LuckyBlock Casino - El jugador afirma que el pago se ha retrasado.

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Dear Karim2910,

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 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, we will intervene and do our best to help you.
Thank you in advance for your patience and understanding.

Best regards,
Complaints Resolution Center

After I lost access to my account due to two-factor authentication (2FA) issues, I contacted Lucky Block’s customer support and clearly reported the problem. Unfortunately, I did not receive any effective assistance or solution, and in some cases I received no response at all. Screenshots can be provided to verify this.

At no point was I informed that I was not allowed to create another account under these circumstances, nor was I warned that doing so would result in any restriction or penalty.

Due to the unresolved 2FA access issues and the lack of support, I created a second account solely to regain access, maintain continuity, and manage my funds. Over a period of approximately three months, I deposited substantial amounts of money into this account and played normally, without any issues being raised by the casino.

During this period, I deposited around 9,500 USD and legitimately won approximately 118,000 USD. Only when I decided to withdraw these winnings did the casino suddenly close my account and block access to my funds, without providing a clear explanation or prior warning.

Important clarification regarding 2FA, account access, and multiple accounts

I would like to add a crucial clarification that directly explains why more than one account was used.

At an earlier stage, I lost access to my account due to 2FA issues. I contacted Lucky Block’s customer support and reported that I could not access my account because of the missing 2FA. Unfortunately, I did not receive effective assistance or a resolution, despite raising this issue. Screenshots and communication records can be provided to verify this.

At no point was I informed that:

I was prohibited from opening another account, or

That continuing to play through another account would violate the Terms & Conditions.

Due to the lack of support and continued access issues, I opened another account solely to continue playing and manage my funds, not to gain any unfair advantage.

Importantly:

Lucky Block allowed me to deposit and play for several months across both accounts

Significant deposits were accepted without restriction or warning

No bonus abuse or fraudulent behavior was ever alleged during this period

Only after substantial winnings were generated (approx. 118,000 USD) did the casino block withdrawals and close the account(s).

I respectfully request that Lucky Block be required to:

Provide the full withdrawal history for both accounts

Provide all support chat and email records related to the 2FA issue

Clearly identify the exact Terms & Conditions clauses relied upon to justify each rejected withdrawal

I remain fully cooperative and ready to provide any supporting documentation required.

Thank you for your attention to this matter.

"As of today, my account access has been fully blocked with a ‘Your account has been closed’ notice, without any prior written decision, violation notice, or contractual explanation. This further demonstrates the lack of procedural fairness and transparency, and prevents me from accessing my account or funds."

I followed Lucky Block’s instructions and contacted their support email multiple times (over 10 emails sent) without any response. This further confirms the lack of transparency and the absence of a proper channel to resolve the issue."

Hello Casino Guru team,

My complaint is still marked as Waiting for approval.

Could you please let me know when it will be reviewed and made public?

Thank you for your assistance.

Dear Karim2910,

I hope you are doing well. As the recommended time frame has now passed, could you kindly update us on whether your withdrawal has successfully been received or if there have been any new developments regarding your case? Thank you for your time, and I look forward to your response.

Hello Attila,

Thank you for following up.

I can confirm that I have not received the withdrawal yet, and there have been no new updates from LuckyBlock regarding my payment.

I would also like to mention that I have attempted to contact LuckyBlock multiple times through their support channels, but unfortunately I have not received any response or meaningful assistance so far.

I am still waiting for the withdrawal to be processed and received.

Thank you for your assistance.

Please sir why no answer for my case till now its have been 19 days for now waiting with no response from Lucky block what are we waiting for exactly pls explain

Dear Attila,

Thank you for your follow-up.

I confirm that I have not received my withdrawal. Additionally, my LuckyBlock account has been closed, and I am no longer able to access my account or initiate any withdrawal, as shown in the attached screenshot.

I have received no communication or explanation from LuckyBlock regarding the closure or the status of my funds.

Thank you for your assistance. I remain available for any further information if required.

Kind regards,

Dear Karim2910,

Thank you very much for your reply. Please understand that the vast majority of online casinos do not allow players to open more than one account per player. I checked the General T&Cs and I found this:

5.4. You are only allowed to register one Account with the Service. Accounts are subject to immediate closure if it is found that you have multiple Accounts registered with us. This includes the use of representatives, relatives, associates, affiliates, related parties, connected persons and/or third parties operating on your behalf.

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

• Could you please advise if you discuss opening another account with the casino? Did the casino permit you to do so?
• Were any of your accounts verified?
• Did you play with bonuses on both of your accounts?

Thank you very much in advance for your reply.

Best regards,

Attila

Dear Casino Guru Team,

I hope you are doing well.

I am writing to kindly follow up on my complaint, as it has been almost one month since I submitted all the details and evidence regarding my case, and the status is still marked as "Waiting for Casino Guru to reply."

