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

It's been 20 days already. They always answer in the chat that you need to wait a little. No one confirms the withdrawal of funds. I attach a screenshot of their answer

Dear xray200,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please allow me to ask you a few questions, so I can understand the whole situation completely.

Have you made any successful withdrawals before?

Could you please confirm that you have passed the KYC verification?

Have you accumulated your winnings with or without an active bonus?

I hope we will be able to help you resolve this issue as soon as possible. Thank you very much in advance for your reply.

Best regards,

Veronika

This is how I made successful withdrawals before. And the amounts were much larger than now.

I didn't go through any verification because they never asked me for any document. If it was account verification, I would have reported it right away.

I didn't take any bonuses from them. I played with my own money.

Так я робив раніше успішні виведення коштів. Й сумми були значно більші ніж зараз.

Перевірку ніяку я не проходив адже вони жодного разу не запитали в мене хоч якийсь документ. Якби це була верифікація рахунку я би відразу повідомив це.

Бонусів я ніяких в них не брав. Грав на особисті кошти.

What types of games did you play? Were they slots, live casino games, or did you bet on sports only?

Did you select the same payment method to withdraw your winnings as you used to deposit?

I played slots and bet on sports. The withdrawal method is the same as the deposit. Can withdrawals take a month?

Я грав в слоти та робив ставки на спорт. Спосіб виведення коштів той самий що і внесення депозиту. Хіба виведення коштів може тривати місяць?

Thank you very much, xray200, for providing all the necessary information. I will now transfer your complaint to my colleague Martina (martina.b@casino.guru) who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction in the near future.

Dear xray200,

My name is Martina and from now on, I will assist you with resolving your complaint. I am sorry to hear that your withdrawal has been delayed. I will contact the casino and try my best to resolve the issue as soon as possible.

Now I would like to invite Lucky Whale Casino representative to join this conversation and participate in the resolution of this complaint.

Dear casino representative, could you please state the reason why the player's withdrawal has not yet been processed?

Thank you in advance for providing the information.

Hello everyone,

Thanks for the responses in this thread.

We would like to inform you that the withdrawal request has been temporarily placed on hold while our investigation is ongoing. This measure has been taken following a review by our Sportsbook Risk Department, which identified patterns consistent with value betting in user's recent activity.

Please rest assured that we are conducting a thorough review, and once a final decision has been made, we will update the user accordingly.

Thank you for your patience and understanding.

Please let us know once you have some update. Thank you

I haven't bet on sports or played slots for over 33 days! I had amounts of up to $1,000 on my account and I used to withdraw amounts of $300 and $400! And I've never had any problems! But when I bet a small amount of $156, you're writing about some kind of investigation that can't be completed! This is some kind of nonsense! What kind of recent activity can I have in sports betting if I haven't been playing with you specifically for over a month?

Я не делаю ставок на спорт и не играю в слоты уже больше 33 дней! У меня на счету были суммы до 1000$ и выводил я раньше суммы и 300 и 400 долларов! И проблем никогда не было! Но как я поставил небольшую сумму в размере 156$ вы пишите о каком то расследовании которое никак не может закончится! Это бред какой то! Какая может быть вообще недавняя активность у меня в ставках на спорт если я специально не играю у вас уже больше месяца?

And thank you very much Casino Guru! If it weren't for them, this dishonest casino would have continued to remain silent. The investigation that has been going on for over a month is just awful!

Hello,

We have just paid out the user's withdrawal request.

We would like to ask the user to confirm the withdrawal received so we can close the case.

Best regards,

Lucky Whale Casino

Yes, I received my funds! After 36 days, but still the request was confirmed. Thanks to Casino Guru for the help!

Да я получил свои денежные средства! Спустя 36 дней но все таки запрос был подтвержден. Спасибо Казино Гуру за помощь!

Dear xray200,

I'm so happy glad to hear that you received your money! I'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,

Martina Bennett

Casino.Guru