Luxury Casino - Igrački nalog je zatvoren bez objašnjenja.

I am extremely upset with the way that this casino has handled my account and their KYC process seems never ending. I signed up, deposited, played and won. I made a withdrawal, then was asked to verify my account, which is totally normal and fine. I sent them a selfie, ID documents, proof of address, proof of purchase. I was then asked for a video "showing your identity document clearly, followed by logging into your Skrill account on the device you use to access the casino. Please then navigate to the section of your Skrill account that displays your deposits made to the casino". I made the video and sent it to them.

Then they sent me this email, which I think is absolutely against any ethical behavior!

"We have been unable to verify your account and as such your account has been closed."

There is no valid reason for why they cannot verify my account, I have provided so much already and am transparent and will provide more if needed, but I was not given that chance. What is the reason they were unable to verify????

Maybe I could get some assistance from you to help me get some clear answers.

Thank you for your time.

Johan K.H.

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.

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Hello,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with Luxury Casino.

Please allow me to ask you a few questions so I can better understand the situation.

• Could you please advise how long you were a player at the casino and when exactly your account was blocked?
• What games did you play to accumulate your current balance in the casino? (slots, live games, betting on sports)
• Did you achieve your current balance with the help of a bonus?
• Could you please share with me your communication with the casino regarding the issue you refer to in your post? Send emails or chat transcripts to my email at tomas@casino.guru, or post screenshots here

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,

Tomas

Tomas,

Could you please advise how long you were a player at the casino and when exactly your account was blocked? I am a player from 22 August 2025, my account was blocked on 29 October 2025.

What games did you play to accumulate your current balance in the casino? (slots, live games, betting on sports). I played slots.

Did you achieve your current balance with the help of a bonus? Yes I used a bonus.

Could you please share with me your communication with the casino regarding the issue you refer to in your post? Send emails or chat transcripts to my email at tomas@casino.guru, or post screenshots here. An email has been sent to you. 

Thanks for your reply.

It appears you refer to a different online casino in your communication you submitted. Could you please specify in which online casino there is a balance withheld as a result of failed verification?

Could you please share the video you sent to the casino during the verification process? Send it to me at tomas@casino.guru, if possible.

I apologize for the inconvenience.

Hi Tomas,

It is for Luxury Casino which is part of the Casino Rewards group. that's why the emails are from them. I have just sent you the video as well.

Thank you for your time.

Dear JohanK

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, Martina (martina.b@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,

Tomas

Dear JohanK,

My name is Martina and from now on, I will assist you with resolving your complaint. I am sorry for the situation you found yourself in. I will contact the casino and try my best to resolve the issue as soon as possible.

Now I would like to invite Luxury Casino representative to join this conversation and participate in the resolution of this complaint.

Dear casino representative, could you please provide more information about this case and state the reason why the player ´s account has been blocked?

Thank you in advance for providing the information.

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.

Hi there

I am currently travelling and will not be able to look into this until Friday.

Cheers

Hey there

This player has failed to provide KYC as per risk management's directions. As such the player's account is closed.

Cheers

Dear Luxury Casino,

I have sent you an email if you can take a look. Thank you very much in advance

Hi Martina

I have replied to your email.

Cheers

dear Martina,

I have provided the casino with whatever KYC they requested, please can they be specific, if there is anything else they require I am willing to provide it.

Dear JohanK,

thank you for your cooperation and patience!

Once I have some news from the casino, you will be informed!

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.

Hi Martina

The instructions from risk management were clear:

====

To clarify, the video must involve yourself holding your identity document clearly, followed by footage of you physically logging into the device used to make the purchases and accessing your Skrill account.

This must be recorded in a single, continuous video with no edits or cuts. 

You may not crop out any information and the deposits must be clearly visible. 

====

The player has failed to provide KYC per risk managements request. The player may go to the official ADR (eCogra) to submit a formal complaint if they wish to have this resolved with an official body.

Cheers

I did everything like requested in the video

What is wrong with it?

Dear JohanK,

To be honest, based on the submitted video, I understand why the KYC verification was not approved.

Unfortunately, we are therefore forced to reject your case.

However, as the casino has suggested, you may contact the official ADR body (eCOGRA) to submit a formal complaint if you wish to pursue this matter with an independent authority.

I am sorry that I could not be of more help in this instance.

Kind regards,