Hi,

I'm reaching out today mainly because of the amount that is being approved for withdrawal from betwhale. I currently have over $11k with them. I'm trying to withdraw, the max amount I can request each time is $2500. They eventually get back to me and advise me that $300 has been approved. When I ask why they say the following 'While larger withdrawals may initially be split into smaller increments, consistent account activity, such as wager frequency and amounts, can influence future adjustments to these limits.'. I've never seen this from another site. It's not like they agreed to 2500 and they send me 5 payments over a few days. They approved 300 and I have to wait and then request a payment again. I've emailed them numerous times explaining I just bet over $20k to clear their bonus and I've made numerous deposits, but nothing ever changes. I would like my money, but they're sending me only 300 every 2-3 weeks. At this rate it can potentially take 2 years to get my funds, this is simply unacceptable. They'll gladly take several thousand from me in deposits over a few weeks, but when I try to withdraw they only send me 300 instead of the 2500 requested. I hope you can help get this issue resolved. I appreciate any help you can offer.

Dear mgoss91,

Thank you very much for submitting your complaint. We are sorry to hear about the issue with your withdrawal and understand your concern. However, please bear in mind that it’s quite usual for withdrawals to take a couple of days or even weeks to get fully processed. This means that it may take some time before your money appears in your account. This delay may be caused by unfinished KYC verification or a high volume of withdrawal requests.
That’s why we advise players to be patient, cooperate fully with casino, and wait at least 14 days after requesting their withdrawals before submitting a complaint.

If your account has been successfully verified, your game history checked, your withdrawal approved by the casino, and you still haven't received your winnings by 14 days since requesting the withdrawal, we will intervene and do our best to help you.
Thank you in advance for your patience and understanding.

Best regards,
Complaints Resolution Center


PS: Our initial response was generated based on the information you provided when submitting your complaint. If there has been any misunderstanding and the issue is different or more than just a delayed payment, please rest assured—we will review the details thoroughly and get back to you as soon as possible. Thank you for your patience.

Dear mgoss91,

I hope you are doing well. As the recommended time frame has now passed, could you kindly update us on whether your withdrawal has successfully been received or if there have been any new developments regarding your case? Thank you for your time, and I look forward to your response.

Hello, my withdrawal has been received (requested 2500 only approved for 300. My issue is the amount they're paying. At this rate it will take well over a year to get my money which does not seem reasonable. I've seen other cases where you've been able to get the sportsbook to increase the amount. I'm hoping the same can be done here. If they were sending me the 2500 as requested, the timeframes would be fine, but they're sending such a small amount. Thanks for your help.

Dear mgoss91,

Would it be possible to forward the communication between you and the casino related to this case and a screenshot of your withdrawal window from the casino to [email protected]?

Awaiting your response.

Regards,

Nick

Hi Nick,

I've sent you the requested items by email. Let me know if you need anything else. All I want is to be paid in a reasonable timeframe. I hope you can help. Thanks

Thank you mgoss91 for all the information provided so far. I will now forward your complaint to my colleague Jana ([email protected]) who will be assisting you from now on.

Wish you best luck resolving it.

Regards,

Nick

Dear mgoss91,

My name is Jana and from now on, I will assist you with resolving your complaint. I am sorry to hear that your withdrawal has been delayed. I will contact the casino and try my best to resolve the issue as soon as possible.

Now I would like to invite BetWhale Casino representative to join this conversation and participate in the resolution of this complaint.

Dear casino, could you please state the reason why the player's withdrawal has not yet been processed?

Thank you in advance for providing the information.

Hi, the withdrawal being processed in a timely fashion is only part of the issue. The biggest issue is that I request 2500 and they only approve $300. With payments every 2-3 weeks it will take me over 18 months to get out my money. This is not acceptable. I need to be paid he amount requested. In the email I had forwarded to you, I was told I need to bet AND deposit more, to be approved for a higher amount. How does that make sense? I'm trying to withdraw, not give them more money.

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.

Hi, I don't know how you reach out to them, but this is the email for their billing department [email protected]

Thanks

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 its side. Since the casino operates without a valid license and doesn't refer to any ADR service, there is no gaming authority to turn to.

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 could 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.

I can only recommend you choose casinos by their reviews and ratings in the future to avoid situations like this. I am sorry we could not be of more help on this occasion.

Best regards,

Jana