LuckyBlock Casino - Player’s bonus privilege has been withdrawn.

I have signed up at the casino new and was promoted both, a 200% welcome bonus - that is payed out upon wagering and incrementally and a 15% cashback for the first seven days net-loss after signing up.

Both the affiliate site and the internal casino promotions section mentioned both bonuses. I have screenshots for both.

Upon playing and losing 1100 usd quickly I asked support when the cashback would be added I was told that the cashback promo had ended on 16th of February 2023, I would not be receiving any cashback.

I provided my account promo page still showing the 15% cashback, without mention of a limited offer-timeframe.

The casinos support raised the issue to second level support, but within an hour they simply claimed that cashback was discontinued, i should be happy with the 200% bonus and that this was a final descion.

No way i could have guessed that cashback was discontinued, they should have either taken down their promo info, put a end date in its TCs or honour my cashback.

Dear mmandre1,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem.

Please understand, that we can’t penalize the casino for taking away your privilege of receiving further bonuses. Casinos, in general, have a right to restrict or even close players’ accounts if they suspect irregular play or other questionable activities or for no reason at all. 

Casinos are not obligated to reward their players with bonuses and bonus privileges can be limited or revoked at any time without further notice. I absolutely agree that it would be ideal to inform a player about new restrictions related to their account, unfortunately it is not a standard practice.

Please let me know if there is any additional information that I have overlooked, but I’m afraid I will be forced to reject your complaint as unjustified. I wish I could be of more help. Thank you in advance for your reply and understanding.

Best regards,

Petronela

Dear mmandre1,

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, we’re rejecting this case because the player hasn’t responded to our messages and questions. Therefore, we’re not able to proceed with further investigation or suggest possible solutions.

The player can reopen this complaint anytime.