Lussurio Casino - Spilleren kæmper med KYC-verifikation.

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, Samuel (samuel.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,

Attila

thank you

Please respond promptly.

ありがと

迅速な対応お願いします

Dear Seta1010,

It’s nice to e-meet you. My name is Samuel, and I’ll be assisting you with your complaint from now on.

If there are any updates or new details since your last message, please share them with me.

As part of our standard procedure, I’m also inviting a representative from Lussurio Casino to join this conversation. Their input should help us move the case forward more efficiently.

Dear Lussurio Casino,

Please provide detailed information regarding the player’s issue. In particular, we would appreciate clarification regarding the player's verification process, including the reasons why the verification has not yet been completed, what specific documents or information are still required, and whether there are any outstanding issues preventing the completion of the KYC review.

Thank you for your cooperation and a timely response.

Best regards,

Samuel

Make everything private.

全部　非公開にして

Hello everyone,

Dear Seta1010,

I understand your concerns.

Based on the information available so far, it appears that the casino is requesting Source of Funds documentation. In other words, they are asking for evidence showing where the money you used for gambling originated from.

In most cases, you do not need to provide every possible document. You can usually choose the document that best demonstrates the source of your funds (for example, a bank statement, salary payment, savings, or another relevant source), provided it satisfies the casino's requirements.

Dear Lussurio Casino,

could you please clarify exactly which Source of Funds documents would be acceptable in this case? This will help the player understand what type of evidence is sufficient and avoid unnecessary costs, such as obtaining official translations for documents that may not even be required.

Thank you for your cooperation.

Hello, Samuel

We have reviewed the player's complaint and forwarded a request to the relevant department for further clarification regarding this case. Once we receive their feedback, we will provide detailed information and a clear list of documents required to complete the verification process.

We kindly ask the player to understand that KYC is a mandatory procedure carried out in the interest of security for all players and their funds.

Best regards,

Lussurio casino.

Hello everyone,

thank you for the update.

Dear Lussurio Casino,

thank you. I will await the clarification from the relevant department, particularly the specific list of Source of Funds documents that would be acceptable in this case. I believe this will help the player avoid submitting unnecessary documents or incurring unnecessary translation costs.

I will wait for your next update.

Hello Samuel,

As part of the ongoing verification procedure and to confirm the Source of Funds, the player may provide one or more documents from the following list:

Bank statements for the last 3 months, showing financial transactions and regular income.

Pay slips from employment for the last 3 to 6 months.

Recent tax returns.

Statements from investment accounts (stocks, bonds, or other securities).

Official documentation confirming the sale of assets (property, vehicles, etc.), including agreements and receipts.

Financial statements from a business owned by the player (if applicable).

If the funds were received as a gift - a formal letter from the donor, along with supporting bank statements confirming the transfer.

Best regards,

Lussurio Casino.

Hello everyone,

thank you for the update.

Dear Lussurio Casino,

thank you for providing a clear list of the documents that can be accepted for the Source of Funds verification. I appreciate the clarification.

Dear Seta1010,

please review the list provided by the casino and let me know which of these documents you are able to provide. Hopefully, this clarification will help you avoid any unnecessary expenses or delays.

I will await your update. Thank you both for your cooperation.

Hello everyone,

thank you both for your updates.

Dear Seta1010,

thank you for providing the requested documents and for the effort you put into obtaining a professionally translated tax certificate. I understand this required additional time and expense, and I appreciate your cooperation throughout the verification process.

Dear Lussurio Casino,

could you please confirm whether you have already received all of the documents submitted by the player? If not, please let us know whether you would like the player to send them directly to your support email.

If you have already received them, I would appreciate it if you could provide an update on the current status of the Source of Funds verification. Have the documents been reviewed, and if so, what is the outcome of the verification? If anything further is still required, please specify exactly what remains outstanding so that we can move this complaint towards a resolution.

Thank you both for your cooperation.

Dear Samuel and dear player,

We have reviewed the information regarding your account.

In order for our KYC department to verify your documents, please send them to the email address with which you have been communicating with us.

This is a standard security procedure - we cannot accept documents uploaded to the complaint thread, as they do not enter the casino's secure KYC process.

Best regards,

Lussurio Casino.

Hello everyone,

thank you both for the updates.

Dear Seta1010,

I understand your concerns, however I would like to clarify one important point. This part of the verification process concerns Source of Funds verification, and the casino has previously explained in this thread which types of documents can be accepted for this purpose.

Could you please confirm whether you have already sent the requested documents to the casino's KYC email address as instructed? If not, could you please explain why you have not submitted them through the requested secure verification channel and what exactly you still need the casino to clarify before doing so?

Regarding your question about bank statements: in principle, a bank statement may be acceptable for Source of Funds verification, but it needs to clearly show the origin of the funds. For example, it should ideally demonstrate regular income from your employer, salary payments, or another legitimate source of funds that explains how the deposited money was obtained.

Dear Lussurio Casino,

thank you for clarifying that the documents need to be submitted through the official KYC channel. I believe this is understandable, as sensitive verification documents should normally be handled through a secure process.

I will await the player's confirmation regarding whether the requested documents have already been submitted.

Thank you both for your cooperation.

Hello everyone,

thank you for the updates.

