The player from Buenos Aires encountered KYC verification issues with WSM casino, following a deposit and a rejected withdrawal. Although he had submitted multiple documents, including an internet bill in a relative's name, the casino repeatedly rejected his address verification, and he believed they were delaying his access to a small amount of winnings (360 USD). The issue was resolved after the player posted a complaint and informed the casino, which then approved his proof of address. The player was able to withdraw his winnings, and the complaint was marked as resolved by the Complaints Team.
WSMCasino - Player is facing KYC verification problems.
Resolved
Our verdict
Case closed
Amount: Ł7
WSMCasino
Safety Index:Above averageCase summary
Discussion
Public
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3 weeks ago
Translation
Hello. I'm having a KYC verification problem with WSM casino.
- Deposit made on February 5th
- Withdrawal requested and rejected on February 10th
- Since then, I've been trying to complete the KYC verification.
I generated a withdrawal and was told I needed to complete KYC verification to proceed.
Like any casino, I complied exactly as requested and completed both the ID and address verification on time.
- ID and facial verification successfully completed
Now the problem is with the address verification, which for some reason I don't understand, they don't want to approve.
Documents that I already sent you previously:
- Visa card summary
- Mastercard card summary
- Bank account summary (bank 1)
- Bank account summary (bank 2)
- Tax certificate from the tax collection agency of my country
- Motor vehicle tax
- Internet service bill (which is telephone + internet)
Even so, after everything I've sent, they still refuse to approve my address verification.
They insisted it be—no exceptions—a public utility bill, like water, electricity, or gas, and I informed them that those bills are in a relative's name, not mine (because I don't own the place where I live; I live with other relatives). Anyway, since the address is listed there, I uploaded it as well. And you know what? They rejected it anyway.
I have never sent so many documents to a betting house and they have never rejected them so many times, documents that are valid everywhere.
From what I can see, they are just trying to prevent me from withdrawing the money, which is a very small amount, close to 360 USD (exactly 6.96 LTC, cryptocurrency deposit).
While writing this complaint, at 6:10 PM (local time), I received an email confirming that my address verification had been approved. Three minutes later, at 6:13 PM, I received another email stating that proof of address was required.
I have all the screenshots of the chat with support, as well as all the documents I sent, to submit as evidence. Please provide me with an email address where I can send you all the evidence, which consists of 40 files to be precise.
Greetings and thank you.
Automatic translation:
Public
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3 weeks ago
Important notice:
Casino Guru will never ask for payments or access to your accounts to complete KYC. If someone claims to be from Casino Guru and does that, do not share any information.
We only contact players through this official complaint thread or via @casino.guru e-mail addresses. Always check the sender’s domain and verify your complaint resolver’s e-mail address by clicking on their avatar visible inside the official complaint thread.
If anything seems suspicious, contact us directly.
Stay safe.
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3 weeks ago
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.
- Could you please forward me the documents you sent to the casino as your proof of address? My email address is veronika.f@casino.guru.
- Have your other identity documents been successfully verified?
- What types of games did you play at this casino?
- Have you accumulated your winnings with or without a bonus?
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
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3 weeks ago
- Yes, other documents have been successfully verified
- Casino and sports
- I did not use any bonus
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Once I posted the complaint and informed the Casino about it, they -suddendly- approved my POA (proof of address).
You can close the complaint as I could withdraw the money, but for everyone reading this, take care of this bookmaker. If you win as little as one dollar, you will have trouble withdrawing your money for sure.
Have a nice weekend.
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2 weeks ago
Dear whiskybets,
We're glad to hear that your issue has been resolved. We'll go ahead and mark the complaint as 'resolved' in our system. We appreciate your cooperation and confirmation. If you ever encounter any issues with this or any other casino in the future, please feel free to reach out to our Complaint Resolution Center. We're here to help.
As you know, we do not charge for our services, nor do we accept any gratuities. However, we would greatly appreciate it if you could take a moment to share your experience with our services on Trustpilot https://www.trustpilot.com/evaluate/casino.guru. An honest review, along with any suggestions for improvement, would be invaluable. Your feedback could help others who may be considering contacting us for assistance with online casino-related issues.
Thank you in advance for your time.
Best regards,
Veronika
Casino.Guru
