LuckyBlock Casino - Přístup hráče je zablokován a výběr odepřen.

Lucky Block just blocked my access to their Platinum Rollers Club (their VIP program for NFT holders) without any reason. They also refused my withdrawal request of 1670 USDT to my wallet.

Hello baronsilver,

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

Could you please advise if your account is already verified and if yes, since when exactly? Did you accumulate your winnings with real money or did you use a bonus? When was the last time you spoke to the casino and what was it about? Why did they refuse the withdrawal did they specify it?

Looking forward to your answer.

Regards,

Nick

Hello Nick,

Thank you for your reply. Before blocking my access, the casino required me to provide documents for verification and I have provided everything they requested. The last time I talked to them was today morning and they still didn't give me the exact reason. They kept saying that I breached their terms and conditions without giving any evidence or explaining how.

Best regards

And the withdrawal wasn't a bonus

Hello baronsilver,

Since when exactly is the verification pending?

Hello,

I've sent all documents since 20th of August.

Hello baronsilver,

As it is now pending 14 days, which is the recommended waiting period for the verification, can you please advise if there's been any update?

Hello,

The casino has completely blocked me and doesn't response to my enquiries anymore.

Hello baronsilver and thank you for the update. Can you please forward the communication between you and the casino regarding this matter to nikolas.b@casino.guru?

Hello,

I've sent the screenshots to your email as requested.

Many thanks

Dear BaronSilver,

Thank you for the emails you have shared with us. They are much appreciated.

Could you kindly clarify whether there was any real money balance in your casino account at the time of the issue? Additionally, could you please confirm if the balance that was voided by the casino was accrued through the use of a bonus?

Your assistance in providing these details would be very helpful for our review of the matter.

Thank you once again, and I look forward to your response.

Best regards,

Nick

Hi,

Thank you for your reply. The amount 1,670 USDT I have told you was real money balance, not bonus. However, my withdrawal request of that amount never went through. Instead, my account was blocked and I had a conversation with them as you saw on the email. I'm not sure if the casino consider that balance was a bonus. I would assume so if you ask me.

Best regards.

Thank you BaronSilver for all the information provided. I will now forward your complaint to my colleague Peter (peter.c@casino.guru) who will be assisting you from now on.

Wish you best luck resolving it.

Regards,

Nick

Hello there,

Thank you baronsilver for providing us with all the information. I hope we'll be able to resolve this issue together.

I would now like to ask LuckyBlock Casino for their help in resolving this complaint. We would like to know why was the player's account blocked and what can we do to help resolve this issue.

Thank 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.

Hi there,

Thank you for bringing this to our attention. To resolve this matter, we have sent an email to peter.c@casino.guru requesting additional information needed for our investigation.

Kind regards,

Lucky Block Team

Dear baronsilver, the casino representative has asked you to provide them with your telegram ID so they can review the case. You can either send it here and I'll mark it as private so only the involved parties can see it or if it's more comfortable for you, you can provide it to my email. (peter.c@casino.guru) Thank you in advance 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.

Hi there,

The account was closed because opposite betting strategies were used in Roulette, violating our Terms and Conditions. Consequently, the related wagers have been voided.

Kind regards,

Lucky Block Team

Hello,

This is a complete lie.

First, I only have 1 account with you so making opposite bets with 2 lucky block accounts was impossible. Can you show any evidence that I used 2 lucky block accounts and made the opposite bets?

Second, I only played baccarat on your site before I got blocked. I don't recall that I played any roulette.

Regards,

Dear LuckyBlock Casino representative, would it be possible to provide me with evidence of opposite betting? You can provide any information to my email. (peter.c@casino.guru) Thank you in advance for your cooperation!

Hi there,

We have sent the requested evidence of opposite betting to your email address (peter.c@casino.guru). Please let us know if you require any further information. Thank you!

Best regards,

Lucky Block Team

Thank you for providing me with the information LuckyBlock Casino representative.

Dear baronsilver, the casino has provided me with evidence of opposite betting of multiple accounts. Casinos have ways to check for this type of behaviour and I strongly advise against it to prevent situations like these in the future. With that in mind, we believe the steps the casino has taken are justified and we will subsequently reject your complaint. Due to the aforementioned reasons, this complaint will now be rejected. Thank you for your understanding, I am sorry we could not be of more help on this occasion. Please do not hesitate to contact us if you run into any issues with this or any other casino in the future.

Kind regards,

Peter