Whale.io Casino - Pelaajan tili on suljettu.

the casino closed my account and I can no longer log in, my balance is 383 usdt, of which 300 usdt is my deposit, technical support does not respond for days, they just ignore me, no letters about blocking came to the mail, help solve this problem with the casino

казино закрыло мой аккаунт и я больше не могу войти в него ,на балансе лежит 383 юсдт из них 300 юсдт это мой депозит , техподдержка не отвечает сутками просто игнорирует ,на почту никаких писем о блокировке не приходило ,помогите решить эту проблему с казино

Dear diima,

Thank you very much for submitting your complaint.

I’m sorry to hear about the issues you’re facing with your account and the lack of communication from the casino.

To better understand the situation and help resolve it, could you please provide the following details:

1. When did you last access your account before it was closed, and did you notice any issues or messages at that time?
2. Have you received any emails from the casino, even if they were unrelated to the account closure?
3. Can you confirm if you’ve been in touch with customer support via live chat or email? If possible, please forward any relevant communication you’ve had with them to petronela.k@casino.guru.
4. Are there any specific reasons or notices mentioned by the casino regarding the closure of your account or your balance?
5. What types of casino games did you play on the platform?

Your cooperation in providing these details will help us investigate and work towards a resolution.

I hope we will be able to help you to resolve this issue as soon as possible.

Thank you in advance for your reply.

Best regards,

Petronela

1) I was sitting in the account and then I just refreshed the page and I was thrown out of the account, I tried to log in again, but it didn’t work

2) I received letters to enter the account by mail, but the letter about the closure and reasons did not arrive

3) I sent you screenshots, my email from which I sent you screenshots

4) Yes, they told me the reason, but they didn’t provide any evidence for their words, and there wasn’t even a reference to their rule, I’ll tell you right away that I didn’t have any multi-accounts, this is my first account in this office

5) I went to the casino section and tried to bet on the aviator game, this is where the plane flies, and I just chose games for myself that I like, but I didn’t have time to play them because they closed my account

1) я сидел в аккаунте и потом просто обновил страницу и меня выбросило из аккаунта я попытался заново авторизоваться ,но не вышло уже

2) письма для входа в аккант получал на почту ,но письмо о закрытии и причинах не приходило

3)отослал вам скриншоты ,моя электронная почта с которой я вам отсылал скрины uinerfucrje89nu8n@mail.ru

4)да они мне назвали причину , но никаких доказательств их слов не привели ,и даже на их пункт правил неб было ссылки ,я вам сразу говорю никаких мультиаккаунтов у меня не было ,это мой первый счет в этой конторе

5)я заходил в раздел казино и пробовал ставить на авиатор игру ,это где самолет летит ,и просто выбирал для себя игры которые мне нравятся ,но я не успел в них поиграть потому что они закрыли мой аккаунт

Thank you very much, diima, for providing all the necessary information. I will now transfer your complaint to my colleague, Kubo (jakub.m@casino.guru), who will be at your assistance. I wish you the best of luck and hope your issue is resolved to your satisfaction in the near future.

Dear diima,

I'm Kubo, and I will be taking care of your complaint from now on. If there have been any new updates regarding this case since the last information provided, please let me know.

I would like to invite the Whale.io Casino's representatives to join this discussion and provide any available information to help resolve this issue.

Dear Whale.io Casino,

Could you please provide a comprehensive explanation of this case, including the reasons behind the closure of the player's account?

Thank you in advance for your response!

Best Regards,

Kubo

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.

Dear diima!

Thank you for your feedback! We’re sorry to hear about your concerns regarding your account closure. After a thorough review by our fraud team, it was determined that multiple accounts were used to bypass set limits and abuse our system, which violates Whale.io’s Terms and Conditions.

For further clarification or if you have additional questions, please contact our customer support team directly through whale.io. Our agents will respond promptly and provide any necessary proof to address your concerns.

We appreciate your understanding and cooperation.

