LuckyBlock Casino - Player’s winnings confiscated due to unintentional bet limit breach.

I knew the t and c very well but During gameplay of more than 12 hours to complete the 35x times a huge bonus I won a button close to the spin button of one game must have been pressed and it proceeded to max bet which spun above the limit of 5 dollars per spin of the t and c .. however I find this to be unfair do to the fact it took more than 12 hours at under 5 dollars a spin and all this on telegram bot the buttons are small and close together. It was not intentional and I lost money on the spin and I already had won enough money to cover the bonus at the time. When I requested a withdrawal within 6 mins during off hours for the casino they had canceled and taken all of it almost like they were waiting. They said it was for that errant spin a breach of the terms. To have a button that close with out a warning that will wipe out 17000 dollars in winning when under 5 dollars takes almost a day to spin through for any sizable bonus win puts the odd likely that without intention a human player will press something that will nullify any big win. I thought the intention of the rule was to stop players from winning big amounts of bonus funds not a sneaky way to nullify those who have already won fairly and squarely. I understand that this slip was a breach but my point is it's set up this way to make easy ways to unintentionally breach when you know the the t and c and are trying to stay within them. That isn't fair it was heart dropping when I saw it had spun even more so when they took it all. I would think that if it was a honest and fair casino seeing as I didn't win my funds from this mistake that they would pay just as they would have anyone else or it goes to show that they will try whatever they can to pull back funds from winners. Who wants to play at that kind of casino. Written in English by a friend

Hello eerivera619,

Thank you very much for submitting your complaint and I'm really sorry to hear about your issue with LuckyBlock Casino. Please allow me to ask you a few more question before we would move forward.

Could you please advise if your account is already verified and if yes, since when exactly? What kind of bonus did you use? Do I understand it correctly that only 1 spin was over the allowed limit and it was a losing bet? When was the last time you spoke to the casino and what was it about?

Looking forward to your answer.

Regards,

Nick

There is no verification is from telegram bot. It was my welcome bonus free spins I received almost 1,000 and I needed to play 35x very soon I won 10,000 more. Now I recorded all my gaming history and screenshots. It was unfortunate that it was two tours, first I didn't see and I didn't win anything and second it was because the first change bet and because I didn't win I didn't see the problem until the second when I won 50 and it seemed strange to me and I saw that it changed to max bet. I only received a support link with the tyc, they did not answer 30 more messages in the community on Telegram, they told me they could not do anything. VIP of the person who referred me says he tried but was denied and never by new players without being a VIP.

Hello eerivera619,

Can you please point out which bets were the one above the limit? What currency did you play with?

It was bitcoin. The two biggest ones here were unintentional. I have the 10,000 or so tours right too but it's a lot to take photos of everything.

Hello eerivera619,

Would it be possible to forward the full betting history in PDF or excel (if it's not possible to download it directly from the site, the casino should be able to provide it)

He didn't answer me in a long time. But I already asked. They require me to use English too.

If you can ask the casino for the history please, I think you have more power. I never had much luck with answers.

Finally they told me that they are not going to give it to me. Very suspicious.

I had to throw pieces in the casino group on telegram but finally an admin. He did give me my betting history. How can I upload it

https://docs.google.com/spreadsheets/d/19V0R-DQj8aXhyJ4XVDS_QGo9eR8X1ELo/edit?usp=drivesdk&ouid=114743784546714452621&rtpof=true&sd=true

Hello eerivera619,

Thank you for all the information provided. I will now forward your complaint to my colleague Michal (michal.k@casino.guru) who will be assisting you from now on.

Wish you best luck resolving it.

Regards,

Nick

Hello eerivera619,

I'm Michal, and I have taken over your complaint. I have reviewed your case and I will contact the casino to see if I can help.

We would like to invite LuckyBlock Casino to join the conversation.

Dear LuckyBlock Casino,

Upon careful examination of the player's gameplay, it has come to my attention that there were two instances where the maximum bet rule was most likely unintentionally breached. However, it is important to note that only one of these bets resulted in a win. Considering the player's adherence to the bonus rules for the vast majority of their bets, it does not seem entirely fair for a reputable casino like Lucky Block to confiscate all of their winnings.

I kindly request that you reconsider your decision on this matter. Perhaps a possible solution could involve deducting the amount won from this "forbidden bet" from the player's balance and allowing the player to obtain their remaining winnings. This way, a fair resolution can be reached that takes into account both the rules of the casino and the player's genuine intent.

I would appreciate hearing your thoughts on this matter and what you believe would be a suitable solution from your side.

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.

Hi there,

Regrettably, the player has made two bets exceeding the limit for the promotion in question. Therefore, we are unable to assist further in this matter.

This rule applies to all players, and we cannot make exceptions for individual cases.

