Hello,

I requested a withdrawal of 45,000 JAMBO tokens from Whale.io on April 9th, 2025. The support team admitted there was a technical issue and told me I would receive the payment soon, but it has now been over a week and nothing has been processed.

Each time I reach out, support takes several days to reply, gives no real solution, and then closes the ticket without resolving anything. I am starting to seriously doubt their intentions.

What's more the app offers a lootbox service where they give us the option to withdraw our winnings or immediately resell them at market value, but that's not the case either.

I can't resell at the exact price or receive my tokens..

I currently have 50 pages of withdrawal pending with no concrete response.

For your information, 1 jambo is worth $0.2170 at the time of writing.

That's a story of approximately $10.000.

The email linked to my account is: [email protected]

I kindly ask for your assistance in resolving this issue.

Thank you very much. 

Dear Faker08,

Thank you very much for submitting your complaint. We are sorry to hear about the issue with your withdrawal and understand your concern. However, please bear in mind that it’s quite usual for withdrawals to take a couple of days or even weeks to get fully processed. This means that it may take some time before your money appears in your account. This delay may be caused by unfinished KYC verification or a high volume of withdrawal requests.
That’s why we advise players to be patient, cooperate fully with casino, and wait at least 14 days after requesting their withdrawals before submitting a complaint.

If your account has been successfully verified, your game history checked, your withdrawal approved by the casino, and you still haven't received your winnings by 14 days since requesting the withdrawal, we will intervene and do our best to help you.
Thank you in advance for your patience and understanding.

Best regards,
Complaints Resolution Center


PS: Our initial response was generated based on the information you provided when submitting your complaint. If there has been any misunderstanding and the issue is different or more than just a delayed payment, please rest assured—we will review the details thoroughly and get back to you as soon as possible. Thank you for your patience.

Dear Faker08,

I hope you are doing well. As the recommended time frame has now passed, could you kindly update us on whether your withdrawal has successfully been received or if there have been any new developments regarding your case? Thank you for your time, and I look forward to your response.

Hello,

First of all, I would like to thank you for the time you have devoted to this matter.

Unfortunately, I have not seen any progress to date.

I remain at your entire disposal

Thank you Faker08 for all the information provided so far. I will now forward your complaint to my colleague Pavel ([email protected]) who will be assisting you from now on.

Wish you best luck resolving it.

Regards,

Nick

Hello, Faker08!

Thank you for your patience. Now I will be taking care of your complaint and I hope that together we will resolve the problem.

I would like to invite the casino to give them a chance to explain their side of the situation.

In case of player's breach of terms and conditions, please, send the relevant evidence to my e-mail: [email protected]. It will not be shared with anyone, including the player. Thank you!

Thank you for your support and for forwarding my complaint. I truly appreciate the assistance provided so far.

I remain at your entire disposal if necessary.

Hi!

Thank you for feedback and reaching out!

Please contact Customer Support through Whale.io and ask for a agent called Lisa. Your case will be taken forward with fastest action to solve it.

We appreciate your patience!

Best regards,

Whale Support

Hi Faker08!

After internal investigation we've found out the issue regarding your pending WD.

You've provided us wrong wallet address and WD is not going through because of this. Ask said earlier, please go to Whale.io and open new ticket in Support -> ask for Lisa and please provide us the correct SOL wallet address for your Jambo token withdrawal.

Thank you for your patience!

Best regards,

Whale Support

Hello,

I will immediately try to do what you advised.

Thank you very much for your feedback.

Sincerely,

Hi!

Sweet, thank you!

Best regards,

Whale Support

A first transaction has been validated.

Lisa assured me that this was a test and that the team would take care of the rest as soon as possible.

This is a major step forward regarding this misunderstanding.

A big thank you to all of you here and to Lysa for your work and support so far.

Sincerely,

Hello,

I'm getting back to you to confirm that the entire withdrawal was successfully processed and received.

A big thank you to the entire Guru Casino team and the entire Whale.io team who helped resolve my issue.

The service was outstanding and if the opportunity arises in the future, it would be obvious to recommend you.

Best regards,

Faker08

Hi!

Glad to hear that and thanks for the good feedback!

Have a good one!

Best regards,

Whale Support

Thank you for your help, Whale Support!

Dear Faker08,

We're glad to hear that your issue has been resolved. We'll go ahead and mark the complaint as 'resolved' in our system. We appreciate your cooperation and confirmation. If you ever encounter any issues with this or any other casino in the future, please feel free to reach out to our Complaint Resolution Center. We're here to help.

As you know, we do not charge for our services, nor do we accept any gratuities. However, we would greatly appreciate it if you could take a moment to share your experience with our services on Trustpilot https://www.trustpilot.com/evaluate/www.kpvfaw.com. An honest review, along with any suggestions for improvement, would be invaluable. Your feedback could help others who may be considering contacting us for assistance with online casino-related issues.

Thank you in advance for your time.

Best regards,

Pavel Kaczynski

www.kpvfaw.com