Lucky Fish Casino - Player’s withdrawals have been withheld.

I am writing to formally escalate my complaint regarding multiple withheld withdrawal from my account [Account Nr: [hidden by Casino Guru].

On [13 April 2025], I sent the first enquiry (ticket 235261) regarding multiple withdrawal payments notification in never received.

The following three withdrawal requests of

10-03-2026 at 04:38

Withdrawal: ABSA Cash Send

Amount: R 2 000,00

17-03-2026 at 03:25

Withdrawal: ABSA Cash Send

Amount: R 1 500,00

18-03-2026 at 01:39

Withdrawal: Instant Money

Amount: R 1 500,00

These withdrawals were never sent to me and on the 13th I was told the matter would be escalated and pending investigation placed on indefinite hold on with the stated reason of [Please note that your query has been forwarded to ABSA, and we are still waiting for their response. Kindly allow 24-48 hours for feedback.] Bookmaker's Stated Reason.

On 21 May 2026, I followed up with Lucky Fish live agent. And as soon as I indicated I would be personally escalating issue, I received a response informing me "Please be informed that after reviewing these withdrawals, it was confirmed that they have been redeemed. Client will need to contact the bank for redemption details due to POPI rules on their end."

I find this information invalid and lacks evidence indicating payout information my lucky fish

I have fully complied with all Terms and Conditions and completed your FICA/KYC verification requirements. I have attached the following evidence to this email for your review:

Screenshots of the rejected withdrawal and my account balance.Proof of Identity/Residence submitted to your verification team.

Copies of prior email correspondence. To review 20/04/2025-21/05/2025

Please be advised that unless this withdrawal is processed or a substantive, evidence-based resolution is provided within 72 hours, I will be escalating this matter formally to the Relevant Gambling Board who licensed lucky fish / National Gambling Board] and the South African Bookmakers' Association.

I look forward to your prompt response.

Sincerely,

[personal details hidden by Casino Guru]

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Hello,

Thank you very much for submitting this complaint. I'm sorry to hear about the problem you're experiencing. Please allow me to ask you a few questions to clarify your situation.

• Have you made any successful withdrawals from this casino before?
• Have you successfully completed the KYC verification process at this casino?
• Have you received any confirmation from the casino stating that your withdrawal requests were processed from their side? If so, do these confirmations contain any reference or transaction numbers that could help identify the payments with your payment provider?
• Could you please forward the screenshots and emails you mentioned to veronika.f@casino.guru?

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