The player from Indonesia's account was permanently blocked following a withdrawal attempt, with the casino citing violations of platform policies related to opposite betting. He believed this was a false claim to deny him access to his funds. The Complaints Team was unable to proceed with the investigation due to a lack of response from him, leading to the closure of the complaint. The player was informed that he could reopen the complaint in the future if he chose to resume communication.
Whale.io Casino - Player's account has been permanently closed.
Closed
Our verdict
Player stopped responding
Amount: 35 USD₮
Whale.io Casino
Safety Index:Above averageCase summary
Discussion
Public
Public
9 months ago
Hello, I was blocked by the casino when I tried to withdraw money.
After I contacted technical support, they replied: "Account Closure Notification
Following a detailed review, we have identified activity on your account that violates our platform’s policies. In your case, opposite betting was identified. As a result, your account has been permanently blocked.
This decision is final and the account cannot be reinstated or reopened.
We appreciate your understanding", which is a lie to take my money!
Public
Public
9 months ago
Hello,
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?
- How did you learn about your account being blocked?
- 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?
- 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
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.
Public
Public
9 months ago
Dear briandane,
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.
Public
Public
9 months ago
We regret to inform you that, due to the lack of response from the player to our messages, inquiries, and reminder, we are unable to proceed with further investigation or provide potential solutions at this time. As a result, we must close this complaint for the moment.
However, please note that the player retains the option to reopen this complaint at any time in the future should they choose to resume communication. We remain open and ready to assist in resolving the matter should the player decide to reach out again.
Thank you for your understanding.
Best regards,
Tomas
Casino.Guru
