The player from Germany had been waiting for a withdrawal for less than two weeks. Unfortunately, their payout had not been received yet. Following the player's complaint regarding a lack of communication and delayed payments, the issue was resolved when the player confirmed that the money had arrived. The Complaints Team marked the complaint as 'resolved' in their system after receiving this confirmation.
Lucky Whale Casino - Player’s winnings haven’t been received yet.
Amount: €470
Lucky Whale Casino
Safety Index:Below averageSafety Index
In line with our review methodology, we calculated the casino’s Safety Index based on more than 20 factors, including its financials, fairness of T&Cs, player complaints, and more. The higher the Safety Index, the more likely you are to receive your winnings without issues.
5.5
Lucky Whale Casino has a Safety Index of 5.5, which makes it a casino with a below-average level of safety. Explore this casino’s Safety Index
Resolved
Our verdict
Case closed
RESOLVED
Case summary
yesterday
Public
Public
2 days ago
Translation
Hi
This casino offers instant payouts but these do not exist.
I was told that the payout was approved, but nothing happened...
The technical support, which probably doesn't even exist, wanted to take care of it, but this is not the case!
To date, there has been no response by email and live chat says that you should wait, but how long and when something will happen is up in the stars
Automatic translation:
Public
Public
2 days ago
Dear Fabi19,
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 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.
Public
Public
2 days ago
Translation
This casino holds the record!
No response via email and live chat blocks you as soon as you ask something...
As I said, nothing will come of it because you won't even get a reply within 2 days.
Apparently they are muting themselves^^
If you look at Trustpilot, i.e. the bad reviews, you can clearly see that this casino has faked all the good reviews (Trustpilot has info)
If you read the bad reviews, you can tell that this casino will never pay out. Some people wait for MONTHS and nothing happens...
@ Casino Guru please blacklist this scam casino otherwise more people will fall for it!
Automatic translation:
Public
Public
yesterday
Dear Fabi19,
We're glad to hear that your issue has been resolved. We'll go ahead and mark the complaint as 'resolved' in our system. We appreciate your cooperation and confirmation. If you ever encounter any issues with this or any other casino in the future, please feel free to reach out to our Complaint Resolution Center. We're here to help.
As you know, we do not charge for our services, nor do we accept any gratuities. However, we would greatly appreciate it if you could take a moment to share your experience with our services on Trustpilot https://www.trustpilot.com/evaluate/casino.guru. An honest review, along with any suggestions for improvement, would be invaluable. Your feedback could help others who may be considering contacting us for assistance with online casino-related issues.
Thank you in advance for your time.
Best regards,
Nick Bacon
Casino.Guru
