Whamoo Casino - Player's account was locked after a withdrawal attempt.

This all started back roughly in March 2023, was asked for fairly simple KYC which I complied with. Then I was asked for certified bank statements stamped by my bank which was a very annoying process but again I did what I asked and sent them the bank statements. This was June 2023.

Then in January 2024 I chased them for an answer as I went into my account to try and make the withdrawal again, but my account was then permanently locked the day after making that withdrawal.

I have chased them a couple times since, they acknowledged those chasers but then have now went completely silent on me.

I will include screenshots of my conversation with them for context.

Dear devscott87,

Thank you very much for submitting this complaint. I'm sorry to hear about your problem. Please allow me to ask you a few questions to make sure I understand your situation completely.

Have you received any email from the casino explaining why your account was closed?

Has your withdrawal request been approved, or has it been canceled?

Could you please confirm if you passed the KYC verification?

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

Best regards

Veronika

Hello

I received an email about account closure but no reasoning for it

No the money never arrived to my requested payment method, I had pulled the money from my account but never got an update about it being processed or not.

And for KYC, I had sent everything they asked for but again, never got an acknowledgement about whether they accepted the documents or not.

Thank you very much, devscott87, for providing all the necessary information. I will now transfer your complaint to my colleague Michal (michal.k@casino.guru) who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction in the near future.

Hello devscott87,

I'm Michal, and I have taken over your complaint. I have reviewed your case and I will contact the casino to shed more light on this matter.

We would like to invite Whamoo Casino to join the conversation.

Dear Whamoo Casino,

Could you kindly furnish details regarding the reason for the player's account being blocked and the withdrawal not processed?

If the information can't be shared publicly, please send it to michal.k@casino.guru

Hi

Our verification team identified several discrepancies in the documents the player provided. Based on the preliminary investigation and the significant mismatches found in the submitted documents, we have substantial reasons to suspect that the documents provided by the player are not genuine. For this reason, we blocked the player's account and voided the pending withdrawals

Whamoo Casino

I can 100% stand on the fact that there are no discrepancies on those bank statements. If you didn't think these were genuine, you could have phoned my Bank of Ireland branch to confirm with them that I indeed go in person to an actual bank and get my statements legitimately stamped.

I am happy to send these directly to a casino guru agent if they'd like to personally look at them.

Thank you for your response, Whamoo Casino.

Please forward your findings to me at michal.k@casino.guru to assess it.

Dear devscott87,

Feel free to forward to me at michal.k@casino.guru all the documents you have submitted to the casino team to review them.

I have emailed those to you Michal.

Dear devscott87,

Thank you for your email and the provided documents.

Dear Whamoo Casino,

I have reached out to you to request more information and an explanation regarding why you believe the player's documents might not be genuine and I'm awaiting your response.

Dear devscott87,

Can you please forward me the other document you have provided to the casino team as proof of your address? Additionally, do you have any latest bill to prove your address? If so, forward this to me as well, please.

Sorry for the delay, I'm not sure exactly what the other document is that you're referencing. They wanted my bank statements, and then they wanted those same bank statements printed out and stamped in branch, which is what I did after booking an appointment to have that done.

I've sent you a more recent proof of address too

Dear devscott87,

Thank you for your email, I have responded back.

Hello. I have emailed you back regarding the request. I've had a look about and I do not have anything up to date.

My car insurance isn't due until August so as of right now, utility or bank statement are my only options.

Dear devscott87,

I have responded back.

Hello

I've hunted high and low around my house with no luck in regards to any recent bills/letter that isn't bank or utility related and I don't want to wait until August until my car insurance renewal.

Dear devscott87,

I am still missing your answers to my questions.

How long do you live at your address? Are you the homeowner? if so, you must have the local property tax bill in your name, right?

Do you receive your utility bills in paper form or digital form only? If only digital, do you receive it via email or you downloaded it from your customer account as PDF?

Please forward me all your utility bills (even the old ones) with your name that proves your current address.

I have replied to your email regarding all your questions.

Scott

Dear devscott87,

I have responded back to your email with some additional questions.

Busy weekend, but have replied now.

Scott

Dear devscott87,

I am looking forward to your email with the requested evidence.

Two more bills sent to you Michal

Dear devscott87,

I've received them. I will reach out to the casino team again to see If we can find a suitable resolution.

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 devscott87,

I have reached out to the casino team and explained the situation, expressing my willingness to share the additional evidence that you have given me. Regrettably, they have upheld their initial decision and are not open to restarting the verification process. We view this approach as unfair, hence we are compelled to close this complaint as unresolved. I understand this isn't a satisfactory solution to your issue. However, the decrease in rating caused by unresolved complaints could 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 to contact the Malta Gaming Authority (https://www.mga.org.mt/support/online-gaming-support/) and submit a complaint to them. It's a good licensing authority and has better options and tools to help players. Please let me know if you need help with filling out the form or how the MGA responded if you can manage to do this on your own (michal.k@casino.guru).

I can only recommend checking the reviews of each casino before you sign up and only playing in licensed and good-rated casinos to avoid disappointments like this in the future.

I wish I could be of more help.

Best regards,

Michal

Casino Guru