WSMCasino - Player's account is still active despite closure requests.

Hello,

I would like to file a formal complaint against WSM Casino.

On October 17, 2025, I requested that my account be closed. In response, the casino placed my account into a 24-hour cooling-off period, after which I was supposed to be able to proceed with permanent closure.

On October 20, 2025, I contacted support again and clearly requested that they proceed with closing my account (see Image 1).

However, on the same day (October 20, 2025), the casino inexplicably applied another 24-hour cooling-off period. I replied to them, stating that the cooling-off period had already expired and that I wanted my account to be permanently closed. I did not receive any response to this message (see Image 2).

On October 21, 2025, I received an email stating that the cooling-off period had ended. I immediately contacted support again and reiterated my request to permanently close my account (see Images 3 and 4).

As of October 26, 2025, my account was still open. At that point, I explicitly informed the casino that I am suffering from gambling addiction and urgently requested that my account be permanently closed (see Image 5).

Despite my repeated requests, my account remained active. Since October 26, 2025, I have made deposits totaling 36 LTC.

The most concerning incident occurred on April 3, 2026, when I was enticed back into gambling on this site by a bonus offer. I was even able to wager and withdraw winnings from this bonus. In total, my deposits amount to 36 LTC, while my withdrawals amount to 6 LTC (Transaction History).

My account was finally closed on April 9, 2026.

Given the above, I believe the casino failed to fulfill its responsibility regarding responsible gambling and account closure, despite my multiple explicit requests and disclosure of gambling addiction.

I requested a refund, but it was denied by WSM Casino (RefundRequest).

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Hello,

Thank you very much for submitting this complaint. I'm sorry to hear about the problem you're experiencing. I have read the casino's Responsible Gaming policy and this is what I have found:

f You are diagnosed with a gambling addiction or wish to stay away from gambling for another reason, we want to assist You in avoiding anything that may harm You. "Self-Exclusion" means that You voluntarily exclude Yourself from all gambling services. This exclusion cannot be undone for a set period of time. If You wish to self-exclude from gambling, please message our Support and specify a time span between 6 months and 5 years. They will also explain the next steps and what is required from You.

email: support@wsmcasino.com

Please keep in mind that Self-Exclusion is permanent for the selected period and will not be undone for Your protection.

During Self-Exclusion, You are not allowed to create a new Account. Any attempt to create a new Account during Self-Exclusion is a violation of our Terms of Service and may result in a permanent ban of Your original Account.

The Company will use reasonable efforts to enforce self-exclusion requests. However, You are solely responsible for ensuring compliance, and the Company shall not be liable for any losses or damages resulting from Your circumvention of self-exclusion measures.

What email address did you use to register at this casino? Have you used the same email address to contact the casino with the request to close your account due to gambling addiction?

Have you passed the full KYC verification, or at least submitted any identity documents to the casino for verification?

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,

Attila