Whamoo Casino - Pelaajan tili on suljettu ja varat on pidätetty.

Hello,

I am submitting this complaint against Whamoo Casino (operated by Dialmedia Limited) regarding a balance of 4,603 EUR that was withheld after the casino permanently closed my account without giving any clear reason.

I was playing slots at Whamoo (The Dog House and Burning Reels) and built my balance up to 4,603 EUR. I then completed the casino's full verification process: ID, address, credit card and bank details with selfie, and a source of wealth questionnaire that was sent to me via a link. Two withdrawals of 1,000 EUR each were marked as pending, with the remaining balance still in the account.

Instead of releasing the pending payments or asking any further questions, the casino sent me a short email stating only that my account had been closed for breach of their Terms and Conditions. No specific clause was cited. No specific evidence or activity was pointed to. I had no opportunity to respond before the decision was made.

About one month ago I followed up with the casino to check on the status of my final payment, since the balance has still not been returned to me. I asked for clarification of the reason for closure and release of the funds. I have not received any meaningful response.

I completed every verification step the casino requested and none of them raised an issue. The closure only happened after my withdrawals were already pending, which makes the timing look like a way to avoid paying out a confirmed balance.

I would really appreciate Casino Guru's help in resolving this fairly.

Thank you.

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.

Dear jod1eM,

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.

• Have you contacted the casino customer support via email to ask about the reason why your account was blocked?
• Did you lose access to your account directly after submitting the documents for the KYC verification?
• Did you accumulate your winnings with or without an active bonus?

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,

Attila

No I get a generic reply.

Yes

No

Thank you for your reply. Could you please forward all documents you provided to the casino for verification, along with any communication between you and the casino’s customer support?

You can send the information to my email address: attila.g@casino.guru.

Thank you very much for your patience and cooperation.

Done.

Thank you for your reply. Could you please forward all documents you provided to the casino for verification as well?

You can send the information to my email address: attila.g@casino.guru.

Thank you very much for your patience and assistance.

Sorry was away done.

Hello,

Thank you for forwarding the communication between you and the casino's customer support.

Unfortunately, I was unable to locate the documents you submitted for the KYC verification among the files received. Could you please check and resend the documents you provided to the casino during the verification process?

I look forward to your reply.

Best regards,

Attila

Dear jod1eM,

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.

Most of it is uploaded I sent you what I have.

Dear jod1eM,

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, Mirka (miroslava.d@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,

Attila

Dear jod1eM,

My name is Mirka, and I will be assisting you in solving this case. Now I would like to invite Whamoo Casino representative to join this conversation.

Dear Whamoo Casino,

Could you please provide clarification regarding this case? Please also include evidence if needed.

Thank you in advance.

Dear jod1eM,

I would like to inform you, we are in communication with the casino outside of this thread. I will notify you, if there are any updates.

Thank you for your patience.

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.