LuckyBlock Casino - Player’s tournament winnings have not been transferred.

I participated in a tournament at this casino and came out on top but did not win any money.

On two of those occasions, I have confirmed in advance that there are no minimum bets or excluded games.

The rules were changed in the middle of the tournament and I believe the casino forgot to update their terms and conditions.

The casino also participated in the last round of the tournament according to the changed rules,

The casino has not transferred the prize money, even though we received an email from the casino informing us that we had won a prize.

I have checked and found that a similar complaint has been submitted.

https://casino.guru/luckyblock-casino-player-s-tournament-winnings-not

Dear andandjonnyx,

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. 

• Did you receive any justification from the casino regarding your winnings not being paid?
• Has the casino cited any rules of the tournament being broken?
• Could you please specify which casino tournament you participated in?

I hope we will be able to help you to resolve this issue as soon as possible. Thank you very much in advance for your reply.

Best regards,

Tomas

I attended the

tournament held on September 30.

Tournament held on October 7

The tournament held on October 21.

As others have complained about September 30 and October 7 of these,

I confirm that the casino forgot to update their terms and conditions regarding minimum wagers and excluded games.

(At least at the time I entered the tournament on the 7th, no minimum wager or other rules were added. Others have screenshots to prove it)

For the October 21 tournament, the minimum wager and other rules were followed, and the casino sent me an email with the winning prize, but the prize money has not been transferred.

Although my name was not on the leaderboard, my game history showed that I had originally won a prize.

(which was a higher multiplier than the winners)

I have contacted the casino several times regarding non-payment of my winnings, but the casino continues to ignore me.

I just recently noticed that another player was being accused of violating the rules,

and I learned that the casino had admitted that they had forgotten to add the Terms and Conditions and had offered compensation.

I filed a complaint when I realized that the situation was the same as mine.

Were you informed by the casino about any particular exclusions of bets that took place during the tournament?

I have not received any.

I can forward email correspondence to you.

Thank you very much, andandjonnyx, for providing the necessary information. I will now transfer your complaint to my colleague Adam (adam.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.  

Hello andandjonnyx,

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 provide further insight into the situation?

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.

Dear andandjonnyx,

I have now made contact with the casino via Skype and I am waiting for further information. I will extend the timer accordingly.

Please let me know if there have been any developments in the meantime.

Kind regards,

Adam

Hi there,

We do apologize for the wait in getting back to you,

We are looking into this issue,

Best,

Lucky Block Complaints

Thank you for your response, Lucky Block Casino.

We will await further updates on the situation.

Kind regards,

Adam

Hi there,

The user did not win a prize as the user did not finish as a listed winner for the specific promotion - all winners were credited as per the outlined winners list.

Regrettably, the email was sent in error, and therefore we apologize - as said before, the user was not eligible to win.

We thank you for your understanding,

Best,

Lucky Block Complaints

the multiplier I got was higher than the winner's multiplier.

But I was not on the list of winners.

The reason was that the casino had changed the tournament rules internally but forgot to inform the players about it.

I know that the casino has acknowledged its blunder and compensated other players.

Similarly, please investigate my actual ranking and compensate me.

I also have game history as evidence for the October 21 tournament.

I had won 1000x, which was higher than the multiplier for the users on the list of winners.

This is based on the updated Terms of Use.

Due to a glitch on the casino's site, it is technically impossible to check all game histories, but if you check, you will see that I also won multipliers in the other two tournaments.

Hello all,

Thank you for your responses.

Dear LuckyBlock Casino,

Are you able to provide any supporting evidence to show that the player's efforts were not sufficient to grant them a place in the Tournament? Did the player receive the email due to a technical fault, and are they the only player to mistakenly get such an email?

Kind regards,

Adam

Go to Casino Guru

This is a system problem.

I played the slot legacy of dead for $0.01 for the Sept 30 and Oct 7 tournaments.

Until then, there had always been no restrictions such as minimum stakes or exclusion games.

