Whale.io Casino - Player's verification is delayed.

SCAM, SCAM, SCAM!!!

I have documented proof and I’m ready to share it with anyone who doesn’t believe me. Be careful.

My account is *******.

I have screenshots from the support chat on the site where a representative actually threatened me. When I asked if this was a scam, he replied: "Do you want it to be a scam?"

He also said they would contact me sometime in the future — which is obviously not a real answer.

Go ahead, prove to me that you’re not scammers.

I personally know three other people whose money is currently stuck with you because of the exact same excuse.

Important notice:

Casino Guru will never ask for payments or access to your accounts to complete KYC. If someone claims to be from Casino Guru and does that, do not share any information.

We only contact players through this official complaint thread or via @casino.guru e-mail addresses. Always check the sender’s domain and verify your complaint resolver’s e-mail address by clicking on their avatar visible inside the official complaint thread.

If anything seems suspicious, contact us directly.

Stay safe.

Hello,

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

Please understand that KYC is a very important and essential process, during which the casino makes sure that the money is sent to the rightful owner. As they don't have the luxury of being able to physically see all of the players and check their identification and documents, this is the only way gambling establishments are able to complete the verification procedures. None of the serious and licensed casinos take KYC lightly, and it might take a few working days to complete this thorough process.

• Could you please list which documents you have already provided, and when exactly you sent the last one?
• Have you provided all the required documents as soon as possible and in the correct format?

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

Best regards,

Tomas

Hello Tomas,

Thank you for your response and for looking into my complaint.

I fully understand the importance of the KYC process and I have cooperated with all their requests.

I completed full verification and provided every document they asked for.

The documents I submitted include:

Passport

Selfie verification

Video verification

Photos requested by support

Bank documents

Proof of address

Proof of wallet ownership

Crypto purchase receipt

Any additional documents they requested

I provided all the documents in the correct format and as quickly as possible.

After submitting everything, I was informed that the verification process would take up to 72 hours. However, it has now been approximately 6–8 days and I have still not received any response or update from the casino.

At this point, support is also not responding to my messages.

I have full documentation of the entire process, including screenshots and records of the conversations, and I am ready to provide any evidence required.

Thank you for your help in resolving this issue.

Best regards.

When I started investigating and looking into this further, I was surprised to discover that there are many other cases similar to mine. They are currently holding $440,000 belonging to someone from my city under a different excuse, but the situation is essentially the same - there is also no response.

Their license is about to expire soon, and this might be the reason they are trying to collect as much money as possible before disappearing.

I would strongly recommend lowering their rating so that players are not misled.

Thanks for the detailed explanation.

Did the casino approve your verification since your last post?

If the issue persists, share any relevant recent correspondence with the casino that supports your complaint.

My email is tomas@casino.guru

Dear koko331,

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.

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