LuckyBlock Casino - 플레이어의 계정은 폐쇄되었으며 자금은 압수되었습니다.

Dear Casino Guru Team,

I am writing to formally lodge a complaint about my experience with the online casino LuckyBlock. After attempting to withdraw my funds, I was informed that identity verification was required. I promptly completed this process, and I received confirmation via email that my verification was successful.

However, shortly after, my account was blocked, and all my funds were confiscated without any clear explanation. When I contacted customer support, I was informed that my account allegedly violated some rules. Despite multiple attempts to seek clarification on which specific rules I had supposedly breached, I was told that this information could not be disclosed.

This situation is not only deeply frustrating but also feels unjust. I have complied with all requests and fulfilled the verification requirements as outlined by LuckyBlock. The lack of transparency and confiscation of my legitimate funds raises serious concerns about their practices.

I respectfully request your assistance in investigating this issue and holding LuckyBlock accountable for their actions. I am more than willing to provide any additional details or documentation you may require.

Thank you for your attention to this matter. I trust in your support to ensure a fair resolution.

Dear Ratunpan,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please allow me to ask you a few questions, so I can understand the whole situation completely. 

• Could you please advise which games you focused on - slots, live casino, sports betting, etc.?
• Did you pass the verification before you lost access to the account?
• Did you accumulate your winnings with or without an active bonus?

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

Best regards,

Kristina

Hello, Kristina. I mainly placed bets on sports, didn’t use any bonuses, and played only with my own money. At the time of the request and identity verification, I still had access to my gaming account.

Thank you for your reply, Ratunpan. Please understand that if you only placed bets on sports betting and your account has been blocked, the casino probably detected activity that led to this decision. Since we don't have enough insight into this field of online gambling, we wouldn't be able to interpret the casino's results of the investigation and/or their explanation correctly and judge this case fairly. We don't think that your complaint is unjustified, we just couldn't evaluate the issue properly. We would really like to help, but it is impossible for us this time.

Unfortunately, after gathering all the necessary information we are forced to reject this complaint. Sorry we were not able to help you with this one, but please, do not hesitate to contact us in the future, if you run into any issues with this or any other casino and we will try our best to help.