The player from Germany had an account with LuckyBlock Casino where they won a significant amount of about 5,700 Euros. The Casino cancelled the withdrawal, claiming a violation of bonus conditions, and the entire balance was reset to zero. The player disputed violating any terms as the bet size was kept within the permissible range. We got involved to mediate the situation, requested and received the player's game history from the casino. After a thorough review, it was confirmed that the player had violated the max bet rule multiple times. As a result, we had to reject the player's complaint due to the clear breach of terms and conditions.
LuckyBlock Casino - Player's winnings have been confiscated by casino.
Amount: €5,700
LuckyBlock Casino
Safety Index:Above averageSafety Index
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6.5
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Case closed
Our verdict
Unjustified complaint
REJECTED
Case summary
9 months ago
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10 months ago
Translation
Hello dear CasinoGuru Team,
I have spent many days playing at the online casino Luckyblock, where I have deposited BNB. I had played through all of my money, and due to my bets, I received some free spins on the bonus wheel. I won a few free spins on several different slot games on the bonus wheel. After I had played all these spins, my account balance was about 40 Euros. Over the course of several hours, I was able to increase this balance to several hundred Euros.
I spent most of my time buying free spins on various slots, each with a spin value between 0.10 and 1 Euro. Then, in the early morning of February 2, I bought free spins for 50 Euros in the slot game "Money Train 2." This purchase had a spin value of 0.50 Euros, and I managed to land a win of x10366.
I continued to play (never exceeding a round value of 4 Euros). I then initiated a payout of around 3050 Euros and continued to play. As a result, I had a pending payout of 3050 Euros and still had 2700 Euros in my account.
However, when I checked my email address later in the afternoon, I found an email from Luckyblock's support. My payout had been cancelled on the grounds of violating bonus conditions. I checked my customer account and saw that the account balance was 0 Euros, meaning my total of 5700 Euros had just been "deleted." I immediately contacted their support, and they said the decision was irreversible and the money was gone.
I find this absolutely unacceptable and blatant. The bonus conditions state that no stake of more than 5 Euros can be placed, which I have not done, as my spins had round values between 0.10 and 1 Euro. To be honest, I feel cheated and will never play at this casino again. It is definitely not a recommendation, and the support service is a disaster.
I have been with this casino since the very beginning, and even from the presale of their cryptocurrency. I even purchased an NFT for 1500 Euros when it first came out, and now this? I am done with Luck Block and I will make sure to share my experience with everyone.
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10 months ago
Dear GoRe90,
Thank you very much for submitting your complaint. I’m sorry to hear about the issue and understand your frustration. I carefully checked the Bonus Terms on the website, and this is what I found (here):
Bonus Terms and Conditions
General Bonus Terms and Conditions
The Bonus amount must be wagered a total of 35 times before it becomes withdrawable cash.
Once a player has qualified for the Bonus, their funds will be used in the following order:
Cash
Bonus Funds
Feature Buys are not allowed using bonus funds.
There is a maximum bet amount per round using Bonus Funds equal to $/€5
We would like to see casinos implementing systems that would prevent players from placing higher than allowed bets, but, unfortunately, this is not a standard practice yet.
Please do not hesitate to forward your game history in Excel format along with any relevant communication to petronela.k@casino.guru if you feel that you’ve been accused mistakenly.
Additionally, can you inform me whether your balance is divided into two parts upon activating a promotional offer, or if it is presented as a single "bonus balance"?
- Can you provide details on the specific bonus you activated and utilized?
- Lastly, what were the amounts of both the deposit and the bonus awarded?
I hope we will be able to help you to resolve this issue and receive your winnings as soon as possible. Looking forward to hearing from you.
Best regards,
Petronela
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10 months ago
Translation
Hello dear Petronella,
Thank you very much for your efforts and your answer. It showed up as a single credit. There was no deposit bonus or anything like that.
I have won spins on the bonus wheel based on my previous bets. On this wheel I have won various free spins worth between 0.20 euros and 0.40 euros. With these free spins I won a total of 40 euros, so I had a total balance of 40 euros.
I played with these 40 euros for almost a whole day - of course there were ups and downs and I kept buying free spins (in many different slots). Mostly between a spin value of 0.10-1 euro. For most slots, a free spin purchase costs a stake x 100 (e.g. with a spin value of 0.50 euros, 50 euros for the purchase)
Best regards
Eric
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10 months ago
HI GoRe90,
Could you please request your entire game history from the casino directly and then forward it to petronela.k@casino.guru?
Thank you.
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10 months ago
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Hello Petronela,
I requested my game history. I hope I receive it and forward it to you.
Best regards
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10 months ago
Translation
Good morning Petronela,
Unfortunately, the support team doesn't send me a game history, just a hint on how I can view it. Should I send you screenshots? The problem is that every bet, i.e. every single spin, is listed there and I played through it for several hours, so there would be thousands of screenshots. I'll forward you a screenshot of the confiscated BNB (21,396) and a screenshot of the email.
Best regards
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10 months ago
Thank you very much, GoRe90, for providing all the necessary information. I will now transfer your complaint to my colleague Peter (peter.c@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.
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10 months ago
Hello there,
Thank you GoRe90 for providing us with all the information. I hope we'll be able to resolve this issue together.
I would now like to ask LuckyBlock Casino for their help in resolving this complaint. Could you please provide me with a gaming history of the player to my email? (peter.c@casino.guru)
Thank you!
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10 months ago
Hi there,
Thank you for bringing this to our attention,
Our teams will have this investigated and feedback provided in due course,
Best,
Lucky Block Complaints
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9 months ago
Hi there,
The player in question violated our bonus rules, which explicitly state that players must not place bets exceeding 5 euros on any game when utilizing bonus funds. In accordance with our terms and conditions, we retain the right to forfeit winnings acquired through the utilization of bonus funds. Consequently, we have deducted the winnings obtained from the bonus usage.
To better understand our welcome offer and the rules applicable, please visit: https://www.luckyblock.com/en/welcome-offer-200. I have also sent you the required gameplay history via email.
Looking forward to hearing from you,
Best,
Lucky Block Complaints
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9 months ago
Thank you for the update LuckyBlock Casino. Could please provide me with the betting history of the player to my email? (peter.c@casino.guru)
Thank you for your cooperation!
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9 months ago
Hi Peter,
Thanks for getting back to us - I have sent you an email with the gameplay history.
Please have a look your side and let me know?
Best,
Lucky Block Complaints
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9 months ago
Thank you for providing the information LuckyBlock Casino representative.
Dear GoRe90, the casino has provided me with your betting history. We at Casino Guru believe max bet rules should be implemented on the software level to prevent players from breaking this rule in the first place but as most of the industry doesn't operate in this way we ask the casinos to look at the cases individually and in your case, as there are multiple instances of broken max bet rules there isn't much that can be done. Due to this reason, your complaint will be rejected, thank you for your understanding. I am sorry we could not be of more help on this occasion. Please do not hesitate to contact us if you run into any issues with this or any other casino in the future.
Kind regards,
Peter
