The player from Germany had his account with WSM Casino closed after a previous account was discovered during a verification review. He argued that the withholding of his balance of approximately €500 was unjustified and found the terms and conditions unclear regarding multiple accounts and fund retention. The player sought an independent review from Casino Guru. After reviewing his statements and the correspondence, we closed the complaint as unjustified because he knowingly created a new account without asking the casino to reopen the original one or getting permission to register again. The fact that his nationwide exclusion had been lifted did not count as casino approval, so the account closure and confiscation of the winnings were upheld.
WSMCasino - Player's account is closed and funds are confiscated.
Unjustified complaint
Amount: €500
WSMCasino
Safety Index 5.5 Below averageCase summary
Translation
I previously had an account with WSM Casino, which I closed. This account remained closed and was no longer active when I later registered a new account.
I was then able to use the new account without any problems for about three months, including deposits, withdrawals, and gaming activities. During this entire time, WSM did not inform me that there was a problem with my previous account.
Only later did WSM request documents for verification. During this review, the previous account was discovered. Consequently, my current account was closed and my remaining balance of approximately €500 was withheld or declared invalid.
WSM justifies this by stating that I violated the rules regarding multiple accounts, referring to clauses 5.4 and 6.3 of the terms and conditions.
My real point of contention is not the existence of the former account, but the complete withholding of my real money balance.
I find the relevant terms and conditions unclear and potentially misleading. Clause 5.4 initially governs the closure of multiple accounts. Clause 6.3 states that WSM "may" withhold funds in the event of a breach of the terms and conditions. At the same time, clause 9.1 explicitly stipulates that the entire balance can be paid out upon account closure.
WSM has not yet provided me with a comprehensible explanation as to why the mere existence of a previous, already closed account should justify the complete confiscation of my real money balance of approximately €500.
I therefore request Casino Guru to conduct an independent review to determine whether WSM's retention of my funds is justified based on their own terms and conditions.
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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.
- When exactly did you create each of your accounts at this casino?
- When and why was your original account closed? Did you request its closure yourself, or was it closed by the casino due to a breach of its Terms and Conditions?
- Before registering the new account, did you contact the casino about reopening your original account or receive permission from casino support to create a new one?
- Did you register both accounts using the same personal information, and did you claim or use any bonuses on either account?
- Could you please clarify whether the disputed €500 consisted of your deposited funds, winnings generated from real-money play, or bonus-related winnings?
- Please forward the complete communication concerning the closure of your original account, the creation and subsequent closure of the new account, and the confiscation of your balance to veronika.f@casino.guru. Please send emails in their original .eml or .msg format and include complaint ID 231118.
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
TranslationHello Veronika,
Thank you for your follow-up questions.
I would like to present the background information in a coherent way here as well:
I had an account with this casino some time ago. At that time, in addition to an existing nationwide ban in Germany, I also had myself banned directly by the casino.
The background was that I had previously banned myself from gambling throughout Germany via the OASIS exclusion system. As far as I remember, the ban was processed by the Darmstadt Regional Council. I was puzzled at the time that access to this casino was apparently still possible despite the nationwide ban. Therefore, I also contacted the casino directly and requested a separate block on my account.
I voluntarily had the nationwide ban lifted in spring 2026. Only after that did I decide to open an account with the casino again.
The new account was opened about a month and a half ago, as far as I remember. At that time, the original account was already closed or no longer active. Therefore, I assumed that I could open a new account after my nationwide account suspension was lifted.
I did not continue using the original account in parallel, nor did I attempt to circumvent an existing block. As I understand it, the old account had already been closed.
As far as I recall, the casino didn't collect any extensive personal data from me for the accounts. The original and the new accounts were managed with different email addresses. I didn't claim or use any bonuses on either account.
The disputed €500 was real money. As I recall, the balance consisted primarily, or possibly entirely, of winnings from real-money games. I had previously withdrawn funds from the account. Whether the €500 included part of an original deposit, I cannot say with absolute certainty today.
After the casino informed me about the two supposedly existing accounts, I contacted their support. I have since forwarded the corresponding correspondence to you separately via email.
In this email, I have also attached my supplementary statement addressing your questions. You have thus received the documents and email correspondence that I currently have for your review.
Unfortunately, I haven't been able to locate the original messages regarding the closure of my first account. However, I will continue to check if I can reconstruct them or find them elsewhere.
It is important for me to note that, in my view, the new account was only opened after the voluntary lifting of the nationwide block, and the original account was already closed or no longer active at that time.
Best regards
Thank you for your response.
I have checked the registration form at this casino, and I can see that players can register using only an email address or through instant registration with WalletConnect. You also mentioned that the casino did not collect any personal information from you.
- Am I therefore correct in understanding that you did not submit any identity documents to the casino for KYC verification from either of your accounts?
- Did you provide any personal information, such as your full name, date of birth, or address, in either of your casino accounts at any point?
TranslationHello Veronika,
Yes, now I remember. That was back then via WalletConnect. The wallet was a Best Wallet account, which unfortunately no longer exists.
To my knowledge, I did not provide any personal data such as name, date of birth or address at that time, nor did I submit any identification documents for verification.
There was initially no KYC check with the new account either. I was able to use the account normally for weeks or even months, depositing, playing, and making withdrawals. The account was only closed during a later check.
I don't know exactly how the old and new accounts were ultimately linked. My suspicion remains that this might have happened via the different email addresses I used to communicate with the casino in connection with the account closure. However, that's just my guess.
Best regards
René
Dear stegi88,
Thank you for clarifying the situation. After reviewing your responses and the email you provided, I regret to inform you that we cannot pursue your complaint further.
You confirmed that you knew about your previous account and created a new one without asking the casino to reopen the original account or obtaining permission to register again. Closing an account does not automatically permit the creation of a replacement account. Likewise, the lifting of your nationwide exclusion did not establish permission from this casino to open another account.
I acknowledge that you reported using no bonuses and that the accounts were not active simultaneously. Nevertheless, the new account was knowingly created, rather than resulting from an accidental registration or a forgotten account.
For these reasons, I am closing your complaint as unjustified. I understand that this is disappointing, and I am sorry I could not help you achieve a different outcome.
Best regards
Veronika
