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Lussurio Casino Dispute Resolution Policy

This policy explains how Players can submit a complaint about Lussurio Casino services, how unresolved cases are reviewed and which records are used when determining the outcome of a dispute.

1. Submitting a complaint

1.1. A Player may raise a complaint through the customer support options provided on the Website. The request should include enough information to identify the account, transaction, game or service involved.

1.2. Complaints are first reviewed by the support team. If the matter cannot be resolved at that stage, it may be referred to the appropriate department or Casino management for further consideration.

The Player will receive reasonable updates while the complaint remains under review.

2. Escalating an unresolved matter

2.1. If a dispute is not resolved after internal review, the Player may refer the matter to an independent dispute body, gaming authority or licensing regulator identified on the Website.

2.2. Information about the relevant Curaçao gaming authority may also be available at curacao-egaming.com.

3. Records used to review disputes

3.1. Casino server logs, transaction records, account history and game records are treated as the authoritative evidence when a complaint or dispute is investigated.

3.2. If the result displayed on the Player’s device differs from the result recorded by the game server, the server record will take precedence.

3.3. The Casino may use its internal records to establish:

  • the time and details of a wager;
  • the result recorded by the game server;
  • account balance changes;
  • deposits, withdrawals and bonus activity;
  • the circumstances connected with the disputed transaction or game.

4. Communication during a dispute

4.1. When the Casino needs to contact a Player about a complaint, it may use the telephone number, account notifications or other contact details saved in the Player’s account.

The Player is responsible for keeping account information accurate and current while a case is being reviewed.

5. Governing law and jurisdiction

5.1. This policy and the Lussurio Casino Terms and Conditions are governed by the laws of Curaçao.

5.2. Any dispute, claim or disagreement arising from the Terms and Conditions, including questions concerning their interpretation, breach, termination or validity, is subject to the exclusive jurisdiction of Curaçao.