WSMCasino - Player’s account has been closed without reason.

I found this casino on your site because it had a high rating. I played here for half a year. I played roulette. I bet on sports. Everything was fine. I made deposits and withdrawals in a minute. But one day they canceled my payment. They asked for verification. I passed KYC verification at wsm casino, including facial recognition, but after passing, I submitted a withdrawal, and then wsm casino closed my account, without giving any explanation.

How is this possible for a casino with such a high rating? How can you just steal all the money? I hope for your honesty. I am ready to provide any documents.

Hello,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with WSMCasino.

Please allow me to ask you a few questions so I can better understand the situation.

• What games did you play to accumulate your current balance in the casino? (slots, live games, betting on sports)
• Did you achieve your current balance with the help of a bonus?
• When did you pass verification in the casino?

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

Best regards,

Tomas

Important Notice: Casino.Guru will never ask you to make payments or grant access to your accounts in order to complete KYC on your behalf. If anyone claims to be from Casino.Guru and requests such information, do not share anything with them.

All communication from us will be through this official complaint thread or the official email addresses provided in your case. Please always check the domain of any email you receive and verify that it truly comes from us. You can confirm this by clicking on your complaint resolver’s profile.

If you notice anything suspicious, don’t hesitate to reach out to us directly.

Thank you for your patience, and stay safe.

I was betting on roulette, sweet banzana, sports.

I didn't receive any bonuses

19/07/2025

Thank you very much for providing the necessary information. I will now transfer your complaint to my colleague Martina ([email protected]), who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.

Dear redinaa,

My name is Martina and from now on, I will assist you with resolving your complaint. I am sorry for the situation you found yourself in. I will contact the casino and try my best to resolve the issue as soon as possible.

Now I would like to invite WSMCasino representative to join this conversation and participate in the resolution of this complaint.

Dear casino representative,

I would appreciate it if you could clarify the reasons behind the closure of the player's account, as the explanation provided thus far was rather limited. While I understand that casinos have the authority to close any player account at their discretion, it is essential that all financial obligations are settled beforehand. If there were any violations of your policies detected that led to this decision, I kindly request that you share any relevant evidence with me at [email protected] .

Thank you in advance for providing the information.

Hello -

The user received an automatic email, but KYC requests can pass manual checks where a human decision may occur.

In this case, when checking our Fraud team, identified a 3rd party (mule) when KYC.

For these reason the account was was closed indefinitely and the funds confiscated.

Thanks,

WSM Team.

I did nothing wrong. Give me my money back. I am ready to prove it in any way.

Thank you for both of your statements.

Can you please WSMCasino Team as well as redinaa send me some proof to my email email address [email protected] ?

Thank you in advance

Dear WSMCasino Team,

Can you please give us an update? Thank you

Hello -

The issue here was as per what I said above -

"The user received an automatic email, but KYC requests can pass manual checks where a human decision may occur.

In this case, when checking our Fraud team, identified a 3rd party (mule) when KYC.

For these reason the account was was closed indefinitely and the funds confiscated."

I thought I was confuse as details weren't matching.

I've now sent the proof to [email protected].

Thanks,

WSM Team.

Greetings, all.

Thank you, WSMCasino, for providing all the information and the evidence about this case.

Dear redinaa,

Unfortunately, we are forced to reject your case, as the casino has provided us with the evidence that you have indeed violated the terms of the casino.

In that case we are unfortunately unable to help.

Please know that this kind of behavior we won't support in any case.

Respectfully,

Martina