Whamoo Casino

I won €4k, then they dragged the verification process out over months, eventually refusing to pay me anyway due to 'discrepancies' in my documents. For reference; they made me visit the Bank of Ireland twice to have statements printed out and stamped by the branch staff and then refused to accept this anyway

They then refused to answer via the given email addresses, and support were unable to assist with the pay-out. I had no choice but to start a dispute via the affiliate website that I joined via, who found the casino's conduct to be improper and unfair. Despite this, they have still refused to engage or reach out, keeping the €4000 that I won for themselves including my deposits.

Whamoo Casino

5 months ago

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.

I have nothing positive to say about this casino kind a. They offering alot of payment options which is good, they have alot of providers but not all of them missing some commons.

One of my worst gaming experience ever on a online casino. First after making a deposit it didn't show up at my balance, contacting the live support telling me it will take 1-2 days depending on the "business department" to answer. Secondly the site is buggy and lags. After getting the money credited to balance I played over 1000-2000 spins 1-2 euro and my wager went down only with 200 euro.
Asking the support they couldn't tell me why it is. Stay away from this Casino, there are better options out there.

Whamoo Casino

2 years ago

Hi Edin93 

Thanks a lot for your review.

I am sorry to hear that you didn't have the great experience we want our players to have in your latest visit to our casino. I went to your account to investigate the complaints you published here in your review and would like to give our feedback on this. Looking at your deposit, there was a delay of 32 minutes before the money appeared in your account. I agree that this should be instant but sometimes a delay can happen which can have several reasons and not always in our control. When delays do happen, we usually ask our players to allow up to 30 minutes as most times the money arrives within this time frame. If not, we then escalate to our Payments and Tech departments to investigate. The maximum timeframe for resolution is usually 2 business days, but most queries are solved a lot quicker, so you should have been given a realistic time frame not just the worse case scenario. I apologise for this and we will ensure our Live Chat Team get some refresher training so that they can deliver the exceptional service we expect and are known for. 

Regarding the wagering issue. The valid wagering amount for reaching the wagering requirements was actually 212 euro. The rest of the bets you made was either bonus money or cash money played on a restricted game. Please be aware that you can only use cash money to reach the wagering requirements and of course not on restricted games. You can find this info in the bonus terms which you agreed to when you accepted the bonus. 

We hope that your next visit will be better.

Emma
Whamoo Casino

Whamoo casino is a quite new online casino that I joined around a month ago. I found them somewhere online and since they were a new casino, I was interested in checking them out. 

The casino offers a good range of game providers, including Netent, Pragmatic Play and others, so I was definitely pleased with their game selection. I signed up and made a deposit of 30 eur. I have to say they offer a very interesting welcome bonus offer. There you can pick your match bonus amount and free spins- either you get a bigger match bonus and smaller amount of free spins or the other way around. Or you can also pick only match bonus or only free spins. I liked the idea behind this offer as it allows you to pick what you like better. However, I had decided to not claim this offer due to the wagering requirements. For the welcome bonus offer it's 30x deposit + bonus and I usually don't claim offers where wagering is required on both deposit and bonus.

Having said that, in my session, I played Gates of Olympus slot with minimum bets. At first I couldn't get any decent wins but then I managed to get the free spins feature which paid around 300x bet. Then I moved on to play Twin Spin for a bit. But in this case, the game wasn't in a good mood. I had one 100x win but even with minimum bets the game took my balance in less than an hour.

Overall I had a nice time at Whamoo casino. I liked the idea for the welcome bonus but the wagering was too high for my taste. But I had no issues with the deposit or games and their game selection was great. Also, they seem to have a lot of ongoing promotions, so that's always a good way to keep things exciting. So I think I might pay them another visit sometime soon.