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?

They finally closed my account days later, however after ignoring the self exclusion multiple times. They won’t reply at all anymore in regards to a refund due to there mistakes.

I’ve sent u proof of every conversations as well screenshots and everything

They only replied to say we won’t refund, is there any way you can talk to them you can clearly see them ignoring me… multiple times I had to beg to close it.

Thanks for your patience.

• Do I understand correctly you asked repeatedly for self-exclusion, deposited within a day to the casino and the casino processed your request within several days?
• Could you please provide a more specific timeline of events (deposits, account closure) here in the complaint thread?
• When was the last time you deposited to the casino?

I sent the screenshots of the chats of the dates of me asking for self exclusions and even one where they ignored it and said the same thing again. Even though I specified what I’m required to.

Dear sati725

I checked the screenshots you provided, however, the timeline is still unclear. There is no date for the deposits nor your self-exclusion requests.

Please understand we allow online casinos some time to process a self-exclusion request. If the casino acknowledged your request but allowed you to deposit long afterward, we'll ask them for a refund on your behalf.

You contacted us on 29/12/2024 and confirmed the closure of your account on 3/1/2025

Are these the dates of your self-exclusion request and account closure respectively? When was the time you were allowed to deposit in the casino?

Kindly provide the details regarding the timeline of key events.

I was able to deposit on the 31st and 30th. I should’ve been closed right away however they just replied with the same question again as indicated in the screenshots.

Please do see the screenshots, and see how they replied asking the same question I had already answered just to delay excluding my account to ensure I deposit again, which happened twice after they had replied with the same thing twice. Please see attached detailed screenshots.

Thanks for the screenshots and the provided information.

I am afraid I don't have good news. We accept the situation where casino accounts are not closed immediately. As long as there is a reasonable time in which the casino protects you, we consider the actions of the casino as adequate.

Unfortunately from the timeline you provided the casino acted reasonably fast to protect you from further gambling, and we can't request a refund in such circumstances. Please let me know if there is anything I might have overlooked, otherwise I'll close the complaint.

Please look at the screenshots, they didn’t close it in time they went and asked the same thing I had already answered ! Look at the times I deposited after the second time not the first time I asked. They didn’t close it.

Thanks for your reply.

Again, I understand your disappointment, however, we accept the situation where account closure is not immediate and your protection delayed. From the available information, the casino closed your account within an acceptable time.

Since there is no further action we can take in this situation the complaint will be closed. Thank you for your understanding, I am sorry we could not be of more help on this occasion. Please do not hesitate to contact us if you run into issues with any online casino in the future.

Don't hesitate to learn about and take advantage of responsible gambling tools available on our website: https://casino.guru/responsible-gambling-guide