Whale.io Casino - O jogador tem problemas não resolvidos relacionados a recompensas e pagamentos.

I am submitting this complaint regarding multiple unresolved issues with Whale.io.

I have been an active and loyal player, wagering over 1.6 million USD in one year, but I am now facing severe and ongoing problems that remain unsolved despite dozens of messages with their support team (Toshi, Penelope, Makaveli, and Jeffrey).

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1. Missing Rewards and Merchandise (Battle Pass Seasons 0–2)

Season 1:

I reached Level 99 (the maximum) and earned several rewards: multiple T-shirts, one hoodie, boxing gloves, socks, and a plush toy.

However, I only received 3 pairs of socks, 1 black T-shirt, and 1 plush toy.

Support keeps saying I "only ordered those," but I contacted them every time to claim each item. I have screenshots and previous confirmations from their own agents.

Season 2:

I won 7 items, including a hoodie and gloves. Support admits long shipping delays "because gloves are missing from the warehouse."

When I asked to convert the items to credits or USDT, they offered only 50 free spins at $1 each, even though the total value exceeds $400.

Season 0 (Pre-Battle Pass challenge):

A Weber BBQ was publicly shown as a top reward, but it was never delivered or compensated.

=> Whale.io has failed to deliver legitimate prizes and refused fair compensation, despite clear proof of eligibility.

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2. Cashback and VIP Issues

My account shows "Eligible for VIP" since the beginning of the Battle Pass.

According to the platform, my cashback rate is 10% daily / 6% weekly, but the calculations are completely wrong.

Example:

I deposited $2,329 in one day → received only $180 cashback instead of about $232.

Support keeps changing the story: one day they say it’s calculated from Battle Pass 3, another day that I’m not VIP, even though my profile clearly shows VIP eligibility.

I have never received weekly or Friday VIP bonuses, and no VIP manager has ever contacted me as promised.

=> Cashback is incorrectly calculated, VIP status is arbitrarily withheld, and bonuses are not paid.

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3. Technical and Game Issues

- Love Joker slot: became unplayable for several days; I couldn’t use my free spins until the provider was contacted manually.

- Blackjack Whale: I won $6,000, but the winnings were never credited to my account. I sent video proof and screenshots — no answer since October 28, 2025.

=> Technical bugs directly caused monetary loss, with no compensation or transparency.

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4. Poor Support and Communication

Support often takes days or weeks to respond.

Each new agent restarts the discussion from scratch — no one reads the previous conversation.

They also contradict each other and deny previously confirmed facts.

I have spent weeks proving the same things repeatedly.

=> The casino’s internal communication is chaotic and extremely unprofessional.

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5. What I Request

1. Immediate payment of my $6,000 Blackjack winnings.

2. Full recalculation of cashback according to 10% daily / 6% weekly.

3. Official activation of my VIP status and payment of pending bonuses.

4. Fair monetary compensation (in USDT or balance credit) for all missing Battle Pass merchandise.

5. A formal written confirmation of these corrections.

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6. Evidence

I have a complete log of the chat with Whale.io (October 5–30, 2025), showing all messages, screenshots, and proof of my claims — including videos of the missing winnings, VIP status screenshots, and lists of promised rewards.

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Whale.io has shown repeated mismanagement and inconsistent handling of player rewards and funds.

After months of patience, I am now requesting Casino Guru’s assistance to obtain my rightful winnings, bonuses, and compensation.

All evidence is available and can be shared upon request.

Important notice:

Casino Guru will never ask for payments or access to your accounts to complete KYC. If someone claims to be from Casino Guru and does that, do not share any information.

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.

Dear Gros_ton,

Thank you very much for submitting your complaint. I’m sorry to hear about your problems.

As I was reading your message, I noticed several complaints. To ensure clarity and organization, I recommend categorizing your issues with this casino. This will help us address them systematically.

Firstly your missing merchandise.

I am truly sorry casino has not sent you the promised staff, unfortunately we do not deal with a missing merchandise.

Secondly, regarding your missing cashback:

• Have you contacted casino support asking about the missing cashback?
• Have you received an official confirmation you are eligible for a cashback?
• Could you please provide the link pertaining to the cashback offer to which you are referring?

Thirdly, technical glitch:

Could you please forward any supporting evidence, such as screenshots or videos, possibly your game history with the exact time of the incident along with any relevant communication to katarina.d@casino.guru?

Have you stopped playing right after the incident? Meanwhile, please check our article explaining "How slot machines are programmed"

ttps://casino.guru/how-slot-machines-work-math#how-are-slot-machines-programmed and maybe it’ll help to understand how servers communicate with players and what issues might occur on the way.

Please understand that without any supporting evidence, we can’t proceed further with this case as it would be close to impossible to confront the casino.

Fourthly, communication with support.

We regret to inform you that we are unable to address complaints regarding casino support services directly. Should you find the support engagement to be below your expectations, we advise escalating the matter to your VIP manager or contacting the casino's official email address.

Looking forward to hearing from you.

Thank you in advance for your understanding.

Best regards,

Katarina

all proof about 6000$ don’t paid has been sent to your email!

I want to clarify that I don't have a personal VIP account! Whale refuses to grant it to me even though I've been eligible for over a month.

Je précise que je n’ai pas de VIP personnel ! Whale refuse de me l’attribuer alors que je suis éligible depuis plus de 1 mois

Dear Gros_ton,

thank you for your replies and emails.

• Do you still have an access to your player's account, please?
• Could you please access the game history and share it with us?
• Regarding your cashback bonuses, could you please share your balance history?

Looking forward to your reply,

Katarina

Dear Gros_ton,

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.

We regret to inform you that, due to the lack of response from the player to our messages, inquiries, and reminder, we are unable to proceed with further investigation or provide potential solutions at this time. As a result, we must close this complaint for the moment.
However, please note that the player retains the option to reopen this complaint at any time in the future should they choose to resume communication. We remain open and ready to assist in resolving the matter should the player decide to reach out again.

Thank you for your understanding.

Best regards,
Katarina
Casino.Guru