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Formal Complaint – Unpaid Withdrawal and Missing Funds

Dear Compliance Team,

I am submitting this formal complaint regarding my experience with WhaleBet.gg and respectfully request your assistance in investigating this matter.

Account Information

* Username: [hidden by Casino Guru]

* Account status: Active

* Email verification: Completed (100%)

* KYC verification: Successfully completed (100%)

Withdrawal Details

* Withdrawal request date: June 16, 2026

* Time: 4:22 PM

* Amount: 348.29 USDT (approximately ARS 500,000)

* Transaction ID: [hidden by Casino Guru]

Chronology of Events

I discovered WhaleBet through an Instagram advertisement and created an account.

I made several deposits and initially lost my balance. After my fourth deposit, I won a significant prize while playing a Pragmatic Play game. I continued playing until my balance reached approximately ARS 1,500,000.

I then requested a withdrawal of ARS 500,000 (348.29 USDT). The withdrawal remained in "Processing" status. I contacted customer support and was informed that withdrawals could take some time.

After waiting approximately two days without any progress, I continued playing with the remaining balance while the withdrawal was still pending.

Later, the withdrawal was cancelled by the casino. However, the cancelled amount was never returned to my account balance.

From that moment, I repeatedly contacted customer support. Initially, I was told there was a system issue. After approximately fifteen days of continuous follow-up, support informed me that the issue had been resolved and that the cancelled withdrawal amount would be restored to my balance so I could submit a new withdrawal request.

Unfortunately, that never happened.

Since then, every new conversation with customer support starts as if my case does not exist. I am repeatedly asked to explain everything again, despite my previous contacts and the promises already made by the support team.

As of today, my cancelled withdrawal has still not been returned to my account, and I have not received any satisfactory explanation or resolution.

Evidence Available

I can provide the following evidence upon request:

* Screenshots and videos of my winnings.

* Transaction history.

* Withdrawal request information.

* Transaction ID.

* Screenshots of my account.

* Complete conversations with customer support confirming that the funds would be returned.

* Any additional documentation required.

Request

I respectfully request that this case be investigated and that WhaleBet be required to:

1. Return the cancelled withdrawal amount to my account or complete the payment immediately.

2. Provide a formal written explanation regarding the disappearance of these funds.

3. Review whether the operator has complied with its obligations toward customers and applicable gaming regulations.

I have acted in good faith throughout the entire process, completed all verification requirements, complied with all requests made by the casino, and have cooperated fully at every stage.

Thank you for your attention. I am willing to provide any additional information or documentation necessary to facilitate this investigation.

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.

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?
• Could you please forward me the conversations between you and the casino customer support regarding the cancellation of your withdrawal request and the return of your balance to your player's balance? My email address is [email protected].
• Have you passed the full KYC verification, or at least submitted any identity documents to the casino for KYC?

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

Dear C.lopezrpp,

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,
Veronika
Casino.Guru