LuckyBlock Casino - Hráčův účet byl uzavřen a finanční prostředky byly zabaveny.

my account is blocked and i cant withdraw my money, i tried several times the process of sending an invoice with my address and a bank statement, failed every time. and now my account is blocked and i cant access my money either. My funds have been seized due to an internal decision, so I can now kiss my funds goodbye.

----- this is the last chat;

Hello why is my account been closed?

Chat started

Antonio joined the chat

Antonio

Hello! My name is Antonio, please give me a moment to check that for you.

Thank you for your patience.

Kindly note that your funds were voided and your account was closed as an internal decision.

oke and what about my funds?

I mean I have send everything you guys asked for

Antonio

I understand. However, I regret to inform you that the funds were confiscated as a final decision.

and what is the reason for that?? its not an small amount , I did not use any bonus

Antonio

I understand. I am sorry, but this was a final decision made from our security department.

this can not be true, it makes no sence,I did not used a bonus or whatever. I just played and won

Hello Shayerr2333,

Thank you very much for submitting your complaint and I'm really sorry to hear about your issue with LuckyBlock Casino. Please allow me to ask you a few more question before we would move forward.

Could you please advise since when exactly is the verification process ongoing? Which documents have been already approved and which ones not? When was the last time you spoke to the casino and what was it about?

Looking forward to your answer.

Regards,

Nick

My passport and a bank statement. passport was approved then they wanted more documents like a utility bill, that was rejected then they asked for a bank statement, I sent that and then my account was blocked. the employee indicated that I had to download a pdf via another web browser because that did not work with Safari and I did this with a browser that turned out to be anonymous.

Hello Shayerr2333,

Did you accumulate your balance with a bonus or real money? Were all the documents forwarded to casino your own, under your name?

Would it be possible to forward the e-mail communication between you and the casino to nikolas.b@casino.guru?

Dear Shayerr2333,

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.

I accumulate without any bonus and all the documents were under my own name and adres!

Hello Shayerr2333,

We would like to update you that due to Nick, your designated resolver, being on vacation, we have opted to extend the timeline by an additional 7 days. Since Nick has an in-depth understanding of your situation and maintains direct communication with the casino, we find this extension justified. Your patience is sincerely appreciated, and I assure you that Nick will contact you at the earliest opportunity.

Thank you for your understanding and ongoing patience.

Best regards, Casino Guru

I can't get the transcript from lucky block; When I asked them to mail me the communication they say; Tristan

If you are referring to chat transcripts, we cannot do that, you have to request it yourself at the start of chats.

I emailed the last transcript to Nick

Dear Shayerr2333,

As the reason for the casino's decision to close your account remains unclear, I will be forwarding your complaint to my colleague Branislav (branislav.b@casino.guru), who will be assisting you moving forward.

Wishing you the best of luck in resolving the matter.

Kind regards,

Nick

Hello, Shayerr2333,

I am sorry to hear about your trouble. I will contact the casino and try my best to resolve the issue as soon as possible.

Now I would like to invite the casino representative to join this conversation and participate in resolving this complaint.

Dear LuckyBlock Casino team,

Could you please explain the player's situation in more detail? Why has the user's account been closed and winnings confiscated?

If we are talking about a breach of the casino's Terms and Conditions, is the casino able to substantiate its claims and decision with relevant evidence?

Feel free to send the necessary details and supporting evidence to my email address (branislav.b@casino.guru).

Hi there,

After reviewing this case, it has been determined that the user has repeatedly created multiple accounts to abuse our promotional offers, specifically the Welcome Promo.

As a result, the user's account has been closed. Opening new accounts to continue this activity is not permitted.

Kind regards,

Lucky Block Team

I had in the past another account which I closed because I quit for a while, on this account I haven’t got any bonus nor played with bonus money and I played for several days and when I won money the account has been closed. Im Oke if you close my account but I still have the right to get the money I won since I didn’t play with any bonus money and it’s a long time ago that I had another account.

Dear LuckyBlock Casino team,

Thank you for the clarification. Unfortunately, it is definitely not enough if the casino decided to confiscate the user's balance/winnings.

Can you prove it with all the relevant details/supporting evidence? I would like to remind you my questions that you have not answered sufficiently yet.

"If we are talking about a breach of the casino's Terms and Conditions, is the casino able to substantiate its claims and decision with relevant evidence?

Feel free to send the necessary details and supporting evidence to my email address (branislav.b@casino.guru)."

Thank you. Looking forward to hearing from you with the relevant details/evidence.

Hi there,

We have sent the relevant details to your email address (branislav.b@casino.guru). We appreciate your cooperation.

Best regards,

Lucky Block Team

Thank you for your email, LuckyBlock Casino team.

However, I would not say you have sent the relevant details. There is basically a rule from the casino's Terms and Conditions and an insufficient explanation that the disputed account was closed due to multiple accounts, without any further details.

What does multiple accounts mean? How many accounts is that? Can you please explain what exact security measures were circumvented by the player? For example - if he created 2 accounts, while the first one was registered and used a long ago, and there were no bonuses used, and he only could have changed his email address in the meantime (not so unusual), it does not mean he gained an unfair advantage or abused anything. However, nothing else has been proven yet, and only the casino can prove its claims and decision.

So, again - please note that we will definitely need all the relevant details and supporting evidence for your claims and the casino's decision regarding the account closure and balance confiscation (if the casino does not plan to pay out his remaining balance). It would be great if you could provide us with the relevant details and supporting evidence of the linked accounts, such as registration dates, personal details, activity, last activity, bonuses (if there were any - what exact bonuses were used on which account), games played, and especially - what he gained by playing in such a way, what an (unfair) advantage he gained by creating more than 1 account at the casino.

I am asking for the same for the 3rd time now. Please note if you fail to cooperate and provide the requested, I will be forced to close the complaint as unresolved.

My mail was mentioned several times above.

Thank you for understanding. Looking forward to hearing from you.

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 Shayerr2333,

Since we have not received any further response from the casino regarding the issue or relevant supporting evidence, and they stopped responding completely, unfortunately, we cannot continue resolving this complaint and we are forced to close it as ‘unresolved’, which will influence the casino’s rating in a negative way.

There is one more option for how you can try to resolve your issue or speed up the process - I recommend you contact the gaming authority the casino is regulated by (Anjouan Gaming) and submit a complaint directly to the regulator. You can do so HERE, through the link at the bottom of the page. In addition, you can find general information about complaint processes with regulators HERE, in our article.

In case of any questions, do not hesitate to contact me at branislav.b@casino.guru.

I wish I could be of more help. I sincerely hope you will not come across a problem like this again.

The casino can reopen this complaint anytime. However, the requested details/supporting evidence will be needed.

Best regards,

Branislav, Casino.Guru