The player from Germany had been waiting for two weeks for a withdrawal requested on June 29, which had not yet been processed. Although he had successfully completed the KYC verification, the live chat consistently stated they were awaiting a response from the payout department. His complaint was addressed by the Complaints Team, who communicated with the casino on his behalf. The issue was eventually resolved, and the player confirmed the resolution of his complaint.
WSMCasino - Player's withdrawal has been delayed.
Resolved
Our verdict
Case closed
Amount: €1,500
WSMCasino
Safety Index:HighCase summary
Discussion
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4 months ago
Hello,
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 advise us on the current status of your withdrawal request? Is it marked as pending or processed in your casino account? If possible, please post a screenshot of your withdrawal history here in this thread.
- Did you accumulate your winnings with or without an active bonus?
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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Thank you for your patience, and stay safe.
Sensitive attachment
Sensitive attachment
4 months ago
Translation
Good day Ms. Stark,
Thank you for your quick response.
Attached is a screenshot of the payout that was won without any bonus or anything similar.
This is my first withdrawal from the casino.
Automatic translation:
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4 months ago
Thank you very much for your reply. Could you please forward all the relevant communication between you and the casino to [email protected]? Alternatively, you can post it here. Thank you in advance.
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4 months ago
Translation
All conversations took place via WSM Casino's live chat, so I no longer have it, but I'm attaching an email I received. In the live chat, regardless of who was talking to me, it always said, "Your withdrawal is being reviewed at this moment, please be patient," so it wasn't really a satisfactory answer. At other casinos, you definitely get more help and faster payouts—much faster. What's the current status? Or rather, how are you going about resolving this problem? I've sent you the email attachment.
Thank you for your feedback!
Edited
Automatic translation:
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4 months ago
Thank you very much for your cooperation. 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.
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4 months ago
Dear flyingducky200212,
My name is Martina and from now on, I will assist you with resolving your complaint. I am sorry to hear that your withdrawal has been delayed. 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, could you please state the reason why the player's withdrawal has not yet been processed?
Thank you in advance for providing the information.
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4 months ago
We were waiting on a gameplay review due to a provider flag for some of their games.
This has now been approved, we're sorry for the delay.
It won't happen again.
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4 months ago
We'd like to inform everyone following this case that the player has marked this complaint as resolved using the dedicated button.
Dear flyingducky200212,
We are pleased to hear that your issue has been resolved. We will mark the complaint as 'Resolved' in our system. Thank you for your cooperation and confirmation. If you experience any future issues with this or any other casino, please don’t hesitate to reach out to our Complaint Resolution Center. We are here to assist you.
As always, our services are free of charge, and we do not 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://trustpilot.com/evaluate/casino.guru. Your honest review, along with any suggestions for improvement, would be incredibly valuable. It can also help others who are considering contacting us for assistance with online casino-related matters.
Thank you in advance for your time and feedback.
Best regards,
Martina
