LuckyBlock Casino - Player’s account has been closed and funds confiscated.

Dear Casino Guru ,

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. 

Thank you very much for your time and support. I would like to provide further clarification regarding my previous statement.

Firstly, I want to emphasize that I have always acted in good faith and have adhered to all of the casino’s rules and requirements. I did not use any welcome bonuses or promotional offers, and this is the only account I have ever created on the platform.

I made a significant deposit, which was intended to be used responsibly. However, my account was closed, and my funds were confiscated without any clear or specific explanation. This is particularly distressing because the funds represent my personal savings, and I am going through a challenging time in my life.

Given these circumstances, I kindly request that the casino provides a clear and detailed explanation of the actions taken. I would also appreciate it if the casino could provide evidence supporting the reasons for the closure of my account and the confiscation of my funds.

I am confident that the matter can be resolved fairly and transparently, and I respectfully ask AskGamblers to ensure that the casino provides a prompt and fair resolution to this situation.

Thank you for your attention and assistance.

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Hello,

Thank you very much for submitting this complaint. I'm sorry to hear about the problem you're experiencing. Please allow me to ask you a few questions to clarify your situation.

• Which identity documents did you submit to the casino for the KYC verification? Have any of your documents been reviewed and approved?
• What types of games did you play with the money you deposited?
• Did you make one deposit only, or did you deposit the $23,000 in several smaller transactions?

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

Best regards

Veronika

Hello Veronica

You asked me through Casino Guru which identification documents I sent to the casino, they asked me for my identity card and my selfie. I did that and I had to wait for some time, but for some reason they didn't accept it and they would send me a link for verification again, and I asked them to check it manually, but still nothing.

I played roulette, I didn't use their welcome coupons or anything like that. I played exclusively with money I deposited from my savings fund.

I deposited the money twice, one after the other, and I am sending you the payments.

Thank you very much for the answer, I hope we will find a common solution.

Dear Lucky Block casino, I publicly ask you to return the deposit of 22,500 USD and keep the winnings and our cooperation is over.

Dear Lens993

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, Michal (michal.k@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,

Veronika

Thank you for your cooperation , I appreciate it . If you need anything , I am at your disposal .

Hello Lens993,

It's Michal again. I have taken over this complaint as well. I have reviewed your case, and I will contact the casino to shed more light on this matter to see if I can help somehow.

We would like to invite LuckyBlock Casino to join the conversation.

Dear LuckyBlock Casino,

Kindly provide me with any evidence supporting the alleged violations of your terms and conditions, of which the player is being accused. You can send the information and evidence to me at michal.k@casino.guru for an independent review.

Thank you in advance

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.

I just want my deposit back and we're done!!!!!

?????

Hi,

The account was closed due to a breach in our T & C.

Kind regards,

LuckyBlock Casino Team

Hello,

I strongly disagree with the closure of my account.

Please specify exactly which Term(s) and Condition(s) I allegedly breached and provide evidence supporting this decision.

I deposited over $23,000 and after winning approximately $43,000 my account was suddenly closed without a proper explanation.

I completed all verification requests and cooperated fully.

I kindly request a detailed explanation regarding:

the exact clause violated,

the reason for confiscating my balance,

and the status of my funds and withdrawals.

Thank you.

Dear Lens993,

Could you please confirm the make and model of the device(s) you used, along with the operating system version and the browser(s) or app(s) utilized during registration and gameplay?

Additionally, I kindly ask you to confirm the payment methods registered in your name that were used at the casino, and to provide supporting documentation (such as a bank statement or e-wallet/crypto wallet statement).

For completeness, could you also clarify whether you have shared any devices with other casino users, or whether you have sent or received funds to or from any individuals who also play at the casino?

You can send the evidence to me at michal.k@casino.guru for a independent review.

I sent all the evidence privately.

Thank you for the information and evidence, Lucky Block Casino Team.

Dear Lens993,

Your case proved to be much more complex than it appeared at the beginning.

After a thorough review of the information and evidence provided by both parties, I regret to inform you that you have not successfully passed the Know Your Customer (KYC) and Anti-Money Laundering (AML) verification process on justified grounds.

As an independent dispute resolution service, we have carefully assessed all available documentation and explanations. Based on our findings, the actions taken by the casino appear to be in accordance with its established Terms and Conditions, which were accepted by you at the time of account registration.

In light of the above, the complaint will now be closed as "Unjustified."

Should you disagree with this outcome, you retain the right to escalate the matter to the casino’s licensing authority or the relevant regulatory body in your jurisdiction. While we are unable to provide further assistance in this case, please let me know of the authority's response or conclusion at michal.k@casino.guru if you decide to try this option.

I regret that we could not be of further assistance in this matter. Should you encounter any issues with this or any other operator in the future, you are welcome to contact us, and we will review the matter accordingly.

Regards,

Michal

Casino Guru