What Happened
A player from Kazakhstan says they registered at Whale.io, deposited 1,000 USDT within minutes, and were blocked in the same minute before placing a single bet. They say support on Telegram asked for identity and source-of-funds papers, which they sent, and that after a long silence the casino declared the account permanently blocked with no reason. The case was closed as unresolved in July 2025 when Whale.io ignored it, then reopened at the casino's own request in September 2026.
How It Developed
- 2025-06-17Complaint opened about six months after the block.
- 2025-06-18The player told the mediator there was no earlier activity, listed the documents sent, and said most of the Telegram history vanished when the casino's channel was shut.
- 2025-07-31After the casino ignored an invitation and an extension, the case was closed as unresolved; the mediator noted the Curaçao regulator does not handle individual disputes.
- 2026-09-29Casino.guru reopened the case at Whale.io's request and asked it to comment.
- 2026-10-19After offering and then forgetting to send details by email, Whale.io apologised and asked the player for the account's registered contact and the deposit transaction details so it could find the account.
- 2026-10-19The mediator asked the player to supply that information.
Ongoing
Reopened at Whale.io's request after a year; the casino now wants the account identifiers and the deposit details before reviewing the block.
What Has (and Hasn't) Helped
The only movement in 16 months came when Whale.io itself asked for the case to be reopened. Its request is simple: the account's registered contact and the deposit transaction details. Give those straight away, as the case is on a timer for the player's reply.