LuckyBlock Casino - Player’s account has been closed without reason.

After realizing I had money here, I verified to withdraw it. I did a facescan and sent adress proof. They accepted all documents. Suddenly I got a mail. They refuse to tell me why my account was closed.

I expect them to pay my money. I lost 1000 dollars on roulette there. I don't want to lose the remaining funds too.

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.

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Dear Kibrommm,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please allow me to ask you a few questions, so I can understand the whole situation completely.

• Could you please advise which games you focused on - slots, live casino, sports betting, etc.?
• What other specific documents did you submit for verification and when?
• Did you accumulate your winnings with or without an active 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

Petra

Could you please advise which games you focused on - slots, live casino, sports betting, etc.?

I have not used this site in a long time. But I logged in and played roulette with my 1 ETH balance and lost around half if it on roulette.

What other specific documents did you submit for verification and when?

Facescan and adress proof (electric bill)

Did you accumulate your winnings with or without an active bonus?

Without bonus

Thank you for your reply and for providing the previous details, Kibrommm.

• Could you please clarify when did you attempt to withdraw your funds?
• Have there been any previous issues with your account that we should be aware of?
• Could you provide any additional communication you had with the casino regarding the closure of your account? This can include screenshots, emails, or chat records. You can send me all the documents to: petra.h@casino.guru or post your screenshots to the thread.

Thank you again for your cooperation.

Dear Kibrommm,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

Could you please clarify when did you attempt to withdraw your funds?

A couple weeks ago

Have there been any previous issues with your account that we should be aware of?

No, but I have not used them a lot.

Could you provide any additional communication you had with the casino regarding the closure of your account? 

They claim it is fraud. What kind of scammer lose 1000 dollar on roulette and then wants to withdraw the rest to not lose all? Seems like they are the one doing fraud.

Dear Kibrommm

Thank you for your cooperation and for providing all the necessary information. I truly appreciate the time and effort you’ve taken to share everything with us so far.

Your complaint will now move to the next stage of our process and be handled by your dedicated Resolver Romi (romana.r@casino.guru). This is a standard step in our procedure, as the Resolver will take over communication with the casino directly and manage your case from this point onward.

No action is required from you right now. Your Resolver will reach out through this thread if any additional details are needed. You can rest assured that your case is in very capable hands.

I wish you the best of luck and hope your case will be resolved to your satisfaction soon.

Kind regards,

Petra

Dear user,

I'm Romi, and I will be handling your complaint from now on. If there have been any new updates regarding this case since the last information provided, please let me know.

I would like to invite the LuckyBlock Casino's representatives to join this discussion and provide any available information to help resolve this issue.

Dear LuckyBlock Casino,

Could you please provide detailed information about this case?

Thank you in advance for your response.

Best regards,

Romi

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.

Dear user,

I apologize, but since we haven’t received any response from the casino regarding the issue, we cannot continue resolving this complaint, and we are forced to close it as ‘unresolved’.

Normally, in order to reach any kind of agreement, all three parties (player, casino, and mediator) need to communicate closely. Unfortunately, this is not the case, and we were left alone in our attempt to solve this issue.

I am very sorry I couldn't be of more help, but at least closing this complaint as unresolved will negatively influence the casino's rating, and other players can read about your experience in our review.

The casino can reopen this complaint anytime.

Best regards,

Romi

Hello all.

We have reopened this complaint as per the casino's request.

Dear LuckyBlock Casino,

Please provide more information about this case.

Respectfully,

Romi

Hi,

Relevant evidence has been sent to CasinoGuru for review.

Kind regards,

LuckyBlock Casino Team

Hello everyone, my name is Matej and I will be taking this complaint over from my colleague Romi. I have familiarised myself with this issue, and will do my best to help the mediation process to move towards successful resolution.

Dear LuckyBlock Casino, could you please re-send the previous message to me (matej.l@casino.guru) and include the details relevant to this case, for a review? As it has not been included in my handover, I am not privy to the information it contains. Thank you for your understanding and apologise for the delay.

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,

Relevant evidence has been re-sent to CasinoGuru for review.

Kind regards,

LuckyBlock Casino Team

Dear LuckyBlock Casino, thank you for the evidence. I have received the message and reviewed the attachments.

Dear Kibrommm, after reviewing the evidence provided by the casino, I can confirm the breach of T&C regarding KYC procedure on your end. I am unable to share details due to the sensitive nature of the information, however can confirm the account closure and balance void out has happened in line with the terms you have agreed to when signing up for the account.

Due to the aforementioned reasons, I will now proceed to reject this complaint. Thank you for your understanding.