What Happened
A player from Croatia says Lucky Block won't accept any of their proof-of-address documents, so €12,016.76 in winnings can't be withdrawn. According to the player, a bank statement, a Revolut statement and a phone bill were all turned down as not meeting the criteria, and they have no utility bill because they don't own their home.
How It Developed
- 2026-10-14Complaint opened with the three rejected documents attached.
- 2026-10-15The mediator explained why casinos run KYC and asked whether the address check is the only open item and whether other documents had been approved.
- 2026-10-22No reply yet, so the mediator added 7 days.
Ongoing
Waiting for the player to answer the mediator's questions about the address check.
What Has (and Hasn't) Helped
Too early. The mediator wants to know whether the address check is the only thing missing. Ask the casino in writing exactly which document types it accepts from a tenant; some take a bank letter or a government letter instead of a utility bill.