But the expectation is that the casino had already set the minimum bet internally to $0.1

That is why my record did not reflect it.

However, the casino forgot to notify the player when they changed the minimum bet.

Minimum wagering and excluded games were added to the Terms of Service on October 14.

(Evidence was provided by another user in a screenshot during a complaint)

In another person's complaint, that was granted and the exclusion from record was voided.

Therefore, the casino needs to investigate all my play at the time and produce the actual record.

I confirm that the record for the October 21 tournament was several hundred times lower than my record for the person receiving the prize money.

Hi there,

After a final investigation, I am happy to provide the user with 25 free spins on Magic Piggy - fulfilling our mistake as per the email that was sent to the user.

This is for when the user placed 14th on the weekend of the 21st October,

We trust that this would be in order,

Best,

Lucky Block Complaints

As for the 21th, it should have been higher in the standings.

I remember that the prize money was originally $150.

Please publish the leaderboard at that time.

Also, please research my actual scores for the 30th and 7th.

If possible, please make all my betting history at that time into data and give it to the person in charge of Casino Guru.

That way a third party will be able to see the exact score.

Hi there,

Our offer is based on the email sent to you incorrectly - you did not place on the winners list for the previous mentioned tournaments - we are however happy to provide you with the offer as mentioned before.

Best,

Lucky Block Complaints

Do you understand why this complaint occurred?

No wonder i am not on the list of tournament winners.

Because you changed the minimum wager without notifying the players.

Please review Mr.nemtree's complaint.

And as for the 14th, I have already played according to the updated rules and I am not on the winners list, and my play history shows that my score is higher than those who are ranked to receive the prize money.

Please explain the cause or reason why this is acceptable to me and the casino guru.

Dear LuckyBlock Casino,

Are you able to please provide some supporting evidence that the player did not place in the tournaments mentioned? Please clarify the situation regarding the change of the rules, did this happen after the tournament had started?

Kind regards,

Adam

Hi there,

We're in the process of completing the required data - we are happy to send this to you via email. The change of rules happened the start of October. Regrettably, we no longer run this specific tournament - therefore wont be able to find the current details on our website.

As said before, the user did not rank in the mentioned tournament dates - we were however happy to credit him with a prize due to the incorrect email which was sent to him.

Looking forward to your email address,

Best,

Lucky Block Complaints

Hello LuckyBlock Casino,

Thank you for your response.

Please send relevant data to adam.m@casino.guru.

Kind regards,

Adam

The casino did change the rules internally in early October, though,

but did not notify users of the change until mid-October.

Therefore, as of September 30 and October 7, users were unaware that their wagers had changed.

This is evident in nemtree's complaint.

Screenshots of the evidence were also submitted.

The casino has already paid Mr. Nemtree a settlement in recognition of this oversight.

Are you now denying this?

Dear LuckyBlock Casino,

Thank you for the additional information sent, however I am afraid it doesn't really clarify the situation. Please explain exactly when the terms were changed, and if the terms change was during one of the tournaments the player entered. Would the player have ranked if the terms had not been changed?

Kind regards,

Adam

The last tournament I participated in should be considered separately because the situation is different from the others.

We are aware that the terms and conditions have changed for the last tournament we participated in, and we participated accordingly.

However, I was not listed, even though the 1000x I won was higher than the user's multiplier shown on the leaderboard.

Dear Casino Guru

Am I correct that you have received the tournament standings?

Please publish them.

Hi CG team,

The list sent to you were based on all rewarded winners - the change of rules happened at exactly 2nd October. Based on those results, including the updated ts and cs, the user did not form part of the winners list.

The terms and conditions were indeed changed during a ongoing tournament, the user however, as mentioned above, did not form part of the winners list - including the back up information I provided to you.

The user therefore is not entitled to any prize whatsoever, as he did not form part of the winners list - despite the rule changes.

Best,

Lucky Block Complaints

First, the first tournaments took place on September 30 and October 1.

At this point, the Terms of Service were not updated.

