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Lucky Block Casino - Forced to create new account

RESOLVED

Complaint Info

Disputed casino

Lucky Block Casino

Reason

Other

Amount

$ 500

Posted on May 20, 2024

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.

Posted on May 22, 2024

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

AskGamblers
Posted on May 25, 2024

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.

Posted on May 25, 2024

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
Posted on May 25, 2024

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.