The player from Nigeria had experienced frustration with the casino's verification process after winning $217. Despite having provided multiple forms of identification and documentation, including a national ID, utility bill, and bank statement, his submissions were repeatedly rejected. He had requested mediation to resolve the issue and retrieve his winnings or at least his initial deposit. The Complaints Team had reached out to the casino for clarification, but after failing to receive a response, they were unable to continue the resolution process. Consequently, the complaint had been closed as 'unresolved.' However, the casino later requested to reopen the complaint, and it was confirmed that the player's account was fully verified and he received his funds. The issue was successfully resolved, and the complaint was marked as 'resolved' in the system.
LuckyBlock Casino - Player's withdrawal attempts are delayed and account verification is problematic.
Case closed
Amount: 217 USD₮
LuckyBlock Casino
Safety Index:LowCase summary
this casino is the worst casino ever they shouldn't be operating!! They have no intention of paying customers at all so they will fustrate you will a verification process! I created an account on the casino after seeing that they were verified on twitter!! I made a 100$ deposit, then i played a popular game, i got lucky and won, and i was having a total of 217$ in my account! So I decided to test the withdrawal since I’m new, i tried to withdraw and they requested for id! I submitted my national ID card which is acceptable everywhere but they rejected! And they requested i use and alternative documents, so i said okay, and i went to process my international passport, i spent time plus money doing that!!, so i got it processed and i tried the verification again! This time around i did the verification, next they asked for a proof of address and source of funds! Mind you i made the deposit with crypto!
imagine asking for source of funds on a 100$ deposit! Very poor scammy casino!
so i uploaded a utility bill in pdf form, i stay in Nigeria and we buy electricity through an official website buypower.ng, i bought electricity, got the document and sent it to them! But they rejected it!! Saying its not in pdf! Meanwhile its in pdf! And my name and address corresponds, it was within 3 months,
alright then I decided to give them a bank statement!! I went to the bank! To get a signed and stamped statement of account! I got it as hardcopy! Took a clear picture of it, and uploaded it, guess what!! This bad betting site still rejected it , and the reason was that they don’t accept photo, meanwhile on the site it is stated that its either a pdf or a clear photo! This casino has been fustrating all my efforts to verify my account !! Simply because they have no intention of paying!! They have no intention of payinh and they keep rejecting all documents!
please i will forward my documents to you so you can see for yourself ! I have used the same documents to verify so many platform and non rejected it!
this casino is so bad!! Extremely bad!
next i asked them to pay my deposit if they can’t pay the 100$ winning i got! But they still refused! Please i need a mediator and i need this issue resolved so i can get my money from this bad casino
Hello,
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 takes KYC lightly and it might take a few working days to complete this thorough process.
- Has the casino approved any of your documents at all?
- Could you please provide the exact date of your initial verification request?
- Could you please share the documents you have submitted to the casino? My email address is katarina.d@casino.guru.
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,
Katarina
Important Notice: Casino.Guru will never ask you to make payments or grant access to your accounts in order to complete KYC on your behalf. If anyone claims to be from Casino.Guru and requests such information, do not share anything with them.
All communication from us will be through this official complaint thread or the official email addresses provided in your case. Please always check the domain of any email you receive and verify that it truly comes from us. You can confirm this by clicking on your complaint resolver’s profile.
If you notice anything suspicious, don’t hesitate to reach out to us directly.
Thank you for your patience, and stay safe.
They only verified my ID,
6th of may..was the day of my initial verification,
i will share the documents i provided to your mail
Thank you very much for your cooperation. I will now transfer your complaint to my colleague Romi (romana.r@casino.guru) who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.
Dear user,
I'm Romi, and I will be taking care of 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 user,
Could you confirm, please, that your account has been fully verified now and you have received your winnings?
Thank you in advance.
Respectfully,
Romi
Thank you for confirming and for using the Casino Guru complaint resolution center. I’m very glad you have received your funds. As the issue has been successfully resolved, we will now mark your complaint as 'resolved' in our system.
Please do not hesitate to contact us in the future if you run into any issues with this or any other casino. We are 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,
Romi
Casino.Guru
