LuckyBlock Casino - Die Gewinne des Spielers wurden vom Casino beschlagnahmt.

Hello dear CasinoGuru Team,

I have spent many days playing at the online casino Luckyblock, where I have deposited BNB. I had played through all of my money, and due to my bets, I received some free spins on the bonus wheel. I won a few free spins on several different slot games on the bonus wheel. After I had played all these spins, my account balance was about 40 Euros. Over the course of several hours, I was able to increase this balance to several hundred Euros.

I spent most of my time buying free spins on various slots, each with a spin value between 0.10 and 1 Euro. Then, in the early morning of February 2, I bought free spins for 50 Euros in the slot game "Money Train 2." This purchase had a spin value of 0.50 Euros, and I managed to land a win of x10366.

I continued to play (never exceeding a round value of 4 Euros). I then initiated a payout of around 3050 Euros and continued to play. As a result, I had a pending payout of 3050 Euros and still had 2700 Euros in my account.

However, when I checked my email address later in the afternoon, I found an email from Luckyblock's support. My payout had been cancelled on the grounds of violating bonus conditions. I checked my customer account and saw that the account balance was 0 Euros, meaning my total of 5700 Euros had just been "deleted." I immediately contacted their support, and they said the decision was irreversible and the money was gone.

I find this absolutely unacceptable and blatant. The bonus conditions state that no stake of more than 5 Euros can be placed, which I have not done, as my spins had round values between 0.10 and 1 Euro. To be honest, I feel cheated and will never play at this casino again. It is definitely not a recommendation, and the support service is a disaster.

I have been with this casino since the very beginning, and even from the presale of their cryptocurrency. I even purchased an NFT for 1500 Euros when it first came out, and now this? I am done with Luck Block and I will make sure to share my experience with everyone.

Hallo liebes CasinoGuru-Team,

ich habe tagelang beim Onlinecasino Luckyblock gespielt eingezahlt wurden BNB von mir. Ich hatte alles verspielt und habe durch meine Einsätze gratis Drehs am Bonusrad bekommen. Am Bonusrad habe ich diverse Gratis Drehs bei verschiedenen Slots gewonnen. Als ich diese alle gespielt hatte, hatte ich einen Kontostand von ca. 40 Euro über mehrere Stunden habe ich dieses Guthaben auf mehrere hundert Euro gebracht.

Ich habe die meiste Zeit Freispiele in verschiedenen Slots gekauft mit einem Spinwert zwischen 0.10 Euro und 1 Euro. Dann am frühen Morgen des 02.02 habe ich im Slot "Money train 2" Freispiele für 50 Euro gekauft also einem Spinwert von 0.50 und einen Gewinn von x10366 bekommen.

Ich habe weitergespielt (nie über einen Rundenwert von 4 Euro). Ich habe eine Auszahlung über ca. 3050 Euro gestartet und weitergespielt. Somit hatte ich eine schwebende Auszahlung von 3050 und noch 2700 Euro auf meinem Kundenkonto.

Am Nachmittag auf meine E-Mail-Adresse geschaut habe war eine E-Mail vom Luckyblock Support da. Meine Auszahlung sei storniert mit der Begründung ich hätte gegen die Bonusbedingungen verstoßen. Ich bin auf mein Kundenkonto und siehe da Kontostand 0 Euro also wurden 5700 einfach "gelöscht". Ich habe gleich dem Support geschrieben, dieser meinte die Entscheidung sei unumkehrbar und das Geld sei weg.

Ich finde es unfassbar und eine absolute Frechheit. Die Bonusbedingungen besagen, dass kein Einsatz von über 5 Euro getätigt werden darf, dass ist auch nicht geschehen, wie bereits gesagt hatten die Spins einen Rundenwert zwischen 0.10 und 1 Euro. Ich fühle mich ehrlich gesagt betrogen und werde nie wieder in diesem Casino spielen. Es ist absolut nicht empfehlenswert und der Support ist eine Katastrophe.

Ich bin seit Tag 1 bei dem Casino dabei und seit dem Presale ihrer Kryptowährung, habe sogar ein NFT für 1500 Euro gekauft als es erschienen ist und jetzt sowas? Ich bin durch mit Luck Block und werde jedem von meiner Erfahrung berichten.

Dear GoRe90,

Thank you very much for submitting your complaint. I’m sorry to hear about the issue and understand your frustration. I carefully checked the Bonus Terms on the website, and this is what I found (here):

Bonus Terms and Conditions

General Bonus Terms and Conditions

The Bonus amount must be wagered a total of 35 times before it becomes withdrawable cash.

Once a player has qualified for the Bonus, their funds will be used in the following order:

Cash

Bonus Funds

Feature Buys are not allowed using bonus funds.

There is a maximum bet amount per round using Bonus Funds equal to $/€5

We would like to see casinos implementing systems that would prevent players from placing higher than allowed bets, but, unfortunately, this is not a standard practice yet.

Please do not hesitate to forward your game history in Excel format along with any relevant communication to petronela.k@casino.guru if you feel that you’ve been accused mistakenly.

Additionally, can you inform me whether your balance is divided into two parts upon activating a promotional offer, or if it is presented as a single "bonus balance"?

