HomeComplaintsLuckyBlock Casino - Player’s withdrawal is delayed.

LuckyBlock Casino - Player’s withdrawal is delayed.

Black points: 9085

Amount: 17,944 ₮

LuckyBlock Casino
Safety Index:Below average
Submitted: 15 Jun 2024 | Unresolved : 10 Jul 2024
Unresolved Our verdict

Insufficient evidence from casino

UNRESOLVED

Case summary

1 week ago

The player from Turkey had completed the KYC and successfully made the first withdrawal on LuckyBlock. However, a second withdrawal request for 27,444 USDT had been pending for over 24 hours. The player had requested prompt processing of the withdrawal without the 7-day waiting period. The complaint was closed as unresolved due to the casino's failure to provide sufficient evidence supporting their claims of multiple accounts and failed KYC verification.

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1 month ago

Hello,

I successfully completed the KYC and all other verifications on the site LuckyBlock. My first withdrawal was processed immediately, but my second withdrawal request for 27,444.1219 USDT has been pending for over 24 hours. I had read online reviews about delayed payments on this site, but I wanted to give it a try. Unfortunately, I am now experiencing the same issue. I am requesting that my withdrawal be processed promptly.


Note: Please do not place my request into the 7-day waiting period, as I have made a previous withdrawal and this is a significant amount.

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1 month ago

Dear zwyda,

Thank you very much for submitting your complaint. We are sorry to hear about the issue with your withdrawal and understand your concern. However, please bear in mind that it’s quite usual for withdrawals 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. This delay may be caused by unfinished KYC verification or a high volume of withdrawal requests.

That’s why we advise players to be patient, cooperate fully with the casino, and wait at least 14 days after requesting their withdrawals before submitting a complaint.

If your account has been successfully verified, your game history checked, your withdrawal approved by the casino, and you still haven't received your winnings by 14 days since requesting the withdrawal, please, let us know and we will intervene and try to help you.

Thank you in advance for your patience and understanding.

Best regards,

Petronela


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1 month ago

Hello,

LuckyBlock has denied my withdrawal request, confiscated all my funds, and closed my account. I request that the complaint title be changed and the complaint be processed accordingly

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1 month ago

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1 month ago


I was told that my account was closed due to multiple accounts, but this is impossible. I do not have multiple accounts. I am 100% sure of this. Naturally, they are not providing any evidence.

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1 month ago

Hi zwyda,

We will contact the casino and ask for supporting evidence, but, before we do so, could you please advise if, to the best of your knowledge, there’s a possibility that someone else from your family members or neighbors has opened an account from the same IP address or device as yours or using your email address?

  • Were your winnings accumulated with or without an active bonus?
  • Was your account previously verified?

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

Thank you.


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1 month ago

Dear Petronela,


Thank you for your response.


To the best of my knowledge, the email, account, and IP address are all unique to me. None of my family members or neighbors have opened an account from the same IP address or device as mine, nor have they used my email address. No one in my family is aware that I am playing. As a woman in my culture, gambling is unfortunately not well received, but I do play.


My balance was accumulated with the welcome bonus offer, which I successfully wagered. My account had been previously verified. In fact, as soon as I registered on the site, I completed both the KYC and POA verification processes. My first withdrawal was successfully processed.


I hope this information is helpful. Please let me know if you need any further details.


Thank you for your assistance.




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1 month ago

Hi zwyda,

To clarify, if your first withdrawal was processed successfully and your current winnings were accumulated from a Welcome Bonus, could you please explain how your initial winnings were accumulated? Were they from the same bonus and the payout was split into two installments, or were your previous winnings from a free bonus?

Thank you.


Edited by a Casino Guru admin
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1 month ago

Hello,


I deposited 9,500 USDT. On Luckyblock, the welcome bonus was given as a cash refund in 10 installments for each wager completed. It was not a no deposit bonus or free spin winnings. My balance became $27,000 with my principal and the completed bonus wagers. I made a $40 withdrawal, which was paid after review and inspection. Then I requested to withdraw the remaining $27,000, but after three days, my account was closed and all my funds, including the principal, were confiscated.


In summary, on this site, as you complete the bonus wagering, it is added to the balance in 10 equal installments as a cash refund. Once the wagering is completed, you can make withdrawals. If the bonus wagering is not completed or if the conditions of the bonus are not met, the entire bonus and bonus earnings are canceled. Actually, my first successful withdrawal is clear evidence that I have complied with the general terms and bonus conditions.

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1 month ago

Thank you very much, zwyda, for providing all the necessary information. I will now transfer your complaint to my colleague Branislav (branislav.b@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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4 weeks ago

Hello, zwyda,

I am sorry to hear about your trouble. I will contact the casino and try my best to resolve the issue as soon as possible. Now I would like to invite the casino representative to join this conversation and participate in resolving this complaint.


Dear LuckyBlock Casino team,

Could you please explain the player's situation in more detail? Why has her account been closed? Have disputed winnings been confiscated or should the pending withdrawal be fully processed? What steps should the player take to unblock the account and/or withdraw her remaining balance?

If we are talking about a breach of the casino's Terms and Conditions, is the casino able to substantiate its claims and decision with relevant evidence?

Feel free to send the necessary details and evidence to my email address (branislav.b@casino.guru).

