Whale.io Casino - Player’s account has been closed without explanation.

Hello. I registered on the site, played in the casino. I replenished my account with different amounts (500USDT and 300, 400), the last time I replenished my account with 250USDT, placed a bet in the casino for the entire amount at once - won. I put it on withdrawal, my withdrawal was processed for a very long time. Then I was kicked out of my account. When I try to log in again using the code that comes to the mail - I am constantly kicked out as if the login was not made. I contacted technical support through the chat on the site, there they told me that I broke some rules, I still do not understand which ones. Can't I replenish my account with different amounts? Can't I play in the casino? Can't I withdraw the entire amount at once? What rules did I break? They just blocked me and won't return my money! Please help me get my money back.

The amount I have on my account is: 524 USDT

My email: [removed by casino.guru admin]

Dear player,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with Whale.io Casino.

Please allow me to ask you a few questions so I can better understand the situation.

• Could you please advise how long you were a player at the casino and when exactly your account was blocked?
• Did the casino justify the closure of your account and balance confiscation? Did they cite any rules?
• What games did you play to accumulate your current balance in the casino? (slots, live games, betting on sports)
• Did you achieve your current balance with the help of a bonus?
• Have you passed account verification? Have you submitted any documents required for verification?
• Could you please share with me your communication with the casino? Send emails or chat transcripts to my email at tomas@casino.guru, or post screenshots here

I hope we will be able to help you resolve this issue as soon as possible. Thank you very much in advance for your reply.

Best regards,

Tomas

• Registered on May 13, blocked on May 22.
• They didn't refer to any point of the rules. They just said that I broke the rules, but it's not clear what rules.
• The last time I bet was on live games.
• I did not reach my current balance with the bonus. (I replenished my account with 250USDT, made one bet, it became 500USDT + 24USDT I had on my balance)
• No, I did not provide any documents.

Thanks for your reply.

Could you please specify which live games you played? (roulette, blackjack, baccarat, etc.)

I bet on cyber sports (Dota2), my limits were cut. I went to try my luck at the casino.

I bet on baccarat.

Thank you very much, if86206, for providing the necessary information. I will now transfer your complaint to my colleague Branislav (branislav.b@casino.guru) who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.

Hello, if86206,

I am sorry to hear about your unpleasant experience. I will contact the casino and try my best to resolve the issue as soon as possible.

Now I would like to invite the casino representative to join this conversation and participate in resolving this complaint.

Dear Casino Representative,

Could you please explain the player's situation in more detail? Why has the user's account been blocked/closed?

If we are talking about a breach of the casino's Terms and Conditions and any portion of the winnings/balance was confiscated, is the casino able to substantiate its claims and decision with relevant evidence and rules applied?

Feel free to send the necessary details and supporting evidence to my email address (branislav.b@casino.guru).

Thank you.

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!

Thank you for writing!

User's if86206 account is blocked, because of opposite betting in Baccarat. Whale.io does not allow opposite bets and if we see such a behaviour we permanently close those accounts.

We can see there is two identical accounts which are connected to each other with same deposit amounts and bet placed in the same game exactly at the same time (21st of May, 17:58 ).

As stated before, in the section 15 of our Terms and Conditions, we reserve the right to suspend or terminate accounts found to be in breach of our platforms's rules

Read more here: https://whale.io/terms-and-conditions.

Best regards,

Whale.io

Thank you for your response and the clarification, Whale.io Team.

"If we are talking about a breach of the casino's Terms and Conditions and any portion of the winnings/balance was confiscated, is the casino able to substantiate its claims and decision with relevant evidence and rules applied?

Feel free to send the necessary details and supporting evidence to my email address (branislav.b@casino.guru).

Thank you."

Looking forward to hearing from you.

Hi Branislav!

Supporting evidences were sent to your email.

Best regards,

Whale.io

Dear Whale.io Team,

I replied to your email and requested further details, waiting for your response.

Thank you. Looking forward to hearing from you.

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.

Greetings all,

I am extending the timer until Friday. I pinged the casino and reminded the case via email, waiting for the requested.

If no one from the casino contacts us back or comments on the thread with relevant information until the end of the current timer, the case will be closed in accordance with the information in my previous post.

Thank you for your patience and understanding.

Dear if86206,

After reviewing all the necessary information and details from the casino, we decided to close this complaint as unjustified due to a violation of the casino's terms and conditions - the casino was able and willing to support their claims about opposite betting in the same Baccarat game with another gaming account/user (multiple accounts/collusion), which is strictly prohibited and indicates a serious fraud.

The casino acted in accordance with its terms and conditions you accepted upon registration(s).

If you are not satisfied with the complaint solution, I recommend you consult the gambling authority that the casino is regulated by or an ADR, if the casino states it on its website. In case of any questions, feel free to write to me at branislav.b@casino.guru.

Thank you very much, Whale.io Casino Team, for providing information and for your cooperation!

Best regards,

Branislav, Casino.Guru