Dear Seta1010,

thank you for your clarification. If the casino requires translated bank statements, then unfortunately it seems they will indeed need to be translated.

Dear Lussurio Casino,

before the player incurs the cost of a professional translation, could you please confirm exactly what you require?

In particular:

• would bank statements covering April, May, and June be sufficient for the Source of Funds verification?
• do all pages need to be translated, or only the relevant sections showing the source of income and account holder details?

I believe clarifying this in advance will help the player avoid unnecessary expenses and ensure the submitted documents meet your requirements the first time.

Thank you both for your cooperation.

We would like to clarify that we do not review or verify documents uploaded directly to the complaint thread. All documents must be sent to our official email address so they can be properly processed by our KYC department.

The player has already been provided with the full list of acceptable documents for Source of Funds verification:

Bank statements for the last 3 months, showing financial transactions and regular income

Pay slips from employment for the last 3 to 6 months

Recent tax returns

Statements from investment accounts

Official documentation confirming the sale of assets

Financial statements from a business owned by the player (if applicable)

Gift letter with supporting bank statements (if applicable)

We kindly ask the player to send the required documents to our email address. Once we receive them, they will be reviewed by our KYC department.

Best regards,

Lussurio casino.

Hello everyone,

thank you for the updates.

Dear Seta1010,

thank you for confirming that you have already sent the requested documents to the casino by email. I appreciate you also providing the supporting information here.

Dear Lussurio Casino,

could you please confirm whether you have received and reviewed the player's email sent on 30 July with the requested Source of Funds documentation? If so, please let us know whether the submitted documents are sufficient or whether any additional information is still required to complete the verification process.

Additionally, could you please confirm whether the translation provided by the player is acceptable for your KYC review, or whether a professional translation is still required? I would like to clarify this before the player incurs any unnecessary translation costs.

Thank you both for your cooperation.

Dear Samuel,

We reviewed the player's documents.

We requested bank statements for the last 3 months (May, June, July). The player provided statements for April, May, and June, this does not meet our requirement.

The bank statement does not confirm the legal origin of the funds. It lacks information about the source of the funds (salary, dividends, sale of property, etc.).

We are still waiting for the player to upload the correct documents.

Best regards,

Lussurio casino.

Hello everyone,

thank you both for the updates.

Dear Lussurio Casino,

thank you for clarifying the remaining requirements.

Dear Seta1010,

the casino has confirmed that the documents you provided are not sufficient to complete the Source of Funds verification.

First, the casino requires bank statements for the last three months, specifically May, June, and July. You provided statements for April, May, and June, so the July statement is still missing.

More importantly, the casino explained that the bank statements themselves do not sufficiently demonstrate the legal source of the funds. In other words, they need documentation showing where the money you used or deposited came from.

For example, if the funds came from employment, this could be a payslip, employment/income certificate, or another document showing your salary. If the funds came from a business, investments, sale of property, or another source, you would need to provide an appropriate document confirming that particular source of funds.

Therefore, I would recommend that you provide the May, June, and July bank statements together with a document that actually demonstrates the origin of the relevant funds, rather than relying on the bank statements alone if they do not contain this information.

If you are unsure which document would best demonstrate your particular source of funds, you can also ask the casino to confirm exactly what type of supporting document they would accept before submitting anything further.

Thank you both for your cooperation.

Hello everyone,

thank you for the updates.

Dear Seta1010,

thank you for providing the additional document. The payslip you provided appears to be the type of document that could reasonably demonstrate the source of your funds, assuming it contains sufficient information to verify your employment income.

Dear Lussurio Casino,

could you please confirm whether the provided payslip would be sufficient for the Source of Funds verification, and whether the player would also need to provide the payslips for May and June in addition to July?

I would also appreciate it if you could clarify whether these documents need to be professionally translated into English (or another required language). If a translation is mandatory, could you please confirm whether the casino has the means to review the documents in their original language or otherwise assist with the translation?

Professional translation can be relatively costly for the player, so I would like to clarify this before asking the player to incur such additional expenses.

Thank you for your cooperation.

We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.

Dear Samuel,

Please accept our sincere apologies for the delay in our response.

I want to assure you that we take your case very seriously. Immediately after receiving your latest update, I have forwarded a detailed request to our KYC department to obtain complete and accurate information regarding your verification status.

Specifically, we have asked them to clarify the following points:

Whether the payslips provided by the player (including those for May and June, which he is prepared to request from his employer) are sufficient to verify the Source of Funds.

Whether a professional translation of these documents is mandatory, or if the casino can accept and review them in their original language.

Which specific document (payslip or certificate of employment/income) would be the most suitable to accept, in order to avoid any unnecessary costs for the player.

As soon as we receive feedback from our KYC department, we will get back to you promptly through this official complaint thread with clear instructions to help complete the verification process.

Once again, we apologize for the delay and truly appreciate your patience and cooperation.

Best regards,

Lussurio Casino Representative

Hello everyone,

Dear Lussurio Casino,

thank you for the detailed update and for following up with your KYC department. I appreciate the explanation and your apology regarding the delay.

We will wait for the feedback from your KYC department regarding the Source of Funds documents and the translation requirements.

Once you receive the necessary clarification, please provide the update directly in the complaint thread so we can proceed accordingly.

Thank you again for your cooperation.