LuckyBlock Casino - Player's tournament winnings not awarded.

Tournaments are held every weekend at the casino.

I participated in the tournament which was held from September 30.

Later the results of the tournament for the relevant period were announced,

I was out of the rankings, even though I had more points than the first place finisher by my calculation.

When I asked why, I was told that my bet was excluded due to an internal decision and that the reason could not be disclosed.

Before participating in the tournament, I checked with the support team about the conditions for participation and prize-winning (Image 1), and I believe that I have fulfilled the conditions for winning the prize.

There are no violations of the Terms of Use. (Image 2)

Is it possible for the casino to tell us why the prize money was not paid this time?

Dear nemtree,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please allow me to ask you a few questions, so I can understand the whole situation completely.

• Can you confirm whether this was your initial participation in a tournament at this casino?
• Was the tournament entry free, or did it require a real money fee for participation?
• Has your account been successfully verified in previous instances?

If there’s any relevant communication, please forward it to petronela.k@casino.guru.

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

Best regards,

Petronela

Thank you for your reply.

This is not my first time participating in this tournament.

This is the third time I have participated and the first two times the prize money was paid successfully.

Participation in the tournament is free.

All my accounts have already been verified successfully.

Best regards,

I await your response

Thank you very much, nemtree, 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 Nemtree,

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 explanation as to why the player was denied a place in the tournament rankings?

Kind regards,

Adam

Hi there CG team,

Thank you for bringing this to our attention,

We have picked up that the user made use of abusive gameplay strategies - in this case, the user made wagers below our minimum wager threshold for the promotion in question (Lucky Block Weekend Slots Tournament) - the minimum wager in this case is 0.10 - the user made wagers at 0.01. As a result, the user did not list on the winners podium.

For reference, you can find details to this tournament here: https://www.luckyblock.com/en/lucky-block-weekend-slots-tournament. By wagering the above mentioned amount on high volatility games as the user did, he is able to exponentially take advantage of the multiplier factor the tournament is based on.

Ive included the string line of the bet and game below,

We trust this would be in order,

Best,

Lucky Block Complaints

Thank you for your response, Lucky Block Casino.

Can I ask how many times the player placed such bets?

Kind regards,

Adam

Hi Adam,

All of his wagers were that exact amount - I am happy to send this through to you via email,

Best,

Lucky Block Complaints

Thanks for clarifying, Lucky Block Casino.

Please send the relevant information to my email, adam.m@casino.guru.

Dear Nemtree,

Is it possible that each bet you have made was in the amount of $0.01 and not the required $0.10?

Kind regards,

Adam

Hi Adam,

The email has been sent,

Best,

Lucky Block Complaints

Thank you for your reply.

Of the plays during the relevant time period, those that earned more points than the first place in the ranking were in play for $0.01.

However, as we have already told you

I have checked with the supporting team before entering the competition to make sure I understand the terms and conditions of participation and the conditions for winning the competition, and I understand the terms and conditions.（画像）

（画像1）

Q.Is there a set minimum bet required to participate in a tournament?

A.No there is no minimum bet of the tournament. The Terms&Conditions of the tournament are also available at: https://www.luckyblock.com/en/lucky-block-weekend-slots-tournament

Inquiries regarding other tournaments such as

There was no minimum bet amount listed in the tournament's terms and conditions.（画像2）

For the above reasons, I thought my participation was effective.

Thank you for your response, nemtree.

Dear Lucky Block Casino,

The screenshot of the terms provided certainly seems to be missing the relevant betting rule.

It seems that the player spoke to the support also about the rule, does the casino have a record of this conversation, including the date it occurred?

Kind regards

Adam

Hi Adam,

This has always been evident on our website - it is clearly stated here: https://www.luckyblock.com/en/bonus-terms as well as the previous link provided.

The user has not supplied a older image of the betting rules, this has been updated - but as mentioned, more details can be found on the link above.

Best,

Lucky Block Complaints

The date of occurrence of this conversation record is October 1

The relevant tournament period is September 30-October 1

When contacted after the issue arose, the response was that the wager was excluded and the reason could not be disclosed.

About two weeks after the end of the tournament in question, a rule was added to the Terms and Conditions.

Dear Lucky Block Casino,

Can you clarify when the terms of the tournament have been updated?

