Whale.io Casino - Player is unable to claim cashback from casino.

I played on whale for a good time on 02/07 and lost about 50 TON (Crypto) + 0.13 SOL, which rounds about 155-160 USD Total

They advertise their cashback/loss back promo on their site and since i lost a lot i waited for it

ended up i got it on my email for 7.85 (no currency specified so i assumed it is TON) but i couldnt claim it and im contacting support to check if they can credit but their response came automatic and not helpful at all

I liked the casino and im still trying to solve it through their support but with no success, so since they respond here the other complaints i hope we can solve it in a friendly and efficient way

I have completed KYC and even got their free case for it

Hello,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem.

To better understand the situation regarding your cashback/loss back promotion, could you please provide more information by answering the following questions:

• Did you receive any specific terms regarding the cashback promotion at the time of your loss?
• Could you please send me a link to the cashback bonus you have not received?
• What steps did you take when attempting to claim your cashback? Were there any error messages?
• Have you received any other communication from casino support regarding your issue?
• Have you received any cashbacks from this casino before?

I hope we will be able to help you to resolve this issue as soon as possible.

Thank you in advance for your reply.

Best regards,

Veronika

Important Notice: Casino.Guru will never ask you to make payments or grant access to your accounts in order to complete KYC on your behalf. If anyone claims to be from Casino.Guru and requests such information, do not share anything with them.

All communication from us will be through this official complaint thread or the official email addresses provided in your case. Please always check the domain of any email you receive and verify that it truly comes from us. You can confirm this by clicking on your complaint resolver’s profile.

If you notice anything suspicious, don’t hesitate to reach out to us directly.

Thank you for your patience, and stay safe.

Did you receive any specific terms regarding the cashback promotion at the time of your loss?

as i can see no specific terms, its a normal lossback, i will probably say it might have 1x wagering in the worst scenario

Could you please send me a link to the cashback bonus you have not received?

https://whale.user.com/emails/c/rZdzJW9M8dLUaWo36gk/?to=https%3A%2F%2Fwhale.tg%2Frewards

What steps did you take when attempting to claim your cashback? Were there any error messages?

I opened the link and went to every single possible place it might be on my account, like the rewards button where i claimed the freebet they gave me on the free case uppon KYC, no error message or anything, its like opening the normal site link while being redirected to rewards without getting anything

Have you received any other communication from casino support regarding your issue?

All times i tried to contact i was answered by an AI bot and after a lot of discussion with this bot it would open a ticket that i couldnt ellaborate much or reply to human supports message, which in both tickets were the exact same and were regarding the time the bonus gets released

"Hello!👋

​

Cashback is usually released and becomes claimable around 12:00 PM UTC ⏰, but sometimes it may appear a bit earlier 🕒.

​

We kindly ask you to wait a bit, once the cashback is released.🙏🏻

​

Feel free to check your account around that time.🐋

​

Thanks for your patience and understanding! 🙏💙"

Have you received any cashbacks from this casino before?

I wouldnt consider a cashback since i got it on signup after doing KYC, but i got a freebet of $5 on the KYC case + 20 Free Spins of 20 cents on a slot, but it came on other email so it isnt the same cashback we are talking

If you feel any other information is needed just let me know

Adding the Free Spins email and the actual cashback email so no doubts regarding it being the cashback are made

OBS: as i stated earlier, this cashback might be in other currency, i assumed it was TON since most of the wagering was done through it and it wasnt specified on the email, but they do offer USD as i currency and some games use it

Am I correct in understanding that you do not see the cashback in your personal profile, so you are not sure that you even activated it?

I dont think so, i checked every single place on the site related to profile and claim of rewards (rewards page + inventory) and both there were no cashback, in theory it should have been added on my account by opening the email, or added automatically like the FS which i could use with no issues by only opening the slot.

I even tried looking for support but its unhelpful, basically an AI who replies vague answers and when i finally talk to a human, they send vague answers that dont even are related directly to my issue

The cashback offer in your email was available for 24 hours only. Could it be possible that you did not claim your cashback bonus on time?

What response have you received from live chat regarding the uncredited cashback bonus? Please forward me the screenshots of your communications with live casino agents.

Dear cryptoskinscsgo,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

Yeah, i tried to claim within the 24hrs period but simply nothing happened

at first i thought i would just need to wait for some timer or the day to end after clicking it to credit on my account but that didnt happened, which triggered me into contacting their support and getting twice the same message that i sent above:

"Hello!👋

​

Cashback is usually released and becomes claimable around 12:00 PM UTC ⏰, but sometimes it may appear a bit earlier 🕒.

​

We kindly ask you to wait a bit, once the cashback is released.🙏🏻

​

Feel free to check your account around that time.🐋

​

Thanks for your patience and understanding! 🙏💙"

I want to apologize for the late answer, and i will be forwarding the screenshots of their answers on the next message

Got some attachment errors while adding them here so i sent them to your email

Sorry for the inconveniece

Thank you for your patience and for providing additional details regarding your issue.

We have reviewed the cashback offer you mentioned, including the content of the promotional email. According to the information available, the cashback bonus was time-limited and had to be claimed within a specific 24-hour period. Unfortunately, we have not received any evidence that the bonus was successfully activated on your side within the required timeframe.

Additionally, we were unable to verify any technical error on the casino’s side that would have prevented you from claiming the cashback. While we understand that the automated responses from customer support may have been frustrating, we have no grounds to request manual crediting of the cashback when the eligibility and activation conditions were not demonstrably fulfilled.

For these reasons, we are unable to uphold your complaint and are closing the case as rejected.

We appreciate your understanding.

Best regards,

Veronika