Given the length of time that has passed and the seriousness of the amounts involved, I would greatly appreciate it if you could let me know the reason for this delay, or if there is any additional information or clarification required from my side to move the case forward.

Thank you very much for your time and support. I truly appreciate your efforts and look forward to your guidance.

Kind regards,

*****

Dear Karim2910,

Thank you for your cooperation and for providing all the necessary information. I truly appreciate the time and effort you’ve taken to share everything with us so far.

Your complaint will now move to the next stage of our process and be handled by your dedicated Resolver, Michal (michal.k@casino.guru). This is a standard step in our procedure, as the Resolver will take over communication with the casino directly and manage your case from this point onward.

No action is required from you right now. Your Resolver will reach out through this thread if any additional details are needed. You can rest assured that your case is in very capable hands.

I wish you the best of luck and hope your case will be resolved to your satisfaction soon.

Kind regards,

Attila

Hello Karim2910,

It's Michal again. I have taken over this complaint as well. I have reviewed your case, and I will contact the casino to shed more light on this matter to see if I can help somehow.

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

Dear LuckyBlock Casino,

I'm reaching out on behalf of your customer regarding their quite complex situation. We would appreciate it if you could provide us with a detailed explanation of the events that transpired and the reasons why this matter (as per your customer) has not been sufficiently resolved. If there are any elements affecting the situation that cannot be disclosed publicly, please do not hesitate to communicate them directly to me at michal.k@casino.guru

Dear Michal,

Thank you for taking the time to review my case and for contacting the casino. I truly appreciate your support and assistance in this matter.

Please let me know if you need any additional information or documents from my side. I am fully willing to cooperate to help clarify the situation.

I look forward to your update.

Kind regards,

Karim

Dear Michal,

I hope you are doing well.

Thank you once again for reviewing my case and for reaching out to the casino on my behalf. I sincerely appreciate your continued support and professionalism in handling this matter.

As the response deadline is now approaching, I would like to seek clarification regarding the next procedural steps should the casino fail to respond within the allotted timeframe.

Given the seriousness of the situation, the prolonged withholding of significant funds, and the absence of direct communication from the operator, I would like to understand how the complaint will be assessed if the casino remains unresponsive.

Specifically, I would appreciate your guidance on:

Whether the case would be escalated internally,

How a lack of cooperation from the casino impacts the final assessment, and

What options may remain available to ensure a fair and transparent resolution.

Please rest assured that I remain fully cooperative and ready to provide any additional documentation if required.

Thank you again for your assistance and for the attention you are giving to this complex case. I look forward to your guidance.

Kind regards,

Karim2910

Dear Karim2910,

Thank you for your reply. I recognize your inquiries, and I am confident that you will discover the majority of the answers to your questions within our articles Complaint Resolution Information and Instructions | Casino Guru and How We Resolve Casino Complaints and Why | Casino Guru

As of now, I have not received any feedback from the LuckyBlock Casino team. I will contact them once more, and I remain hopeful for a response.

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 Michal,

Thank you for the update and for extending the deadline.

I confirm that I remain fully cooperative and available to provide any additional documents or evidence if needed. I sincerely hope the casino will respond so that this matter can be reviewed fairly and transparently.

Please also note that I have suffered substantial financial losses on the platform, and when I attempted to withdraw my funds, my accounts were closed. For this reason, I am fully prepared to pursue all available legal avenues — including escalation to the licensing authority and, if necessary, the courts — until this matter is properly resolved. I remain committed to protecting my rights and reaching a fair outcome.

Please let me know if there is anything further required from my side.

Kind regards, Karim2910

Dear Karim2910,

I wanted to provide you with a brief update. I have heard back from the LuckyBlock team. They have informed me that the funds in both of your accounts have been exhausted. Although you did initiate withdrawals, you subsequently cancelled them and utilized the funds for additional gameplay. I am currently waiting for the remaining evidence that should corroborate this, but unfortunately, there may not be much that can be done in this situation, I'm afraid. I will share a more comprehensive response as soon as it is available.

Dear Karim2910,

Thank you for your reply. I have contacted the LuckyBlock team and I respectfully asked them to share their insights regarding your inquiries.

I look forward to their timely response shortly. Meanwhile, I will also extend the timer to facilitate clarification of this matter, if feasible.

Dear Michal,

Thank you for your update and for contacting the LuckyBlock team regarding my case. I truly appreciate your continued assistance and the efforts you are making to help clarify this matter.

I remain fully cooperative and available to provide any additional documents or information that may be required. I look forward to the casino’s response and hope this issue will be reviewed fairly and transparently.

I would also like to respectfully emphasize that I am committed to pursuing this matter until my rights are fully addressed and a fair resolution is reached. My intention is simply to ensure that the situation is handled in accordance with transparency and proper procedure.

