The player from Spain had her account closed after making several deposits totaling €12,000. She had requested a cashback refund, which was denied despite her claim that it belonged to her, and her account reactivation was also refused. The Complaints Team explained that casinos had the right to close accounts under certain circumstances and that cashback was considered bonus money, not a withdrawable balance. As a result, the complaint was rejected, and no further action was taken regarding the cashback request.
LuckyBlock Casino - Player's account is closed with denied refund request.
Closed
Our verdict
Unjustified complaint
Amount: ??
LuckyBlock Casino
Safety Index:LowCase summary
Discussion
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1 year ago
Translation
Several deposits were made, totaling €12,000. Due to the large expenses, the account was closed. Once I requested it, I realized I had cashback. I contacted them to request a refund, but they denied it, as it belongs to me. I reclaimed the amount, as it belongs to me from the deposits I made. They also refused to reactivate the account.
Automatic translation:
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1 year ago
Dear Fuenvi,
Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please understand that we can’t penalize the casino for closing your account. Casinos, in general, have a right to restrict or even close players’ accounts if they suspect irregular play or other questionable activities or for no reason at all.
If the casino detected excessive gambling we won't contact the casino to reopen your account either.
Please understand that cashback represents a bonus money contribution that is designated for customers of the casino and not a withdrawable balance. As such we won't ask the casino to credit a bonus balance to an already closed account.
Please let me know if there is any additional information that I have overlooked, otherwise the complaint will be closed. I wish I could be of more help. Thank you in advance for your reply and understanding.
Best regards,
Tomas
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1 year ago
TranslationAll I want is my cashback. It's a significant amount and something that belongs to me. Consider my position.
Automatic translation:
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1 year ago
Thanks for your reply.
With no other circumstances known, we won't ask the casino to credit cashback to a closed account.
Due to the aforementioned reasons, this complaint will now be rejected. Thank you for your understanding, I am sorry we could not be of more help on this occasion. Please do not hesitate to contact us if you run into any issues with this or any other casino in the future.