Best regards,

Lucky Block Complaints

Dear LuckyBlock Casino,

I recognize the significance of following the established rules for all players, particularly when it comes to specific bonus guidelines such as the maximum bet rule. While there were two instances where this rule may have been unintentionally broken, it's important to note that only one of these bets resulted in a win. Considering the player's overall adherence to the bonus rules for the vast majority of their bets (which amounts to a couple of hundred), it doesn't seem entirely fair for a reputable casino like Lucky Block to confiscate all of the player's winnings due to an accidental breach of the maximum bet rule. One potential solution could involve deducting the amount won from the "forbidden bet" from the player's balance and allowing them to keep the remaining winnings, or reaching a compromise by offering the player a fair portion of the winnings as an asatisfactory resolution to this issue. This approach would ensure a fair outcome that respects both the casino's rules and the player's genuine intentions.

Would it be feasible to consider accommodating the player in this manner?

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.

Hi there,

Thank you for getting back to us.

While I understand your concerns, it would be unfair to make an exception for this specific player. Other players who made the same mistake underwent the same process. 

Granting special treatment in this case would compromise our casino's integrity, giving the impression that some players receive preferential treatment, when, in fact, all players should be treated equally.

Best regards,

Lucky Block Complaints

I have no problem, I'm fine if I won't receive my profits. But at least I want you to lower the ratings of this casino to warn others. But I have evidence that other times they have received exactly this, different treatment. They always lie to me anyway.

How bad is this casino that they knew that there are people who are suffering for no reason. They knew that the victims are not doing anything to harm the casino but the casino does not want to change things because the casino will win more. Gross!

Dear LuckyBlock Casino,

I understand the importance of abiding by the set rules for every player, especially when it comes to specific bonus regulations like the maximum bet rule. Although there were two occasions where this rule might have been unintentionally violated, it's worth mentioning that only one of these bets actually resulted in a win, and even that win was less than the initial bet amount. Taking into account the player's overall compliance with the bonus rules for the vast majority of their bets (which adds up to a few hundred), it doesn't seem entirely justifiable to seize all of the player's winnings.

Can you please confirm what the player's balance was before the bet and after the bet? What unfair advantage did the player gain from this when the win from the bet was less than the bet amount?

Hi there,

Thank you for getting back to us,

Building on the previous points, after reviewing the game, it is clear that there is no "Max Bet" button available. Users must manually increase their bet to reach $250, making it impossible to do so unintentionally as claimed. He placed two bets for that amount using bonus funds, so voiding his wins is entirely justified.

While I understand your justification as the CG team, I have mentioned countless times why we cannot assist with this matter any further - our rules are clearly stipulated in our welcome offer terms and conditions.

Best,

Lucky Block Complaints

I'm not saying it was a button called Max bet but the result was the same because the button is located side by side less than the width of my finger. That's why when I was playing on my phone for 14 hours without intention the button with "+" was pressed. I'm sorry for the misunderstanding, I asked a friend to write in English until I discovered that the site translates very easily. I can take photos of my finger and the button if that would help.

Dear LuckyBlock Casino,

We appreciate the updated details provided. It would have been helpful if you had mentioned earlier that the game Chaos Crew 2, where the maximum bet breach occurred, does not feature a designated "Max Bet" button. Instead, players are required to manually set the bet amount, which is likely the scenario in this case. Therefore, it seems highly improbable that this incident was merely a coincidence.

Dear eerivera619,

I acknowledge that you followed the casino rules for the most part and recognize that it may have been an inadvertent mistake on your part. However, upon conducting further research and reviewing Chaos Crew 2 personally, I'm afraid I will have to agree with the casino team.

As can be seen below:

Although the buttons are close together the bet amount can be increased only manually by either clicking/tapping multiple times on the "up" arrow multiple times or a + sign or holding the "up" arrow or a + sign. With this in mind, unfortunately, the breach of the casino bonus terms did happen and we can't blame the casino for following their rules. I do understand your perspective as a user, and I acknowledge that the situation is less than ideal. Nevertheless, it remains the player's duty to comply with the rules throughout the gameplay until the bonus is fully wagered.

Please inform me if there is anything else I can assist you with. However, considering the present circumstances, I must concur with the casino's decision.

The game didn't like this because it was on telegram on my phone. I can show you what happened with a video. I did not intentionally change my bet.

In the example you gave it is very clear that it is on a computer. Is not the same. And with your finger zoom in in less than a second you can zoom in to the maximum. I tried that because I didn't understand how this happened first.

Dear eerivera619,

If you believe the video would be helpful please forward it to me at michal.k@casino.guru if it's not too big or upload it somewhere I can later download it or see it.

I've tried the Chaos Crew 2 game on a mobile device (iPhone 14 Pro) as well, but still, although the buttons are close together the bet amount can be increased only manually by either tapping multiple times on the + sign button or holding the + sign button.

Yes, but remember that it was 14 hours at this point and although my phone is new with a lot of time playing, it overheats sometimes. The place where it shows the amount of your bet is located under the finger. I only saw the result after the second bet when I won more than I should have. Also in 14 hours I had to stay with my phone in my hand. The button is located where a person's finger would normally fall. It's unfortunate if I had the volume on, this couldn't happen by the way because it has sound when it's changed. But after 14 hours I couldn't hear anymore. I will record when another person arrives with a phone. But it is certain that it was not intentional. What motivation would I have to do this?

