LuckyBlock Casino - A conta do jogador permanece fechada após a retirada.

Hello, I'm Richard. I currently play at LUCKYBLOCK CASINO.

I made a withdrawal, and my account got closed right after. They asked for a "SOF." I sent them my payslip.

I got an email that my SOF is approved. My account is still closed, and I can't get to the funds. I've sent them about five emails.

The only response I got was that my VIP manager should contact me, yet I get no reaction.

I've been dealing with this for five days. I did exactly what they asked for, but they still won't help me.

Hello,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with LuckyBlock Casino.

Please allow me to ask you a few questions so I can better understand the situation.

• Could you please advise how long you were a player at the casino and when exactly your account was blocked?
• What games did you play to accumulate your current balance in the casino? (slots, live games, betting on sports)
• Did you achieve your current balance with the help of a bonus?
• Have you provided any other verification documents to the casino recently or in the past?
• Could you please share with me your communication with the casino, especially the responses you received from the casino? Send emails or chat transcripts to my email at tomas@casino.guru, or post screenshots here

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

Best regards,

Tomas

Important Notice: Casino.Guru will never ask you to make payments or grant access to your accounts in order to complete KYC on your behalf. If anyone claims to be from Casino.Guru and requests such information, do not share anything with them.

All communication from us will be through this official complaint thread or the official email addresses provided in your case. Please always check the domain of any email you receive and verify that it truly comes from us. You can confirm this by clicking on your complaint resolver’s profile.

If you notice anything suspicious, don’t hesitate to reach out to us directly.

Thank you for your patience, and stay safe.

Hello Tomas, thank you for ur time.

I started playing at luckyblock at 14-05-2025

I always play slots and i dont use bonuses

I completed every verification procces

ID check, proof of adress, payslip, and some bank proof. I passed the SOF test to

Thanks for the information provided.

• Did the casino reopen your account and allow you to withdraw winnings?
• If the issue persists, did the casino justify the decision to withhold the winnings from you?

Looking forward to your reply.

No the casino has my acount closed for 2 weeks allready. No ability to get my funds

Thank you very much for providing the necessary information. I will now transfer your complaint to my colleague Stefan (stefan.m@casino.guru), who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.

Dear richardstoker10063,

I am so sorry to hear about your problem with the casino. I will contact the casino and try to resolve the issue as soon as possible.

Now I would like to invite a LuckyBlock Casino representative to join this conversation and participate in resolving this complaint.

Dear LuckyBlock Casino,

Could you comment on the situation?

Thank you in advance for providing the information.

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.

Dear richardstoker10063,

I apologize, but since we haven’t received any response from the casino regarding the issue, we cannot continue resolving this complaint, and we are forced to close it as ‘unresolved’.

Normally, in order to reach any kind of agreement, all three parties (player, casino, and mediator) need to communicate closely. Unfortunately, this is not the case, and we were left alone in our attempt to solve this issue.

I am very sorry I couldn't be of more help, but at least closing this complaint as unresolved will negatively influence the casino's rating, and other players can read about your experience in our review.

The casino can reopen this complaint anytime.

Best regards,

Stefan, Casino.Guru

We’ve reopened this complaint at the request of LuckyBlock Casino. We would like to allow this case one more chance to be resolved and help both parties involved to reach a satisfactory conclusion.

Dear richardstoker10063,

I hope this message finds you well. We have been informed by the casino representative that the issue has been resolved. Could you please confirm whether this information is correct?

I look forward to your response.

We'd like to inform everyone following this case that the player has marked this complaint as resolved using the dedicated button.

Dear richardstoker10063,

We are pleased to hear that your issue has been resolved. We will mark the complaint as 'Resolved' in our system. Thank you for your cooperation and confirmation. If you experience any future issues with this or any other casino, please don’t hesitate to reach out to our Complaint Resolution Center. We are here to assist you.

As always, our services are free of charge, and we do not accept any gratuities. However, we would greatly appreciate it if you could take a moment to share your experience with our services on Trustpilot: https://trustpilot.com/evaluate/casino.guru. Your honest review, along with any suggestions for improvement, would be incredibly valuable. It can also help others who are considering contacting us for assistance with online casino-related matters.

Thank you in advance for your time and feedback.

Best regards,

Stefan