LuckyBlock Casino - Player's account has been closed, funds confiscated.

My account at Lucky Block was closed and my balance was confiscated without explanation.

I completed full KYC verification successfully, including identity verification (requested and completed twice) and proof of address. My account was active and withdrawals were not restricted prior to closure.

After the account was closed, Lucky Block informed me in writing that my funds were "voided as per internal decision." Despite multiple requests, the operator has refused to identify any specific Terms and Conditions clause allegedly breached, has not described any conduct constituting a breach, and has not provided any evidence or appeal process.

The operator has also confirmed in writing that there is "no remaining balance" because the funds were voided, while refusing to explain the contractual basis for confiscation rather than withdrawal or return of funds.

The approximate balance confiscated was around 0.124 BTC which as of today is approx. USD 11,300 (exact amount held by the operator).

I am requesting the return or withdrawal of my balance, or a clear and substantiated explanation citing the specific Terms and Conditions clause that authorizes confiscation under these circumstances.

Important notice:

Casino Guru will never ask for payments or access to your accounts to complete KYC. If someone claims to be from Casino Guru and does that, do not share any information.

We only contact players through this official complaint thread or via @casino.guru e-mail addresses. Always check the sender’s domain and verify your complaint resolver’s e-mail address by clicking on their avatar visible inside the official complaint thread.

If anything seems suspicious, contact us directly.

Stay safe.

Hello,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with LuckyBlock Casino.

Please allow me to ask you a few questions so I can better understand the situation.

• Could you please advise how long you were a player at the casino and when exactly your account was blocked?
• What games did you play to accumulate your current balance in the casino? (slots, live games, betting on sports)
• Did you achieve your current balance with the help of a bonus?

I hope we will be able to help you resolve this issue as soon as possible. Thank you very much in advance for your reply.

Best regards,

Tomas

Due to the increased volume of complaints during this time of year, we kindly request your patience while awaiting our responses. We aim to publish each complaint within 72 hours of submission, but reserve up to 7 days to reply to any subsequent comments. Additionally, please be aware that it might take a bit longer for your complaint to be assigned to a resolver, as we are currently managing over 1,000 complaints. Your understanding is greatly appreciated. Wishing you a delightful holiday season, and we will get back to you as soon as possible.

Hello Tomas,

Thank you for your message and for reviewing my complaint. I'm thankful for your help and really hope you can help me getting my money back.

Please find my answers below:

1. Account duration / closure: I opened my LuckyBlock account on or shortly after 10 December. Unfortunately, LuckyBlock does not send a confirmation email upon registration, so I cannot state the exact date with certainty. The email informing me of the account closure and confiscation of funds was received on 7 January at 09:40 (Berlin time).
2. Games played: I used the account exclusively for sports betting. I did not play any casino games, slots, or live casino games at any time.
3. Bonus usage: No bonus was used at all. My balance was accumulated entirely without bonuses, promotions, or free bets.

Please let me know if you need any further information or clarification!

Best Regards

Alina

Hello Tomas,

Thank you for your continued assistance.

I would like to share an additional email I received today from Lucky Block’s "Complaints" team, which I have attached.

As you can see, the operator again states that the account was permanently closed following an internal investigation and that the decision is final. However, they still do not:

• identify any specific Terms and Conditions clause allegedly breached,
• describe any conduct constituting a breach,
• or provide any contractual basis for the confiscation/voiding of my funds.

The message also avoids addressing the balance entirely, despite Lucky Block previously confirming in writing that my funds were "voided."

Please let me know if you require anything further from my side.

Kind regards,

Alina *****

Thank you for your reply.

Please understand that if your account has been blocked and you have only placed bets on sports betting, the casino may have detected certain activity that led to this decision. Unfortunately, we don’t have enough expertise or access to tools that would allow us to properly evaluate disputes related to sports betting.

This means we wouldn’t be able to correctly interpret the results of the casino’s internal investigation or fairly assess the situation from both sides. Please know that we do not consider your complaint to be unjustified — we simply aren’t in a position to judge it appropriately.

We would genuinely like to assist you further, but given the circumstances, it is not possible at this time. With that, we are now forced to close this complaint.

We’re sorry we couldn’t help you resolve this issue, but please don’t hesitate to reach out to us in the future if you encounter problems with any online casino. We’ll be more than happy to do our best to assist you.

Best regards,

Tomas

Casino.Guru