LuckyBlock Casino - Player's withdrawal is delayed due to document verification issues.

Could you please apply pressure on Lucky Block to verify my documents manually because their system keeps rejecting my documents (ID Card and selfie). I cannot make a withdrawal as long as my documents have not been verified, They have not responded to my multiple requests nor my complaint, which I submitted to complaints@luckyblockcasino.com. I have sent all required documents by email, but they won't accept them.

Secondly, I also used the PAB service at Casinomeister. They contacted LuckyBlock on 11 june 2025 but the casino has ignored them up to this date. This is Gourdfollower's final message to me:

Hello,

As you know we've been trying to pursue your case with the casino but they do not reply. If they won’t respond to us, we can’t discuss your case with them. Given the situation, I’m afraid there is not much further we can do for you on this.

What we can do is look into posting a Casinomeister Warning (Casinomeister Warnings - Casinomeister's Forum: Largest Online Casino Community Since 1998) to alert players to the problems at this casino. I know it doesn't help you much but at least other players now have a chance to avoid the issues with this casino that you had.

If at some point the casino comes forward to discuss your issue we'll certainly be happy to proceed, but until that time we'll have to consider your case closed and inactive.

Hopefully we can be of better assistance to you next time.

Regards,

GourdFollower

Casinomeister PAB Manager

I sincerely hope that you will be able to get the casino to respond and process my withdrawal. Lastly, I have placed a negative review of the casino. I am a verified user at Trustpilot (Mouche): https://www.trustpilot.com/review/luckyblock.com.

They did respond to the negative review (for show), but when I sent yet another email to their complaints department, they ignored me.

If you need further information, please let me know. Thank you for your time and efforts.

Kind regards,

J. S.

[hidden by Casino Guru]

[hidden by Casino Guru]

M: +31 [hidden by Casino Guru]

Hello,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. To better understand your situation and assist you effectively, could you please provide answers to the following questions:

• What specific error message are you receiving when your documents are rejected?
• Have you submitted your documents in the correct format, resolution, and size?
• When was the last time the casino customer support communicated with you?
• When was the last time you tried submitting your identity documents to the casino for verification?

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,

Veronika

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.

The documents that I photographed are not accepted by your system, the quality is poor and I can only use my mobile to make pictures. I have tried many times. The answers to the questions you ask should already be known to you.

I hereby include my emails via which I have sent my documents. I also have a pdf with the emails that were exchanged between Lucky Block and me, if you send me an email, I can reply with the attachments.

==========================================================================================

Van: [personal information hidden by Casino Guru]

Verzonden: dinsdag 10 juni 2025 05:45

Aan: Lucky Block <help@luckyblock.com>

Onderwerp: Re: Lucky Block: Account Verification

 

Hello James,

Please find attached my utility bill and bank statement as proof of address.

I trust that my ID card and selfie have been (manually) verified as I cannot upload them via your cashier because the system used by your casino has rejected them multiple times.

Yours sincerely,

[personal information hidden by Casino Guru]

Van: Lucky Block <help@luckyblock.com>

Verzonden: dinsdag 10 juni 2025 05:31

Aan: [personal information hidden by Casino Guru]

Onderwerp: Lucky Block: Account Verification

 

James (Lucky Block)

10 Jun 2025, 06:31 EEST

Hello,

 

Greetings from Lucky Block!

 

Your verification attempts are now reset.

 

Please consider the following requirements regarding the Proof of Address:

Documents must:

include any of the following, not older than 3 months (s):

- utility bill,

- bank/credit card statement,

We don't accept:

- screenshots,

- mobile phone bills,

- medical bills,

- receipts, or insurance statements.

- tax invoice or government-issued residential statement/certificate.

 

Should you require additional assistance, do not hesitate to contact us again!

 

Kind regards,

James

Lucky Block Support

=============================================================================================

Van: [personal information hidden by Casino Guru]

Verzonden: maandag 9 juni 2025 17:47

Aan: help@luckyblock.com <help@luckyblock.com>

Onderwerp: Id verification j.sieben@hotmail.com - [personal information hidden by Casino Guru]

 

Dear Sir, Madam,

As I was experiencing problems with providing good-quality photos of my ID and a selfie via your automatic system, I contacted live chat, and Kaido has been most helpful. I've uploaded the front and back of my ID card as well as a selfie, which he has forwarded to your finance department. Until these have been approved I cannot make a withdrawal.

For completion's sake, I hereby enclose the front and back of my ID and the selfie I made together with my ID. I hope that you can manually approve these documents.

Looking forward to your kind reply.

Yours sincerely,

[personal information hidden by Casino Guru]

M: [personal information hidden by Casino Guru]

(please note that the Netherlands is not in your drop-down menu, so I've selected Belgium instead to complete my profile)

Please check your logs for these emails, you will find all the required documents to verify my account.