Therefore, the fact that my play is not reflected is a glitch. (I had earned several thousand times more multiplier, and was either #1 or #2 on the leaderboard at the time)

Second, as nemtree also complained, the Terms of Service were not actually updated on October 2.

There is a screenshot of proof of this, and I am sure that casino admits fault there as well.

Naturally, I have also confirmed with my own eyes that the Terms of Use have not been updated as of October 7, including the English version.

Why deny it now?

Furthermore, the last tournament I participated in had a proper record of my play, which confirmed that it was higher than the leaderboard record.

I have been asking here all along why there is a discrepancy between the actual ranking list and my records.

As far as I can tell, there was a glitch in your system that prevented my play from being reflected.

Dear Casino Guru

Regardless of the change in the Terms of Service, it is reasonable to infer that a glitch in the tournament system has occurred, as all three of my plays are not reflected.

It would be necessary to check the leaderboard and my entire play history at the time to determine my exact ranking.

Did you receive that data from the casino?

Due to a glitch in the casino's site, players cannot see all of their game history, but the casino should have that data and we can find it by having them submit it.

Dear LuckyBlock Casino,

We find it highly unfair for the rules of the tournament to have been changed while it is ongoing. Were players even notified of the changes? Would the player have ranked in the tournament had the rules not been changed?

As the player mentioned, it seems that it will be best to review the entire gameplay of the player for the tournaments mentioned, can this be provided please?

Kind regards,

Adam

Dear andandjonnyx,

There has been no further response from the casino, I will contact them once more. In the meantime, please let us know of any developments.

We would like to ask LuckyBlock Casino to respond to this complaint. I will extend the timer for 7 days. If there is no response within the specified timeframe, the complaint will be closed as 'unresolved' and have a negative effect on the rating of the casino.

Kind regards,

Adam

If the casino is willing to waive further investigation and pay a settlement as they did with Mr. nemtree, that is fine. Neither Adam nor I want to continue this same exchange any longer.

But don't forget that with Mr. nemtree it was 1000 euros per tournament and I participated in three.

Hi there,

We apologize for the delay in getting back to you,

The player would not have ranked - where the player ranked, a reward was offered as previously mentioned. We have also provided you with a list of winners for all tournaments that took place - we feel that this is sufficient.

Our offer still stands: 25 free spins on Magic Piggy.

Best,

Lucky Block Complaints

It is extremely likely that the reason it is not ranked is due to a glitch there.

Because regardless of the rule changes, all my play is not reflected.

I have submitted my game history for the last tournament on numerous occasions and it turns out that I have a higher score than the ranked players, but why does the casino refuse to explain this?

Can't you see that the casino guru has instructed submit my game history to confirm this?

Dear Casino Guru

I don't want to go through the same exchange again.

If the casino is any more uncooperative in the investigation,

Please refer to Mr. nemtree's complaint and impose a compensation of 3000€ on the casino.

Dear LuckyBlock Casino,

You have mentioned that you have supplied the list of winners of the tournaments, but that isn't sufficient in supporting that the player's wagers were not enough to place in the tournament. It is also unclear if the rules being changed had any effect on the outcome of the tournament regarding the player. We need to see evidence of the player's bet amounts and progress (for example multipliers earned) throughout the tournament.

As the casino is more likely to have records of this than the player, the easiest way to resolve this situation is for the casino to provide the gameplay history in order for us to compare their progress with that of the winners on the list. It can be sent to my email (adam.m@casino.guru) and will remain confidential.

Kind regards,

Adam

Hi Adam,

The email has been sent,

Best

Lucky Block Complaints

The first (9.30 and 10.1) and second tournaments (10.7 and 10.8) have probably won multipliers of thousands of times in the $0.01 "legacy of dead" tournaments.

I can see some of them from my account, but due to a glitch on the casino site I can only view the latest few hundred.

When I press the more button to check old history, it stops responding halfway through.

As for the last tournament, the $0.1 "9coins 1000edition" achieved a 1000x multiplier.

