2 månader sedanOriginalspråkÖversättning
I'm leaving a review here having had a justified complaint which resulted in a lot of points against Whamoo being listed here.
During the verification process, I had to visit Bank of Ireland twice to get statements that were stamped by the bank. They rejected the first lot without giving any decent reason, and then they rejected / told me there was discrepancies identified in my documents. This was obviously in bad faith as I don't see I could obtain a more legitimate source of information than having a branch stamp each of my statement pages to verify their authenticity.
I did register a complaint with the ADR, which has been rejected as they claim I didn't register a complaint directly with Whamoo first. I tried, but since they refused to engage and clearly were intent on not paying my winnings, I had no choice but to then bring a dispute via casino.guru
Since Whamoo won't engage with me, or Casino.guru, and the ADR won't accept a complaint without Whamoo's complaints process first being followed, I'm in a chicken and the egg scenario which has meant my winnings have gone unpaid. I reached out to their payments verification team several times to register my dissatisfaction over a period of a couple of months but I never heard back. Customer support confirmed on more than one occasion that the matter had been escalated.
If you're a high roller and thinking about playing somewhere, don't make it Whamoo or any of their casinos. Just play somewhere that doesn't want you to get your bank statements stamped then reject them anyway, and then refuse to talk to you.
There are loads of great casinos out there instead.
During the verification process, I had to visit Bank of Ireland twice to get statements that were stamped by the bank. They rejected the first lot without giving any decent reason, and then they rejected / told me there was discrepancies identified in my documents. This was obviously in bad faith as I don't see I could obtain a more legitimate source of information than having a branch stamp each of my statement pages to verify their authenticity.
I did register a complaint with the ADR, which has been rejected as they claim I didn't register a complaint directly with Whamoo first. I tried, but since they refused to engage and clearly were intent on not paying my winnings, I had no choice but to then bring a dispute via casino.guru
Since Whamoo won't engage with me, or Casino.guru, and the ADR won't accept a complaint without Whamoo's complaints process first being followed, I'm in a chicken and the egg scenario which has meant my winnings have gone unpaid. I reached out to their payments verification team several times to register my dissatisfaction over a period of a couple of months but I never heard back. Customer support confirmed on more than one occasion that the matter had been escalated.
If you're a high roller and thinking about playing somewhere, don't make it Whamoo or any of their casinos. Just play somewhere that doesn't want you to get your bank statements stamped then reject them anyway, and then refuse to talk to you.
There are loads of great casinos out there instead.
- Refused to engage with a complaint directly
- Refused to engage properly with Casino.Guru
- Payments verification email given does not respond
- Will use any excuse to avoid paying winnings
Whamoo Casino
2 månader sedan
Hi devscott87,
Thank you for your review.
I am sorry to hear that you didn't have the great experience with your account that we want our players to have.
We didn't receive an official complaint from you to respond to, but I've checked your account out further to this review. It seems we asked you to verify your account before processing a withdrawal - pretty standard practice. There were discrepancies between documents you sent us (both with the data on your account, and the documents between themselves). So we asked you for extra documents (as AML law tells us to). Unfortunately, our verifications team still had substantial reasons to suspect that some of the documents provided were not genuine. As a result, your account was closed and winnings voided.
There are limits with what we can share here publicly (versus if you'd followed our Complaints Procedure and submitted a complaint to us: https://whamoo.com/complaints), which may be why the dispute wasn't solved in our favour here due to our inability to share sensitive information with the forum.
However, it seems you contacted MADRE, an alternative disputes resolution entity. The ADR decided on the subject matter of your complaint and found our actions justified based on money laundering regulations. Despite us not all getting the outcome want with our players of easy game play, win or lose, there's nothing for us to add here that you haven't already received as an official result from the ADR.
All the best.
Thank you for your review.
I am sorry to hear that you didn't have the great experience with your account that we want our players to have.
We didn't receive an official complaint from you to respond to, but I've checked your account out further to this review. It seems we asked you to verify your account before processing a withdrawal - pretty standard practice. There were discrepancies between documents you sent us (both with the data on your account, and the documents between themselves). So we asked you for extra documents (as AML law tells us to). Unfortunately, our verifications team still had substantial reasons to suspect that some of the documents provided were not genuine. As a result, your account was closed and winnings voided.
There are limits with what we can share here publicly (versus if you'd followed our Complaints Procedure and submitted a complaint to us: https://whamoo.com/complaints), which may be why the dispute wasn't solved in our favour here due to our inability to share sensitive information with the forum.
However, it seems you contacted MADRE, an alternative disputes resolution entity. The ADR decided on the subject matter of your complaint and found our actions justified based on money laundering regulations. Despite us not all getting the outcome want with our players of easy game play, win or lose, there's nothing for us to add here that you haven't already received as an official result from the ADR.
All the best.
