LuckyBlock Casino - Player’s account closed and winnings confiscated.

Lucky Block has closed my account without any kind of explanation and has informed me that they're "security department" has confiscated my funds. Please be advised that I complied with all of there requests for KYC and I have done absolutely nothing. I did not win the funds in question using bonus funds or free spins. I deposited almost a thousand dollars into the account using LiteCoin Cryptocurrency.

I attempted to verify myself initially after making the withdraw request by following the steps and It kept rejecting me. I submitted all the documents manually and they closed my account. I cannot even login at this point. I am BEYOND FURIOUS!!! and in addition to the complaint here on Casino Guru I have also initiated a complaint with the Curraco Gaming commission.

I will stop at nothing to hold this casino accountable. They will absolutely not get away with stealing peoples money. I am willing to hire legal counsel with regards to this matter. I am a foreign exchange student. They will not even elaborate on why my account has been closed....just that I did not pass verification.

Hello Marissa1296,

Thank you very much for submitting your complaint and I'm really sorry to hear about your issue with LuckyBlock Casino. Please allow me to ask you a few more question before we would move forward.

Could you please advise since when exactly is the verification process ongoing? Did you claim any bonuses in the casino? When was the last time you spoke to the casino and what was it about?

Did they specify the reason of blocking your account?

Looking forward to your answer.

Regards,

Nick

Hi Nick! To address your questions the verification process was triggered from the moment I made a withdraw request. I experienced no issues with opening my account nor funding my account which I feel is a red flag. I would assume that a reputable casino that was genuinely concerned with enforcing AML and KYC procedure would request documents before any deposit could be made on the account. Instead, it really seems like they are using KYC and AML as a justification for not paying out winnings to players who win. Based on other complaints I'm reading they seem to enforce KYC only when the withdraw is of a significant amount.

I did not claim any bonuses in the casino, although I believe my account was credited with rakeback as part of there new player sign up, but I am almost 100% certain that it has nothing to do with that.

As for the last time I've spoken to them.... I contact them several times a day via the chat tool, but they stopped responding to my emails the moment my funds were confiscated. I have emailed:

complaints@luckyblock.com help@luckyblock.com affiliates@luckyblock.com

All of my emails have gone unanswered/ignored. They refuse to elaborate on the specific reason. They only tell me that I have failed verification and that the decision was made internally and that the decision is final and they will not discuss it any further. Then they will send a link that directs me to there terms of service. I contact them through chat almost every hour with the following message:

"Hello! Please kindly process my withdraw request or kindly reverse the deposits made on the account 🙂 "

"If you cannot assist me with my inquiry, please escalate this chat to a member of Casino Management"

They are now threatening to block me from the chat. As soon as It connects to an agent they are immediately ending the chat because they all know me by now.

The agents simply respond with a scripted response and offer very little assistance.

But I refuse to give up. I will not just roll over and take the hit. I will pursuit this until they either process my withdraw request or they reverse the deposits that I made on the account. Until they do one of those two things. I WILL not rest because by confiscating winnings I won fair and square and by refusing to reverse the deposits I made on the account they are commiting theft. Especially when they refuse to elaborate as to what the reason is.

As I have stated, I am fully prepared to hire legal counsel. The only issue is I do not know what area of expertise this would fall under and because I am dealing with an online entity with no physical mailing address it's going to be especially tricky. I also believe that their license is expired as of January 2024.

It's not about the amount. It's only $1400 USD that's still a nice chunk of change. For me though, it's the principle. I do not want other players to fall victim to this casino and I am actively writing as many complaints and reviews with as many sites as I can warning other players of the dangers. I am not doing so to tarnish there reputation, but to save others from falling prey to them.

update 08/11/2024

Casino continues to ignore my emails and any communication attempts made on my behalf. Casino has threatened to ban my IP-address so that I am not able to access the site or any of its functions.

Chats opened through tool for chat support are ended and immediately closed upon being opened. my request remains the same:

"Please kindly process my withdraw request or kindly reverse the deposits made on the account prior to its closure.

Failure to do so will be construed as theft and may result in further escalation including possible legal action.

no breach of terms occurred and as such I am fully entitled to my winnings or a refund of the deposits made on the account.

if you cannot help me with my query, please escalate this matter to a member of Casino Management. Thank you kindly and have a blessed day!"

Thank you Marissa1296 for all the information provided. As we require further information from the casino regarding the case, your complaint will be now forwarded to my colleague Peter (peter.c@casino.guru) who will be assisting you from now on.

Wish you best luck resolving it.

Regards,

Nick

Hello there,

Thank you Marissa1296 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 why was the player's account blocked and winnings confiscated.

