WSMCasino

Case summary

The player from Germany had successfully verified his account, but was then asked to verify a different account that did not belong to him in order to complete a transaction. Despite attempts to gather more information, the player did not respond to the Complaints Team's inquiries. As a result, the complaint was unable to be investigated further and was rejected.

Discussion

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Muddywarter

Bronze

Germany

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8 months ago

OriginalTranslation

I've successfully verified my account, but now I'm asked to verify an account that doesn't even belong to me! Only then can the transaction be completed.

Automatic translation:

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Kristina

Complaint Resolution Center Team Lead

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8 months ago

Dear Muddywarter,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please allow me to ask you a few questions, so I can understand the whole situation completely.

Could you please clarify which account (that doesn't belong to you) you should verify? Did the casino detect another casino account or are you talking about a bank account?
Which documents have you already provided?

I hope we will be able to help you to resolve this issue as soon as possible. Thank you very much in advance for your reply.

Best regards,

Kristina

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Kristina

Complaint Resolution Center Team Lead

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8 months ago

Dear Muddywarter,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

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Kristina

Complaint Resolution Center Team Lead

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8 months ago

Unfortunately, the player has not responded to our messages and questions. Consequently, we are unable to investigate further and have no choice but to reject this complaint.

The player can reopen this complaint at any time.

WSMCasino - Player is facing a verification issue.

Player stopped responding

Amount: €400

Case summary