suspension as evidence.
Kind regards,
Reda
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