Lucky Whale Casino - Player believes that their withdrawal has been delayed.

I topped up, they wrote off instantly! They didn't warn me that they had any problems! Later they turned off the site altogether! I write them letters, they completely ignore me!! Here is the last screenshot before they turned off the site!!

Dear player,

Thank you very much for submitting your complaint. We are sorry to hear about the issue with your withdrawal and understand your concern. However, please bear in mind that it’s quite usual for withdrawals to take a couple of days or even weeks to get fully processed. This means that it may take some time before your money appears in your account. This delay may be caused by unfinished KYC verification or a high volume of withdrawal requests.

That’s why we advise players to be patient, cooperate fully with the casino, and wait at least 14 days after requesting their withdrawals before submitting a complaint.

If your account has been successfully verified, your game history checked, your withdrawal approved by the casino, and you still haven't received your winnings by 14 days since requesting the withdrawal, we will intervene and do our best to help you.

Thank you in advance for your patience and understanding.

Best regards,

Complaints Resolution Center

PS: Our initial response was generated based on the information you provided when submitting your complaint. If there has been any misunderstanding and the issue is different or more than just a delayed payment, please rest assured—we will review the details thoroughly and get back to you as soon as possible. Thank you for your patience.

Important Notice: Casino.Guru will never ask you to make payments or grant access to your accounts in order to complete KYC on your behalf. If anyone claims to be from Casino.Guru and requests such information, do not share anything with them.

All communication from us will be through this official complaint thread or the official email addresses provided in your case. Please always check the domain of any email you receive and verify that it truly comes from us. You can confirm this by clicking on your complaint resolver’s profile.

If you notice anything suspicious, don’t hesitate to reach out to us directly.

Thank you for your patience, and stay safe.

What 14 days!? They didn't even give me the opportunity to withdraw!!! They said the withdrawal would work within 24 hours and you can try it, but in the end the site was simply shut down and they haven't responded to my 20 emails!!! And before that they spent a week trying to sell me that everything was great and they ate up the money in a second without, as it turned out, the opportunity to withdraw and technical problems in the games that they simply ate!!! As for me, they just wanted to screw more people by taking their money and going off into the sunset!!!

And I also forgot to add that very soon a new, identical company will appear, only with a different name and supposedly a license, and they will continue to screw people!!! We just need to execute such creatures who want to ride into heaven on someone else's back!!!

Dear player,

I hope you are doing well. As the recommended time frame has now passed, could you kindly update us on whether your withdrawal has successfully been received or if there have been any new developments regarding your case? Thank you for your time, and I look forward to your response.

No, the problem is not solved!! Once during all this time a letter came (how much they worry about us all) and disappeared...

Dear player, please allow me to ask you a few questions, so I can understand the whole situation completely.

Have you made any successful withdrawals before?

Could you please confirm that you have passed the KYC verification?

Did you accumulate your winnings with or without an active bonus?

Could you please share your communication with the casino regarding the withdrawal? Send emails or chat transcripts to my email at [email protected], or post screenshots here.

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.

The conclusion was successful only once. And what about the correspondence when it comes next time, I will definitely share. But I will say right away that there is nothing in essence, just a promise and that they have some kind of legal proceedings, but why should their problems f.... people who invested money there and they took it with great pleasure without fulfilling their obligations that they prescribed (about providing a quality game) and the security of our deposits

I don't have the opportunity to f... them in court now, but I will definitely do it at the first opportunity. Such f... should not be left unpunished!!!!

Dear player, could you please let me know if you have been able to request a withdrawal since then, or if the casino has processed any withdrawal manually on your behalf?

Have you received any clear updates or promises from the casino regarding your funds?

Is the website still under maintenance, or have you been able to access it at any point since the problem began?

There are no letters from them, the site does not work, they do not answer questions that were sent a long time ago!!! Total disregard in general!!! The most real scammers!!! I just don’t understand how you help me? You ask once a week on your site what’s new - nothing will change from this!!!

Thank you very much for providing the necessary information. I will now transfer your complaint to my colleague Martina ([email protected]) who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.

Dear Yurka1990,

My name is Martina and from now on, I will assist you with resolving your complaint. I am sorry for the situation you found yourself in. I will contact the casino and try my best to resolve the issue as soon as possible.

Now I would like to invite Lucky Whale Casino representative to join this conversation and participate in the resolution of this complaint.

Dear casino representative, could you please provide more information about this case and state the reason why the player has not received his money yet?

Thank you in advance for providing the information.

Apparently the representatives don't give a shit about all the complaints) people, draw your own conclusions! Send these pseudo casinos to hell!!!

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.

I have tried to contact the casino repeatedly but had no success. I'm afraid there is not much that can be achieved without cooperation from its side. Since the casino operates without a valid license and doesn't refer to any ADR service, there is no gaming authority to turn to.

I will mark the complaint as "unresolved" in our system. I understand this isn't a satisfactory solution to your issue. However, the decrease in the rating caused by unresolved complaints could help to change the casino's approach. If the casino decides to react, we will reopen the complaint and you will be notified by email.

I can only recommend you choose casinos by their reviews and ratings in the future to avoid situations like this. I am sorry we could not be of more help on this occasion.

Best regards,

Martina Bennett