I would like to ask again if you have a record of the chat conversation provided by the player, preferably showing the date of the conversation mentioned.

Kind regards,

Adam

Hi Adam,

The terms were updated during the period of the weekend tournament (1st October) - and it is also important to note that as per ts and cs, the information pertaining to a specific promotion can be updated without any prior notice as seen below,

The chat occurred on the 30th of September - regrettably, we are unable to download the chat transcript - but I can confirm that the chat shown by the user to be true and correct.

Considering everything, this still remains a clear violation as per my initial message - the user was manipulating the promotion by going with the minimum bet for all wagers made and we do not plan to change our stance on this.

We trust that this would be in order,

Best,

Lucky Block Complaints

The screenshot of the post was saved on October 7.

It contains the results of the tournament held September 30-October 1.

There are no additional terms and conditions at this stage. The terms and conditions will be added at least after October 7.

The date and time of the chat is Sunday, October 01, 06:18 JST UTC+0900

Hello all, thank you for your responses.

Dear Lucky Block Casino,

Both you and the player state a different date on which the chat occurred, would this be due to the time difference?

Also, you mentioned, "I can confirm that the chat shown by the user to be true and correct". In this chat, the player has asked if there is a minimum bet amount and the answer has been given as "No there is no minimum bet of the tournament".

If that is the case, I fail to understand how the player has broken any rules. It was originally stated that the player made wagers below the minimum threshold, but now the casino is saying that the player has manipulated the promotion "by going with the minimum bet for all wagers made".

Has this threshold then been added to the terms after the tournament has begun?

Kind regards,

Adam

Hi Adam,

As per chats received, I can confirm that the chat occurred on the 30th of September, as I have mentioned before.

I confirmed the chat as true and correct, as we have a exact copy of the same chat - it seems that at the time, the agent was not aware of the minimum bet requirement, however, it is important to note that the ts and cs were evidently updated as per my previous message.

Regarding your last paragraph - indeed, the player has broken the rules of the promotion, not just with one wager, but all wagers for this particular time period. Making bets of 0.01 consistently.

Again, it is important to note that as per first point of the ts and cs:  ''The offer is available for a limited time only and is subject to changes without prior notice''. As per my previous message, the terms were updated during the period of that particular tournament.

Best,

Lucky Block Complaints

Hello LuckyBlock Casino,

Thank you again for the additional information. It seems that you are stating that the player asked the support about the minimum bet before starting the tournament, and was told there was no minimum bet requirement. The player has then started playing the tournament, and while they have been playing the casino has updated the terms of the promotion to include the minimum bet amount, unbeknown to the player. The player has then concluded the tournament, only to be disqualified because of a rule that was not there when they started wagering. Please correct me if I have misunderstood this.

Kind regards,

Adam

We checked the Terms of Service during the tournament and at the end of the tournament and found no additions to the Terms of Service.

The screenshot of the submission shows the results of the tournament in question, so there is no doubt that it was saved at least since the end of the tournament.

There are no additional terms and conditions in the screenshot of the submission.

This means that it proves that there were no additions to the terms and conditions at least at the end of the tournament.

Hello Adam and Nemtree,

Thank you for your prompt response.

Given that the tournament for this specific period has already concluded, with winners duly rewarded, we are eager to resolve this complaint by offering the player a compensation of $1000.00, deeming it fair considering all circumstances.

As you are aware, the winners have already been selected and paid out. We believe that the proposed reward is a mutually beneficial solution for all parties involved.

Please inform us if this proposal is agreeable to all parties.

Best regards,

Lucky Block Complaints

I agree with this suggestion.

Hello all,

Thank you for your responses.

Dear nemtree,

As you have agreed with the casino's proposal for a resolution, please let us know when the amount has been credited and we can close the complaint as 'resolved'.

Kind regards,

Adam

Hi there,

Thank you for your confirmation,

I have requested that payment be made to your casino account in due course - this should be completed within the next 6-24 hours.

If you require any further updates, please feel free to reach out to our support team,

Best,

Lucky Block Complaints

$1000 was deposited.

Hello nemtree,

I am glad to hear the amount was credited, we will mark the complaint as 'resolved' in our system. We appreciate your cooperation and confirmation, nemtree, 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 https://www.trustpilot.com/evaluate/casino.guru. 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,

Adam