LuckyBlock Casino - Player's account was blocked.

So I played this casino whilst in Canada and won a bit of money. I deposited with bitcoin and withdrew in bitcoin. I was fine to deposit and play for a day or so but once i requested a withdrawal my account got blocked and i was asked to verify with documents. I tried to verify with the documents i had but was told that because i am a uk citizen and only have uk documents then i cant verify. Have asked what is going to happen with my bitcoin withdrawal but have been told they can do nothing so basically i have lost what they allowed me to deposit and play with and also what i fairly won. It seems that i would not have had any problems if i played and not won, they would have kept letting me deposit and taken my money. The problem started because i tried to withdraw. Customer service wont help and just say i will get an email about what they are going to do but it seems that email will never come.

Dear popz1066,

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 if you filled out your profile with the correct personal information prior to depositing in the casino?

Would you be able to forward any relevant communication (emails, chat transcripts) between you and the casino to my email at tomas@casino.guru?

Thank you very much in advance for your reply.

Best regards,

Tomas

Could you please explain why you accessed the casino from Canada?

I checked the casino website which is blocked when accessing the casino from the UK. Have you used a VPN service in order to access the casino?

Hi Thomas.

I was in Canada at the time i played the casino so was allowed to access. Now i am back in the uk i am getting the same message as your screenshot so cant access anymore. I also played another Canada based casino which is not allowed to be accessed from the uk whilst there and have had no problem with the withdrawal from them (wild.io) They have just said i can no longer play their site once back in the UK. Lucky block are not responding to any of my messages regarding my withdrawal.

Just to confirm I played luckyblock casino whilst in Canada and won and tried to withdraw whilst in Canada. Lucky block will are denying my withdrawal as i am a uk citizen even though it was won whilst in Canada

Thank Thomas

Could you please confirm to us you never used VPN to access the casino website please?

Before we contact the casino, could you please forward any communication between you and the casino about the issue? My email is tomas@casino.guru

I'll await your reply.

Hi Tomas no i have not used a VPN. I will forward the communication i have had from them. It will be forwarded through my email address to you p*****@hotmail.co.uk

Thanks

Thanks for your confirmation and email, popz1066. I will now transfer your complaint to my colleague Stefan (stefan.m@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.  

Dear popz1066,

I am so sorry to hear your account got blocked. I will contact the casino and try to resolve the issue as soon as possible.

Now I would like to invite a LuckyBlock Casino representative to join this conversation and participate in resolving this complaint.

Dear LuckyBlock Casino,

Could you please state why the player's account got blocked? Could you please provide us with the evidence? You can put the statement here and paste the evidence here or send it to my email address stefan.m@casino.guru.

Thank you in advance for providing the information.

Kind regards,

Stefan

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.

I have tried to contact the casino but had no success. I’m afraid there is not much that can be achieved without cooperation from its side. I will mark the complaint as "unresolved" in our system. I understand this isn't a satisfactory solution to your issue. However, the decrease in the rating caused by unresolved complaints might help to change the casino's approach. If the casino decides to react, we will reopen the complaint, and you will be notified by email. In the meantime, I recommend you contact the CIL Curacao Gaming Authority (info@curacaolicensing.com or helpdesk@curacaolicensing.com) and submit a complaint to them. The Gaming Authority has more options and tools to help players. Please let me know if you need help with submitting the complaint or how they responded if you can do it on your own (stefan.m@casino.guru). I am sorry I could not be of more help on this occasion.

Best regards,

Stefan

We’ve reopened this complaint as per the casino's request. We would like to give this case one more chance to get resolved and help both involved parties to reach a satisfactory conclusion.

Dear popz1066,

The casino team has notified us that they have been attempting to contact you regarding the case, but you have not responded to their emails. Could you please kindly reply?

Hello popz1066. We've been trying to reach you for a while to repay you without success. Can you please let us (or the casino.guru team) know where you can be reached so your balance can be settled?

Best regards,

Lucky Block Casino

Hi Lucky Block.

As you have stated in previous emails to me you are unwilling to settle my winning balance. You are only willing to send back my original deposit which i am not accepting as a satisfactory result from all of this. I won fair and square so would like the withdrawal. Like i have said in emails, you would not have sent my original deposit back if i had lost. Please settle my winning balance and this matter will be resolved.

Kind regards

Dear Lucky Block,

May I kindly ask you to react and explain the situation?

Hello popz1066. I'm sorry to hear that there had been a decision to not pay out the winning amount. This had happened for the reasons already stated by yourself earlier in the thread.

Just had a word with the people responsible for payments and you'll be able to withdraw your deposit together with your winnings.

Am sorry you've had a bad experience and hope this resolves the issue in a manner which satisfies you.

Luckyblock i appreciate your response and will now get in touch with the support team via email to hopefully get this resolved. Thanks

My withdrawal has now been received so I can mark this as finally resolved. I would like to thank casino guru for helping me work through this, also the luckyblock representative from this thread that sorted it their end.

Dear popz1066,

After successfully resolving the problem, we will mark the complaint as 'resolved' in our system. We appreciate your cooperation and confirmation, popz1066, and if you encounter any issues with this or any other casino in the future, please do not hesitate to contact our Complaint Resolution Center. Our goal is to assist you.

As you know, we do not charge for our services, nor do we accept any gratuities. However, we would appreciate if you could take a moment to share your experience with our services on Trustpilot. An honest review and any suggestions you may have to improve our complaint resolution and mediation process would be greatly appreciated. Your feedback could prove helpful to others who are considering contacting us about any online casino-related issues. Thank you in advance for your time. 

Best regards, Jozef