I can also check this from my account.

Dear andandjonnyx,

I have received your betting history from 30/09/2023 up to 8/10/2023. Upon review of all winning bets, I was unable to find a multiplier greater than x193, which would not be enough to place you in the rankings for any of the tournaments for this time period.

Dear LuckyBlock Casino,

Regarding the most recent tournament mentioned by the player (21/10/2023 - 22/10/2023), although we haven't seen the betting history for that period it does appear from the player's screenshot that they have earned a 1000x multiplier, which would have gained them a position in the tournament according to the winners list you provided.

Can you please clarify this information?

Kind regards,

Adam

Dear Casino Guru

That is ridiculous. I did indeed win thousands of times multi and that is why I am submitting this complaint.

I thought that the internal data was still there, just that I could not check all the data from the casino site, but it is possible that the internal data is not there either.

I would like you to send me the data so I can check it too.

Or I need to contact the proprietor, Playngo.

Hi there,

That is why we provided the free spins as previously mentioned, despite the rule changes, we were willing to credit the user with the free spins and own up for the email which was sent to the user.

The offer still stands and we are able to credit the user with those spins immediately,

Best,

Lucky Block Complaints

If you look closely at the screenshot, you can see that the bets follow the new rules.

Can you explain why it was not reflected?

Looking at the leaderboard, though, it should award prizes, not free spins.

Also, why do you allow only a partial view of the game history on the casino site?

If they refuse to answer any more questions, we will ask the licensee or game provider to investigate their history.

Dear Casino Guru

As I have mentioned several times, this casino has a fatal flaw in that it only saves a portion of your history.

Therefore, it is questionable whether the history that the casino guru claims to have verified is accurate.

If true, the games played should be close to 20,000 rounds.

I would like to know what kind of data it is.

Dear andandjonnyx,

I am unable to share documents sent to me by the casino, but they should be able to supply your betting history to you directly.

As mentioned, the history provided shows all bets from 2023-09-30 through to 2023-10-08.

There are more than 20,000.

Dear LuckyBlock Casino,

Are you able to share the history you have provided with the player?

Also, I still do not understand the situation regarding the most recent tournament mentioned - please explain why the player was not included in the rankings.

Kind regards,

Adam

Hi Adam,

The reason the player did not rank in the most recent tournament was due to him not achieving a high enough multiplier - this was mentioned before.

Best,

Lucky Block Complaints

However, according to the documentation provided, the 1000x is ranked as it should be, and moreover, the product should be prize money, not free spins.

I and casino guru have been asking you why it is not ranked.

Don't you understand?

Dear Casino Guru

What kind of game history data do you have?

This casino's statements have always been puzzling and the credibility of the data you submitted is shaky.

The basic premise is that I got thousands of times more and didn't rank, so I wondered and checked with the casino, leading to a complaint.

In fact, one of the results was that the 1,000x was not reflected.

If the data is CSV or other data, it is not surprising that the history of high payouts has been erased.

If it were in a form that showed pre- and post-game balances, I would be able to notice it.

(Since we have played over 20,000 games, even $0.01 would be a significant amount less without the high payout)

The best way is to check with the game provider, playngo.

Dear Luckyblock Casino,

I would like to ask you once more to clarify what has happened with the tournament ranking for the tournament which occurred on 21 - 22 October. You have provided us with a winner's list for this tournament (without a prize list), but not the players' betting history for this date. According to the screenshot provided by the player, they had a 1000x multiplier during this period, which should have earned them a place.

We need a sufficient explanation regarding this screenshot, and the betting history for this period is also required.

Kind regards,

Adam

Hi Adam,

I've sent you feedback via email,

Best,

Lucky Block Complaints

Please send me my game history and other details.

Dear andandjonnyx,

The casino has now clarified that the prize for placing outside of the top 10 for the tournament on the weekend of 21st October was indeed an amount of free spins, as has been offered in a previous post. This seems to be validated by the similar prize lists we received for previous tournaments. With the multiplier of 1000x, you would have finished in 16th place.

