LuckyBlock Casino - Player's withdrawals are delayed and account is unresponsive.

Hi I tried to withdraw, had 2 pending withdrawals and they get cancelled so I try again for them to also get cancelled.. now when I try to access the site, it only loads to the withdrawal page and then when I do the withdrawal process I get a error message saying to contact them.. I press contact support and then it just keeps the page loading and nothing. I’ve sent emails and haven’t gotten any responses. I have screenshots of the withdrawals and then the 2 screens it only loads to now. Yes I’ve cleared my cache and cookies etc, tried a different browser, reset my phone and even tried a different device and still nothing. And the amount is 217usd to aud

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Hello,

Thank you very much for submitting this complaint. I'm sorry to hear about the problem you're experiencing. Please allow me to ask you a few questions to clarify your situation.

• Have you made any successful withdrawals from this casino before?
• Could you please specify whether you have already passed the full KYC verification?
• Have you tried selecting several different payment methods for your withdrawal requests?
• When was the last time the casino actively communicated with you?
• Are there any pending withdrawal requests currently visible in your casino account?

I hope we will be able to help you resolve this issue as soon as possible. Thank you in advance for your reply.

Best regards

Veronika

No I haven’t withdrawal from them before, I have emailed them all required documents and I’m still waiting for them to process a ‘manual withdrawal’ every time I email they keep saying the required team is processing my withdrawal but nothing more.

Dear Shannonnnn

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, Peter (peter.c@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 there,

Thank you Shannonnnn for providing us with all the information. I hope we'll be able to resolve this issue together.

I would now like to ask LuckyBlock Casino for their help in resolving this complaint. We would like to know what the issue is with the withdrawal and what we can do to help the player receive their winnings.

Thank you!

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 Shannonnnn, I am in contact with the casino representative, I will keep you updated about any new developments. Thank you for your patience during this time!

Dear Shannonnnn, The casino has informed us of a breach of their terms and conditions which resulted in the restriction of your account. Unfortunately, we are not at liberty to disclose the specific details of this breach.

We consider it reasonable for casinos to restrict player accounts provided that players are still permitted to withdraw their remaining balance. As the casino has allowed you to proceed with your withdrawal, we will regard the matter as resolved once you have successfully completed that process. We will keep this complaint open until you confirm your withdrawal has been successful. Please keep me informed about any further developments.

Dear Shannonnnn,

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.

We regret to inform you that, due to the lack of response from the player to our messages, inquiries, and reminder, we are unable to proceed with further investigation or provide potential solutions at this time. As a result, we must close this complaint for the moment.
However, please note that the player retains the option to reopen this complaint at any time in the future should they choose to resume communication. We remain open and ready to assist in resolving the matter should the player decide to reach out again.

Thank you for your understanding.

Best regards,
Peter
Casino.Guru