Lucky Whale Casino - La cuenta del jugador está cerrada y el pago está retrasado.

The casino has closed and is asking for payments by mail. I wrote to them on July 16, no response for over two weeks!

Help me get my money back.

Казино закрылось и предлагает обращаться за выплатами по почте. Я написал им 16 июля, ответа нет более двух недель!

Помогите мне вернуть мои деньги.

Hello,

Thank you very much for submitting your complaint. I’m sorry to hear about the player’s problem. To better understand the situation and assist you effectively, could you please provide us with the following information?

• Did you have any pending withdrawal requests in your casino account?
• Did you have any unfinished bonuses in your account when the casino went under maintenance?
• Have you passed the full KYC verification?
• Have you made any successful withdrawals from this casino before?
• Have you communicated with the casino customer support via email before?
• Have you tried sending any follow-up emails after your first email went unanswered?

I hope we will be able to help you resolve this issue as soon as possible.

Thank you in advance for your reply.

Best regards,

Veronika

Important Notice: Casino.Guru will never ask you to make payments or grant access to your accounts in order to complete KYC on your behalf. If anyone claims to be from Casino.Guru and requests such information, do not share anything with them.

All communication from us will be through this official complaint thread or the official email addresses provided in your case. Please always check the domain of any email you receive and verify that it truly comes from us. You can confirm this by clicking on your complaint resolver’s profile.

If you notice anything suspicious, don’t hesitate to reach out to us directly.

Thank you for your patience, and stay safe.

No, I didn't have any withdrawal requests

there were no unplayed bonuses

I don't remember if I did KYC. This information is displayed in the profile, which I don't have access to

there were no successful conclusions

I have not communicated with them by email before, I have not tried sending other letters

нет, запросов на вывод у меня не было

неотыгранных бонусов не было

я не помню, проходил ли KYC. Эта информация отображается в профиле, доступа к которому у меня нет

успешных выводов не было

ранее с ними по электронной почте не общался, других писем отправлять не пробовал

Thank you very much for providing all the necessary information. I will now transfer your complaint to my colleague Martin (martin.l@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.

Hello Basquo,

I am sorry to hear about your troubles. I am Martin and I will be taking care of your complaint from now on. As the first order of business, I would like to invite the Lucky Whale Casino representative to enter the discussion.

Dear casino representative,

could you please check the case and explain the matter to us? Are these issues related to the current maintenance on your site? Thank you in advance for providing us with your view of the issue.

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 Basquo,

we are extending the timer again, as we want to explore some other ways to establish contact with the casino. If there are any new developments on the matter, please keep us updated.

Dear Basquo, 

I am sorry to confirm that since we haven’t received any response from the casino regarding the issue, we cannot continue with the complaint resolution process and are forced to close it as ‘unresolved’.

Usually, in order to reach any kind of agreement, all three parties (player, casino, and mediator) need to communicate closely. Unfortunately, this is not the case and we were left alone in our attempt to solve this issue.

However, we also acknowledge, that the casino is currently undergoing maintenance - we will try to contact them again after this period is over.

Sadly, I couldn't be of more help, at this time, but bear in mind that closing this complaint as unresolved will negatively influence the casino's rating and other players can read about your experience in our review. 

The casino can reopen this complaint anytime.