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.