Lucky Whale Casino - Вилучення гравця відкладено.

I applied for a withdrawal at this casino on March 18, but still have not received my money.

I have used the bonus, but not the banned games, and have not been caught by the wagering limits.

Hello andandjonnyx,

Thank you very much for submitting your complaint and I'm really sorry to hear about your issue with Lucky Whale Casino. Please allow me to ask you a few more question before we would move forward.

• Could you please advise if your account is already verified and if yes, since when exactly?
• What kind of bonus did you use?
• When was the last time you spoke to the casino and what was it about?

Looking forward to your answer.

Regards,

Nick

KYC was completed very early in the process.

There is also a track record of withdrawals.

https://www.luckywhalecasino.com/ja/promotions/vip-reload-bonus/

I took advantage of this bonus.

I did not exceed the wagering limit and did not play any banned games.

Attached is the last email I received from the casino.

It has already been two weeks since the last email.

Thank you andandjonnyx for all the information provided so far. I will now forward your complaint to my colleague Michal ([email protected]) who will be assisting you from now on.

Wish you best luck resolving it.

Regards,

Nick

Hello andandjonnyx,

It's Michal again, and I have taken over this complaint. I have reviewed your case, and I will contact the casino to shed more light on this matter.

We would like to invite Lucky Whale Casino to join the conversation.

Dear Lucky Whale Casino,

Can you please explain why the player's withdrawal has not yet been processed on your side?

If there are any sensitive details that may affect this situation and are not appropriate for public disclosure, please feel free to share them with me at [email protected]

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 andandjonnyx,

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 their 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 (AOFA) Authority and submit a complaint to them. The Gaming Authority has more options and tools to help players. You can find more information on how to do that here:Licensing Authority – Anjouan Gaming | Casino Guru

Please let me know how they responded at [email protected]. I am sorry I could not be of more help on this occasion.

Best regards,

Michal

Casino Guru

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 andandjonnyx,

We have received the following email from the casino team that was sent to you as well.

Dear Customer,

We are pleased to inform you that your withdrawal has been processed today. We apologize for the delay, which was due to awaiting confirmation from the game provider regarding your betting activity, as well as the approval of your KYC verification.

We sincerely regret any inconvenience this may have caused and kindly ask you to reconsider your feedback. Your experience at our casino is very important to us, and we are committed to providing you with the best possible service.

Thank you for your understanding.

Best regards,

Lucky Whale Casino

Can you please confirm this?

The money was withdrawn, but we cannot readily forgive a casino that continues to ignore the casino guru's calls and finally withdraws the money after two months have passed.

Please provide a satisfactory explanation.

I know from playing at various casinos that game providers do not check the play history of each and every user of the casino with which they have a contract.

Dear 

We fully understand your concerns and sincerely apologize for any inconvenience caused. The situation was more complex than initially anticipated, as we were awaiting responses while our new casino encountered significant technical challenges and we had many fraud cases caused us lost of a lot of money which led to intensive reviews. Unfortunately, your case was impacted by these broader issues. Once we had clarity, we then faced an additional challenge related to your KYC verification with Sumsub.

We deeply regret the difficulties you experienced and are pleased that the situation has now improved. We appreciate your understanding of the challenges that a new casino can face during its early stages. Your support means a lot to us, and we thank you for your patience and trust.

Best regards,

Lucky Whale Casino

Dear Lucky Whale Casino,

Thank you for your response. I understand the difficulties faced by new casinos and recognize that, at times, communication may not reach the ideal standard; however, like with any other casino, we anticipated timely responses from you to both your customers and, if needed, us as well. I completely appreciate that the factors affecting the situation were not entirely within your control, and it is understandable that any concerns regarding the gameplay of specific players need to be verified with the game provider; nonetheless, effective communication with your customers is essential. I remain hopeful that you will enhance this aspect moving forward.

With that said, I am pleased to note that the primary concern, the distribution of the players' rightful winnings, has been successfully addressed. As our goal is to help resolve any player complaint, if possible, despite the non-ideal time this took, I'm glad the player has received their winnings, and as such, this case cannot be classified as unresolved anymore. It is at the player's discretion how they will rate their user experience.

Dear andandjonnyx,

I can agree with you that the handling of this situation by the casino team was not at its best, but I think the casino team's explanation of the circumstances is understandable. Now that the main problem has been resolved, and you received your winnings, would it be alright for me to mark it as such? You are welcome to leave a user review for the casino in whatever manner you see fit.

ok

Dear andandjonnyx,

Thank you for your confirmation. I am glad that our involvement once again played a role in resolving the situation.

We'll go ahead and mark the complaint as 'resolved' in our system. We would like to thank both parties for their cooperation. 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 Centre. 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 Rate 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,

Michal

Casino Guru