Thank you again for your support and professionalism.

Kind regards,

Karim2910

Dear Michal,

Thank you for the update.

May I kindly ask if LuckyBlock has provided any response or clarification since your last message?

As of today, I still have not received any payment or official explanation.

I appreciate your continued assistance.

Kind regards,

Karim2910

Hi there,

After reviewing the account activity associated with the referenced email address, we can confirm the following:

Withdrawal requests were initiated from the account; however, these requests were subsequently cancelled, after which the available balance was used for further gameplay. As a result of this gameplay activity, the account balance was reduced to zero.

No withdrawal remained pending, and no funds were confiscated by the casino.

The complete evidence has been securely shared with the Casino Guru team for review.

Kind regards,

Lucky Block Casino Team

Dear Karim2910,

I acknowledge your response, and I have respectfully asked the casino team to provide you with the evidence you requested to the extent that their privacy policy or other regulations allow them.

To provide my thoughts on your assumption:

First, in your statement, you claimed that the withdrawal requests were "cancelled" and that the balance was subsequently used for further gameplay.

However, in the official transaction history export generated by your own system and provided to me — which I have already shared with Casino Guru — multiple withdrawals are clearly marked as "Rejected", not "Cancelled."

The actual description of this action does not necessarily mean your assumption is correct. Different casinos use various platforms; thus, there is no uniform internal description of this particular action.

Although I can agree with you that usually when a withdrawal is cancelled by the player, it is typically marked as 'Cancelled', however, the term "Rejected" is, from my experience, also quite frequently used in practice to reflect the same action (which is the case here). If a player cancels the withdrawal request, it is not processed, and this withdrawal request is recorded as 'rejected' in the casino system. I have encountered this terminology in the same context at a number of other casinos.

Since you should be the sole person accessing your casino account, it is naturally assumed that any actions taken within your account are performed by you once the correct credentials are entered. If I were to follow your reasoning, does that mean the deposits were made by someone else as well? Was the subsequent gameplay also conducted by someone else?

I hope you understand the point I am trying to make.

As I mentioned earlier, and with the supporting evidence I have now received, although withdrawal requests were initiated from your account, they were later cancelled (most likely by yourself), and the available balance was then used for additional gameplay. Consequently, this gameplay activity led to the account balance being reduced to zero. While I wish I could provide you with this evidence, the sensitive nature of the information, which includes the casinos' back-end data, prevents me from sharing it with private individuals due to the casinos and our privacy policy. Please rest assured that as an independent entity, I have carefully reviewed the information and evidence, and it corroborates the events as described above.

I do hope the casino team will provide you with the available evidence to clarify the situation for you; however, as I have informed you already, since the funds have been fairly depleted in further gameplay, there is basically nothing that can be done from our side.

Dear Lucky Block Casino Team,

We eagerly await your timely response regarding the player's enquiries and the provision of evidence to elucidate the sequence of events.

Dear Michal,

Thank you for your response.

However, I must respectfully disagree with the conclusion that has been reached.

The core issue is not the terminology ("Rejected" vs. "Cancelled").

The issue is who performed the cancellation and under what technical circumstances.

You are assuming that because the correct credentials were used, the actions must have been performed by me. That is not evidence — that is an assumption.

If login credentials alone are considered definitive proof of authorship, then I formally request:

The IP addresses used during the alleged cancellation events.

The device fingerprint and user agent data.

The exact timestamps (UTC) of the cancellation actions.

Logs confirming whether 2FA was triggered during those actions.

Confirmation of session continuity between the withdrawal request and its cancellation.

Without this data, there is no technical proof that I personally cancelled those withdrawals.

Additionally:

My official transaction export clearly marks them as "Rejected," not "Cancelled."

You acknowledge that terminology varies between systems.

You rely on undisclosed internal back-end data.

Yet the case is being concluded based on evidence I am not allowed to review.

This creates a clear procedural imbalance:

The casino may rely on internal data that remains undisclosed, while I — the affected party — am denied access to the very evidence used to dismiss my claim.

Furthermore, I request formal clarification regarding the restriction/closure of my accounts since the moment I submitted this complaint.

Was the restriction applied as a security precaution?

Was it related to an ongoing investigation?

Or was it triggered as a result of the complaint itself?

The timing of the account restriction raises legitimate concerns, as access became unavailable immediately after initiating the dispute.

If the restriction is based on compliance or regulatory grounds, please provide written confirmation specifying the contractual clause or regulatory basis under which this action was taken.

Until verifiable technical logs are shared, the conclusion that I personally cancelled the withdrawals remains unproven.

I remain fully cooperative and expect a transparent review based on objective, verifiable data — not assumptions.

Kind regards,

Karim2910

Dear Michal,

The deadline provided to the casino has now passed and no response has been submitted.

