Complaint #14 Lucky Whale Casino

Website unavailable and no replies to emails

By Lukas S.

10 months ago

Hello,
I would like to file a complaint against LuckyWhale casino. I would like to withdraw my whole balance of the account, which is 926 USD at the moment. The reason for the withdrawal is simple - their website is down at the moment, so I can't play there anymore, but they don't reply to any of my emails back.

For more context:
Last 2 weeks, their website had some issues - it was on and off multiple times, sports betting wasn't available, while casino was working fine etc. When I asked the live chat support about the situation, they claimed the website is supposed to be ready within 24 hours multiple times, as you can see in attachments, but then it wasn't.

Now the whole website is down for good: "Our site is temporarily unavailable. We are undergoing license renewal. Lucky Whale Casino is looking forward to welcoming you back soon. For withdrawal requests, please contact support@luckywhalecasino.com".

As you can see in the attachments, I sent them 2 emails in the past few days, both with no reply back. Based on messages on other forums and comments on their social media posts, more people experience the same situation with no hearing back from their support email.

Thanks in advance.

Disputed Casino Lucky Whale Casino

Reason Other

Amount $926

Discussion

AskGamblers

• Support Team

10 months ago

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.

Lucky Whale Casino Complaint Stats

Resolved 5 / 8

Avg. Amount $2,187

Avg. Complaint Duration 8 days

Avg. Response Time 2 days

Lucky Whale Casino Complaints

See all complaints for this casino

Casino closed with my money

______________________________________________________________________________________
I played there for several months.
The casino has closed and offers to apply for payments by e-mail. I wrote to them on July 16, there has been no response for more than two weeks!

Help me get my money back.
_______________________________________________________________________________________

Resolved

$4,310

Lucky Whale Casino- Looked like a Software glitch but now seems like an unjustified account block

I played last friday, hit on a few big wins in bonuses and managed to complete my bonus wager. I kept playing for a while, suddenly the game reloaded and displayed a “A System Error has occurred", message. Refreshed, same message. Tried again later from a different device and browser, no luck.

I reported it with chat support, no solution. Asked me to try using a VPN. I tried multiple countries as they suggested and the same result, can’t play any games from any provider. I tried to check if the sportsbooks worked and it didn’t load and displayed the message: "The player has been blocked wager". It seems like they have blocked my account for no reason or explanation. Chat support claimed that there was no blockage to my account and kept telling me they had scaled the case up and I should wait for an email response.

I decided to withdraw my money because of course I can’t use it, withdrawal has been pending all week. I am afraid that whatever was done to my account is preventing me from withdrawing my earnings.

I am not happy at the moment with the treatment and the problem solving provided by their customer support.

Resolved

$6,000

Blocked withdrawals and two month investigation

I played at this casino, and there were even successful withdrawals. But on or about January 18, I bet $1,500 on withdrawal, and 2 days later I received a refusal to pay and the funds were confiscated. The support service said that the casino is investigating my account. There is still no news on March 13. There are no records left in the deposit/withdrawal history, as the last available records are from February.
They said that I had violated the rules, but they did not explain which ones and did not provide evidence.

Unresolved

$1,500

Output delay and verification

For more than a month this casino does not pay me my usdt. In the beginning everything went well, they correctly withdrew, but after making one more withdrawal they zeroed my balance and do not pay out, referring to the check, this check lasts for more than a month. Terms from their side and any information is not available.

Resolved

Pending withdrawal ETH

I made in total 4 deposits the 24th and 25th of January, in total around 1.000 USD. I then tried to withdraw around 1.650 USD as I won on my deposits.

I did not use any bonus code.

My first attempt to withdraw was declined without any information. I then tried again and waited for over 2 days. I was in contact with customer service and they told me first that the maximum time was 24 hours to process the withdrawals. Now they dont tell me anything and tells me to wait. They can not give me an estimate for how long time it will take.

I am really afraid that this casino is a big scam. Hopefully they can prove me wrong and proceed in sending me my funds, equalling to 0.6 ETH.

Resolved

$1,650

Blocked withdrawals and lack of updates on investigation

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.

Unresolved

$2,500

Payment declined of 609 usdt

Hello, on lucky Whale casino I made 3 deposits, the first deposit 184 usdt where a bonus was activated. At the end of these (lost) funds the bonus was canceled and I decided to deposit again (second deposit 45 usdt) and to play for real money without activated bonuses because wagering is practically impossible to complete. Personal choice. The second deposit resulted in a win through a jackpot of around $1200 of which I decided to withdraw half of the 620 USDT (correctly approved) and received and to play the remainder. Then I decided to also withdraw the second part of my 609 USDT balance (DECLINED PAYMENT)
The withdrawal didn't arrive for days and I decided to make a small deposit of 10 usdt in the meantime... after which, realizing that the withdrawal still hadn't arrived, I contacted the live chat, where it was confirmed that the withdrawal had been approved but that it wasn't coming. processed due to the "countless withdrawal requests" and that I would receive the funds in a very short time.
But the withdrawal didn't arrive and I decided to write an email to technical support. The following day I received the reply from "Assigned agent: Juliana" that the proceeds were derived from an uncompleted bonus which was "objectively impossible" from the moment in which the first deposit bonus was expired and concluded, and from the moment in which the winnings were derived only and exclusively from a second deposit in real money.You can find each test attached with the screenshots I provide you. Deposit ID: (9dd0c202-02f8-4c3e-9b3e-5766be693a71) (9dcf7d8a-a33f-4910-af48-5a08c621e35e) (9dcf6a8a-d4f1-4c41-8f88-afbcd9f559dd) WITHDRAWAL ID: (9dcf914d-4269-42ce-bcc1-2f11f84df5f0 - 9dcf9367-07b8-48d5-95d5-b76cefdd801d) Now in light of these facts I ask you to help me recover my winnings because I'm desperate and I don't know what to do.
Kind regards Esmeralda.

Resolved

$609