Lucky Whale Casino - El reintegro del jugador se ha retrasado.

The casino has not withdrawn the amount of 220 USDT for 2 weeks. Every time I contacted their support asking about my withdrawal, they referred to "Wait". The withdrawal amount in the transaction history is shown as written off. They have not withdrawn funds for 2 weeks. I have contacted them about 10 times. They are still feeding me with promises. I still have not received the payment.

Казино не выводит сумму 220 USDT уже в течении 2-ух недель. Каждый раз когда я обращался к ним в поддержку, cпрашивая что моим выводом они ссылались на "Подождите ". Сумма вывода в историях транзакций отображается как списанная. Они не выводят средства уже в течении 2-ух недель. Я обращался к ним около 10 раз. Они до сих пор кормят меня завтраками. Я до сих пор не получил выплаты.

Dear baybaydan55,

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.

It's been 14 days already, the withdrawal was made on March 11. I still haven't received my payment and there is no news or response from the casino.

Уже прошло 14 дней, вывод был поставлен 11 марта. Я до сих пор не получил свою выплату и нету никаких новостей и ответов от казино.

Thank you baybaydan55 for all the information provided. I will now forward your complaint to my colleague Katka (katarina.d@casino.guru) who will be assisting you from now on.

Wish you best luck resolving it.

Regards,

Nick

Dear baybaydan55,

My name is Katarina, and I will be assisting you in solving this case. I am sorry for the situation you found yourself in.

I will now contact Lucky Whale Casino outside this complaint thread and let you know any new information once I receive it.

Okay, Thank you.

Hello,

You were stopped for clear bonus abuse. We do not tolerate bonus abuse at Lucky Whale. It is explicitly against our terms.

Thank you

Dear Lucky Whale Casino,

we take all accusations very seriously. Please provide evidence supporting your claims and send it to katarina.d@caisno.guru.

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.

Dear baybaydan55,

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. 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 might 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. In the meantime, I recommend you contact the Anjouan Gaming Authority (https://verification.anjouangaming.org/validate?domain=www.luckywhalecasino.com&seal_id=fd32bd742a53dd4dd3aa0a23652a2471661cb7d69197eb569975540754d9b6494197111b9619a27a860acfa8767e6a0b&stamp=0713cdf447f9a7a9702528800605f9b9) and submit a complaint to them. The Gaming Authority has more options and tools to help players. Please let me know if you need help with submitting the complaint or how they responded if you can do it on your own (katarina.d@casino.guru). I am sorry I could not be of more help on this occasion.

Best regards,

Katarina Duboak

We’ve reopened this complaint at the request of Lucky Whale Casino. We would like to allow this case one more chance to be resolved and help both parties involved to reach a satisfactory conclusion.

Dear Lucky Whale casino,

thank you for your email.

Could you please provide an update regarding this case?

Hello,

regarding the withdrawal hold due to bonus abuse:

"The player engaged with a game that accumulates value during play and advanced it until the maximum value was reached using their bonus, without progressing further. Once the bonus period ended, the player resumed the game to convert the stored value into cash funds. They did this across three different stake levels in the game Rolling Roger. This behavior constitutes clear bonus abuse, as the player deliberately manipulated the game’s mechanics to circumvent the wagering requirements. I am sending you a file with his game rounds that support the bonus abuse.

Dear Lucky Whale casino,

thank you for your message.

We take all accusations seriously. To properly investigate your claims, please provide supporting evidence, including relevant documents, screenshots, game logs, and any other pertinent proof. Kindly send these materials to katarina.d@casino.guru.

Looking forward to your reply,

Katarina

Hello Katarina,

We already sent you a file to your email on Tue, May 27, 2025.

Regards,

Lucky Whale Casino

Dear Lucky Whale casino,

thank you for your message and your email.

Dear baybaydan55,

could you please describe what games have you played at this casino?

Dear baybaydan55,

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,
Katarina
Casino.Guru