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4 weeks ago

LuckyBlock has made a payment of 9500 USDT. The remaining amount to be paid is 17,940 USDT.

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4 weeks ago

Hi there,


the matter has been already resolved on AskGamblers,


The users deposit has been returned in full - the account was initially closed and will remain closed as the user opened more than 15 accounts, in order to take advantage of our welcome offer - the user also failed KYC.


Best,

Lucky Block Complaints

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4 weeks ago

Thank you for your response and clarification, LuckyBlock Casino team.

Since our Complaint Resolution Center work independently from AskGamblers, can you please provide me with supporting evidence for your claims for at least 2-3 linked accounts, connected to the complainant, which used the same bonus(es)?

My email is in my previous post.

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4 weeks ago

The complaint on AskGamblers has not yet been resolved. Moreover, Casino.guru and AskGamblers are separate and independent platforms. LuckyBlock is accusing me of fraud, but they refuse to provide any evidence. This accusation is a serious and direct attack on my personal honor.


They claim that I am linked to 15 different accounts. Could they please respond? They are making a serious accusation, stating there are 15 accounts. Will they share the details of these accounts with the Casino.guru complaint team?


1. Have the alleged 15 accounts been closed? If so, on what date and at what time were they closed?


2. They mention a failed KYC. LuckyBlock uses Veriff, a globally authoritative KYC verification firm. How can an account verified by both Veriff and LuckyBlock be marked as failed? If it was a failed KYC, how did I manage to successfully make a withdrawal before?


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3 weeks ago

Hi there,


The user has agreed to receive only the deposited amount, which we have already processed. As previously stated, the account was closed and funds confiscated due to the user creating 15 accounts in an attempt to exploit our welcome offer, including submitting false KYC documentation.


From our perspective, this matter is now resolved, with the resolution having been fulfilled by our team.


Best regards,

Lucky Block Complaints

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3 weeks ago

Hello,


I have not made any agreement with LuckyBlock. I have confirmed that I received $9500 out of the $27,744 that is rightfully mine. LuckyBlock has not been able to prove any of their dishonorable, dignity-damaging accusations that amount to slander. They have not provided any evidence.


Thank you.

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3 weeks ago

Dear LuckyBlock Casino team,

It is understandable if a player agrees with a deposit refund rather than receiving nothing...

Can you please provide me at least with the relevant communication between the user and the casino, where it is clearly explained what happened and that the complainant fully agreed with such a solution?

In addition, as I mentioned earlier, we need to see the details/evidence supporting your claims and the casino's decision regarding the disputed account and winnings confiscation.

Therefore, I would like to repeat my question and request once again, however, please note it will be the last time.

"If we are talking about a breach of the casino's Terms and Conditions, is the casino able to substantiate its claims and decision with relevant evidence?

Feel free to send the necessary details and evidence to my email address (branislav.b@casino.guru)."

Are you please able and willing to cooperate, and provide us with the requested, or not?

Please note if you fail to cooperate and provide the necessary details and supporting evidence, I will be forced to close the complaint as unresolved (rating decrease).

In the meantime, the disputed amount was decreased by $9,500 which was already refunded.

Thank you for understanding. Looking forward to hearing from you.

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2 weeks ago

Hi there,


The supporting evidence was sent to you via email,


Best,

Lucky Block Complaints

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2 weeks ago

LuckyBlock claims they have sent information/documents as evidence two weeks after the issue arose. Given their bold statements, it raises suspicion that they took such a long time—two weeks—to provide evidence to support their claims.


LuckyBlock alleges that I have over 15 accounts on Luckyblock casino, supposedly all belonging to me. If they are willing to back up their accusations, there should be no problem with me seeing the evidence they claim to have. If they give their consent, I would like to I review these alleged pieces of evidence. However, if they refuse to provide this consent, it essentially confirms that those accounts are not mine.


Thank you.

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2 weeks ago

Dear Lucky Block Complaints Team,

Can you please look at my last email regarding the matter and provide me with the requested?

Looking forward to hearing from you.

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1 week ago

Hi there,


Apologies for the delay,


We will get back to you in due course,


Best,

Lucky Block Complaints

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1 week ago

Thank you for your emails guys.


Dear zwyda,

As was mentioned earlier and also in the email communication with the casino representative, since we have not received any relevant information and sufficient evidence supporting the casino's claims and decision from the casino regarding the winnings confiscation, unfortunately, we cannot continue resolving this complaint and are forced to close it as ‘unresolved’, which will influence the casino’s rating in a negative way. The provided information and allegedly supporting evidence were insufficient. I would even say that it was not related to your disputed account at all.

There is one more option on how you can try to resolve your issue or speed up the process - I strongly recommend you contact the gaming authority the casino is regulated by (Curaçao Interactive Licensing - CIL) and submit a complaint directly to the regulator. You can find more about their complaint process HERE, and general information about complaint processes HERE. In case of any questions or news from the regulator, do not hesitate to contact me at branislav.b@casino.guru.

I wish I could be of more help. I sincerely hope you will not come across a problem like this again.

The casino can reopen this complaint anytime. However, it will not be possible without the requested details and sufficient supporting evidence.

Best regards,

Branislav, Casino.Guru

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