Bitcoin Forum

⚠️ [SCAM ALERT] Whale.io blocked my account and stole $3770 because I couldn’t send a selfie within 24 hours

1. Summary
Whale.io unfairly blocked my account with $3770 balance because I didn’t send a selfie with my passport within 24 hours. 
I never even saw their verification request in time — and they have no live chat, only a slow ticket system. 
When I contacted them later, they said my account was permanently blocked and refused to return my funds.


2. My account details
• Website: https://whale.io (https://whale.io) 
• Username / Email: (JetUwel85@outlook.com) 
• Balance confiscated: $3770 
• Reason given: “Failure to provide selfie verification within 24 hours” 


3. What really happened
Whale.io asked me to send a selfie with my passport, but I never received a proper notification — they only posted it inside their internal ticket system. 
There is no live chat and they did not send any email notification. 
At that time, I was seriously ill and bedridden, so I couldn’t respond within 24 hours. 

When I recovered, I immediately contacted support and sent all requested KYC documents, but they replied that it was “too late” and that my account was permanently blocked.

4. Unethical behavior — deletion of tickets
After this happened, I tried to re-check my old tickets, but I noticed that Whale.io deletes support tickets after the case is closed. 
Because of that, I can’t provide direct screenshots of our communication — it’s simply gone from my account. 
This raises serious concerns about transparency, as it looks like Whale.io intentionally removes evidence that could prove their wrongdoing.



5. Why this is unfair
• 24 hours for KYC selfie is unreasonably short. 
• Lack of proper communication — no live chat or email notice. 
• They confiscated $3770 without any valid reason. 

This behavior is abusive and unethical toward players.

6. What I ask for
I ask Whale.io to: 
1️⃣ Return my full balance of $3770, or 
2️⃣ Restore access to my account so I can withdraw my funds. 

Unless this issue is resolved, I will consider Whale.io a scam operation and warn others in the community.

7. Note
I am ready to provide any proof I still have — deposits, wallet transactions, and identity documents — but Whale.io’s deletion of support tickets makes it impossible to show the full correspondence. 
If anyone else faced similar problems, please share your experience here.

Are you sure they didn't send you an email? Requesting a KYC within a ticket, without sending any emails or other forms of notifications, and permanently blocking the account within 24 hours is unreasonable. They have a pretty good reputation in this forum. In my opinion, I do not expect such behavior from a reputable casino. You can send a private message to @Whale (https://bitcointalk.org/index.php?action=profile;u=3609918) here and invite them to post their response.

I don't understand why a casino would require the player to complete their KYC verification within 24 hours. What is the problem if they allow more time for verification? I assume they think players will send them photoshopped documents if they allow more time.

This is a very weak reason to block the account of a user. If I remember it correctly, then I have never seen any casino to give 24 hours only to complete the KYC verification. Even casinos usually give multiple opportunities to a user to complete the verification. I hope Whale.io represents will make the thing clear here.

I just checked that Whale.io has live support system, but it has suggested to create a ticket when I wanted to talk to a support agent instead of AI bot. I don't know what happens there after creating a ticket, but there might be a transcript of the ticket in the Whale server. They should at least send the transcript of the ticket to the user email address.

@Shishir99 , Yes, they really didn't send me any email about the verification request. I'll send them a private message. Thanks for contacting me. I hope I get a response.

@Mahdirakib , They really don't forward messages from tickets to email. I checked all my email several times and still haven't found a single mention of verification or duplicate messages from tickets.

Insane that some casinos can take X number of days which can range from a week to months yet force users to act within 24 hours

Disgusting behaviour if they didnt even email you, they can not expect you to check support ticket on their site everyday wtf is this

Jetka99 Hey! You were aware of the situation. We are very lenient with many questions, but not with public slander.

We have lifted the block. Please reopen a ticket (Extensive KYC) by November 7th, 23:59 UTC, or your account will be blocked.

@Whale Thank you very much! I have created a ticket and am waiting for further feedback to resolve the situation!

It is good to see that the block has been lifted, and the OP can now submit their KYC. But I am curious why a casino requires player to complete their KYC within a fixed period of time? Also, ban their account after that timeframe? I consider BC game as the most scammy casino because they do not allow players to submit KYC if a player is unable to verify their account after a few failed attempts. Yet, even BC games do not provide a specific time frame for updating the KYC. This is questionable, and I am curious about it.

@OP, update us on the new development.

Good day, I have uploaded all the documents they requested and am waiting for a decision.