Whale.io Casino - The player's deposit was lost due to the use of the incorrect blockchain.

Hello, I signed up to the casino with just an email and I made a mistake during my first deposit. Instead of depositing CUSD token (CELO network), I sent USDT to the same address (also by CELO network). The casino says they won't refund me even if they have my USDT in their balance.

https://celoscan.io/address/0xe4b590a7781bb150409a7fa82100f479c2bdc6b6#tokentxns

You can see, once my USDT reached the wallet provided by them they immediately transferred the USDT to their main CELO wallet

Dear rdns67,

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 from the cashier's deposit section of the casino showing what the particular instructions for deposit there are on the website?
• Could you please share with me your communication with the casino? Send emails or chat transcripts to my email at tomas@casino.guru, or post screenshots here

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

https://celoscan.io/address/0xe4b590a7781bb150409a7fa82100f479c2bdc6b6#tokentxns

Dear rdns67,

While I understand your frustrations, it's often impossible to recover funds if they were sent on the wrong network or in the incorrect currency.

Could you please share the actual responses from the casino support to your inquiries if you have them saved?

Sare screenshots here or send them to me at tomas@casino.guru

No, I don't have my first conversation with the support. You are wrong because even if I sent the wrong token, I used the correct network. I sent you the blockchain evidence, they sent the USDT to their account.

Thanks for your message.

You wrote earlier:

The casino says they won't refund me even if they have my USDT in their balance.

Kindly share the conversation in which the casino told you they won't refund you and the reason why if possible. I'll wait for your reply.

Send any relevant interaction between you and the casino to my email at tomas@casino.guru

I told you I don't have this conversation, it was a live chat on their website and I can't get it back.

Dear rdns67,

In case the wrong currency is used in a crypto transaction, we might not be able to assist you without additional proof. Kindly contact the casino again and request a status update regarding your crypto deposit and share the conversation you had with the support on the topic. I apologize for the inconvenience.

My email is tomas@casino.guru

They refuse to talk, they are scammers.

Thank you very much, rdns67, for providing the necessary information. I will now transfer your complaint to my colleague Peter (peter.m@casino.guru) who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.  

Hi rdns67,

I have looked at your case and understand the situation. Since you sent USDT to the wrong token address, I'm not sure if the funds can be retrieved. Let me contact the casino and I will do my best to help. I would like to invite Whale.io Casino to the conversation to participate in the resolution of this complaint.

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.

Hello rdns67,

We would like to update you that due to Peter, your designated resolver, being on vacation, we have opted to extend the timeline by an additional 7 days. Since Peter has an in-depth understanding of your situation and maintains direct communication with the casino, we find this extension justified. Your patience is sincerely appreciated, and I assure you that Peter will contact you at the earliest opportunity.

Thank you for your understanding and ongoing patience.

Best regards, Casino Guru

Hi rdns67!

We're really sorry to hear about your bad experience with deposits!

Can you please open new ticket via support bot on Whale.io, so our team can take a look and make sure that your concern will get solution asap and to make sure that you will have the best possible experience with Whale Casino!

Best regards,

Whale.io

I opened a new ticket, waiting for a response.

Hi all,

Thank you for your replies.

Dear rdns67,

Please keep me updated.

Dear rdns67,

We received a message stating that you were refunded, could you please confirm?

Hi rdns67!

Latest information from our CS department is that deposit error you had was refunded to your account 2 days ago.

Please let us know if you need any further assistance! We’ll be happy to help you and to make sure you have great experience with Whale Casino.

Best regards,

Whale.io

Dear rdns67,

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.

It appears that this issue may have been resolved, but without confirmation from the player we are forced to reject this complaint. The player can reopen this complaint anytime.