Best regards,

Whale.io Customer Support Team

provide your evidence that I used multiple accounts! This is a lie, I have only one account and the one you blocked! And your support does not give any explanations, it writes that you are blocked for multi-account and immediately closes the ticket, it is impossible to communicate with you, because you ask a question and wait 2 days for an answer, and you do not provide any evidence, you just block and that's it, there have been a lot of reviews on trustpilot lately that you just started blocking accounts en masse and accusing everyone of multi-account

предоставьте ваши доказательства что я использовал несколько счетов ! это ложь ,у меня один единственный счет и тот что вы заблокировали! и никаких разъяснений ваша поддержка не дает ,она пишет что вы заблокированы за мультиаккаунт и все сразу закрывает тикет ,с вами общаться невозможно ,потому что вам задаешь вопрос и ждешь 2 дня ответа, и доказательств вы никаких не предоставляете ,просто блокируете и все ,на трастпилоте уже куча отзывов пошло за последнее время что вы просто стали блокировать счета массово и обвинять всех в мультиаккаунте

Dear Whale.io Casino,

Thank you for your message.

Could you please provide any supporting evidence to substantiate your allegation of multi-accounting by the player? You may send the relevant information to my email at jakub.m@casino.guru.

I appreciate your cooperation and look forward to your response.

Hi Jakub!

Whale can't share screenshots of it's backend dashboard with fraud actions.

User has used four different accounts at the same time to bypass limits with multiple accounts. This goes against our Terms and Conditions. User account is blocked and won't be opened because of abusing the system.

Best regards,

Whale Support

Dear Whale.io Casino,

Unfortunately, without proper evidence supporting your claims, we will be unable to proceed and the case will have to be closed as unresolved due to insufficient evidence. Please note that unresolved complaints negatively affect the casino's safety index on our platform.

Can you confirm whether this is your final statement regarding the provision of evidence?

Thank you.

what? 4 accounts at the same time) it's just funny, they just decided to steal the deposit and you don't even provide evidence to an independent party, I think this casino should be blacklisted, because it's just a scam

что ? 4 аккаунта одновременно) это просто смешно ,просто решили украсть депозит и даже доказательсва независимой стороне не предоставляете, я считаю это казино нужно помещать в черный список ,ибо это просто мошенничество

I suggest that the Vail casino resolve this issue peacefully so that they do not receive a negative review for themselves, let them give me only my deposit and keep the winnings for themselves because I don’t care about this casino anymore, for me it is a fraud, but I intend to take my deposit back, and this is exactly 300 USDT

я предлагаю казино вейл решить этот вопрос по мирному чтобы они не получали отрицательный отзыв себе , пусть отдадут мне только мой депозит а выйгрыш оставят себе ибо мне уже все равно на это казино для меня оно мошенническое ,но депозит я намерен свой забрать обратно ,а это ровно 300 юсдт

Hi Jakub!

Thanks for letting us know and this is not our final statement!

Evidence from Whale Casino are now sent via email to jakub.m@casino.guru to settle the case.

Best regards,

Whale Support

Dear Whale.io Casino,

Thank you for providing the additional information. I’ve responded to your email with a few follow-up questions and would appreciate your prompt attention to them.

Thank you for your continued cooperation.

kubo, can you tell me if their evidence in my multi-account convinced you or if it is not enough to accuse me of this?

kubo, вы можете мне сказать вас убедили их доказательства в моем мультиаккаунте или их не достаточно чтобы обвинить меня в этом?

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.

Dear diima,

To address your question - the information provided by the casino was insufficient to draw any meaningful conclusions. My follow-up message in response to their email remains unanswered to this day.

As the casino has ceased communication with us, we have no other option but to close this complaint as unresolved. I understand this is not the outcome you were hoping for, and I truly regret that we couldn't be of more help in this instance. Without cooperation from the casino's side, our ability to proceed is extremely limited.

That said, the decrease in the casino's safety index may encourage them to take further action and revisit this matter in the future. Should they choose to respond, we will gladly reopen the complaint and continue our investigation.

Thank you for your understanding, and I’m sincerely sorry we couldn’t offer more assistance on this occasion.

Best regards,

Kubo