Lucky Whale Casino - Player’s account has been closed.

I had an account on this casino and won on the welcome bonus. I spoke to chat to get the account verified for 1 week. They sent me a Link Verification and I was not able to complete it because my phone wasn't working. I used someone else's phone to do the verification and see they don't take Driver license. I asked for another link and they banned my account. I am the person who played this Casino and I did not know they didn't accept driver permit. I would like to get my account activated and receive my funds

Dear azefnazari,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. To better understand your situation and assist you effectively, could you please provide clarification on the following questions?

• Does the person you took the phone from also have an account at this casino?
• Could you please forward me the email you received from the casino after your account was blocked? My email address is [email protected].
• What identity documents did you send to the casino for the KYC verification?

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 azefnazari,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

Hello, I logged into the Verification platform. I uploaded my Passport Document into the Website. This was accepted, I then tried to do the Live verification and ran into issues. This timed out and then I asked for a new Verification Link,but they said that they "believe" activity was fraud and didn't send me a new link to verify

Thank you for your email.

Could you please answer my previous question—does the person whose phone you used for the verification also have an account at this casino?

Dear azefnazari,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

Unfortunately, the player has not responded to our messages and questions. Consequently, we are unable to investigate further and have no choice but to reject this complaint.

The player can reopen this complaint at any time.