You have repeatedly mentioned another player's complaint, and I think it is valid to mention that the circumstances with that player were a little different from those of this case.

You have not been disqualified from the tournaments for making bets that are lower than those in the (since amended) terms. It is being stated that due to the multipliers earned, regardless of the size of the bets, you have not succeeded in placing in these tournaments.

I appreciate that there has been a lot of miscommunication from the casino, and as we will have to make a decision based primarily on the gameplay/betting history, I have also asked the casino to provide you with this data to review yourself.

We will await their response before proceeding any further.

Kind regards,

Adam

No, it was not 16th place.

I have also checked the leaderboard for the tournament on the 21st and confirmed that the 1000x commodity was 150 euros at that time.

It was 8th on the leaderboard that I checked.

I am submitting this complaint because I was indeed ranked 8th on the leaderboard in the first place, but Prize money has not been transferred.

The casino has already closed this tournament and is unable to provide proper records.

Dear Casino Guru

The casino has already made information such as leaderboards and game history unavailable from their site.

Do you have any evidence to say that the evidence provided by the casino is not fabricated?

If this was my mistake about one of the three tournaments, it would make sense.

But it is clearly unnatural that I was mistaken in all three out of three tournaments. This is because I actually played the game and checked the leaderboard.

Have you received a screenshot of the actual leaderboard as it appears in the casino for the tournament on the 21st?　If so, please paste it here.

If you received the leaderboards in another medium, such as CSV, then that is not proof.

Hi Adam,

I have responded to your email,

Best,

Lucky Block Complaints

Why do you ignore me all the time?

I cannot even compare the data submitted by the casino to the data I have to see if it is correct.

Dear andandjonnyx,

I asked the casino to share all of the relevant histories as mentioned.

The casino has only provided the betting history from 22/10/2023 for me to share with you, I have sent this to your email. Please review and let me know if it seems like it could be correct.

In the meantime, I have again asked the casino to share the entire history with you.

Kind regards,

Adam

plz mail.

Thank you for your email, andandjonnyx,

The issue we have here is that we can only decide this case based on the evidence we have been provided.

You mentioned that you checked the leaderboard for the tournament on the 21st and that you were in 8th position when you submitted this complaint, can I ask if you have anything that can support this?

Kind regards,

Adam

This is the leaderboard that was posted on the casino's website at the time.

I didn't expect to not be able to view it anytime soon, and I didn't think I would have to file a complaint this way, so I didn't take a screenshot.

But because I did check the leaderboard, I am sending an email to the casino.

This is a kind of proof.

I have not seen the leaderboard submitted by the casino here, but what is it like?

Is this the leaderboard properly displayed on the site?

This is the result of the 30thtournament.

The size of the participants did not change much, and the results of the 22th tournament were much the same as this one.

To add, the tournament on the 22nd had fewer participants because the rules had been changed and did not reflect bets of less than $0.1.

Hello andandjonnyx,

This indeed matches the information provided to me by the casino for this particular tournament. You mentioned you sent an email at the time (regarding the tournament on the 22nd), are you able to forward this to me?

Kind regards,

Adam

Dear anandjohnnyx,

We have discussed this case at length internally, and I will now provide our conclusions.

There is a distinct lack of evidence from your side to support that you have earned the multipliers you have stated and therefore should have ranked in the tournaments held on September 30th and October 7th. However, the evidence provided by the casino to the contrary also remains questionable.

We can see that you have earned the 1000x multiplier in the tournament held on 21st October, but again it is unclear if you should have placed higher than 16th place, for which it does appear that the prize would be the free spins mentioned by the casino.

Consequently, due to a lack of conclusive evidence from both parties, we will now close this case as 'unresolved - uncertain case'.

I am sorry we could not be of more help on this occasion. If you would like to pursue the matter further, it is possible to contact the licensing authority of the casino - Curacao Interactive Licensing - by email (info@curacaolicensing.com).

Kind regards,

Adam