Complaint #52 Lucky Block Casino

Account closed and winnings withheld

By Lena B.

6 months ago

Dear AskGamblers team,

I kindly ask for your assistance regarding a serious issue with Lucky Block Casino. My username is < username removed >. I deposited $23,000 USD via my wallet, and after my winnings, the total amount reached $43,000 USD.

When I attempted to withdraw my funds back to my wallet, my withdrawal requests were repeatedly denied. The casino requested verification multiple times, which I submitted, but my requests were still refused. Support has not provided any clear explanation for why I could not withdraw my money. The account balance remained pending the entire time.

Eventually, my funds disappeared from my account, and I received a notification that my account had been deleted.

I am requesting your help because the casino’s support refuses to assist or provide a clear reason for withholding my funds. I am asking at least to have my original deposit returned. If the funds are returned, I would be willing to share a portion as a token of gratitude. You are my last hope, and I sincerely hope you can help me resolve this issue.

Thank you very much for your time and support.

Disputed Casino Lucky Block Casino

Reason Declined payment

Discussion

AskGamblers

• Support Team

4 months ago

Dear all,

Following a careful review and consideration of all the information, details and/or proof presented by the parties during the complaint process, the AskGamblers Complaint Team reached the conclusion that Lucky Block Casino management acted in accordance with their Terms and Conditions.

Based on the abovementioned information, the AskGamblers Complaint Team considers this case resolved and it is now officially closed. While we understand this might not be the outcome expected by the complainant, we would like to remind you that, in case of a disagreement with our decision, further assistance on the matter could be requested from the relevant regulatory body and/or appointed ADR entity.

Lenss99

• Croatia

4 months ago

I completely deny the accusations of fraud and identity fraud.

I used my own cryptocurrency wallet, played without bonuses, and made multiple attempts to complete the verification process. My documents were repeatedly rejected without a clear explanation.

The casino accepted my deposits and allowed gameplay normally until a significant win was achieved. Only after the withdrawal request was submitted was my account suddenly closed.

At this stage, I am not even requesting the winnings. However, I believe Lucky Block Casino at minimum owes the return of my original deposit, since my funds were accepted and used on the platform.

I respectfully request clear evidence supporting these accusations and a fair review of this case.

Lucky Block Casino

• Representative

4 months ago

Hi there,

Regarding section 17.1, the following terms have been breached:
17.1.2. tempted to defraud us or any other Player, person or legal entity,
17.1.3.1. identity fraud;

Kind regards,
LuckyBlock Casino Team

AskGamblers

• Support Team

4 months ago

Dear Lucky Block Casino,

The AskGamblers Complaint Team is kindly asking you to provide a detailed explanation of the issue along with all the relevant facts and evidence that could support your accusations towards the player. Please make sure to state all the relevant casino and/or promotional terms that you believe have been breached by the player, if any. Please send required information to support@askgamblers.com directly.

Please note that according to the AGCCS Terms, we consider all the information presented during the course of our complaint process confidential and as such it will not be shared with third parties.

Please be in aware that in case you fail to respond and/or provide requested information within the given timeframe, the complaint will be closed as unresolved. As a direct consequence of such closure, the operator's ranking score on AskGamblers will be decreased accordingly.

Thanks in advance for your cooperation.

Lucky Block Casino Complaint Stats

Resolved 11 / 20

Avg. Amount $2,185

Avg. Complaint Duration 6 days

Avg. Response Time 2 days

Lucky Block Casino Complaint Summary

Most user complaints about this operator fall under the Payment category.

So far, 4 out of 9 complaints in this category have been resolved.

This operator's average complaint duration is 6 days, while the average duration across all operators is 8 days.

Lucky Block Casino Complaints

See all complaints for this casino

Closed my account and avoiding payment

I initially deposited 20 USDT and played slot machine games normally, winning and losing.

Later, after withdrawing money many times, they asked me to submit a KYC form.

