LuckyBlock Casino - Pelaajan tili on suljettu.

This casino closed my account and there are still funds on it. I have already tried to reach out to the casino for more info and to try and get my funds back and they are not giving clear answers and are now ignoring me. There was about $1000 CAD on the account when it was closed. All they said was that there was a breach of the Terms and Conditions which is not true at all. I'd like my money back!

Hello,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with LuckyBlock Casino.

Please allow me to ask you a few questions so I can better understand the situation.

• Could you please advise how long you were a player at the casino and when exactly your account was blocked?
• What games did you play to accumulate your current balance in the casino? (slots, live games, betting on sports)
• Did you achieve your current balance with the help of a bonus?
• Have you provided any documents required for verification of your account to the casino?
• Could you please describe what events preceded the decision of the casino to close your account?

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

Best regards,

Tomas

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Thank you Tomas, I made my account on May 10, 2025, and it was closed July 31, 2025. I played both live casino and casino games. I did not achieve my balance with the help of a bonus. I provided documents for verification and immediately after I uploaded them, they closed the account. Before they closed the account nothing out of the ordinary happened. I tried to withdraw winnings and then they requested documents which were uploaded and then they closed the account.

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

Hello Miniwheats90,

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 to me at michal.k@casino.guru

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 Miniwheats90,

I have received information from the LuckyBlock Team indicating that the appropriate person who should be able to help us with your complaint will be contacting me shortly. I recognize that your case was initiated a few weeks ago; however, as our goal is to address each case to the best of our capabilities, I hope you will not mind that I take a little more time to resolve this matter.

I will extend the timeline by an additional 7 days. I am hopeful that we will soon be able to progress towards a resolution for your case.

Dear Miniwheats90,

I would like to give you a brief update. We are still in the process of addressing your case. I wish it could be managed more efficiently, but gathering the necessary information to evaluate the situation requires additional time. I remain optimistic that we will soon make reasonable progress regarding your case.

Hi there,

The evidence supporting our decision has been forwarded to Michal for a thorough review.

Kind regards,

Lucky Block Casino Team

Thank you for your emails with the information and evidence, Lucky Block Casino Team.

Dear Miniwheats90,

Your case proved to be much more intricate than it appeared at the beginning.

While we typically uphold the notion that players should have the liberty to participate in any style of play and select any games they wish, especially when betting real money without any bonuses attached, as long as they comply with the game and casino regulations. Upon examining your game log, it is clear that your specific patterns of play significantly deviate from standard recreational behaviour. In fact, they correspond with strategies that are considered unacceptable, as specified in the casino's terms and conditions, particularly in section 17 concerning fraud.

Additionally, identical or remarkably similar gameplay patterns have been noted in other casinos operated by the same group, which cannot merely be regarded as a coincidence.

I can assure you that, as an independent party, we have thoroughly reviewed all the information and evidence provided. Based on our assessment, the casino team’s actions were consistent with its established rules, which you agreed to upon creating your account.

Accordingly, we will now proceed to close this case as Unjustified, as a violation of the casino’s rules has been identified. I strongly recommend that you take some time to read, understand, and follow the casino’s terms and conditions to avoid similar situations in the future.

Should you encounter any issues with this or any other casino moving forward, please don’t hesitate to reach out to us. We will try our best to assist you.

Best regards,

Michal

Casino Guru