Complaint #6 Lucky Block Casino

Forced to create new account

By MisterTi18

2 years ago

Hi I have a issue with lucky block casino. I have broke my old phone I used to sign into their casino with and I had to mirror image the broken phone on a external screen with a mouse and keyboard just to operate to login to my account with them. I couldn't sign in from a separate device as my wallet on that phone had my wallet connect assigned to the account and I couldn't recover the wallet because the screen to get recovery pass codes is blackened for security purposes when transferring phone image to external monitor.

I told them about this issue which they told me for 13 days they notified the relevant department and would get in touch with me. After asking again last night what the status was they emailed me back stating they closed my account and to create a new one. I said what about my vip status I obtained from working hard wagering to get to as well as depositing to be able to reach this status? Larry told me that he spoke to the relevant department and they confirmed that they can transfer it to my new account. I also asked about being transferred my old available balance I had which wasn't much but something left inside for sure as last time I logged out with some balance left I could play with later.

So Larry says to create new account and contact customer service when I make new account. I created new account and contacted customer service who I spoke to Stacy with this issue. She told me that unfortunately they couldn't transfer my account status new one and are sad to tell me this. I said Larry wrote me in a email which I have proof of that he spoke to the relevant department that agreed to transfer it as well as my old balance. She said unfortunately we can't do that and kindly read T&C that any new account created even if given okay to make a new one because of a issue is not granted to be given back the status I earned by hard work and also she said there was a zero balance on my old account which I have no proof to claim that's false but I give my word I had a few doge remaining like 3-5 left only.

I said if you won't give me back my vip status or balance I was promised can you at least give me free spins for this inconvenience and I will call it good? She said no and that they are at least being generous enough to allow me to use their sign up bonus again that is high wagering and not enticing to me. I told her I only do clean deposits and will not use that deposit. She said that's my decision to not take advantage of the bonus they are offering and asked me if I have any more questions she can help me with. I have screen shots of all this stuff and I didn't want to complain to ruin my chances playing there because I enjoy the casinos layout and selection of games but they closed my old account out with my permission taking my remaining balance and told me make a new account and didn't transfer my remaining balance i had or give me back my

Vip status I achieved. I don't know what to expect of this by complaining but I just feel it's not right what they did to me being a loyal customer with no issues in the past. Also I have withdrawn from them recently after I won a decent amount of doge and their customer service has been less than helpful since and oddly every time I deposit there now my account very quickly depletes balance and I can't win anything as well as my vip status was not progressing properly which I was stuck at level 3 for awhile which i complained about and they said they confirm it was working correctly after I had wagered around 500 dollars on specific slots it stated counted towards but no progression.

Even my vip tasks to level up had issues like reaching level 2 rewards for free spins was at 100% done but unable to accept the reward and I was already level 3 halfway. Anyways I can provide screenshots of all this if needed and I was just wanting advice on how to handle this issue. Please let me know. Thank you.

Disputed Casino Lucky Block Casino

Reason Other

Amount $500

Discussion

AskGamblers

• Support Team

2 years ago

Dear all,

As apparent from the submitter's latest post, the AskGamblers Complaint Team is pleased to announce the case has been resolved and closed.

We thank both parties for their assistance during the complaint process.

Inactive user

2 years ago

Hi there. Sorry for the delay I couldn't figure out how to reply and found out I needed to sign in here to respond. Luckyblock was generous enough to fix my 2 issues I had and everything seems to be fine in order now. I am happy with the way things are now. Thank you to lucky block for going out of there way to help me resolve this issue and thank you to ask gamblers for helping me address this issue and to help me get this issue resolved in a quick timely matter. I am glad every one was fair on their side in the outcome and I didn't want it to have to escalate this far originally as I just wanted to have my account status transferred to the new account I was told to open. Everything is in working order now. Thank you again for everything to both parties to help find a resolution :)

AskGamblers

• Support Team

2 years ago

Dear @MisterTi18,

Please let us know if there are any updates regarding your ongoing complaint. In case you fail to respond within the given timeframe, please be notified that we will consider your case resolved and it will be closed accordingly.

Kindly note that as per the AGCCS Terms and Guidelines which you accepted upon registering and using our complaints system, you are obliged to provide the necessary level of assistance and cooperation during the process and providing updates in a timely manner is a must.

Thanks in advance for your cooperation.

Lucky Block Casino

• Representative

2 years ago

Hi there,

The user lost access to their previous account and requested that all data be transferred to a new account. Due to limitations with wallet connect, the user was unable to transfer funds from the wallet connected to the previous account.

As a solution, the user was instructed to create a new account, allowing them to start afresh and reconnect any desired wallets.

We have taken an additional step by transferring their loyalty level and the DOGE from the old account to the new one.

The player should have received an email by now explaining the resolution, which we believe is appropriate for a successful transition.

Best regards,
Lucky Block Complaints

Lucky Block Casino Complaint Stats

Resolved 10 / 19

Avg. Amount $2,300

Avg. Complaint Duration 6 days

Avg. Response Time 2 days

Lucky Block Casino Complaints

See all complaints for this casino

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

Account closed and winnings withheld

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.

Resolved

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