WSMCasino - Обліковий запис гравця закрито.

I played blackjack. I won 3000USD, they asked me for verification, I passed ID and POA verification. Then they blocked my account.

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Hello,

Thank you very much for submitting this complaint. I'm sorry to hear about the problem you're experiencing. Please allow me to ask you a few questions to clarify your situation.

• Have you received any emails from the casino after your account was blocked? If so, kindly forward them to me at [email protected].
• Have you submitted any additional documents for your verification that have been rejected by the casino?
• Have you played any other games besides blackjack?

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

Veronika

Due to the increased volume of complaints during this time of year, we kindly request your patience while awaiting our responses. We aim to publish each complaint within 72 hours of submission, but reserve up to 7 days to reply to any subsequent comments. Additionally, please be aware that it might take a bit longer for your complaint to be assigned to a resolver, as we are currently managing over 1,000 complaints. Your understanding is greatly appreciated. Wishing you a delightful holiday season, and we will get back to you as soon as possible.

I’ve played slots from the free spins but i won nothing, i also played sport bets like the AI matches and won something, ive also lost all the free bets that the casino gives for free to everyone. But principally i played blackjack. I also forwarded the gmail rn.

the gmail that i received was sent only because i wrote to them and the gmail doesn’t explain the situation in the slightest. And my documents were never rejected only accepted.

Hello Alecsz,

We would like to update you that due to Veronika, your designated resolver, being on vacation, we have opted to extend the timeline by an additional 7 days. Since Veronika has an in-depth understanding of your situation and maintains direct communication with the casino, we find this extension justified. Your patience is sincerely appreciated, and I assure you that Veronika will contact you at the earliest opportunity.

Thank you for your understanding and ongoing patience.

Best regards, Casino Guru

Dear Alecsz

Thank you for your cooperation and for providing all the necessary information. I truly appreciate the time and effort you’ve taken to share everything with us so far.

Your complaint will now move to the next stage of our process and be handled by your dedicated Resolver, Stefan ([email protected]). This is a standard step in our procedure, as the Resolver will take over communication with the casino directly and manage your case from this point onward.

No action is required from you right now. Your Resolver will reach out through this thread if any additional details are needed. You can rest assured that your case is in very capable hands.

I wish you the best of luck and hope your case will be resolved to your satisfaction soon.

Kind regards,

Veronika

Dear Alecsz,

I am sorry to hear about the issue you are experiencing with the casino. I will reach out to the casino on your behalf and do my best to help resolve the matter promptly.

At this point, I would like to invite a representative from WSMCasino to join this conversation and assist in addressing the complaint.

Dear WSMCasino,

Could you please provide your comments regarding the situation?

Thank you in advance for your cooperation and for sharing any relevant information.

Hello Stefan,

The user account was closed and funds confiscated in align with the agreed TnC.

Proofs were now sent to [email protected].

Regards,

Yeah still nave no clue what i did wrong

Dear WSMCasino Team,

Thank you for your response and for providing the evidence via email.

I have replied to your email accordingly and will await your further response.

Dear Stefan,

Thank you for your response, I've replied now back.

Can i even know what is happening? What TnC did i break?

Dear WSMCasino Team,

I have responded to your email and will await your reply.

Dear Alecsz,

At this time, I am unable to disclose the details of the communication taking place outside of the complaint thread. However, please be assured that I am doing my utmost to advocate on your behalf and to achieve a fair resolution.

Hello,

A new email has been sent.

Regards,

Dear WSMCasino Team,

I have responded to your email and will await your reply.

We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.