The player from Canada had encountered problems when he attempted to withdraw his winnings from an online casino. The casino had claimed that the player had self-excluded in the past and, therefore, had closed his account after he deposited and played. The casino was reviewing the player's KYC documents at that time. We, the complaints team, had attempted to engage with the player to better understand the situation and potentially assist in resolving the issue. However, due to a lack of response from the player, we were unable to proceed with the investigation or provide potential solutions. Despite this, the player retained the option to reopen this complaint in the future.
LuckyBlock Casino - Player's account closed over false self-exclusion claim.
Amount: Can$1,000
LuckyBlock Casino
Safety Index:Very highSafety Index
Casinos with a Very high Safety Index are usually proven by hundreds of thousands of players while having zero or a small number of relevant complaints. We consider playing in casinos with a Very high Safety Index perfectly safe, as they have proven that they treat their players fairly.
Case closed
Our verdict
Player stopped responding
REJECTED
Case summary
3 months ago
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4 months ago
They are saying I'm self exluded but never played there before . They let me deposit and play untill it was time to withdraw . Then they kyc me and said the documents are under review and closed my account !
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4 months ago
Dear cmambelli24,
Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please allow me to ask you a few questions, so I can understand the whole situation completely.
- Have you ever requested your account to be closed or suggested a gambling problem when communicating with the LuckyBlock Casino?
- Could you please advise if you have self-excluded yourself from any other casino in the past?
If there’s any relevant communication, please forward it to petronela.k@casino.guru.
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,
Petronela
Due to the increased volume of complaints during this time of year, we kindly request your patience while awaiting our responses. We aim to publish each complaint within 48 hours of submission but reserve up to 7 days to reply to any subsequent comments. Additionally, please be aware that it might take a bit longer for your complaint to be assigned to a resolver, as we are currently managing over 900 complaints.
Your understanding is greatly appreciated. Wishing you a delightful holiday season, and we will get back to you as soon as possible.
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4 months ago
Dear cmambelli24,
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.
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3 months ago
We regret to inform you that we must reject this particular case due to the lack of response from the player regarding our messages and questions. As a result, we are unable to proceed with any further investigation or provide potential solutions to address the issue at hand. However, we want to emphasize that the player retains the option to reopen this complaint at any time in the future should they decide to do so. We remain open and willing to assist with resolving the matter should the player choose to resume communication.
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