It was my first time playing online casino, I don't think I used my phone for so long in my life. I have seen some game sessions and read the tyc very well, a friend explained everything. But nothing would have prepared me for a marathon like this. I'm not a young guy who uses my phone all the time.

Dear eerivera619,

I understand that when you played for 14 hours you might get tired, and you made the mistake, however, it was solely your decision to play for that long. No one has forced you to play for that long, so sadly I can't consider your long gameplay as a valid argument. I'm still waiting for the video from you to see if this would shed a different light on the entire situation. If I don't receive it by tomorrow (27.6.2024) I will be forced to close your complaint as unjustified.

I have a question about lucky block, is it considered a "fair and safe" casino by casino guru definition or is it just a "fair" casino?

You said it was my decision but it's not true. I am from Mexico and I work every day except one. I don't have free time more than 20 hours to fulfill the requirements. That's why I need to do all that day because it is a lot of money but it wasn't guaranteed and it wasn't that much to get me out of my job. With the limit I calculated I had to play for 16 hours with bets of 5 or less. That does not include if it lasts longer due to bonuses and that was at maximum spin speed. I can't play on my phone while I work. . Thank you and I look forward to your response regarding the "fair and secure" or "fair" rating. It doesn't seem very clear because it says that you only gave the highest ratings to those you considered "fair and safe." What category does lucky block go into?

Dear eerivera619,

All the information on how we review online casinos and the factors that are considered in the review can be found here Learn About Our Casino Review and Rating Process | Casino Guru (casinoguru-en.com) As far as I know, LuckyBlock Casino has a very high safety rating, but no fair badge, you can see it the casino review

Additional information about Badges for Fair and Safe Online Casinos can be found here Badges for Fair and Safe Online Casinos | Casino Guru (casinoguru-en.com)

Anyway, you chose to play at the casino of your own free will, correct? No one forced you to play, or told you you must play, correct? You claimed the bonus on your own initiative, right? I'm sorry, but I don't think your work or personal life has anything to do with this as ultimately you decide when or how you play at a casino where you voluntarily registered. What has the casino to do with this? If you believe the wagering of a bonus is too high, you are free to not accept any bonuses or cancel the bonus when you do not wish to play with it anymore. You need to understand that a bonus is basically a free offer (free cash or free spins) from the casino, you don't have to claim it, but when you do, you need to follow the bonus rules that are attached to that bonus.

After considering all the points you recently raised, it appears that the discussion is veering towards an unproductive path, and I don't think it will affect the outcome of this complaint.

As I already mentioned, I do understand your perspective as a user, and I acknowledge that the situation is less than ideal. Nevertheless, it remains the player's duty to comply with the rules throughout the gameplay until the bonus is fully wagered.

Please let me know if there is anything else I can assist you with. However, considering all the circumstances, I will have to agree with the casino's decision.

Sorry, it was just a question. I didn't mean to bother you with this. Speaking of my work, in the case of the video it seems a little unfair of you, when Casino Guru asked me for information several times and he didn't answer me within 7 days. Now you want to hurry up. Can you explain one more thing, what changed with this complaint when you had been by my side and now you don't think that is justified. I had a lot of respect for everything about the way this process went. So far everything was very clear. Now it is less clear, it seems to me that my intention was important and why you thought it was justified but now I am right in thinking that you don't believe that it was unintentional? I don't want to take the time to make a video if you don't mind what it will demonstrate. If it wasn't my intention, what is the important thing here or can you tell me what it is?

Sorry and thanks for your help too. I'm fine with your decision, I just want to clarify a few things. I don't want to appear unpleasant. I only realized that the difference with casino guru and other sites is their dedication to the data and everything is objective, not subjective. But I kinda didn't understand what new information has changed the situation here. Thank you for your time and explanations in advance.

Dear eerivera619,

"Can you explain one more thing, what changed with this complaint when you had been by my side and now you don't think that is justified."

There is a very simple explanation. As we received new information from the casino team and as I have explained previously although the buttons are close together the bet amount can be increased only manually by either tapping multiple times on the + sign button or holding the + sign button. The game Chaos Crew 2 game does not feature a designated "Max Bet" button that can be mistakenly taped, instead bet amount can be increased only manually. With this in mind, unfortunately, the breach of the casino bonus terms did happen and we can't blame the casino for following their rules. I do understand your perspective as a user, and I acknowledge that the situation is less than ideal. Nevertheless, it remains the player's duty to comply with the rules throughout the gameplay until the bonus is fully wagered.

As this situation has been repeatedly explained and no further info or evidence has been provided by you that could shed a different light on the entire situation I'm forced to close this complaint as rejected. I understand that this outcome is not as you anticipated, but as I already mentioned multiple times, we can't blame the casino for following their rules.

I am sorry we could not help you with this one, but please do not hesitate to contact us in the future if you run into any issues with this or any other casino and we will try our best to help.

Best regards,

Michal

Casino Guru