I submitted my Taiwanese ID card and driver's license 2-3 times, explaining that their system didn't support them. Then they directly said I violated regulations, informed me my account was invalid, and withdrew my money.

See my email screenshots for details.

Resolved

Closed verified account and confiscated winnings

I am submitting a complaint against Lucky Block Casino regarding my account closure and the confiscation of my winnings totaling $65.
I registered my account around April 7, 2024. After making a few deposits and losing, I didn't use the platform for over a year. Recently, I made a fresh deposit of $10 and played slots. I managed to win and accumulate a total balance of $115.
When I attempted to withdraw my winnings, the transaction was denied. I contacted live support, and they requested that I complete the KYC verification process. I successfully submitted a photo of my National ID card along with a selfie. Shortly after, I received an official confirmation email from Lucky Block stating that my identity verification was successful.
However, right after my verification was approved, when I tried to process the withdrawal again, the casino abruptly closed my account and voided my entire $65 balance. When I reached out via email, customer support only sent me generic automated responses, pointing to a breach of Terms & Conditions without providing any specific rule I supposedly violated or any proof of wrongdoing.
I played strictly with my own raw cash deposit ($10) and did not use any bonuses or promotional offers. According to the casino's own Clause 6.4, even if they choose to close an account, they are obligated to return the remaining funds to the player. Lucky Block has unfairly confiscated my legitimate winnings.
I request AskGamblers to assist me in getting my verified funds ($65) returned. I have screenshots of the successful verification email, the account closure notice, and support's generic responses ready to provide as evidence.

Resolved

Confiscated funds and account closure

After I submitted the verification documents and got my account fully verified, I then requested a withdrawal.

Shortly after I recieved an email telling me that my account had been closed permenantly.
The reasoning provided by Luckyblock was «fraud», which is absurd to me.

When I’ve requested more details regarding this matter, I have been told that they wont elaborate.

All the funds in the account have been confiscated. I cant rember exactly how much money was in the account, as I’m unable to check, but I’m I know it was over 50000 nok, that includes my original deposit of 25000 nok.

Please help me get my money back.
I have attached relevant documentation below

Resolved

kr50,000

Declined payment

Hello

I opened account with Luckyblock and began to place bets. I made deposit three times and after three days my balance was 1300 usd. After it they reduced my balance to 0. I couldn’t bet and was forced to withdraw. After that they asked to verify my account, I sent my id and selfie. After that I received email, that my account was verified, than I received another email, and they asked address verification, I sent bank statement and half hour later they closed my account, I four times sent email and they answered, that I breached terms and conditions but which item they can’t say, because I am not guilty.

Please help me recover my funds.

I am sending a copy of emails.

Best regards

< full name removed >

Unresolved

$1,300

Clickbaiting

Greetings, Ive made three crypto deposits to this casino, totalling 500 usdc. Problems started when Ive tried to cash out 600 usdc.. It has been 5 days now, even thought they promise instant withdrawals. I am a resident of two countries Finland and the Netherlands, neither of which is amongst restricted countries in T^C. I have send them many documents, but an excuse theyre using now is that I need to fill in my details on the website profile section, but certain sections are greyed out and I cant finish updating my profile. They claim there is absolutely nothing they can do without this profile info. Ive made sure to check restricted countries and mine wasnt amongst them. No theyre saying diferrent story when its time to cashout. Its click bait. they are all very disrespectfull.

4.1.3. If you are a resident of one of the following countries, or accessing the Website from one of the following countries:

North Korea, Iran, Myanmar, Yemen, Zimbabwe, South Sudan, Afghanistan, Cuba, Iraq, Cote d'Ivoire/Ivory Coast, Liberia, Libya, Bulgaria, Malta, Sudan, Syria, USA, US Overseas Territories (American Samoa, Guam, Northern Mariana Islands, Puerto Rico, U.S Virgin Islands), Aruba, Curacao, French Polynesia, Lithuania, New Caledonia, Sint Maarten, St. Barthélemy, St. Martin, St. Pierre & Miquelon, U.S. Outlying Islands, Wallis & Futuna, French Guiana, Guadeloupe, Martinique

Thank You

Unresolved

$600

Account closed and casino keeping funds

This casino closed my account and there are still funds on it. I have already tried to reach out to the casino for more info and to try and get my funds back and they are not giving clear answers and are now ignoring me. There was about $1000 CAD on the account when it was closed. All they said was that there was a breach of the Terms and Conditions which is not true at all. I'd like my money back!

