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LuckyBlock closed my account with €5,400 balance without clear reason

I had an account with LuckyBlock.com where I deposited approximately €1,000 about a month ago. After playing regularly and verifying my account with proper ID and Proof of Address, I had a balance of roughly €5,400 in my account.

Without any warning or communication, my account was suddenly closed. I contacted LuckyBlock support and received a generic reply stating:

"Your account was closed and all funds confiscated due to an internal decision for a breach of our terms and conditions. The decision is final and cannot be reversed."

No specific explanation was provided. I was never informed of any breach, never received a warning, and was never shown what specific rule I supposedly violated.

I fully complied with their KYC verification and was using the platform honestly. I believe this to be an unfair and possibly predatory action, especially considering the size of the balance involved.

I am requesting that Casino Guru investigate this matter, request LuckyBlock to provide clear evidence of any alleged violation, and assist in recovering my funds if no valid reason is presented.

Thank you for your help.

Details:

Username/email: leonidis537 / [email address hidden by Casino Guru]

Date of last login or contact: 12.5.2025

Balance before account closure: ~€5,400

Country of residence: Slovenia

Dear LeonidisJP,

Thank you very much for submitting your complaint. I’m sorry to hear about the issues you've encountered with your casino account.

To better understand the situation and assist you effectively, could you please clarify the following points?

• What types of games did you play? Were they slots, live casino games, or did you place bets on sports only?
• Have you made any successful withdrawals from this casino before?
• Did you accumulate your winnings with or without a bonus?

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

Best regards,

Veronika

Please note that Casino.Guru will never request payments or ask for access to your accounts. If anyone claims to be a Casino.Guru representative and asks for such actions, do not provide any information.

The only official way we will contact you is through this complaint platform or via the email addresses provided in your complaint thread.

Stay cautious, and if you have any doubts, please reach out to us directly.

Dear Veronika,

Thank you for your response and willingness to help.

To answer your questions:

Types of Games Played: I played a combination of games mostly slots, but also live casino games, and no sports bets.

Previous Withdrawals: No, I have not made any successful withdrawals from this casino before. I have requested a withdrawal but it was rejected.

Use of Bonus: I accumulated most of my winnings without the use of bonuses. My deposits were made directly into my balance, I played using my real funds, but the casino offers a deposit bonus which helped.

I truly appreciate your support in resolving this matter. Please let me know if you need any further details or documents.

Best regards,

LeonidisJP

Thank you very much, LeonidisJP, for providing all the necessary information. I will now transfer your complaint to my colleague Stefan (stefan.m@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.

Dear Veronika,

Thank you for your help and for forwarding my case to Stefan. I appreciate the support and will await further contact.

Best regards,

LeonidisJP

Dear LeonidisJP,

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.

Hi there,

We would like to inform you that we’ve sent an email to stefan.m@casino.guru with further details regarding this case.

Best regards,

Lucky Block Casino Team

Dear LuckyBlock Casino,

I have responded to your email requesting additional information regarding the case.

I'll be awaiting your reply.

Thank you for the update. I appreciate the continued efforts by Casino Guru to clarify this situation. I look forward to hearing what LuckyBlock has to say, and I remain open to resolving this fairly.

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 LeonidisJP,

Unfortunately, the casino failed to provide us with the requested evidence. Therefore, we cannot continue resolving this complaint, and we are forced to close the case as ‘unresolved’, which will influence the casino’s rating in a negative way.

An alternative option is to file an official complaint with the licensing authority of the casino.

https://casino.guru/licensing-authorities/curacao-license

Please note that this complaint will have an impact on their safety index on our website. Feel free to contact me if you have any questions or require further assistance.

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

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 LuckyBlock Casino,

Could you please comment on the situation?

I'll be awaiting your reply.

Dear LeonidisJP,

We would like to inform you that we are currently conducting a thorough review of the evidence submitted by the casino in relation to your case. This process involves carefully examining all relevant materials to ensure that a fair and accurate assessment is made.

Please be assured that we are treating this matter with the attention it deserves. We will update you on the outcome of our investigation as soon as all necessary evaluations have been completed.

Thank you for your patience and understanding in the meantime.

Dear LeonidisJP,

Thank you for your patience during our investigation.

After a thorough review of the case, we regret to inform you that our findings indicate a violation of the casino's terms and conditions on your part. Based on the evidence provided, we believe that the casino acted in accordance with its established rules and policies.

Due to the aforementioned reasons, this complaint will now be rejected. Thank you for your understanding, We understand this may not be the outcome you were hoping for, but please be assured that we have carefully considered all aspects of the case before reaching this conclusion.. Please do not hesitate to contact us if you run into any issues with this or any other casino in the future.

Kind regards,

Stefan, Casino.Guru