LuckyBlock Casino - Player's deposit not appearing in account.

I sent BNB as a deposit to the address on my Lucky Block account. After not seeing my funds added to my account, Lucky Block support team is saying that I sent it on the wrong chain and that the address I sent it to, has no affiliation with their website. This is false information as I have provided screenshots of the completed transaction.

Dear Antonio,

Thank you very much for submitting your complaint and forwarding the payment receipt. I’m sorry to hear about your problem.

I would like to warn you, that if your deposit has never been credited to your casino account, the only thing you can do is to contact your payment provider. They need to investigate, but bear in mind, that it’s a lengthy process which takes approximately one month. In these cases, the casino has its hands tied. Meanwhile, I would strongly recommend not to deposit any more funds until the issue is sorted.

Could you please advise if the e-wallet address to deposit funds into your account was visible on the casino’s website for all the players or if you have been provided a unique one when opening the account? Was it your first deposit in this casino?

I hope we will be able to help you to resolve this issue. Thank you in advance for your reply.

Best regards,

Petronela 

I’ve been advised by BNB chain to have Lucky Block resolve this as they can see that the deposit was successfully completed. The deposit address that I’ve provided a screenshot of is the personal address associated with my account. This was my first deposit on the account, it is up to Lucky Block to resolve this matter. You can see in the screenshots that I have successfully made a BEP 2 deposit to the address provided by lucky block. Although they are saying that the "to" address isn’t owned by then, which I’ve provided a screenshot of the address that they’ve provided on their website for my personal account.

Please refer to my previous response. I have chatted with the Lucky Block support team and they tried to say I provided a different tx hash for this issue yesterday (which was false as I have our chat transcripts). They have decided to comply with the return as seen in the screenshot attached. However, they are attempting to charge me a 10% recovery fee and up to 60 days for a return. Since there is nothing to "recover" I should not be charged this fee. Lucky Block has received my deposit in their wallet and all they need to do is return the funds back to the wallet from which it was sent, within a day.

Only 90% of my deposit was returned to me. Lucky Block charged me a 10% "recovery fee" to simply send the funds from my their wallet (which I successfully sent to) and add to my account. Prior to Lucky Block team initiating the recovery process I agreed to begin the process, only if the 10% fee was refunded to me. Lucky Block then replied to say that the team was notified and the recovery process has been initiated. Please refer to screenshots for reference.

Thank you very much, michael.suminski, for providing all the necessary information. I will now transfer your complaint to my colleague Adam (adam.m@casino.guru) who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction in the near future.  

Hello michael.suminski, 

I have reviewed your case and will contact the casino to see if I can help.

We would like to invite LuckyBlock Casino to join the conversation and participate in the resolution of this complaint.

Dear LuckyBlock Casino,

Can you please explain the situation? Will the 10% fee be credited back to the player?

Kind regards,

Adam

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.

Hey Michael,

We hope this message finds you well.

We appreciate your cooperation in providing the necessary documentation and video material, which has facilitated a smooth resolution of the ongoing process.

We would like to address the issue pertaining to the initial deposit that was inadvertently sent to an incorrect deposit address. Regrettably, the specific memo associated with the BNB deposit was not applied when the funds were directed to our deposit address. In light of this situation, our dedicated team had to initiate a recovery process for the deposit.

It's important to note that recovery processes entail certain administrative procedures, and as outlined in our policies, a 10% recovery fee is applicable. Upon reviewing our records of your previous interactions with our support team, we found that you had indeed confirmed your understanding of the recovery process and acknowledged the associated 10% fee. We appreciate your understanding in this matter.

Typically, recovery processes of this nature require a timeframe of up to 60 days for completion. However, recognizing the importance of resolving the matter promptly, we expedited the recovery procedure, successfully concluding it within a remarkably swift 3-5 day period.

We are pleased to inform you that the recovered funds have been successfully credited to your casino account. You are now at liberty to initiate a withdrawal of these funds whenever you deem suitable.

