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.

Hi!

Yes, I have used VPN, because all offshore casinos / bookies are blocked in Kazakhstan.

As for the bank statement - why they say it was blurred ? If I make a new one, would they accept it ?

Since as I explained previously - I do not own the house, my parents do.

Best regards

And the first docs for address verification are legit too - you can even verify their legitimacy online (since it’s from the Kazakhstans online governmental service)

Hello jodeci999,

Thank you for your cooperation so far. I kindly recommend submitting any new documents requested by the casino so that the verification process can be completed as smoothly as possible.

The first document you provided as proof of address did not meet the casino’s requirements. According to the casino’s terms, acceptable proof of address documents must be issued within the last 3 months and clearly show your registered address. Examples of acceptable documents include:

• A recent utility bill (electricity, water, gas, etc.)

• A bank statement

• An official government document confirming your address

I advice you to submit a new bank statement, please make sure that the document is clear, not blurry, and that all information is fully visible and readable.

When submitting these documents to the casino, please feel free to include me in the email and send a copy to my address at lucia.s@casino.guru. This way, if the casino rejects the documents again, I can review them, communicate directly with the casino, and help identify what may still be missing or needs to be corrected.

Hi!

I have sent the fresh bank statement certificate that has my name and address

specified.

You’re in the copy as well.

Hopefully it will be resolved, thank you for your help

Dear jodeci999,

Could you please let me know the current status of your account verification process? Have there been any developments or updates from the casino?

Hi!

I have sent them a new bank certificate with my name and address specified, but they have rejected it and demand water /

electricity / internet bills

the withdrawal is still locked

Dear jodeci999,

I have contacted the casino to request clarification on what is required from you. I will update you as soon as I receive their response.

In the meantime, I recommend trying to submit documents that fully meet the casino’s requirements. Based on the responses you’ve received so far, it seems the issue with your bank statement may be related to the format submitted.

Please consider uploading the document in its original PDF format (as issued by your bank), or alternatively, a clear high-resolution photo of an official paper copy, ensuring that all information and all four corners are clearly visible.

Additionally, is it possible for you to provide any other documents as proof of address besides the bank statement?

I will inform you as soon as the casino responds to my query.

Hi!

So far, other options seems inconvenient since the house is registered on my parents name.

Let me know once you receive feedback from them, that’s utter rule bending.

Hi there,

The player is currently refusing to provide any alternative proof of address without explanation. After their initial bank statement failed our review, we requested a standard utility bill or tax return—both of which were included in our document list at the beginning of the verification process.

Best regards,

LuckyBlock Casino Team

Hi!

But I have also sent you a new bank statement a few days ago! What’s the problem?

I already explained why it’s hard for me to provide the alternative, due to the house being registered on my parents name (majority of people live with parents btw in our country)

Thats the cultural differences which has to be taken into account as well

Dear LuckyBlock Casino Team,

Since the player currently resides with their parents and does not have utility bills in their own name. We would like to confirm whether the following documents would be sufficient to complete the verification:

• A recent utility bill in the parent’s name (same address)
• A signed letter from the parent confirming that the player resides at that address
• A copy of the parent’s identification document
• (If required) any official document in the player’s name showing the same address

Could you please confirm if this combination of documents would be acceptable, or alternatively provide a list of documents that you would consider valid as proof of address for the player in this situation?

We appreciate your guidance and look forward to your response so the player can proceed with verification as soon as possible.

Hi there,

As an exception, we can accept these documents. We will also need a selfie of the parent holding their ID. Please note that documents must be submitted as PDFs or original photos.

Kind regards,

LuckyBlock Casino Team

What kind of humiliation ritual that is ? My parents are old people, I don’t want them to go through this.

Could you please at least return my deposit amount? Since I have used crypto and it was only 1 parlay that I made.

Return my deposit - and we call it quits

Dear jodeci999,

I’m sorry to hear that you feel this request is uncomfortable for you and your family. I completely understand your concerns, especially given the situation with your parents.

Here at Casino Guru, our goal is to support both players and casinos in resolving complaints fairly and transparently. We always try to find solutions that are as customer-friendly as possible while still meeting the verification requirements set by the casino.

In your case, since you are unable to provide a standard proof of address in your own name, we worked with the casino to explore alternative options that could help you complete the verification process. The documents we proposed are meant to serve as an exception rather than the standard procedure.

I’d like to reassure you that in situations where a player does not have a proof of address in their own name, there are often alternative documents that may be accepted, which could help you avoid involving your parents altogether.

If possible, you might consider providing any of the following documents in your own name:

• An official government letter (for example from a tax office or local municipality)
• An insurance document (health, car, etc.)
• A mobile phone bill showing your name and address
• A residence confirmation issued by your local authority

These types of documents are commonly accepted by casinos as proof of address, provided they are recent and clearly show your full name, address, and date.

If you are able to obtain any of the above, please let me know and we can check with the casino whether they would accept it instead. This could be a simpler solution for you.

However, if none of these options are available, the alternative proposed by the casino is intended as an exception to help complete the verification process.

Please let me know how you would like to proceed, and I will continue assisting you.

Dear jodeci999,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

I have told you already.

Give me back my deposit amount and we call it quits

No winnings needed, you can leave them to yourself, and I’ll make sure to spread info that Luckyblock are just a scammers

Dear LuckyBlock Casino Team,

Could you please advise the player on the current options available to them regarding their request and account verification? Thank you for your assistance.

Hi there,

Kindly be informed that we accept the player's proposal. Account access has been restricted to allow for a withdrawal of the remaining funds. Once the withdrawal is approved, the account will be permanently closed.

We invite the player to request the withdrawal so the case can be marked as resolved.

Best regards,

LuckyBlock Casino Team

Hi

I have logged in to my account and there was only POA verification page

i have sent the statement once again

approve and let me withdraw

submitted withdrawal request, will update once crypto hits the wallet

My deposit amount was paid out.

thank you casino guru team for helping me!

we can mark this issue as resolved

Dear jodeci999,

We're glad to hear that your issue has been partly resolved, and we'll mark the complaint as 'resolved' in our system. Thank you for your cooperation and confirmation. We hope that the suggestions and explanations we provided were helpful in navigating the issue. If you encounter any further difficulties with this or any other casino in the future, please don’t hesitate to contact our Complaint Resolution Center. We're always here to assist.

As you know, we do not charge for our services, nor do we accept any gratuities. However, if you could take a moment to share your experience with our services on Trustpilot https://www.trustpilot.com/evaluate/casino.guru, it would be much appreciated. Your honest review and any suggestions for improving our complaint resolution and mediation process would be invaluable. Your feedback could also be helpful to others who are considering reaching out to us for assistance with online casino-related issues.

Thank you in advance for your time.

Best regards,

Lucia S

Casino.Guru