Whamoo Casino - プレイヤーのアカウントは説明なしに閉鎖されました。

Hi,

I’m really upset and disappointed with how Whamoo treated me. I had been playing on their site and after winning some money, I requested a withdrawal. They asked me for KYC documents, which I provided, including a selfie with ID and screenshots from my Skrill account, just like they asked.

Then they emailed me again asking for a Source of Wealth questionnaire, which I didn’t even get a proper chance to complete before they suddenly closed my account and voided all my winnings. They claimed I was involved in "collusion," which I don’t even understand because I only played on my own. I’ve never shared my account or done anything wrong.

I emailed them asking for updates multiple times. First they were responding and asking for more info, and now they just shut down my account with no proper explanation. It feels really unfair after I followed everything they asked. I spent time, energy, and money, and now they just take it all away?

Please help me get this looked into properly. I feel like I’ve been scammed.

Dear msshaon900,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with Whamoo Casino.

Please allow me to ask you a few questions so I can better understand the situation.

• Could you please advise how long you were a player at the casino and when exactly your account was blocked?
• How did you learn about your account being blocked?
• What games did you play to accumulate your current balance in the casino? (slots, live games, betting on sports)
• Did you achieve your current balance with the help of a bonus?
• Have you submitted the source of wealth document to the casino as well?
• Could you please share with me your communication with the casino regarding the account closure and allegations raised against you? Send emails or chat transcripts to my email at [email protected], or post screenshots here

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,

Tomas

Please note that Casino.Guru will never ask for any payments or request access to your accounts. If anyone claims to be Casino.Guru personnel and asks for such actions, do not provide any information.

The only legitimate way we will contact you is through this official complaint platform or via the email addresses provided in your complaint thread.

Stay cautious and contact us directly if you have any doubts.

Dear msshaon900,

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,
Tomas
Casino.Guru