Withdrawal denied account verification delay

Hello AskGamblers team,

I would like to submit a complaint against Whale Casino regarding my delayed withdrawal.

I requested a withdrawal, but the casino did not process it and asked me to complete additional verification. I fully cooperated and provided all requested documents and information, including:

Proof of Address
Proof of Crypto Ownership
Source of Funds explanation
Selfie verification with my government-issued ID

After I submitted everything, the casino support informed me that my documents were forwarded to the relevant department and that the review would be completed within 72 hours.

However, the 72-hour timeframe has already passed. I contacted live support several times, but they only keep saying that the matter is still under review and that they will get back to me as soon as possible. They do not provide any clear updated timeframe, explanation, or confirmation that anything else is required from my side.

It has now been several days since I provided all requested verification documents, and my withdrawal is still not processed. I have fully cooperated with the casino and followed all their instructions, but the issue remains unresolved.

I kindly ask AskGamblers to help me resolve this matter. I want Whale Casino to complete the verification review and process my withdrawal as soon as possible, or clearly explain what additional information is required from me.

Thank you.

Hello,

I would like to submit a complaint regarding Whale Casino.

I have been a player on this casino for approximately 4 years and until recently I did not experience any serious problems. Recently I requested a withdrawal of 36128 USD from my account.

After submitting the withdrawal request, the casino required full KYC verification. I fully cooperated and submitted all requested documents including passport, selfie verification, video verification, proof of address, bank documents, proof of crypto wallet ownership and crypto purchase receipts.

All documents were submitted in the correct format and within the timeframe requested by the casino.

Support informed me that the verification process would take up to 72 hours.

However, it has now been 9 days since I submitted all documents and I have not received any update regarding the verification or the withdrawal. The withdrawal remains unresolved.

I contacted support multiple times asking for clarification, but I have not received a clear answer regarding the status of my verification or withdrawal. Some of the responses I received from support were also unprofessional and dismissive, which made the situation even more concerning.

My account remains active and the balance is still visible, but I am unable to withdraw my funds.

I have full documentation of the entire process including screenshots, chat conversations and proof of submission of all requested documents. I am ready to provide any additional information if required.

I kindly ask AskGamblers to assist in mediating this issue and help resolve my withdrawal request.

Thank you for your help.