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Withdrawal 501.1461 USDT was returned to the sender's wallet due to AML, the ticket was mistakenly closed as "Resolved"

Problem Description:

On June 6, 2026, I requested a withdrawal of 501.1461 USDT to my external address:

https://bscscan.com/address/0x75046d1928A6f10Be7334dc8Ff540bD3B28D953F#tokentxns

The withdrawal was processed through the payment provider Antarctic Wallet.

However, the transaction was cancelled due to an AML check ("suspicious activity"). The funds were returned to the casino wallet that processed the payout.

Transaction proofs:

Outgoing transaction from whale.io to my address:

https://bscscan.com/tx/0x407ee3938f9cbd7943ee19abfc75db577944005ec1b8a4a022e1e4c7392606f0

Refund transaction back to your casino wallet:

https://bscscan.com/tx/0x66728915c67bb273c468282100227996a76ebacc7fb4e4587b8ec911444e0944

I have provided screenshots from Antarctic Wallet confirming the cancellation and refund.

I've been communicating with live chat support (operator Anna) for several days. However, today my ticket was suddenly closed with the status "Resolved," even though the 500.50 USDT hasn't been credited back to my Whale.io balance.

I'm very worried about this situation. The funds were successfully returned to Whale.io, but they still haven't been returned to my account.

I'm not accusing the casino of cheating; the withdrawal was approved immediately! However, the money was returned to the casino account, and I'd like it back to my casino balance.

My account details: USER ID 21298908

I have been waiting for more than 2.5 days and am counting on a quick resolution to the issue.

Thank you in advance for your prompt resolution.

Sincerely, owakasaskks

Вывод 501.1461 USDT был возвращён на кошелёк отправителя по причине AML, тикет ошибочно закрыт как «Решённый»

Описание проблемы:

6 июня 2026 года я запросил вывод средств в размере 501.1461 USDT на свой внешний адрес:

https://bscscan.com/address/0x75046d1928A6f10Be7334dc8Ff540bD3B28D953F#tokentxns

Вывод обрабатывался через платёжного провайдера Antarctic Wallet.

Однако транзакция была отменена из-за AML-проверки («подозрительная активность»). Средства были возвращены обратно на кошелёк казино которое осуществляет выплату.

Доказательства транзакций:

Исходящая транзакция от whale.io на мой адрес:

https://bscscan.com/tx/0x407ee3938f9cbd7943ee19abfc75db577944005ec1b8a4a022e1e4c7392606f0

Транзакция возврата средств обратно на ваш кошелёк казино:

https://bscscan.com/tx/0x66728915c67bb273c468282100227996a76ebacc7fb4e4587b8ec911444e0944

Я предоставил скриншоты из Antarctic Wallet с подтверждением отмены и возврата средств.

Я общался с поддержкой в live-чате (оператор Anna) несколько дней. Однако сегодня мой тикет внезапно закрыли со статусом «Вопрос решён», хотя 500.50 USDT так и не были зачислены обратно на мой баланс в Whale.io

Я очень переживаю в связи со случившейся ситуацией. Средства успешно вернулись к Whale.io, но до сих пор не возвращены на мой аккаунт.

Я не обвиняю казино в обмане, вывод был одобрен моментально! Но деньги вернулись на счёт казино и я хотел бы получить их обратно на свой баланс казино.

Данные моего аккаунта: USER ID 21298908

Я уже жду более 2,5 дней и рассчитываю на быстрое решение вопроса.

Заранее благодарю за оперативное решение.

С уважением, owakasaskks

Important notice:

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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.

Dear owakasaskks1,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please allow me to ask you a few questions so I can fully understand the situation.

• Could you please confirm that your account is fully verified?
• Have you accumulated your winnings with or without an active bonus?
• Could you please forward all relevant correspondence between you and the casino to jean.s@casino.guru? If it’s more convenient, you may also post screenshots here.

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

Best regards,

Jean

We'd like to inform everyone following this case that the player has marked this complaint as resolved using the dedicated button.

Dear owakasaskks1,

We are pleased to hear that your issue has been resolved. We will mark the complaint as 'Resolved' in our system. Thank you for your cooperation and confirmation. If you experience any future issues with this or any other casino, please don’t hesitate to reach out to our Complaint Resolution Center. We are here to assist you.

As always, our services are free of charge, and we do not accept any gratuities. However, we would greatly appreciate it if you could take a moment to share your experience with our services on Trustpilot: https://trustpilot.com/evaluate/casino.guru. Your honest review, along with any suggestions for improvement, would be incredibly valuable. It can also help others who are considering contacting us for assistance with online casino-related matters.

Thank you in advance for your time and feedback.

Best regards,

Jean