The player from Germany was unable to access his Lucky Whale Casino account to withdraw his remaining balance of 300€. After attempting a withdrawal, the website became inaccessible, displaying a message about "license renewal," and multiple emails to support went unanswered. The Complaints Team attempted to resolve the issue by contacting the casino, but no response was received. It was determined that the casino operated without a valid license, leading to the complaint being marked as "unresolved" due to lack of cooperation from the casino.
Lucky Whale Casino - Player's withdrawal request is delayed.
Unresolved
Our verdict
No reaction policy
Black points: 95
Amount: €300
Lucky Whale Casino
Safety Index:Below averageCase summary
Discussion
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4 months ago
Translation
Good day,
I had a Lucky Whale Casino account with a balance of [amount in USD/EUR/Crypto]. On [date of last login], I attempted to request a withdrawal, but shortly thereafter, the website was no longer accessible.
Currently, the page only shows a message about the alleged "license renewal" and refers to the email [email protected] . Multiple attempts to contact this address have so far remained unanswered.
I ask for your assistance to pay out my remaining balance of [300€].
Casino username/email: [your username or email]
I can attach proof of payment and screenshots of the account balance if required.
Thank you for your help.
Best regards
miah
Automatic translation:
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4 months ago
Hello,
Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please allow me to ask you a few questions, so I can understand the whole situation completely.
- Could you please clarify when was the last time you accessed your casino account?
- Have you made any successful withdrawals in the past?
- Did you accumulate your winnings with or without an active bonus?
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.
Best regards,
Kristina
Important Notice:
Casino.Guru will never ask for payments or access to your accounts to complete KYC. If someone claims to be from Casino.Guru and makes such a request, do not share any information.
We only contact players through this official complaint thread or via @casino.guru email addresses. Always check the sender’s domain and verify your resolver’s email by clicking on their avatar visible inside the official complaint thread.
If anything seems suspicious, contact us directly.
Stay safe.
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4 months ago
Translation
The last time I had access was a month ago, but I didn't have any funds on it. When I deposited using crypto BTC almost a month ago, I received this message (see image). I didn't play or select any bonuses there, and I didn't make any withdrawals.
Best regards
miah
Automatic translation:
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3 months ago
Thank you very much for your reply. Could you please post the screenshot you mentioned in your last message here? It seems to be missing. Additionally, please forward all the relevant communication between you and the casino to [email protected]. Alternatively, you can post it here. Thank you in advance.
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3 months ago
Dear siammiah06585,
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.
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3 months ago
Translation
I can no longer access the site and it no longer answers my emails
I want to withdraw my entire balance there
Automatic translation:
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3 months ago
Thank you very much for your cooperation. I will now transfer your complaint to my colleague Stefan ([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.
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3 months ago
Dear siammiah06585,
I am so sorry to hear about your problem with the casino. I will contact the casino and try to resolve the issue as soon as possible.
Now I would like to invite a Lucky Whale Casino representative to join this conversation and participate in resolving this complaint.
Dear Lucky Whale Casino,
Could you comment on the situation?
Thank you in advance for providing the information.
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3 months ago
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.
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2 months ago
Dear siammiah06585,
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,
Stefan, Casino.Guru
