What's new


What's new

Lucky Whale Casino - Blocked withdrawals and lack of updates on investigation

UNRESOLVED

Complaint Info

Disputed casino

Lucky Whale Casino

Amount

$ 2500

Posted on January 8, 2025

Context: I am experiencing an issue with withdrawing funds from LuckyWhale casino. Previously, I successfully processed several withdrawals, but complications began at the end of December. I play fairly, have not used any bonuses, and have been playing the same games that didn’t cause issues with withdrawals before.

Timeline of Events:

December 28, 2024: The first withdrawal was processed successfully.
December 29, 2024: The second withdrawal was also processed successfully.
December 30, 2024: The third withdrawal was requested but was not processed.
December 31, 2024:
The fourth withdrawal was successfully processed.
The fifth withdrawal, made on the same day, was not processed.
January 2, 2025: I contacted the casino’s support team and was informed that the time frame for the third and fifth withdrawals had expired because the operator had not processed them on time. I requested to cancel these withdrawals and resubmitted new ones.
Current Issue:

January 3, 2025: The day after submitting the new withdrawals, I was informed that my funds were blocked and my account was under investigation.
At the moment, all my withdrawals (a total of $2500) are frozen.
The casino has not provided any details as to why my funds were blocked or why the investigation was initiated.
The support team only states that the investigation is ongoing but does not provide any estimated timeline for resolution.
Why I Believe the Situation Is Unfair:

My previous withdrawals were processed without issues for the same games I am currently playing.
I have not used any bonuses or promotions that could be the source of the problem.
I have received no clear explanation for why my funds have been blocked, and there is no information regarding the nature of the investigation.
Request: I kindly ask for assistance in resolving this issue and recovering my funds. Additionally, I would like a clear explanation as to why the investigation was initiated and why the casino is not providing any timeline for its resolution.

AskGamblers
Posted on January 10, 2025

Dear Lucky Whale Casino,

Please let us know if there are any updates regarding this ongoing complaint.

Please note that, in case you fail to respond within the given timeframe, we will consider your case unresolved and it will be closed accordingly. As a direct consequence of such closure, the operator's ranking score on AskGamblers will be decreased accordingly.

Thanks in advance for your cooperation.

AskGamblers
Posted on January 14, 2025

Dear all,

This complaint has been reopened as per the submitter's request and the AskGamblers Complaint Team would like to give it one more try and help both parties involved in the dispute reach a satisfactory resolution.

AskGamblers
Posted on January 28, 2025

Dear all,

This complaint has been reopened as per the submitter's request and the AskGamblers Complaint Team would like to give it one more try and help both parties involved in the dispute reach a satisfactory resolution.

Posted on January 28, 2025

It's already 26 days without any explanation. I was only informed on chat that my case its priority in their team but I already heard it some time ago.