Resolved

Refused self exclusion

Hi.

On June the 3rd 2024 I asked the Lucky Block support team to close my account permanently due to gambling issues. This did not happen as I was able to log in, deposit and lose even more this week.

It was an honest mistake on my behalf, as I did not remember to have asked them to close my account. It was when I sent them an email today with the same request I saw this.

I would like my deposits in this period to be refunded.

Unresolved

€450

Urgent Refund Request for Incorrect Deposit to Closed Account

I hope this message finds you well.

I am writing to follow up on a serious issue that has significantly impacted my financial situation. I have already sent previous emails, but unfortunately, I have not received a response yet.

On July 17th, I attempted to deposit €400 into my account. The first attempt seemed to fail and took some time, so I tried again, and the second attempt was successful. I used the funds to play.

A day or two later, I decided to close my account for personal reasons and contacted your support team, who helped me close it quickly and smoothly.

However, I was unaware that my first deposit attempt, which initially appeared unsuccessful, was actually still pending and would be processed once there were sufficient funds in my bank account. Unfortunately, my salary was deposited on July 21st, and I was surprised to see that €400 was withdrawn from my account and transferred to the casino – even though my account had already been closed at that point.

I have contacted your support team and submitted all the necessary documents, including my bank statements and account details, but I still have not received my refund.

I am now in a very difficult situation and unable to pay my rent due to this unresolved issue. I kindly ask for your urgent assistance in processing the refund.

For your reference, I have attached the following documents:
1. Proof of the first successful deposit used for gameplay.
2. Proof of the second unintended deposit made after my account was already closed.

Please review the documents and help me resolve this as soon as possible.

Thank you for your understanding and support

Unresolved

€400

Pending withdrawal for 3 months

My withdrawal has been pending for 3months now.

I opened an account, deposited 100$, played a single game, then I tried withdrawing, but they asked for verification. Since then, it has been a nightmare!

They keep rejecting my documents just to frustrate me. I had sent them official documents. They keep rejecting my bank statements, which I went to my bank to get, signed and stamped, and I even went ahead to submit my electricity bill, within 30days, and showing my name and residential address!! Then they rejected it, citing that it wasn’t in PDF format!! Meanwhile, it's in PDF format!

Below are my documents! You will see that this casino has no right to reject them and they are just doing it intentionally to frustrate me!

Unresolved

$217

Endless verification

Hello, I was asked to verify my account, I quickly confirmed my passport, then I need to confirm my address, and this is impossible. First, I downloaded my gas bill from the site in HTML format, converted it to PDF to upload to the site, but they refused because the file had been modified. I took a photo of the same statement in paper format, they rejected it without reason, asked for another one. ok, I uploaded a water bill, they rejected it without reason. I uploaded a garbage bill, they rejected it without reason, they just said upload another one. I uploaded an electricity bill in pdf format, they rejected it without reason.
In response to my messages to explain their decisions, they sent me points that I allegedly violated them, but this is not true. In all my receipts, everything was correct: issued within 90 days, my name and address were indicated.
I told them that I had no other receipts, I sent everything I could, and everywhere I received a refusal without a reason, to which they replied that I could upload a bank statement with the name and address, I did this immediately, and the next day I received a refusal for the reason - we do not accept bank statements, upload other utility bills, knowing that I had already uploaded everything I had.
the only thing they want is to delay the verification so that the player loses money. so i ask you to help solve this problem

Unresolved

$687