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Subject: Unjust Accusation of Collusion / Use of Automated Devices by Whamoo Casino

Dear Casino Guru Complaint Team,

I am submitting a complaint regarding Whamoo Casino’s decision to accuse me of violating the following term from their conditions:

"The Operator prohibits player collusion and takes measures to prohibit use of devices, such as robots, that distort normal game play."

Whamoo Casino claims that I have breached this rule, yet they have provided no clear evidence, explanation, or technical data to support such a serious allegation. I firmly deny engaging in any type of collusion, automated play, bot use, or any prohibited behavior. All my gameplay has been conducted manually, fairly, and in accordance with the casino’s terms.

The reason I am making this complaint is:

Lack of Transparency:

The casino has not provided logs, timestamps, behavioral analysis, or any objective proof indicating that automated tools or collusion were used.

Unjust Account Action:

Based on this unsupported accusation, my account has been penalized (Winnings have been confiscated and account has been closed).

Right to Fair Treatment:

When a casino accuses a player of breaking such an important rule, they should be able to present verifiable evidence.

Compliance With Fair Play Standards:

I have always played manually and independently. I believe this accusation is being used unfairly, possibly to avoid processing my withdrawal.

I require your knowledge and skills to see if we can get my winnings out.

Thank you. 

Important notice:

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We only contact players through this official complaint thread or via @casino.guru e-mail addresses. Always check the sender’s domain and verify your complaint resolver’s e-mail address by clicking on their avatar visible inside the official complaint thread.

If anything seems suspicious, contact us directly.

Stay safe.

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.

• Could you please specify what games you played?
• Did you accumulate your winnings with or without a bonus? If you played with a bonus, kindly send me a screenshot or a link to it.
• Have you passed the full KYC verification, or at least submitted any identity documents to the casino for 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

Verinoka,

Could you please specify what games you played? I played slot games, Book of cats and Plinko.

Did you accumulate your winnings with or without a bonus? If you played with a bonus, kindly send me a screenshot or a link to it. Yes I deposited 250€ and got a 125€ bonus. I just checked my email and I did not received an email when I got the bonus, and I cannot check my casino account as it has been closed.

Have you passed the full KYC verification, or at least submitted any identity documents to the casino for verification? Yes I did upload KYC documents and also a selfie and card proof as requested by the casino, I also completed an online wealth questionnaire as requested to verify my account. 

Thank you in advance.

Dear blackbarry

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, Peter (peter.c@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

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 72 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 1,000 complaints. Your understanding is greatly appreciated. Wishing you a delightful holiday season, and we will get back to you as soon as possible.

Hello there,

Thank you blackbarry for providing us with all the information. I hope we'll be able to resolve this issue together.

I would now like to ask Whamoo Casino for their help in resolving this complaint. We would like to know why the player's account was blocked and their winnings confiscated.

Thank you!

Hi Peter,

We will investigate this complaint and will get back to you as soon as we can.

Whamoo Casino

Thank you for reaching out and for helping to coordinate communication in this matter.

We would like to confirm that the player’s account was permanently closed following an internal investigation carried out in full accordance with our Terms and Conditions.

While we appreciate the player’s request for complete transparency, we are unable to disclose system logs or specific detection criteria. Sharing these details would compromise the effectiveness of our security and anti‑fraud measures. What we can confirm is that we use a combination of automated tools and manual review processes that analyse a wide range of behavioural, transactional, and technical indicators, including (but not limited to) gameplay activity, payments, KYC data, device and connection patterns, geolocation, and overall account behaviour.

In this case, the account did not trigger a single isolated flag. Multiple automated risk indicators were activated and subsequently reviewed by our risk team within a broader investigative context. Based on those findings, and in line with the Terms and Conditions the player agreed to at registration, we applied the appropriate measures.

We assure Casino Guru that the decision was taken in good faith and solely for the protection of our platform, our players, and the integrity of our operations. We remain fully committed to cooperating with your team and are happy to provide high‑level clarifications or anonymized confirmation of the review outcome should this assist your assessment.

Thank you again for your cooperation. We look forward to resolving this matter professionally.

Best regards,

Whamoo Casino

Thank you for the update Whamoo Casino representative. Would it be possible to provide me with evidence? I assure you that all information will be kept confidential and will be used for our internal purposes only. You can forward any information to my email. (peter.c@casino.guru) Thank you in advance for your cooperation!

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 blackbarry, As the casino did not respond to my inquiries, I will be forced to 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 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.

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

Best regards,

Peter