LuckyBlock Casino - Player’s withdrawal request denied and account is locked.

https://www.luckyblock.com/ja/promotions/weekend-tournaments

I received a bonus worth €1,250 from a live tournament. After completing the wagering requirements, I submitted a withdrawal request for approximately 1,000 USDT. However, immediately after that, my account was locked and my withdrawal was denied.

I contacted the live chat support team, but they only told me to contact the designated email address. After that, I received no meaningful assistance or resolution.

I want to make it clear that I did not commit any fraud in the live tournament. I did not use any tools, bots, scripts, or prohibited software of any kind. What I did was simply open and play almost all available Evolution roulette tables and almost all available Pragmatic roulette tables at the same time in order to earn more points in the tournament. All gameplay was done using the casino providers’ own built-in autoplay function. I did not use any external tools whatsoever.

I had also participated in this tournament for about four weeks, and I previously finished in 1st place. On that previous occasion, I failed to convert the bonus and lost it, so there was no issue then. Because of that, I strongly suspect that this time, once I successfully completed the requirements and requested a withdrawal, the casino intentionally locked my account and refused the payout.

In my view, the casino allowed me to participate in the tournament week after week and risk my own funds until I finally completed the requirements, only to deny the withdrawal once I became eligible to cash out.

At this point, I do not mind if the casino keeps my account locked, as long as they process my withdrawal fairly and pay out my winnings.

I am requesting a clear explanation for the account lock and withdrawal denial, and I would like Casino Guru to review whether the casino’s actions were fair.

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Dear neros,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem regarding the withdrawal from the casino.

To assist you better and clarify your situation, could you please provide answers to the following questions:

• What specific date did you submit your withdrawal request for 1,000 USDT?
• Did the casino send you any message or give any reason when your withdrawal was denied?
• Have you received any notifications or messages related to your account being locked?

Your cooperation in providing these details will help us investigate and work towards a resolution.

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,

Kristina

Thank you for your reply.

I submitted the withdrawal request yesterday. The tournament ended yesterday, I received the bonus, and I completed the requirements. After that, when I submitted the withdrawal request, my account was locked and the withdrawal was cancelled.

I have already forwarded my email to the address you specified. Please check it.

Dear neros,

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, Michal (michal.k@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,

Kristina

Hello neros,

I'm Michal, and I have taken over your complaint. I have reviewed this case, and I will contact the casino to shed more light on this matter and to see if I can help somehow.

We would like to invite LuckyBlock Casino to join the conversation.

Dear LuckyBlock Casino,

Kindly provide me with any evidence supporting the alleged violations of your terms and conditions, of which the player is being accused. You can send the information and evidence directly to me at michal.k@casino.guru for an independent assessment.

Thank you in advance.

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 neros,

I have tried to contact the casino repeatedly but, have had no success. I'm afraid there is not much that can be achieved without cooperation from their side. I will mark the complaint as "unresolved" in our system. I understand this isn't a satisfactory solution to your issue. However, the decrease in the rating caused by unresolved complaints could help to change the casino's approach. If the casino decides to react, we will reopen the complaint, and you will be notified by email.

In the meantime, you might consider contacting the Anjouan Gaming Authority and submitting a complaint to them if you still want to pursue your case.

Although according to their policy, the Authority does not mediate, arbitrate, adjudicate, or otherwise intervene in individual player-operator disputes. However, if a complaint is not resolved by the casino team within 30 days, it may be escalated to an independent Alternative Dispute Resolution (ADR) provider. Participation in ADR is mandatory for all licensed operators, and the operator is required to cover the associated costs (if applicable).

As LuckyBlock Casino has not engaged or responded within our own dispute resolution process as an alternative dispute mediator, this may constitute a potential breach of licensing conditions. For this reason, it may be appropriate to inform the licensing authority of the situation. You can contact them here: Contact | Anjouan Gaming

They may be able to review the matter further and take any necessary action which could help to potentially resolve your issue.

Please let me know if they were able to help at michal.k@casino.guru.

Regrettably, this is where any potential assistance from our end concerning your case concludes. For future reference, I would recommend reviewing a casino’s rating and player feedback before registering, and choosing reputable operators with strong ratings whenever possible. This can help reduce the likelihood of encountering similar unpleasant situations.

Best regards,

Michal

Casino Guru

We’ve reopened this complaint at the request of LuckyBlock Casino. We would like to allow this case one more chance to be resolved and help both parties involved to reach a satisfactory conclusion.

Dear LuckyBlock Casino,

Thank you for your email with the information and certain evidence regarding this matter. I have responded with some additional enquiries and am looking forward to your reply.

Hi there,

Player has breached our T & C. Relevant evidence has been sent to CasinoGuru for review.

Kind regards,

LuckyBlock Casino Team

Dear LuckyBlock Casino Team,

Thank you for the information and evidence provided.

Dear neros,

The casino has provided us with evidence indicating conduct consistent with fraudulent gameplay. The findings presented are also connected to a substantially similar complaint involving TG.Casino and Mega Dice Casino, which was previously reviewed and ultimately rejected following our assessment of the evidence available in that matter.

The documentation submitted by the casino includes, among other things, evidence of irregular betting patterns, the potential use of unauthorized software or automated tools, and behaviour indicative of account manipulation designed to obtain an unfair advantage in relation to a tournament promotion and bonuses. The evidence demonstrated a pattern of activity that could not reasonably be attributed to ordinary gameplay.

Having independently reviewed the materials provided, we are satisfied that the casino has substantiated its position to the standard required for the purposes of our dispute resolution process. Furthermore, the investigative measures undertaken by the operator appear to be consistent with generally accepted industry practices relating to fraud prevention and the protection of promotional integrity.

Under these circumstances, we have identified no grounds upon which to challenge the casino's findings or conclude that the measures taken against your account were unjustified. Accordingly, we are unable to uphold your complaint, and it will therefore be rejected.

You naturally have the right to disagree with this conclusion and may escalate the matter to the casino’s licensing authority or another competent regulatory body within your jurisdiction. However, based on the evidence currently available to us, we are unfortunately unable to provide any further assistance regarding this complaint.

Should you decide to pursue the matter further, you are welcome to inform me of the authority’s decision at michal.k@casino.guru.

We strongly advise that you refrain from engaging in any conduct that may be interpreted as an attempt to circumvent promotional rules, manipulate gameplay, or otherwise obtain an unfair advantage, and that you ensure full compliance with the Terms and Conditions of any operator with whom you choose to play in the future.

Kind regards,

Michal

Casino Guru