Withdrawal of 36128 USD pending for 9 days after full KYC verification

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.