• Can you provide details on the specific bonus you activated and utilized?
• Lastly, what were the amounts of both the deposit and the bonus awarded?

I hope we will be able to help you to resolve this issue and receive your winnings as soon as possible. Looking forward to hearing from you.

Best regards,

Petronela

Hello dear Petronella,

Thank you very much for your efforts and your answer. It showed up as a single credit. There was no deposit bonus or anything like that.

I have won spins on the bonus wheel based on my previous bets. On this wheel I have won various free spins worth between 0.20 euros and 0.40 euros. With these free spins I won a total of 40 euros, so I had a total balance of 40 euros.

I played with these 40 euros for almost a whole day - of course there were ups and downs and I kept buying free spins (in many different slots). Mostly between a spin value of 0.10-1 euro. For most slots, a free spin purchase costs a stake x 100 (e.g. with a spin value of 0.50 euros, 50 euros for the purchase)

Best regards

Eric

Hallo liebe Petronella,

vielen lieben Dank für deine Mühen und deine Antwort. Es wurde als ein einziges Guthaben angezeigt. Es war kein Einzahlungsbonus oder der gleichen.

Ich habe aufgrund von meinen bisherigen Einsätzen Drehungen am Bonusrad gewonnen, an diesem Rad habe ich diverse Gratisdrehungen im Wert zwischen 0.20 Euro und 0.40 Euro gewonnen. Mit diesem Gratisdrehungen habe ich einen Betrag von insgesamt 40 Euro erspielt, also hatte ich ein Gesamtguthaben von 40 Euro.

Mit diesen 40 Euro habe ich fast einen ganzen Tag gespielt es gab natürlich Höhen und Tiefen und es wurden immer wieder Freispiele von mir gekauft (in vielen verschiedenen Slots) Meistens zwischen einem Spinwert von 0.10-1 Euro. Bei den meisten Slots kosten ein Freispielkauf Einsatz x 100 (z.B. bei 0.50 Euro Spinwert, 50 Euro für den Kauf)

Liebe Grüße

Eric

HI GoRe90,

Could you please request your entire game history from the casino directly and then forward it to petronela.k@casino.guru?

Thank you.

Hello Petronela,

I requested my game history. I hope I receive it and forward it to you.

Best regards

Hallo Petronela,

ich habe meinen Spielverlauf angefordert. Ich hoffe ich bekomme ihn zugesendet und leite ihn Ihnen weiter.

Liebe Grüße

Good morning Petronela,

Unfortunately, the support team doesn't send me a game history, just a hint on how I can view it. Should I send you screenshots? The problem is that every bet, i.e. every single spin, is listed there and I played through it for several hours, so there would be thousands of screenshots. I'll forward you a screenshot of the confiscated BNB (21,396) and a screenshot of the email.

Best regards

Guten Morgen Petronela,

leider lässt mir das Supportteam keinen Spielverlauf zukommen, nur einen Hinweis, wie ich diesen Einsehen kann. Soll ich dir Screenshots zuschicken? Das Problem an der Sache ist, dass jeder Einsatz, sprich jede Einzelne Drehung dort aufgelistet ist und ich etliche Stunden durchgespielt habe, es wären also tausende von Screenshots. Ich leite dir einen Screenshot über die Beschlagnahmten BNB (21.396) und einen Screenshot von der Email weiter.

Liebe Grüße

Thank you very much, GoRe90, for providing all the necessary information. I will now transfer your complaint to my colleague Peter (peter.c@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.  

Hello there,

Thank you GoRe90 for providing us with all the information. I hope we'll be able to resolve this issue together.

I would now like to ask LuckyBlock Casino for their help in resolving this complaint. Could you please provide me with a gaming history of the player to my email? (peter.c@casino.guru)

Thank you!

Hi there,

Thank you for bringing this to our attention,

Our teams will have this investigated and feedback provided in due course,

Best,

Lucky Block Complaints

Hi there,

The player in question violated our bonus rules, which explicitly state that players must not place bets exceeding 5 euros on any game when utilizing bonus funds. In accordance with our terms and conditions, we retain the right to forfeit winnings acquired through the utilization of bonus funds. Consequently, we have deducted the winnings obtained from the bonus usage.

To better understand our welcome offer and the rules applicable, please visit: https://www.luckyblock.com/en/welcome-offer-200. I have also sent you the required gameplay history via email.

Looking forward to hearing from you,

Best,

Lucky Block Complaints

Thank you for the update LuckyBlock Casino. Could please provide me with the betting history of the player to my email? (peter.c@casino.guru)

Thank you for your cooperation!

Hi Peter,

Thanks for getting back to us - I have sent you an email with the gameplay history.

Please have a look your side and let me know?

Best,

Lucky Block Complaints

Thank you for providing the information LuckyBlock Casino representative.

Dear GoRe90, the casino has provided me with your betting history. We at Casino Guru believe max bet rules should be implemented on the software level to prevent players from breaking this rule in the first place but as most of the industry doesn't operate in this way we ask the casinos to look at the cases individually and in your case, as there are multiple instances of broken max bet rules there isn't much that can be done. Due to this reason, your complaint will be rejected, thank you for your understanding. I am sorry we could not be of more help on this occasion. Please do not hesitate to contact us if you run into any issues with this or any other casino in the future.

Kind regards,

Peter