Whale.io Casino - Pelaajan tili on suljettu.

I was banned for section 15 of their TOS after having an account for multiple months and i dont know what i did wrong. I won some prize money in an affiliate tournament and had some balance totaling up to approx. 1700 USDT. The day after the affiliate tournament i was banned. This was the second tournament i entered. For the first one i received the payment. The TOS is very unclear to me and i believe they just made something up to not pay out the money. Attached the screenshot of the answer of the support. I dont have any other things that i can provide as my access to the account is revoked.

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Dear lolaff12,

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 understand the whole situation completely.  

• Could you please advise which games you focused on - slots, live casino, sports betting, etc.?  
• Did you pass the verification before you lost access to the account?  
• Did you accumulate your winnings with or without an active bonus?  

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

Best regards,  

Katarina

I played mostly sports with some live casino.

Yes i passed verification.

Without a bonus. But a lot was from affiliate earnings

Dear lolaff12,

thank you for your reply.

Do you have an access to your game history, please? Could you please send it to me?

Could you also forward all communications you have had with this casino to katarina.d@casino.guru. This includes emails, live chat transcripts, and any accompanying screenshots.

Kindly notify me here in the thread once the email has been sent.

Looking forward to your reply.

Katarina

Hi, unfortunately i can not login into my account anymore. They blocked me from doing that. This is their response:

Therefore im unable to send any screenshots or anything.

Dear lolaff12,

thank you for your reply.

• How long have you been a player at this casino?
• Could you please describe what tournament you have entered?
• Can you share any link or screenshot of this tournament, please?

Looking forward to your reply,

Katarina

I play at this casino for approx. 5 months and am verified for 5 months too.

It was a tournament where a prize gets distributed to the top affiliates. As i have refered a high roller friend i was placed first or second in that tournament with that 1700 USDT price money.

Unfortunately this tournament is already over so i dont have a screenshot from it and the day or two after the tournament ended and i should have received my payout i got banned.

Dear lolaff12

Thank you for your cooperation and for providing all the necessary information. I truly appreciate the time and effort you’ve taken to share everything with us so far.

Your complaint will now move to the next stage of our process and be handled by your dedicated Resolver, Peter (peter.c@casino.guru). This is a standard step in our procedure, as the Resolver will take over communication with the casino directly and manage your case from this point onward.

No action is required from you right now. Your Resolver will reach out through this thread if any additional details are needed. You can rest assured that your case is in very capable hands.

I wish you the best of luck and hope your case will be resolved to your satisfaction soon.

Kind regards,

Katarina Duboak

Hello there,

Thank you lolaff12 for providing us with all the information. I hope we'll be able to resolve this issue together.

I would now like to ask Whale.io Casino for their help in resolving this complaint. We would like to know why the player's account was blocked and what we can do to help resolve this issue.

Thank you!

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.

Thank you for reaching out and explaining the situation. We will investigate this issue for you. However, we’re currently unable to locate an account using the email you provided.

To proceed, could you please share more details about the account you created?

If you registered with an email, please provide the email address linked to the account.

If you signed up via Telegram, please provide your Telegram username.

If you used Wallet Connect, please provide the wallet address you connected with.

Once we have this information, we’ll be able to look into your case further.

Ive sent the email address to peter.c@casino.guru so noone else unaffiliated can see the email. Could you please forward it to the casino

After completing a thorough investigation, we have confirmed that you attempted to abuse our Refer-a-Friend tournament. As a result, your account has been permanently closed in accordance with our terms and conditions.

This decision is final and cannot be reversed.

If you have any remaining questions, feel free to reach out.

Thank you for the update Whale.io Casino representative. Would it be possible to provide me with evidence of the attempt to abuse our Refer-a-Friend tournament? You can forward any information to my email. (peter.c@casino.guru) Thank you in advance for your cooperation!

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.

Hi Peter,

I have already reached out to you by email and sent additional information regarding the case. Please feel free to contact me by email if you have any further questions.

Thank you for the update Whale.io Casino representative. I have responded to your email, and I await your response.

Dear lolaff12, I will keep you updated about any new developments. Thank you for your patience during this time!

Dear lolaff12, the casino representative refuses to share evidence regarding your case, citing GDPR. As per the regulation, you, as an account holder, can request to transmit your data to another controller (in this case, Casino Guru) without hindrance from the controller (the casino operator) to which the personal data has been provided. As such, I would like you to formally request that the evidence be provided to us. You can request this transfer through the casino support team. Thank you in advance for your cooperation!

Hi, ive created a ticket with ID: 54951429 on whale.io website. The AI support was not helpful, but i have requested it there. Their support system is pretty bad, because you never get a response via email or see what they said if your account is suspended unless you stay in the browser window and wait multiple hours or longer for their response. (If i close the browser and open it again eventually the support ticket disappears)

Thank you for the update lolaff12.

Dear Whale.io Casino representative, could you update us on the situation with the provision of the requested evidence? Thank you in advance for your cooperation!

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 lolaff12,

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. In the meantime, I recommend you contact the Anjouan Gaming Authority and submit a complaint to them through the validator on the casino website (validator link). The Gaming Authority has more options and tools to help players. Please let me know if you need help with submitting the complaint or how they responded if you can do it on your own (peter.c@casino.guru). I am sorry I could not be of more help on this occasion.

Best regards,

Peter