Whale.io Casino - Player's account closure request is ignored.

Hi Team,

Ive been asking for a self exclusion for hours now over email and live chat on telegram and live chat in the website. They went to the extent of not even replying at all whatsoever. I told them I have a gambling addiction and I need my account closed however they don’t comply or even replying whatsoever anymore. Please help as this has lost me $2500 due to there issues in not closing my account.

Dear sati725,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with Whale.io Casino.

Please allow me to ask you a few questions, so I can better understand the situation. 

• Could you please share screenshots, chat transcripts, and emails in which you seek player protection from the casino?
• Is your account currently still accessible to you?
• Make sure to include any responses from the casino as well. My email is tomas@casino.guru

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,

Tomas

Due to the increased volume of complaints during this time of year, we kindly request your patience while awaiting our responses. We aim to publish each complaint within 48 hours of submission but reserve up to 7 days to reply to any subsequent comments. Additionally, please be aware that it might take a bit longer for your complaint to be assigned to a resolver, as we are currently managing over 900 complaints.

Your understanding is greatly appreciated. Wishing you a delightful holiday season, and we will get back to you as soon as possible.

Hi Tomas, I sent screenshots to you right now also they still have not closed my account even though they replied a few hours ago and I stated gambling problem..

I am doing everything in my power not to deposit again, this isn’t the kind of responsible gambling monitoring a gambling site should be doing.

Hi, please add another $900 Canadian lost.. they still haven’t closed my account I’ve given multiple answers stating that I have a gambling problem and I’d like a self exclusion permenantly done.

They won’t reply… at all they reply and ask the same question over and over again which I’ve answered… please see attached emailed proof.

Thanks for your reply

I received your emails and reviewed the evidence.

• Has the casino closed your account already?
• Have you reached a live agent regarding your request via any channel of the casino?