Lucky Whale Casino - Player's withdrawal request is delayed.

Luckywhale make you wager the sum of ALL your deposits (even if they have been lost) before you can withdraw. This is obviously absurd.

However, I have wagered my deposits well over 3x. The total should be just over 1050 USD. I have wagered 3250 USD. As all evidence attached shows.

I am still getting the message (you need to complete active wagering requirement on deposits before withdrawing).

I need casinoguru to mediate.

Thanks

Dear kellymagill,

Thank you very much for submitting your complaint. I’m sorry to hear about the difficulties you’ve encountered. To assist you more effectively, I would like to ask a few clarifying questions:

• Could you please provide details about how many deposits you made and their respective amounts?
• Have you lost all of your deposits except for the most recent one?
• Were any of your deposits tied to bonuses or promotions that might impact the withdrawal process?
• Could you specify what types of games you played?
• Did the casino’s customer support confirm that the deposits must be wagered, even if they were already lost during gameplay?

Once we have this information, we’ll be better positioned to look into your case and hopefully help you reach a resolution.

Thank you in advance for your reply.

Best regards,

Veronika

Hello,

This complaint probably was raised this morning, as the issue was solved later and the player managed to request a withdrawal and it was paid. We also sent the following email to the player.

"We hope you are well.

We would like to apologize for the inconvenience caused by this issue. After reviewing your account, we have cancelled the wagering requirement.

You are now free to place a withdrawal request at your convenience, should you wish to do so.

We also want to thank you for your understanding, we were just waiting for confirmation from our technical department before proceeding.

If you have any questions or need further assistance, please feel free to contact us."

Best regards,

Lucky Whale Casino Support

Dear user,

We kindly request your confirmation that you received the funds on the requested date. We have reached out twice by email and provided the transaction hash, but we still did not yet to receive a confirmation from your side.

Thank you for your attention to this matter.

Best regards,

Lucky Whale Casino

All received. They sorted the issue very quickly in the end.

i don’t agree with their policy of needing to turnover EVERY historical deposit 3 times (even if u lose them) before you can do a withdrawal.

This seems wrong

Hello,

Thank you for your confirmation and valuable feedback. We truly appreciate hearing from our players as it helps us continuously improve and make necessary adjustments. We are delighted to have you with us and remain committed to providing you with a positive experience.

Thank you once again.

Best Regards,

Lucky Whale Casino

Dear kellymagill,

Thank you for confirming that you have received your funds and that the issue has been resolved. We're glad to hear that your withdrawal was successfully processed in the end.

We also appreciate you taking the time to share your feedback regarding the casino’s policy. While we are pleased the situation was addressed quickly, we understand your concerns and will take your remarks into account as we continue to monitor fairness and transparency in casino practices.

As the matter has been successfully resolved, we will now close this complaint. 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