LuckyBlock Casino - Player's account has been closed, funds confiscated.

I signed up with luckyblock 2 days ago. I made serval deposits. Upon trying to withdrawal the casino triggered kyc. I live in a shack, I have no documents. I basically own nothing. I told support I don’t own an id or passport, they provided no alternatives. I asked to have just my total deposits sent back, nothing more or less from my account since I can’t verify. I have over my deposit amount in the account. I am willing to forfeit any winnings I told them and just want my deposit amount sent back. They refuse to help me and closed my account, essentially stealing my money that is sitting in the account ($782.00 ltc). I have opened a case with the gaming commission and need help to have this resolved, it’s robbery as I’ve done nothing wrong yet they won’t sent me the money sitting in my account back and now disabled my account. Please help, this is horribly wrong.

Dear Cdot,

Thank you for submitting your complaint. I'm sorry to hear about the issue you're facing.

Please understand that the KYC (Know Your Customer) process is crucial and ensures that the funds are sent to the rightful owner. Since casinos can't physically verify players, checking identification and documents is their only method of verifying players. Reputable casinos take KYC very seriously, and it might take a few working days to complete this process thoroughly.

Could you please confirm whether you have submitted all the correct personal information in your casino profile, including your first and last names, date of birth, address, and phone number? This information must match what's listed on your official, government-issued documents.

Do you have any identity documents that you could send to the casino at all?

Please note that the casino is required to verify all players before processing withdrawals or refunds. This is a necessary safety measure to prevent money laundering or other illegal activities. If you are unable to provide the requested documents, unfortunately, we will not be able to assist further.

I am looking forward to hearing from you again.

Best regards

Veronika

Hello,

thank you for responding. Cait on the support team answered me. I received the response attatched

.

I responded with my situation.

Dear Cait and Lucky Block Support Team, 

Thank you for your reaching out and for considering my situation. I would like to share more about my background and the challenges I’ve faced that have led to my current inability to verify my identity.

Background: For years, I have struggled to make ends meet. I always worked hard, working multiple odd jobs just to pay the bills. However, in September of 2023 I began experiencing serious health issues, my situation became even more difficult. Medical expenses quickly piled up, and I was unable to keep up with work. Despite my best efforts to find support and navigate my situation, I eventually lost my job. With no income and no family, I fell behind on paying my landlord and came back to changed locks. This sudden shift left me feeling lost and overwhelmed. At this point I was given my stuff and had nothing but a backpack with everything I had left in life in it. My documents, family photos, and sentimental items. 

Life in a Tent: After losing where I stayed, I had no choice but to live in a tent. I tried to stay positive and make the best of my circumstances, keeping my essential belongings close, including my backpack that contained my license and important documents. I was away one day working an odd job in olso, someone went into my tent, stole my backpack, taking not just my ID and documents but every single personal item that meant a lot to me in that backpack. This loss has added to my struggles and left me without any means to prove my identity. Which has been impacting my life ever since. 

Current Living Situation: Right now, I’m staying in a shed behind someone’s property, where I work in exchange for shelter. While this arrangement provides a bit of stability, I still face significant challenges in accessing the resources I need to obtain new identification. The daily struggle to secure food and basic necessities makes it hard for me to focus on rebuilding my life. 

Lack of Awareness: a day or 2 ago I came across a youtube video of someone using Lucky Block, I saw a big win and although not knowing much about the gambling environment, I dreamed of winning, that my life could potentially be changed in an instant, but I was not aware of the specific processes and requirements involved. Given my current circumstances, I did not fully understand the implications of needing certain documentation to participate. This lack of awareness has further complicated my situation. I now find myself in a worst spot, which I didn’t know was possible. 

Lack of Verification Options: I understand that you need to verify my identity, but I currently have no government-issued documents or other means to confirm who I am. This lack of documentation has created major obstacles for me not just in this situation but every day of my life, I am genuinely struggling to navigate this situation in my life, now even more so. 

I signed up for luckyblock to try and escape my daily struggle, only to now have my life spiral even lower than before. 

Request for Refund: Given these circumstances, I kindly ask that you consider processing my refund of total deposits via LTC. This would make a significant difference in my life as I work to get back on my feet. My account with lucky block was at $785.00 when it was closed, the deposit amount was roughly $540.00 - $550.00 ltc, I have screenshots of all the deposits. I’m not seeking anything additional and will forfeit any winnings beyond my total deposit amount. This situation is devastating to me. 

Thank you for taking the time to consider my situation. I hope we can find resolution here. My life is dependent on it in a lot of ways.

Thank you for sharing your story. It’s clear you’ve faced many challenges, and I truly empathize with your situation. Unfortunately, without the necessary identity documents, we are unable to assist in verifying your account, as these are essential for regulatory and security reasons.

That said, I would highly recommend visiting your local police station to report the theft of your belongings. This could help you begin the process of recovering or replacing your important documents, and in many cases, there may be assistance available to help you obtain new ID documents at no cost. Having proper identification is crucial not only for playing in an online casino but for many other aspects of daily life, and restoring this will hopefully help you on your path to stability.

Are you currently able to obtain a new ID and any other documents that could help the casino verify your address and payment method, or is this not an option for you at the moment?

Dear Cdot,

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.

Unfortunately, the player has not responded to our messages and questions. Consequently, we are unable to investigate further and have no choice but to reject this complaint.

The player can reopen this complaint at any time.