LuckyBlock Casino - Player's account verification is delayed.

Please allow me to describe it briefly in order to use deepl translations

One day I

tried to upload my driver's license in the designated format, but when I tried to upload a different government-issued certificate, I was asked to

upload a video of my face and my driver's license. I told them that I could not provide anything other than my driver's license.

Now they are asking for a POA, but

I uploaded all the following documents and they refuse to accept them

, National Pension Bill

, Electricity Bill PDF

, Bank Balance Certificate PDF

, National Health Insurance Bill.

They say none of the requirements are met, but when I tell them I want them to tell me what they are, they won't tell me.

Could you please help me?

Dear rinrin111,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem.

Please understand that KYC is a very important and essential process, during which the casino makes sure that the money is sent to the rightful owner. As they don't have the luxury of being able to physically see all of the players and check their identification and documents, this is the only way gambling establishments are able to complete the verification procedures. None of the serious and licensed casinos take KYC lightly.

• Have you provided all the required documents as soon as possible and in the correct format?
• Are you able to check the verification status of your documents in your player profile? Could you please share a screenshot with this information if possible?
• Could you please share with me your communication with the casino from your attempts to resolve the issue? Send emails or chat transcripts to my email at tomas@casino.guru, or post screenshots here

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

Best regards,

Tomas

thank you.

Email sent

Please check

Chat records and

Should I send the address certificate I submitted?

Thanks for the provided information.

Did the casino contact you separately and request any other information via email for you to provide?

When was the last time you were in contact with casino support?

Thank you for your response

The only support on the casino side is the support chat

I have attached the logs to the email I sent you earlier.

We haven't had any correspondence since the last day of the support chat log.

It's dated, and despite the specified document, they won't tell me what I'm missing!

Nothing has been heard from them since Feb. 4.

Dear rinrin111,

I checked the casino website and found the email address for casino support is available here: help@luckyblock.com

Have you contacted the casino there and asked for support regarding which documents you ought to provide?

Please let me know.

I got it.

I'll try to contact you

I will let you know if there is a response

Thank you for your continued support.

It's been more than a day and there's been no response

Thank you for your continued support.

I got a reply but I don't understand it at all

Or I'm ignoring it

＿＿＿＿＿＿＿＿＿＿＿＿＿＿＿

Antonio (Lucky Block) 14 Feb 2025, 19:49 EET Hello, Greetings from Lucky Block! We want to kindly let you know that in order to proceed further, you need to upload the document via the cashier. We wish you a great rest of your day and remain at your disposal. Kind regards, Antonio Lucky Block Support

Did the casino specify which documents you should upload?

Could you please forward your recent communication with the casino?

Send it to my email at tomas@casino.guru

I just sent a new credit card bill and it was approved.

The withdrawal was completed successfully.

Thank you for your cooperation.

It was a great help

Dear rinrin111,

We're glad to hear that your issue has been resolved. We'll go ahead and mark the complaint as 'resolved' in our system. We appreciate your cooperation and confirmation. If you ever encounter any issues with this or any other casino in the future, please feel free to reach out to our Complaint Resolution Center. We're here to help.

As you know, we do not charge for our services, nor do we accept any gratuities. However, we would greatly appreciate it if you could take a moment to share your experience with our services on Trustpilot https://www.trustpilot.com/evaluate/casino.guru. An honest review, along with any suggestions for improvement, would be invaluable. Your feedback could help others who may be considering contacting us for assistance with online casino-related issues.

Thank you in advance for your time.

Best regards,

Tomas

Casino.Guru