The player from Germany has been accused of irregular play and had their winnings cancelled. We ended up closing the complaint as ‘unresolved’ because the casino failed to reply.
Whamoo Casino - Player’s winnings have been voided.
Black points: 645
Amount: €3,502
Whamoo Casino
Safety Index:Below averageSafety Index
Casinos with a Below average Safety Index usually have an unfavorable ratio of their number of visitors to relevant complaints submitted by players. It means that this casino has probably treated some players unfairly in the past.
Unresolved
Our verdict
No reaction, good regulator
UNRESOLVED
Case summary
1 month ago
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2 years ago
Translation
Dear Sirs and Madames,
I have played at "WHAMOO" Casino several times over the past few weeks and have always been
excited.
On 07/16/21 I played again from about 16:40 to 20:30. I deposited a total of 3400 euros.
I played a few slots; various blackjack and roulette; I played the way I always play.
Since I was already in the red, my bets got bigger and I was lucky, I could
build up to 4500Euro. I made a payout of 4502 E and had myself blocked for 24 ST.
After about 1 ST. I received the following email from paymentsecurity@whamoo.com:
Hello Peter,
This is Richard from Whamoo. While reviewing your recent payout request we found that you breached our terms & conditions by using strategic betting patterns.
Since this is not allowed, your payouts and balance will be removed from your player account. You will receive a refund for the deposit made of € 1000.
To review our terms & conditions, specifically section 8.8, please follow this link:
https://whamoo.com/en-int/terms-and-conditions/
I was shocked to be honest, I've played at a lot of casinos
But I've never heard anything like it before. You play normally and now you win and then something like that.
I have never violated Article 8.8 of the Terms and Conditions and
would like the sampled amount (4502E) to be paid out or back to mine
I don't know how the finance department comes up with something like that.
I've already made 5 withdrawals before.
I would like to ask you to look into the matter.
Many thanks in advance.
Kind regards, Peter M ****
Edited by a Casino Guru admin
Automatic translation:
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2 years ago
Dear Mischker,
Thank you very much for submitting your complaint. I’m sorry to hear about your problem.
We will contact the casino and ask for their assistance in resolving this issue, but, before we do so, could you please forward your game history to petronela.k@casino.guru?
Additionally, please could you clarify if you have accumulated your winnings with or without an active bonus?
I hope we will help you to resolve this issue as soon as possible. Thank you in advance for your reply.
Best regards,
Petronela
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2 years ago
Translation
The prizes were declared invalid because I allegedly violated point 8.8 of the terms and conditions.
But this is not true. I have read the terms and conditions and played completely normal as usual.
You accuse a lucky player of "cheating". I don't think that's okay. I have never violated Article 8.8 of the Terms and Conditions.
Article 8.8 of the General Terms and Conditions is formulated in such a way that you could withdraw your winnings from almost every player.
Many Thanks
PS: I have been playing at Whamoo Casino for a long time in advance and have made several withdrawals.
Automatic translation:
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2 years ago
Thank you very much, Peter, for providing all the necessary information and for forwarding your partial game history. I would like to kindly ask you to forward the entire game history (in Excel format) as soon as you receive it from the casino to peter.m@casino.guru.
Meanwhile, I have checked the general terms and conditions, and this is what I found https://whamoo.com/en-int/terms-and-conditions/:
"8.8 Irregular betting or advantage play includes, but is not limited to, the following:
Strategic betting systems such as Martingale, The Labouchere Progressive Betting Systems, D’Alembert, Paroli, Gambler’s Fallacy, Reverse Labouchere, Contra D’Alembert, Fibonacci, 1-3-2-6 and any others;
Even money bets, low margin bets, zero risk bets, hedge betting, etc.;
Placing bets greater than 20% of your current bankroll;
After a large win drastically increasing or decreasing your bet size, and/or
Playing via use of a VPN connection or private internet browser (e.g., Tor).
Other examples of irregular game play include but are not limited to, placing single bets equal to or in excess of 30% or more of the value of the Bonus credited to their account, until such time as the wagering requirements for that Bonus have been met. For the purposes of this rule, a bet is defined as one roulette spin or one dealer's dealt hand in any table game, or one deal in any Video or Power Poker game (this includes Multi-Hand/Play games). Any double or gamble shall be considered a new bet. Should Whamoo deem that irregular game play has occurred; Whamoo reserves the right to withhold any withdrawals and/or void all winnings."
We have issued a warning in our review for the Whamoo Casino https://casino.guru/whamoo-casino-review#tab=js-tab-reputation regarding Unfair T&Cs. It looked as it has never been used against the players, unfortunately, it seems to have changed now.
I will now transfer your complaint to my colleague Peter who will be at your assistance. I wish you best of luck and hope to see your problem being resolved to your satisfaction in the near future.
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2 years ago
Hi Peter,
I looked at your case and understand the situation. I will contact the casino and see if I can help. I would like to invite Whamoo Casino to the conversation to participate in the resolution of this complaint.
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2 years ago
Translation
Thank you for your quick work. I'm curious how "Whamoo Casino" will react.
Automatic translation:
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2 years ago
We would like to ask Whamoo 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, the complaint will become ‘unresolved’ which may negatively affect its rating.
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2 years ago
Hi Peter,
I tried to get in touch with the casino repeatedly but without success. I’m afraid, there is not much that can be done without cooperation from their side. I will mark the complaint "unresolved" in our system. 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 the form or how the MGA responded if you can manage to do this on your own (peter.m@casino.guru). I wish I could be of more help.
Best regards,
Peter
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