Lucky Fish Casino - Pelaajien kotiutukset on pidätetty.

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

Thank you for your response and email. To better understand what happened with your ABSA CashSend withdrawals, could you please clarify the following:

1. What is the mobile phone number linked to the withdrawals? Please confirm whether this is the same phone number registered on your casino account.
2. Did you receive any SMS notifications regarding the CashSend withdrawals? If so, please forward a screenshot of the messages.
3. Have you contacted ABSA regarding the missing funds? If yes, what information were you provided?
4. Have you attempted to redeem or collect the CashSend payment? If yes, please describe the steps you took and any error messages you encountered.
5. Has the casino informed you whether the CashSend transaction was successfully redeemed? If so, what exactly were you told?

I look forward to your reply.

Dear Molefi

Thank you for your cooperation and for providing all the necessary information. I truly appreciate the time and effort you’ve taken to share everything with us so far.

Your complaint will now move to the next stage of our process and be handled by your dedicated Resolver, Munya (munya.s@casino.guru). This is a standard step in our procedure, as the Resolver will take over communication with the casino directly and manage your case from this point onward.

No action is required from you right now. Your Resolver will reach out through this thread if any additional details are needed. You can rest assured that your case is in very capable hands.

I wish you the best of luck and hope your case will be resolved to your satisfaction soon.

Kind regards,

Veronika

Dear Molefi,

I am sorry to hear about the issue you are experiencing with the casino. I will reach out to the casino on your behalf and do my best to help resolve the matter promptly.

At this point, I would like to invite a representative from Lucky Fish Casino to join this conversation and assist in addressing the complaint.

Dear Lucky Fish Casino,

Could you please provide your comments regarding this matter?

Thank you in advance for your cooperation and for sharing any relevant information.

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.

Molefi

I wish to inform you that the casino has responded via email. I look forward to a fruitful engagement, hooping that they will join the conversation on this thread. I will share any relevant update. Thank you for your understanding.

I hope this process was fruitful and I'll be casino guru advocate. But just in case I need to escalate the issue even further can you please forward any relevant people in the provincial and national gambling board, who can assist me if need be.

Molefi

I am looking forward to a fruitful engagement with the casino. As of now, there have been no significant developments, aside from their response to my previous email. As mentioned in my last communication, I will keep you updated as soon as there are any meaningful exchanges. Regarding the possibility of escalating the issue, we generally recommend that you consider reaching out to the Gambling Authority or Alternative Dispute Resolution services if we are unable to intervene effectively in your situation. Thank you for your understanding

Dear Molefi,

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.

We regret to inform you that, due to the lack of response from the player to our messages, inquiries, and reminder, we are unable to proceed with further investigation or provide potential solutions at this time. As a result, we must close this complaint for the moment.
However, please note that the player retains the option to reopen this complaint at any time in the future should they choose to resume communication. We remain open and ready to assist in resolving the matter should the player decide to reach out again.

Thank you for your understanding.

Best regards,
Munya
Casino.Guru