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

Unfair Verification: LuckyBlock.com rejecting valid PoA (Bank Statement & Government Medical Certificate) for $3362 USDT withdrawal.

Casino Name: LuckyBlock.com Amount Disputed: $3,362 USDT Reason: Payment Dispute / Account Verification (KYC)

Description: I am filing this complaint because Lucky Block is intentionally obstructing my withdrawal of $3,362 USDT. They are demanding a specific Utility Bill that I cannot provide, while repeatedly rejecting multiple high-level legal alternatives.

The Situation: I am trying to withdraw my winnings of $3,362 USDT. To prove my residence, I have provided the following:

A certified Bank Statement with a stamp, showing my full name and address.

An official Medical Certificate issued via eGov (Kazakhstan's national government portal), which is a verified state document containing my residential data and a QR code for authenticity.

The Problem: The casino rejected both documents. They continue to ignore the fact that these are official, legally binding documents in my country that satisfy all international KYC/AML requirements for Proof of Address. By refusing a government-issued certificate and a bank-stamped statement, the casino is clearly creating artificial barriers to avoid paying out a large sum.

The support team provides no valid legal explanation for the rejection, simply repeating the same "Utility Bill only" script. This is unacceptable for a licensed operator.

Desired Outcome: I request the Casino Guru team to review these documents. I want the casino to recognize my Bank Statement and Government eGov Certificate as valid Proof of Address and process my $3,362 USDT withdrawal immediately.

Important notice:

Casino Guru will never ask for payments or access to your accounts to complete KYC. If someone claims to be from Casino Guru and does that, do not share any information.

We only contact players through this official complaint thread or via @casino.guru e-mail addresses. Always check the sender’s domain and verify your complaint resolver’s e-mail address by clicking on their avatar visible inside the official complaint thread.

If anything seems suspicious, contact us directly.

Stay safe.

Hello,

Thank you very much for submitting your complaint. I’m truly sorry to hear about the difficulties you’re experiencing.

Please understand that KYC (Know Your Customer) verification is an important and mandatory process designed to ensure the security of both players and the casino. Since online casinos cannot verify identities in person, this is the only way to confirm that the account and funds belong to the rightful owner. Licensed and reputable casinos treat this step with great care, and although it can sometimes take a few working days to complete, it is carried out to protect you and prevent any misuse of your account.

• Could you please forward me the documents you sent to the casino as your proof of address? My email address is veronika.f@casino.guru.
• Could you kindly specify if you are able to provide a basic utility bill to the casino to verify your address?
• What types of games did you play to accumulate your winnings?

I hope we will be able to help you resolve this matter as quickly as possible. Thank you in advance for your reply and cooperation.

Best regards,

Veronika

Hi! Thank you for your attention to this case.

• I have sent you the docs via email
• I can provide an internet bill, but I’m not sure about its format. But it’s on my name, and it’s on the same residential address.
• That was my first bet with them. I’ve made a parlay for CS (esports) and football

Let me know if I can assist you further on.

Best regards,

Dear jodeci999

Thank you for your cooperation and for providing all the necessary information. I truly appreciate the time and effort you’ve taken to share everything with us so far.

Your complaint will now move to the next stage of our process and be handled by your dedicated Resolver, Lucia (lucia.s@casino.guru). This is a standard step in our procedure, as the Resolver will take over communication with the casino directly and manage your case from this point onward.

No action is required from you right now. Your Resolver will reach out through this thread if any additional details are needed. You can rest assured that your case is in very capable hands.

I wish you the best of luck and hope your case will be resolved to your satisfaction soon.

Kind regards,

Veronika

Hello jodeci999,

My name is Lucia and I will be assisting you with your case. I hope that together we will come to a successful resolution of your issue.

I would like to request the presence of a representative from the casino in this conversation.

Dear LuckyBlock Casino,

Could you possibly provide additional information regarding the issue and clarify the situation? I would also appreciate it if you provided us with any and all relevant evidence.

Thank you in advance.

Respectfully,

Lucia

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 jodeci999,

I wanted to inform you that I am in communication with the casino regarding your case outside of this thread. They are currently reviewing the details and will provide me with updates as soon as they are available.

Thank you for your understanding and patience during this process.

Dear jodeci999,

I have received an update from the casino. According to their response, the documents you previously submitted did not meet their verification requirements — the first proof of address document was not accepted, and the bank statement was rejected because it was blurred. Additionally, they noticed a discrepancy between the country selected in your account (Kazakhstan) and the detected registration/IP location (Ukraine), so they requested additional documents to confirm your proof of address.

Please submit the documents requested by the casino and keep me updated once you do so.