LuckyBlock Casino - Player's withdrawal and verification process is delayed.

LuckyBlock casino advertises with "big payouts within 5 minutes".

I've requested a withdrawal 2 days ago, and have been ignored on 3 E-Mails.

I've deposited around 2,300 USDT and won ~14300 USDT.

I've spoken to 5 different live chat agents, all telling me to send more and more documents. I've did what they told me, all according to their policy and following their terms of service.

After 2 days of sending them documents non-stop, they keep complaining that it's not enough, saying that images can't be cropped, etc. I send follow-up documents and they keep coming up with more excuses to make the customer give up on the KYC process and not pay.

At this point I'm 100% sure they are just hoarding data of customers from utility bills & other documents and annoying them to the point that the customer gives up on the withdrawal.

This company is ridiculous and a big scam, BIG warning to everyone wanting to play here.

When it comes to big wins, they're going to put all efforts to not pay.

I have still not received my withdrawal to this day, I've sent them 3 E-Mails with various documents already. Stay away from this casino.

Dear MarioLipas, 

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. It’s quite usual for withdrawal, to take a couple of days or even weeks to get fully processed. This means that it may take some time before your money appears in your account. That’s why we advise players to be patient and wait at least 14 days after requesting their withdrawals before they submit a complaint.

Have you made any successful withdrawals before? Have you received any confirmation regarding successful verification?

Thank you in advance for your reply.

Best regards, 

Kristina

Please be aware: At Casino.Guru, we never ask for your casino account password. While we may request information, we never seek access to your account. Please refrain from sharing your password with any third party. We primarily communicate through official threads, occasionally via email for requested supporting evidence or relevant communication.

Hello,

thank you for approving my complaint and for your swift response.

This is my first time playing at Lucky Block Casino and also my first withdrawal.

The bet I placed was on a sports match with an initial deposit of around 2,300 USDT.

I‘ve tried my best getting this withdrawn, but Lucky Block keeps sending automated responses in their live chat.

Just today they asked me for ANOTHER Selfie with my ID. This is the second time.

The documents I have provided them initially were all in good condition.

First, they complained that I cropped my surroundings out when sending my ID photos.

Then, they demanded a .pdf document of an utility bill, because apparently a screenshot wasn‘t enough.

I provided them with those documents upon their request. After that, they demanded a different utility bill. I have supplied that also.

Today they are asking for a different selfie with my ID next to the face. I provided a different one again, even though the first one I provided was perfect.

They are doing this on purpose at this point to prevent a withdrawal by all means. The more documents I provide them, they just keep asking for more with automated responses. At this point I am very sure they are just stealing my data. I have not encountered such a process even while doing KYC for reputable companies like Binance.

Instead of telling me what is wrong with my documents, they send me one e-mail at a time saying they need a different X document, instead of saying they need this and that on the spot. They‘re terribly delaying this entire process on purpose and won‘t withdraw whatsoever. I didn‘t have any success with proper communication either, all I get are non-human automated replies.

Thank you very much for your reply, MarioLipas. Could you please forward all the relevant communication between you and the casino to kristina.s@casino.guru? Alternatively, you can post it here. Thank you in advance.

Hello Kristina,

thank you for your reply.

I've forwarded you 4 E-Mails of the conversation with Lucky Block Casino.

Thank you.

Hello,

after sending 4 more selfies with ID, LuckyBlock has finally withdrawn my winnings. It has been a long journey and a tedious process, which was in fact most likely done on purpose by LuckyBlock Casino to make the customer give up. I will never use this casino again and I advise everyone to stay away from this. This CasinoGuru complaint has likely helped in this process.

Thank you very much again. This can be closed.

LuckyBlock Casino also fails to delete my personal data. I‘ve requested the deletion of my data, which is my right to do so as an European citizen. The live Chat Agent „Hristina" kept sending automated responses to their privacy policy, which does not under any circumstance go over European law. This Casino should be forbidden to operate in Europe. Failure to comply with my request will result in a fine higher than the withdrawal amount, this is a criminal offense. I‘ve got screenshots of the live chat as evidence.

Dear MarioLipas,

Unfortunately, we are unable to handle complaints related to GDPR issues. If you wish to pursue your case, we recommend that you contact the appropriate authorities. While we always strive to assist players who have been affected by unfair casino practices, GDPR laws are beyond our area of expertise. 

Since the main issue has been sorted out, I will now mark the complaint as 'resolved' in our system. 

Thank you for your cooperation, and please do not hesitate to contact our Complaint Resolution Center if you run into any issues with this or any other casino in the future. We are here to help.

Best regards,

Kristina

Casino.Guru