LuckyBlock Casino - Player's withdrawal is blocked and refund is ignored.

Had a small win from an initial deposit of 0.08716 SOL and tried to withdraw 0.29269800 Sol and was blocked and told to update my "account info" section which literally had nothing to update (I have screenshots) which wasn't good enough and then I was asked to verify with ID and selfie through Veriff which I cannot do so I contacted customer support 3 different times and asked for a refund of my initial deposit to FVXQErNsBkSadLP5bNbyVYwvfnLFxYkuYoJLE49UasN which was ignored all three times.

Hello,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with LuckyBlock Casino.

Please allow me to ask you a few questions so I can better understand the situation.

• Is the personal information in your account profile filled out?

• Could you please advise how long you were a player at the casino and when exactly your account was blocked?
• How did you learn about your account being blocked?
• What games did you play to accumulate your current balance in the casino? (slots, live games, betting on sports)
• Did you achieve your current balance with the help of a bonus?
• Could you please explain what obstacles there are in completing verification through Veriff service?

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,

Tomas

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.

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If you notice anything suspicious, don’t hesitate to reach out to us directly.

Thank you for your patience, and stay safe.

Personal information was not filled out.

I'm not sure in length of time there, guessing since mid-2023.

My account isn't blocked per say, I am just between a rock and a hard place and won't be able to complete the kyc and withdraw and I don't even care about withdrawing at this point I just want my initial deposit back.

I had played slots and only slots, the majority of my win coming from Olympus 1000.

I didn't use bonuses, it was all purely from my deposit.

The biggest issue with the KYC is that I am unwilling and unable to provide the requested documentation and it is rather contrary to the idea of the crypto casino especially considering that the win was a paltry 59$. My locality will be problematic at best however.

Thanks for your reply. I apologize for not replying earlier.

If your profile isn't filled out, I would recommend that you fill out your player's profile with accurate personal information so that you can complete the KYC. Please note that online casinos can ask you to complete the KYC process even in cases where accounts are closed and when a refund is requested. If the KYC was requested, we can't ask the casino to skip this step. Although some crypto casinos don't require KYC, it's not uncommon to find casinos that do. You can identify such casinos based on the information found in AML, privacy policies, or general terms and conditions.

If there is any particular reason you believe you won't be able to complete the process, please let me know here or to my email at [email protected]

Looking forward to your reply.

I will email that response to you now; I do believe that this can be closed however but I will wait for your agreement before I marked it resolved.

I logged in with my "sUsPeNdEd aCcOuNt" and using a technique that a could figure out I was able to load a game and access my wallet. I continued wagering guaranteed loses until the funds were consumed. I would hate to see the casino have to be the hero here and absorb those forfeited funds for me when they already allow so many deposits and weasel out of paying out when you wi... Oops, meant to say when they already have such a successful business model, darn keyboard.

Thanks for your reply and email.

Sadly, if you lost your funds, we won't be able to assist you further. If you circumvent an IP block of an online casino and play from a restricted country, we might not be able to assist you in such a situation. When accessing the casino from an IP from the United States, the casino warns me that I am accessing the website from a restricted country. I would only recommend you check whether the casino accepts players from your country and fill out your player profile with accurate personal information and country before you deposit and play.

Due to the aforementioned reasons, this complaint will now be closed. 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 issues with any online casino in the future.