Whamoo Casino - Račun igrača je zatvoren, a sredstva su zadržana.

Hello,

I am submitting this complaint against Whamoo Casino (operated by Dialmedia Limited) regarding a balance of 4,603 EUR that was withheld after the casino permanently closed my account without giving any clear reason.

I was playing slots at Whamoo (The Dog House and Burning Reels) and built my balance up to 4,603 EUR. I then completed the casino's full verification process: ID, address, credit card and bank details with selfie, and a source of wealth questionnaire that was sent to me via a link. Two withdrawals of 1,000 EUR each were marked as pending, with the remaining balance still in the account.

Instead of releasing the pending payments or asking any further questions, the casino sent me a short email stating only that my account had been closed for breach of their Terms and Conditions. No specific clause was cited. No specific evidence or activity was pointed to. I had no opportunity to respond before the decision was made.

About one month ago I followed up with the casino to check on the status of my final payment, since the balance has still not been returned to me. I asked for clarification of the reason for closure and release of the funds. I have not received any meaningful response.

I completed every verification step the casino requested and none of them raised an issue. The closure only happened after my withdrawals were already pending, which makes the timing look like a way to avoid paying out a confirmed balance.

I would really appreciate Casino Guru's help in resolving this fairly.

Thank you.

Important notice:

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Stay safe.

Dear jod1eM,

Thank you very much for submitting your complaint. I'm sorry to hear about your problem. Please allow me to ask you a few questions, so I can understand the whole situation completely.

• Have you contacted the casino customer support via email to ask about the reason why your account was blocked?
• Did you lose access to your account directly after submitting the documents for the KYC verification?
• Did you accumulate your winnings with or without an active bonus?

I hope we will be able to help you resolve this issue as soon as possible.

Thank you very much in advance for your reply.

Best regards,

Attila

No I get a generic reply.

Yes

No

Thank you for your reply. Could you please forward all documents you provided to the casino for verification, along with any communication between you and the casino’s customer support?

You can send the information to my email address: attila.g@casino.guru.

Thank you very much for your patience and cooperation.

Done.

Thank you for your reply. Could you please forward all documents you provided to the casino for verification as well?

You can send the information to my email address: attila.g@casino.guru.

Thank you very much for your patience and assistance.

Sorry was away done.

Hello,

Thank you for forwarding the communication between you and the casino's customer support.

Unfortunately, I was unable to locate the documents you submitted for the KYC verification among the files received. Could you please check and resend the documents you provided to the casino during the verification process?

I look forward to your reply.

Best regards,

Attila

Dear jod1eM,

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.

Most of it is uploaded I sent you what I have.

Dear jod1eM,

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,

Attila

Dear jod1eM,

My name is Mirka, and I will be assisting you in solving this case. Now I would like to invite Whamoo Casino representative to join this conversation.

Dear Whamoo Casino,

Could you please provide clarification regarding this case? Please also include evidence if needed.

Thank you in advance.

Dear jod1eM,

I would like to inform you, we are in communication with the casino outside of this thread. I will notify you, if there are any updates.

Thank you for your patience.

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 Mirka,

Thank you for the update.

I would like to note for the record that I sent additional evidence and documentation to you directly 6 days ago, but I have not yet received any acknowledgment or response regarding those materials.

As the complaint page is currently showing that a response is required from me, I would appreciate confirmation that the documents I submitted have been received and are being reviewed.

Thank you for your assistance, and I look forward to hearing from yo

Whamoo Casino

Dear jod1eM,

I am in communication with the casino outside of this thread. I will notify you, if there are any updates.

Thank you for your patience

Dear Mirka,

Thank you for continuing to work on my case.

I want to make one point clearly for the record. Every euro in that balance came from money I deposited and staked myself. I took a real financial risk with my own funds. If those spins had gone the other way, the casino would have kept my money without hesitation and no Terms and Conditions clause would ever have been mentioned. The risk only ever ran against me.

It cannot be fair for a casino to keep the money when I lose, but close my account and withhold my balance the moment I win. I accepted the risk of losing. In return I am entitled to be paid when I win. Anything else means the rules only apply when the outcome suits the casino.

I completed every verification step that was asked of me and none of them raised an issue. I would be grateful for your help in getting my confirmed balance of 4,603 EUR released.

Thank you.

Dear jod1eM,

Can you please clarify:

• which devices and types of internet connections you used to access this casino
• is there someone else in your household, or someone you know, who has account in this casino
• has there been any instance, when someone else logged in to their account on your device, or you logged in to your account on someone else's device?

Thank you.

Thank you for your questions. Happy to clarify each point.

1. Devices and internet connections: I accessed the casino from my own Windows laptop. I am the only person who uses this laptop. As for internet connections, I live in shared student accommodation in Ireland, so I connect through a shared broadband/Wi-Fi network that is used by other residents in the building. I also occasionally used my own mobile data. This is a normal living situation for a student and it means the IP address of my connection is shared by multiple households/residents, none of whom I control.

2. Household members or people I know with an account: No. Nobody else in my household has an account at this casino, and I am not aware of anyone I know holding one.

3. Cross-device logins: No. Nobody else has ever logged into my account on my device, and I have never logged into my account on someone else's device. My account has only ever been operated by me, on my own laptop.

If the casino's concern is based on a shared IP address, I would point out that an IP address identifies a network connection, not a person. In shared student accommodation, many unrelated residents will naturally appear on the same IP. That cannot on its own establish that I hold or am linked to another account. I completed full KYC verification (ID, address, payment details with selfie, and a source of wealth questionnaire) and no issue was ever raised until my withdrawals were pending.

If the casino is alleging a link to a specific other account, I would ask that it identifies that account and the actual basis of the alleged link, rather than a general reference to Terms and Conditions.

Thank you for your continued help.

Kind regards,

Dear jod1eM,

Unfortunately, since the casino was unable to provide sufficient evidence for review, we are unable to conduct an independent evaluation. Therefore, we have no choice but to close this complaint as unresolved—insufficient evidence provided by the casino.

I understand this isn't a satisfactory solution to your issue, but the decrease in the casino's rating caused by unresolved complaints could prompt a change in their approach. If the casino decides to cooperate in providing the requested evidence, we will reopen the complaint and notify you by email.

Should you want to pursue your complaint further, you can submit it to the Malta Gambling Authority. You can find more information on how to properly submit a complaint to the regulator here.

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

Best regards,

Mirka

Casino Guru