As I mentioned earlier, I unfortunately expected that the casino might not respond. Nevertheless, I complied with your request to allow them additional time in order to ensure that the process remained fair and transparent.

Therefore, the absence of any reply is not surprising to me and further reinforces my concerns regarding the lack of cooperation and transparency in this case.

Given that the casino has not addressed the questions raised nor provided the requested technical evidence (such as IP logs, device data, timestamps, or 2FA records), the conclusion that I personally cancelled the withdrawals remains technically unverified.

I kindly ask that this lack of response and cooperation be reflected in the final assessment of the complaint.

Thank you for your time and assistance.

Kind regards, Karim2910

Dear Karim2910,

I appreciate your response and understand your perspective; however, while the casino did not provide the specific evidence to you, they did submit it to us for review in our role as independent mediators. I have personally gone through the materials carefully, and I can confirm that the available information does align with the account provided by the casino. Moreover, there is no indication of any unauthorised or suspicious login activity on your accounts.

Please know that if there were a way for us to facilitate greater disclosure on the casino’s part, we would gladly do so. However, as a mediator, our role is to review the evidence presented to us rather than to compel parties to share information in a particular way. This is not a reflection of your concerns being overlooked, but simply a limitation of the position we are in.

That said, I would like to mention that you do have options if you wish to explore this matter further. You are entitled to submit a formal request for your personal data under GDPR, and the casino is legally obligated to respond. Should they fail to do so, it would be appropriate to involve the relevant data protection authorities, as this falls completely outside our scope.

You also have every right to disagree with our assessment. If you feel strongly about continuing to pursue your case, you are free to reach out to the casino’s licensing authority, who may be able to offer a separate review. I simply want to be transparent with you that our conclusion was reached based on the evidence available to us. This evidence aligns with the events as outlined by the casino, and at this point, there is essentially nothing further that can be done from our end.

I realize this is likely not the response you were hoping for, and I truly wish the circumstances were different, but this is the current reality.

If there is anything else we can clarify for you, please don’t hesitate to ask.

Dear Michal,

Thank you for your reply and for the time you dedicated to reviewing my case.

However, I must respectfully state that I cannot accept the conclusion reached, particularly since the alleged evidence referenced by the casino has not been shared with me directly. Without access to this information, it is impossible for me to properly verify or respond to the claims regarding my account.

As a result, I will proceed with submitting a formal data access request under the General Data Protection Regulation (GDPR) to obtain all personal data associated with my account, including complete login records, IP history, device information, internal notes, and all documentation related to the rejected withdrawals.

Once I receive and review this data, I will consider escalating the matter to the relevant licensing authority overseeing the casino’s operations.

Additionally, I would like to make it clear that I am fully prepared to pursue this matter through the competent courts if necessary. I am willing to bear legal costs even if they exceed several times the amount in dispute with LuckyBlock. This is not solely about the financial value but about addressing what I firmly believe to be a serious case of unfair treatment that should not happen to any player.

I remain committed to resolving this matter transparently and through the appropriate legal channels.

Thank you again for your time and consideration.

Kind regards, Karim2910

Dear Karim2910,

Thank you for your message and for sharing your perspective. As I mentioned earlier, after carefully reviewing the information and evidence available to us, although withdrawal requests were initiated from your accounts, they were later cancelled, most certainly by yourself, since you should be the only individual with access to your accounts. Following this, the available balance was used for further gameplay, which ultimately brought the accounts' balances to zero. I also wanted to take a moment to mention that, while not directly impacting the current situation, it is still important to keep in mind for the future. I genuinely mean it in the spirit of being helpful rather than critical.

You opened and used multiple accounts, which is a violation of the casino rules. I want to be absolutely clear that this has not influenced our current decision in any way—the casino team hasn't raised it as an important issue either, and it played no part in our assessment—I thought it might still be useful to mention for your awareness going forward.

In general, essentially all online casinos operate under a standard rule that allows only one account per player, unless special permission is granted by the casino to open another. You cannot do this on your own initiative, regardless of the reasons. I mention this only because being aware of such guidelines could help prevent unexpected complications should you ever find yourself in a similar situation with another casino.

Please take this simply as a friendly heads-up.

This being said, I understand this may be a frustrating situation; however, our assessment is based on the information and evidence we have received, which is consistent with the timeline of events as presented by the casino. In light of this, we have not identified any wrongdoing on the part of the casino, and we must therefore close this case as rejected.

You certainly have the right to disagree with this conclusion and can reach out to the appropriate authorities if you want to pursue your case further; however, we are unable to offer any additional assistance regarding this matter. Please let me know of the authority's decision at michal.k@casino.guru.

While we are unable to offer further assistance in this particular matter, should you encounter any issues with this or any other casino in the future, please feel free to reach out to us, and we will try our best to help.

Best regards,

Michal

Casino Guru