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Hello, a few days ago I made a withdrawal which was canceled, but the money was never returned to my account. I also can't get in touch with any operator. I want a solution or I will file a fraud complaint.

Hola hace un días hice un retiro lo cual me cancelaron pero el dinero nunca me reintegraron a mi cuenta, tampoco puedo comunicarme con ningún operador quiero una solución o empezaré una denuncia por estafa

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Hello,

Thank you very much for submitting this complaint. I'm sorry to hear about the problem you're experiencing. Please allow me to ask you a few questions to clarify your situation.

• Have you made any successful withdrawals from this casino before?
• Have you completed the full KYC verification at this casino, or at least submitted any identity documents for the verification of your account?
• Have you contacted customer support to ask why your withdrawal request was cancelled? If so, what reason did they provide?

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 already submitted my documents and my KYC verification is complete, but I can't contact any operator. When I try to chat, the app crashes. My money hasn't been returned, and I don't know what's happening. This is my first withdrawal.

Hola, ya había mando mi documento y está completo mi verificación kyc, no me puedo comunicar con ningún operador cuando entro para el chat se sale de todo la app. Mi dinero no me regresaron nose que esta pasando, retiro es la primera vez lo que había

I'm still waiting for a response and a solution. This platform that promotes these scam casinos should also be reported. I can't get in touch with any operator anywhere. I want to know if this casino is still operating. Scammers are taking people's money; there are still people betting and depositing funds.

Sigo esperando respuesta y solución, deberían denunciar a esta plataforma también que promocionan estos casino estafadores. No me puedo comunicar con ningún operador en ningún lado, quiero saber si este casino sigue funcionando? Estafadores se quedan con el dinero de la gente, hay personas que siguen apostando y cargando dinero

When was the last time the casino’s customer support communicated with you, either via live chat or email? Please forward me the most recent conversations at veronika.f@casino.guru.

Could you also please send me a screenshot of your transaction history showing the cancelled withdrawal request?

Kindly include a screenshot of your gaming history as well.

Dear Yaque2121,

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.

I already sent the data that Veronica asked me for and there is still no solution.

Ya envie los datos que me pidió Verónica y no hay solución todavía.

Hello Yaque2121,

We would like to update you that due to Veronika, your designated resolver, being on vacation, we have opted to extend the timeline by an additional 7 days. Since Veronika 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 Veronika will contact you at the earliest opportunity.

Thank you for your understanding and ongoing patience.

Best regards, Casino Guru

Well, I'm still waiting for answers. Veronica asked me for information, I sent it, and there's still no solution.

Bueno sigo esperando respuestas, Verónica me pidió datos la envié y todavía no hay ninguna solucion

Dear Yaque2121

Thank you for your cooperation and for providing all the necessary information. I truly appreciate the time and effort you’ve taken to share everything with us so far.

Your complaint will now move to the next stage of our process and be handled by your dedicated Resolver, Mirka (miroslava.d@casino.guru). This is a standard step in our procedure, as the Resolver will take over communication with the casino directly and manage your case from this point onward.

No action is required from you right now. Your Resolver will reach out through this thread if any additional details are needed. You can rest assured that your case is in very capable hands.

I wish you the best of luck and hope your case will be resolved to your satisfaction soon.

Kind regards,

Veronika

Hi, okay, I'll keep waiting for answers.

Hola ok seguiré esperando respuestas

Dear Yaque2121,

My name is Mirka, and I will be assisting you in addressing this matter. I would like to invite a representative from WhaleBet Casino to join this conversation.

Dear WhaleBet Casino,

Could you please provide clarification regarding the two canceled withdrawals for the player? We kindly request the account ledger that includes the entries for the cancellations, all subsequent balance movements, the reason for the cancellations, and the current status of the funds.

Feel free to send the supporting evidence to miroslava.d@casino.guru.

We appreciate your cooperation in this matter.

I already sent him the information he requested.

Ya le envié los datos que pidió

Hello, how long are you going to keep giving me the runaround before I get a solution? You guys probably scam people with your casinos too.

Hola hasta cuando van dar vueltas para darme una solución? Ustedes también capaz estafan con los casino

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.

I've been waiting for a response for over a month. You promote these online casinos, and I found this casino through this platform. You need to provide a response and a solution, or I will start filing lawsuits and reporting that you are complicit with illegal casinos that scam people.

Hace más de un mes que estoy esperando respuesta, ustedes promocionan estos casino online desde esta plataforma encontré este casino, tendrian que a ver una respuesta y solución o empezaré a demandar y reportar que son cómplice justo a los casinos ilegal y estafan A la gente.

I have tried to contact the casino repeatedly but had no success. I’m afraid there is not much that can be achieved without cooperation from its side. I will mark the complaint as "unresolved" in our system. I understand this isn't a satisfactory solution to your issue. However, the decrease in the rating caused by unresolved complaints might 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 contact the Anjouan Gaming Authority (https://casino.guru/licensing-authorities/comoros-license) and submit a complaint to them. The Gaming Authority has more options and tools to help players.

You can find more information on how to properly submit a complaint to the regulator at https://casino.guru/submitting-complaints-to-regulators.

I am sorry I could not be of more help on this occasion.

Best regards,

Mirka Dubasova