HomeComplaintsLucky Whale Casino - Player's withdrawal has been delayed.

Lucky Whale Casino - Player's withdrawal has been delayed.

Amount: $1,800

Lucky Whale Casino
Submitted: 29 Jan 2025 | Resolved : 30 Jan 2025
Resolved Our verdict

Case closed

RESOLVED

Case summary

The player from Norway had deposited around 1,000 USD and won approximately 1,650 USD, but faced the cancellation of his withdrawal without explanation. After completing the KYC process, his subsequent withdrawal attempts also remained unprocessed with no communication from customer service. The issue was resolved after the player confirmed that the casino had addressed the withdrawal concerns. The complaint was marked as 'resolved' in the system following the player's cooperation and confirmation of resolution.

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I deposited around 1.000 USD in Etherum the 24th and 25th of January. I did not use any bonus code.


I won a little and tried to withdraw my winnings. In total around 1.650 USD. The next morning my withdrawal was cancelled. I did not receive any information or other explanation as to why.


I then completed the casinos KYC process and got a confirmation email stating my KYC was complete.


I then tried to withdraw again and waited over 48 hours. Nothing happened. Customer service did not answer my questions and refused to give me a timeframe.


I then cancelled my withdrawal again, and played a bit more. One a bit more. I then tried to withdraw in total 0,6 ETH, around 1.800 USD.


It has been two days. No information, no timeframe, no feedback. I am afraid that the casino is a complete scam.


I know that the casino also has a 3x wager on deposits. Stupid, but anyways, I have wagered way more than 3x the deposited amount.


I want to warn other potential players.

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Dear Oleyman1234,

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 or if your withdrawal gets canceled again, please, let us know and we will intervene and try to help you.  

Thank you in advance for your patience and understanding.  

Best regards, 

Veronika

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Its been resolved. Thanks to the casino

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Dear Oleyman1234,

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, 

Veronika Fritz 

Casino.Guru 

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