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

18 декабря 2024 я пополнил свой игровой аккаунт на сумму 1000 USDT. Деньги были успешно зачислены на мой баланс, однако буквально сразу же, в течение той же минуты, мой аккаунт был заблокирован. Я даже не успел совершить ни одной игровой операции или вывести средства.

Сразу после блокировки я обратился в службу поддержки. На тот момент у казино еще работал Telegram-канал поддержки. Сотрудники поддержки сообщили мне, что для разблокировки необходимо предоставить документы, подтверждающие личность и происхождение средств.

Я в кратчайшие сроки предоставил полный комплект документов: паспорт, прописку и подтверждение происхождения денег. После этого последовал долгий игнор со стороны администрации казино. Спустя длительное ожидание мне пришел ответ, что мой аккаунт «безвозвратно заблокирован», при этом какой-либо конкретной причины блокировки мне так и не сообщили.

Я неоднократно пытался повторно обратиться за разъяснением и восстановлением аккаунта. Через несколько месяцев я направил еще одно заявление, однако снова получил лишь игнор и тот же ответ: аккаунт заблокирован без возможности восстановления и без объяснения причин.

На сегодняшний день прошло уже около 6–7 месяцев с момента пополнения счета и блокировки аккаунта. На протяжении всего этого времени мои деньги — 1000 USDT — остаются у казино, при этом воспользоваться ими я не могу и обратно их получить также невозможно.

Dear joiin,

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 before your account was blocked?
• Was there any deposit or play activity on your player's account before the deposit of 1000 USDT?
• What kinds of documents confirming your identity and the origins of funds have you provided?
• When was the last time you were in contact with the casino regarding the status of your account?
• Could you please share with me your communication with the casino regarding the reasons for account closure and withholding of your funds as evidence? 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

Please note that Casino.Guru will never ask for any payments or request access to your accounts. If anyone claims to be Casino.Guru personnel and asks for such actions, do not provide any information.

The only legitimate way we will contact you is through this official complaint platform or via the email addresses provided in your complaint thread.

Stay cautious and contact us directly if you have any doubts.

1) Я зарегистрировался и примерно через 3–5 минут пополнил баланс. До блокировки аккаунта я не играл и не проводил других действий.

2) До депозита в 1000 USDT не было никаких других депозитов или игровой активности.

3) Я отправил фото своего лица, государственный документ о наличии недвижимости, хеш-транзакцию и скриншот отправления средств.

4) Последний раз связывался с казино несколько месяцев назад, ещё когда основное общение шло через Telegram.

5) Большая часть переписки исчезла после блокировки Telegram-аккаунта казино, но у меня сохранились некоторые фрагменты переписки, которые я пересылал друзьям. Их могу предоставить, а также показать ошибку, которая появляется при попытке открыть старый чат.

Thanks for your reply

Were you in contact with the casino prior to filing a complaint here so that you may provide us with a more recent communication regarding the reasons for withholding of your balance?

Hello, thank you for your reply.

Of course I would like to write to technical support, but there is simply no such opportunity in the casino.

To write to support, you need to be an authorized user, and to be logged into your account, you need to remove the ban, which can only be removed through support.

They have no other means of communication..

Have you contacted the casino at support@whale.io regarding the return of your funds or the clarification regarding the status of your account?

Please let me know the result of your attempts at contacting them.

Hello, I sent a letter about the problem, but I still haven't received a response from the casino within 6 days...

Thank you very much for providing the necessary information. I will now transfer your complaint to my colleague Stefan (stefan.m@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.

Dear joiin,

I am so sorry to hear about your problem with the casino. I will contact the casino and try to resolve the issue as soon as possible.

Now I would like to invite a Whale.io Casino representative to join this conversation and participate in resolving this complaint.

Dear Whale.io Casino,

Could you comment on the situation?

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.

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. 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 might 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. However, the GCB states on its website that they do not handle individual disputes between players and gaming operators. It seems the regulator will only pay attention to complaints regarding potential violations of law. It is possible to contact the GCB via this contact form. I am sorry I could not be of more help on this occasion.

Best regards,

Stefan, Casino.Guru

We’ve reopened this complaint at the request of Whale.io Casino. We would like to allow this case one more chance to be resolved and help both parties involved to reach a satisfactory conclusion.

Dear Whale.io Casino,

Could you comment on the situation?

Thank you in advance for providing the information.

Hey,

I can send you the details by email, if that's okay?

Whale.io Support

Dear Whale.io Casino,

Thank you for your prompt response and collaboration.

Please feel free to send the details to my email address stefan.m@casino.guru.

I look forward to hearing from you soon.

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.

Hey Stefan,

We sincerely apologize. We offered to send the details by email, but that email was never sent. That was our mistake, and we’re sorry for the delay it caused both you and the player.

To locate the correct account and review the closure properly, could the player please provide:

The email address and/or Telegram username registered on the account

The transaction hash of the 1000 USDT deposit made on 18 December 2024

As soon as we have these, we will review the case.

Whale.io Team

Dear joiin,

I hope this message finds you well. Could you please provide the casino with the requested information?

I greatly appreciate your cooperation and look forward to your response.