Whale.io Casino - Player claims that payment has been delayed.

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Dear carsonlean,

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

Update, 14 July - correction and formal request:

After the reset, I completed the ENTIRE Level 2 flow this time: all documents and the selfie were submitted successfully. At the end, the result was "Unfortunately, we couldn't verify you" — with no reason given.

I formally request:

1. The exact rejection reason (Sumsub rejection label) for my applicant profile. I am entitled to know why the verification failed.

2. A manual KYC review. You already hold all four categories of documents I submitted at your request, and I remain ready for a live video verification call.

For clarity: of the 245.56 USDT balance, 150 USDT is my own deposit — the transaction record is already in your possession as part of the proof-of-wallet documents I submitted. There are no circumstances under which withholding a player's own deposit is justified.

Declaring a rejection with an undisclosed reason my "last attempt" is not acceptable. My complaints at Casino.Guru and under your Anjouan license (ALSI-202503012-FI1) remain open; I will close them as resolved once my identity is confirmed and my withdrawal of 245.56 USDT is processed.

Update, 15 July - FINAL REFUSAL: The casino has confirmed in writing that my account "will remain restricted" and "withdrawal of funds is impossible", that no further verification attempts or resets are available, and that the result "cannot be manually changed". My direct written question - whether they would at least return my own 150 USDT deposit - was ignored, and the support ticket was closed. At no point in this dispute has any reason for the rejection been disclosed. Direct resolution is now exhausted, and there is no pending process left on the casino's side - I kindly ask that this complaint be reviewed at the earliest opportunity.

Dear carsonlean,

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! Last update 15 July. I cannot withdrawal my money

Update, 15 July - FINAL REFUSAL: The casino has confirmed in writing that my account "will remain restricted" and "withdrawal of funds is impossible", that no further verification attempts or resets are available, and that the result "cannot be manually changed". My direct written question - whether they would at least return my own 150 USDT deposit - was ignored, and the support ticket was closed. At no point in this dispute has any reason for the rejection been disclosed. Direct resolution is now exhausted, and there is no pending process left on the casino's side - I kindly ask that this complaint be reviewed at the earliest opportunity.

Dear carsonlean,

Thank you very much for submitting your complaint.

To better understand your case, I would like to ask you a few questions:

• Could you please confirm whether you played casino games, sports betting, or both?
• Did you accumulate your winnings with or without an active bonus?
• Could you please send me all communication you have had with the casino regarding your verification process, including any emails or chat transcripts? You may send them to karla.m@casino.guru.

Thank you very much in advance for your cooperation. I look forward to your reply.

Karla M.

I sent everything on mail

Dear carsonlean,

Thank you for your cooperation and for providing all the necessary information. I truly appreciate the time and effort you’ve taken to share everything with us so far.

Your complaint will now move to the next stage of our process and be handled by your dedicated Resolver, Jana, (jana.k@casino.guru) This is a standard step in our procedure, as the Resolver will take over communication with the casino directly and manage your case from this point onward.

No action is required from you right now. Your Resolver will reach out through this thread if any additional details are needed. You can rest assured that your case is in very capable hands.

I wish you the best of luck and hope your case will be resolved to your satisfaction soon.

Kind regards,

Karla Mayfly

Dear carsonlean,

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 Whale.io 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.

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.

Okay, thank you very much

I have made several attempts to contact the casino without success. Unfortunately, it seems that there is limited progress we can achieve without their cooperation. As a result, I will have to mark your complaint as "unresolved" in our system. I understand that this may not be the ideal resolution for your situation. However, the impact of unresolved complaints on the casino's rating may encourage them to reconsider their approach. Should the casino decide to respond, we will reopen the complaint, and you will be promptly notified via email. In the meantime, I encourage you to reach out to the Anjouan Gaming Authority (the validator listed on the website) to file a complaint with them, as they have additional resources and tools available to assist players. If you require assistance in submitting your complaint or if you would like to share their response with me, please feel free to do so at my email (jana.k@casino.guru). I sincerely apologize for not being able to provide more assistance on this occasion.

Best regards,

Jana

At the request of Whale.io Casino, we have reopened this complaint. Our intention is to provide this case with an additional opportunity for resolution, and to assist both parties in achieving a satisfactory conclusion.

Dear carsonlean,

Thank you for bringing this to our attention. After reviewing your case, I want to sincerely apologize - our support agent gave you incorrect information when they indicated that nothing could be done regarding your situation, even after the level 2 verification was not completed. This was not handled correctly on our part, and I take full responsibility for that.

We would very much like to make this right for you. Please reach out to us through our support chat and ask for Mike, who will personally ensure that your case is resolved properly.

Once again, I sincerely apologize for the frustration and inconvenience this has caused you. We are committed to making sure you have a positive experience with us going forward.

Best regards,

Whale.io Support Team

Hi,

Thank you for your patience while we looked into this thoroughly - this went through a full review process internally.

I want to be upfront with you: your account did not pass Level 2 verification, and as a result, we're unable to process a withdrawal from your account at this time. Having a balance on your account doesn't by itself entitle you to withdraw it - that's always conditional on successfully completing the verification required for your account.

Where verification isn't completed successfully, we're entitled to restrict withdrawals for as long as we consider necessary, and in some cases we may not be able to share the specific reason behind this or a timeframe for resolution - this can include situations tied to compliance obligations we're required to follow, sometimes by law.

Best,

Whale.io Support

Dear Whale.io Casino representative,

I hope this message finds you well. I would like to kindly inquire about the details of Level 2 of the verification process. Specifically, could you please specify which documents are required from the player to complete their account verification? This information will assist the player in providing the necessary documentation and facilitate the withdrawal process. Thank you for your continued support and cooperation in this matter; it is greatly appreciated.

Hey,

Thank you for reaching out. Based on the current verification flow, Level 2 Verification requires:

Identity document - a valid government-issued ID (passport or driver's license)

Selfie check - a live selfie verification matching the ID

Whether the verification passes is determined by SumSub, our third-party identity verification provider. Our team then confirms this status on the account once SumSub's review is complete.

SumSub did not approve the user's information; they cited AML reasons, so the restrictions remained in place on our end.

Best regards,

The Whale Team

But what real reason for declined it, im just few days before it done verification from Sumsub to Cloudebet.com and evrtyhing was fine

Hey,

If the SumSub verification doesn't go through, then in that situation there's nothing more we can do except let you try again. You were allowed to try the verification again, but SumSub isn't letting you through for the reasons mentioned above.

Unfortunately, there isn't really anything we can do about it on our end.

Best regards,

The Whale Team

Dear Whale.io Casino representative,

I hope this message finds you well. In order to assess this complaint fairly, I kindly request that you provide the supporting verification evidence to my email at jana.k@casino.guru. Specifically, I would appreciate the following information:

1. The detailed Sumsub report or dashboard record demonstrating the exact rejection status, risk findings, and review timeline.
2. The casino’s independent assessment along with the concrete basis for maintaining the restriction.
3. The account ledger confirming the current balance and intended treatment of the player’s deposited funds.

Your ongoing support and cooperation in this matter are greatly appreciated.

Hey,

I sent you an email.

Best regards,

The Whale Team

Dear Whale.io Casino representative,

Thank you for your message. While we appreciate the information you have provided, it is not sufficient for us to move forward at this time. Could you please send any screenshots or valid documentation that can support your statements? You can send them to jana.k@casino.guru. Your continued support and cooperation are greatly appreciated.

Hey,

Answered by email.

Whale.io Support