Once again, we extend our gratitude for your cooperation and patience throughout this process. Should you have any further inquiries or require additional assistance, please do not hesitate to reach out to our support team.

Once again, thank you for taking the time to get in contact with us,

Best regards,

Damian

Complaints manager

Lucky Block 

The BNB was sent to the appropriate wallet address, provided by Lucky Block. To help clarify for Casino Guru and the public, designation tags are assigned to each account. Once the funds are sent to the Lucky Block wallet address that everyone uses, the designation tag is used to transfer the funds to each account appropriately. Lucky Block profits from players that don’t include their designation tag as they originally told me that my "funds are lost and cannot be recovered," and for those smart enough to prove that the deposit was successful into the Lucky Block wallet, they charge a "10% recovery fee," when there is nothing to recovery, it’s a simple transfer to the players account.

More importantly, I’ve included screenshots again where I stated that I only agree to begin the recovery process if the 10% fee can be refunded. Please review this screenshot conversation, as I stated please move forward with the recovery process if you agree to refund the 10%. Lucky Block support agent (Vera) replied that your team has been updated and will begin the recovery process.

Please return the 10% fee ASAP.

Hey Michael,

Thanks for your response,

If that were the case - we would have a number of users having similar BNB deposit issues, similar to yours. Fortunately for us, as evident in other reviews, this is not the case.

We do not profit from users sending their respective deposits to incorrect deposit addresses - our primary goal is to ensure our players have a seamless experience when depositing, playing and withdrawing - and the recovery of your funds, was part of the process in us trying to assist in bettering the situation.

As stated before, our team has undertaken every effort to retrieve your deposit, and have done so successfully. We therefore will not be providing you with the 10% recovery fee - as we have undertaken our duty in retrieving your funds.

We trust this matter has now been resolved,

Best regards,

Damian

Complaints manager

Lucky Block

I’m not here to make accusations, although I strongly believe in wrongdoing done by Lucky Block casino. With that said, I have provided very detailed and accurate information of my claim and Lucky Block refuses to return my full deposit to me. The terms were modified as I stated to only recover the funds if your team agreed to refund the 10% fee, in which, was agreed to. If casino guru is unable to mediate this situation the fair way, I will need to escalate this issue further.

Hello all,

Thank you for your responses.

As has been stated, the memo/destination tags are necessary for designating the funds to the correct player's account, and if this is not included it is not always possible to locate the funds. It is also quite normal for a fee to be charged for retrieval, although 10% seems quite high.

I can see that the way the support team has stated "If you prefer, we can credit it back to you after recovering it" has led to a misunderstanding regarding the fee, especially as in the player's reply they have stated clearly "If you are able to credit the 10% back to me then yes I would like to proceed".

Dear Lucky Block Casino,

I appreciate that the casino has operated in accordance with its policies, but can anything be offered to the player as a resolution to this situation, considering the confusion caused?

Kind regards,

Adam

Kind regards,

Adam

Hi Adam,

While I understand the level of confusion, it is important to note that the recovery process was completed in accordance to the 10% fee.

We are happy to refund 5% of the fee - taking accountability for the confusion in correspondence.

Please do let me know if this works - as soon as confirmed, we can credit the 5% to the users account,

Best regards,

Damian

Complaints manager

Lucky Block

Sure, I suppose that will work.

Hi Michael,

We are in the process of completing the 5% refund - this should be completed within the next 12-48 hours,

Best regards,

Damian

Complaints manager

Lucky Block

Hello Lucky Block Casino,

Thank you for your assistance and understanding regarding this case.

Dear michael.suminski, 

Please do let us know when the funds have been received, and we will then close this complaint as "Resolved".

Kind regards,

Adam

Dear michael.suminski, 

Please reply and let us know if you have received the funds. If there is no response from you before the timer expires, this complaint will be rejected.

Kind regards,

Adam

Dear michael.suminski,

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.

Dear michael.suminski, 

It seems that this matter has been resolved but without your confirmation, the complaint will now be rejected as mentioned.

Kind regards,

Adam