Please also note that your complaints department has not responded either (I have sent an email on 9 June at 23.20 hours CET, which also includes my ID Card (front and back) and a selfie + ID card. Last but not least, you have completely ignored the complaint I submitted via Casinomeister.com. No response whatsoever.

I trust that you will manually verify my documents, so that I can proceed to withdraw my funds as quickly as possible.

Kind regards,

[personal information hidden by Casino Guru]

Thank you for the additional information. Could you please explain this note you wrote to the casino?

(please note that the Netherlands is not in your drop-down menu, so I've selected Belgium instead to complete my profile)

Am I correct in understanding that you selected Belgium as your country of residence, even though you live in the Netherlands and all your documents show a Dutch address?

Thank you in advance for your explanation.

As you can see in the above screenshot, I have listed THE NETHERLANDS as my country of residence, and I pointed out in my email that +31 is missing in your dropdown menu. Yet, I was obliged to pick a country code. For this reason I have selected Belgium (+32), which comes closest.

Why do I get the feeling that you are beating around the bush here? You have received all required documents by email. You should have verified them by now, so that I can proceed to withdraw my funds (€1,000.69).

Hi Veronika,

Thank you for continuing to assist with my case. I wanted to clarify something—I had been under the impression that you were responding on behalf of Lucky Block, so my tone may have reflected that misunderstanding. I now see you're part of the Casino Guru complaints team, and I truly appreciate you mediating this issue.

I hope my previous responses haven’t come across too strongly—it’s been frustrating trying to get the verification finalized and I’ve just been eager to move things forward.

Thanks again for your time and support.

Kind regards,

Jacqueline

Thank you very much for providing all the necessary information. I will now transfer your complaint to my colleague Pavel (pavel.k@casino.guru) who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction in the near future.

Hello!

Thank you for your patience. Now I will be taking care of your complaint and I hope that together we will resolve the problem.

I would like to invite the casino to give them a chance to explain their side of the situation.

Dear LuckyBlock Casino, in case of player's breach of terms and conditions, please, send the relevant evidence to my e-mail: pavel.k@casino.guru. It will not be shared with anyone, including the player. Thank you!

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.

Hi there,

The player was required to complete standard KYC verification. The submitted documents were rejected due to quality issues. Our support team informed the player and requested new documents.

The verification process remains open and can be completed once acceptable documentation is received.

Best regards,

Lucky Block Casino Team

Hi there,

We’ve reviewed the case and instructed our support team to handle the document verification manually to help resolve the issue more efficiently.

The player will be contacted shortly, and we expect to complete the verification process soon, pending acceptable documents.

We appreciate the patience.

Best regards,

Lucky Block Casino Team

I very much appreciate your help! When I am able to withdraw and have received the funds in my bank account, I will definitely let Casino Guru and the community know.

Today I received an email from Andrew at 14.11 hours CET and I replied to his request at 16.16 hours by sending him a photo of my ID card (front and back) as well as a selfie whilst holding my ID card.

I hope that I will soon be able to make a withdrawal.

So, I can see that these selfies are not quite suitable for verification indeed. Holding the phone farther from your face is a nice idea, however, camera is not focused on the document. You can also try to stand in font of the mirror and use your back camera to make a photo with a better quality while you can where exactly the camera is pointed and if it is focused on the phone screen reflection in the mirror. Please, let us know how it goes, and can send photos here again for me to check. Thank you!

I will ask someone else to take a photo from me and my ID card en see if this is of better quality. I will be back at the end of the day.

Thank you!

My identity has been verified!

This is a screenshot of my withdrawal request. Once the funds have hit my bank account, I will let you know.

Thank you very much Pavel for your intervention, I am truly very grateful!

Kind regards,

J*****

After having submitted my withdrawal request, Lucky Block asked for proof of address. I sent this by email and I've also uploaded my utility bill (25 June 2025) via their system. I trust that I will receive my funds soon. -- Update: they just sent this message:

Greetings from Lucky Block!

We would like to inform you that your Proof of Address (POA) verification has been approved. Should you need assistance with anything do not hesitate to contact us.

I hope that my money will be sent asap.

Last update - my money is in my bank account, thanks again Pavel!

We'd like to inform everyone following this case that the player has marked this complaint as resolved using the dedicated button.

Dear percival120718,

We are pleased to hear that your issue has been resolved. We will mark the complaint as 'Resolved' in our system. Thank you for your cooperation and confirmation. If you experience any future issues with this or any other casino, please don’t hesitate to reach out to our Complaint Resolution Center. We are here to assist you.

As always, our services are free of charge, and we do not 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://trustpilot.com/evaluate/casino.guru. Your honest review, along with any suggestions for improvement, would be incredibly valuable. It can also help others who are considering contacting us for assistance with online casino-related matters.

Thank you in advance for your time and feedback.

Best regards,

Pavel