My account was blocked

My account was blocked at Eluck casino, even though I hadn't won much money. I'm really not interested in playing at Eluck anymore; I just want to withdraw the money I left in the account, which was $1845 pesos. I contacted support, and they told me there was no way to withdraw the money because when an account is blocked, that money is permanently confiscated.

After contacting support, my account was blocked.

Later, eLuck informed me:

"Our system has detected violations of our betting rules... account frozen."

I was then informed that my account had been permanently blocked due to an alleged violation of their Terms of Service and that the decision was final and irreversible.

However, they never explained to me specifically what conduct I engaged in, what specific bet violated their rules, or what specific term I supposedly violated.

Nor was I provided with any evidence to prove the alleged violation.

What I am requesting

I request that Casino Guru review my case and help determine:

What exactly was the alleged infraction I committed?

Which specific rule of the eLuck Terms of Service do you believe I violated?

What evidence does eLuck have to justify withholding my earnings?

If the permanent block and hold on my balance were applied correctly.

If eLuck cannot prove that I violated its terms and conditions, I will recover my account.

I understand what you're asking for, and these are exactly the kinds of questions that should be examined in your complaint.

If the casino permanently blocked your account and confiscated the remaining balance because of an alleged betting-rule violation, it should ideally be able to explain what specific rule was breached and what activity led to that conclusion.

Since your complaint with us is already waiting for review, please make sure you've included the account closure message, the reference to the alleged betting-rule violation, your remaining balance, and any communication where you asked the casino for a more specific explanation.

Our Complaints Team can then assess whether the casino's decision and the confiscation were justified based on the available evidence.

I would just be careful with expecting the account itself to be reopened. The main issue for the complaint will be whether the casino had a valid basis for withholding your remaining funds and whether it can substantiate the alleged violation.