I registered at the casino via email on April 14, on that day I made a deposit of $200, made a bet, it won, the balance became $366, I decided to put the money on withdrawal, but they were not withdrawn for 3 hours, after which I was simply thrown out of my account. I tried to log in using email and code, but it did not help, I am not allowed into my account, I contacted the support chat, they answered me (I am sending a screenshot) that my account was blocked due to violation of the rules, although I did not violate any rules. As a result, they no longer answer me, help me get my money back

Dear nikitakucin,

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

To better understand your situation and assist you effectively, could you please provide answers to the following questions:

• What specific error message did you receive when trying to log into your account?
• Have you received any communication from the casino regarding the reasons for your account being blocked?
• Did you play casino games or sports betting?

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,

Nick

1. There is no error message, nothing happens there, when you try to log in, the page refreshes and goes back to the main screen, i.e. it simply does not let you into your account
2. Hey there,

Your account has been blocked due to a violation of our Terms and Conditions.

As stated in the Section 15 of our T&Cs, we reserve the right to suspend or terminate accounts found to be in breach of our platform's rules.

Read more here: https://whale.io/terms-and-conditions

This decision is final, and your account will not be reactivated.

I'll close this ticket now.

Here is their answer

1. 3. I bet on sports, I placed one or two bets maximum

Dear nikitakucin,

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

I would like to add, that in case the breach of the casino terms was anyhow related to sports betting, we will be forced to reject the complaint as we deal only with casino related issues.

Wish you best luck resolving it.

Regards,

Nick

Hello, nikitakucin!

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!

Hi!

Thank you for your feedback. We’re sorry to hear about your concerns regarding your account closure. After a thorough review, it was determined that you've abused our system with multi-accounts on the Sportsbook , which violates Whale.io’s Terms and Conditions.

For further clarification or if you have additional questions, please contact our customer support team directly through whale.io. Our agents will respond promptly and provide any necessary proof to address your concerns.

Your withdrawal was successful, transaction hash is here - 0xe3fbe1411d2710e6bc9af0bfe7e878f371e7cfcbeac140b9e57486cac06835f5

We appreciate your understanding and cooperation.

Best regards,

Whale.io Customer Support Team

The money was withdrawn, thanks for the answer, but I don't understand what I did wrong, I didn't create any other accounts

Thank you, Whale.io Customer Support Team!

nikitakucin, sometimes sportsbooks mark players according to patterns which very seldom may be just a coincidence.

That said, 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