Thank you!

soo they can't seem to make up there minds about what story to stick with for closing my account and confiscating my winnings. On one occasion I was told that there dedicated team of specialist had been monitoring my account for a very long time now and that they were waiting for activity on the account to close it.

I only recently opened the account so the above was clearly fabricated. then I was told that my account was closed due to verification failing. last night I was told that my account was closed due to "clear fraudulent activity during my gameplay". lol, I can assure you that absolutely no fraudulent activity occurred whatsoever I can provide a paper trail and proof of origin of the funds clearly that the funds used to deposit into the account were in fact funds that belonged to me and that the funds did not come from criminal or illegal activity.

I have screenshots of all of these conversations. and I would be highly surprised if LuckyBlock will even bother to address this complaint im just being honest.

in the meantime, could someone help me determine if this casino is truly operating under a license or not ? I cannot find any information when searching the web about what gaming authority they are operating under so that I can submit a formal complaint.

Hi there,

This matter is being looked into,

Best,

Lucky Block Complaints

Lucky Block- I have to admit, I was almost certain that you would not participate or acknowledge this complaint. I am a very reasonable person and I'm really not sure what I did too merit this kind of treatment. & too be completely honest with you, I really do not care.

You do not have to worry about me ever playing on your casino ever again. I can assure you that we shall never cross paths again, I am simply asking that my withdraw be processed which would be the right thing to do in my opinion given that I won fair and square. You know just as well as I do that I did not engage in any kind of abusive gameplay or cheating of any kind.

If you do not wish to process the withdraw and pay out the $1400 I won, then refunding the deposits made on the account would also be acceptable. $1400 is such a miniscule amount of money, as I have stated before -this is not about the money. Its about the principle.

I do not wish to expend any further time and energy on this matter. Please either process my withdraw request or refund my deposits, you are free to do whichever you desire and then we can all move on with our lives and I will recant any complaints that I have made in reference to LuckyBlock.com.

Hi there,

CasinoGuru, we would like to provide you with evidence via email - please provide me with your email in order for me to send the details to you.

Looking forward to your response,

Best,

Lucky Block Complaints

Thank you for the update LuckyBlock Casino representative. You can forward any information to my email. (peter.c@casino.guru) Thank you in advance!

Evidence? Evidence of what? Abusive game play? False. You people are unbelievable really.

Hi CG team,

We’ve provided the additional evidence via email on the 20th of August,

Looking forward to your reply,

Best,

Lucky Block Complaints

Dear Casino Guru,

I find the casino's response to my complaint quite amusing, particularly their repeated references to this so-called "evidence." I am eager to see what kind of "evidence" they have fabricated. Given the extensive tools and software at their disposal, it’s concerning to think they might manipulate data to justify denying a player's winnings.

To be honest, I don't believe we will make much progress here. The casino's responses so far indicate that they are unlikely to pay out my winnings or reverse my deposits. It's also notable that the representative from Lucky Block has not addressed me directly, which raises concerns about transparency.

I've observed that many complaints filed end up being classified as "Player stopped responding." I’m not sure if this is specific to Lucky Block Casino or a broader trend, but it’s concerning, especially considering that some complaints involve amounts much larger than mine.

I have been very proactive in responding to this complaint, and we are only talking about $1,400 USD. After considering that I deposited nearly $1,000 before winning $1,400, the net amount in question is just $400 USD. I think it's worth asking: would it make sense for me to invest so much time and effort over such a small sum if I weren’t genuinely wronged?

I am now considering legal action against the casino. Could you assist me in identifying which gaming regulator oversees their operations? I found a document suggesting their license expired in January of this year. Can you confirm if this casino is operating without a valid license? If so, what recourse do I have?

For reference, here is the link to the document I found: License Document.

Thank you for your continued assistance.

Sincerely,

Charissa Aguilar

Uh-oh. I just read this article from CG.

https://casinoguru-en.com/licensing-authorities/curacao-license-2

I am a little anxious now after reading it. Not only is this operator elusive and seems to lack a formal complaint channel for players to submit disputes, but on top of it, the license is expired and even if it weren't expired, its very likely to be falsified.

Even with an attorney on retainer I'm screwed aren't I?

We have decided to reject this complaint due to breaching the casino's terms and conditions – there is evidence of registration with 3rd party identity (failed KYC/verification). After reviewing all the necessary details and evidence, it would be likely impossible to prove otherwise. The casino acted in accordance with its terms and conditions.

Due to changes in legislation the Curacao licenses will soon expire and will be replaced by the official regulator of the government of Curacao at the beginning of next year. If you're unhappy with the decision you can contact the casino's regulator as it should still operate normally.

Thank you for your understanding, I am sorry we could not be of more help on this occasion. Please do not hesitate to contact us if you run into any issues with this or any other casino in the future.

Kind regards,

Peter