WSMCasino - Pelaajan tilillä on varmistusviiveitä.

Hello. I have such a problem with this casino. I quickly passed the verification by taking a passport photo and a selfie. But then they asked me to verify the address. And they gave me a list of 10 documents to choose from. I sent them bank statements and bank card statements, but they said that this was not enough and made me send something else. Then I sent them an extract from the state register of the place of registration of the person, a national passport, an electronic document, credit agreements with financial institutions. And all these documents had my name and address. They said that this was not enough and demanded payment for utilities. I warned that the owner of the house is my father and all utilities go to him. They said that they would accept utility bills in my father's name, that they understood and it was not scary. I sent bills for gas, water, heating, electricity, they asked for bills for these services. But they did not accept them and said that now they need an account for the Internet or phone. I explained to them that we do not have such utility payments, we use mobile Internet and SIM cards. We topped up and there is a connection, no one issues bills for it. But they do not care and they say that this is exactly what was provided, although I provided many documents that were on their list. I have reason to believe that the casino is violating the rules, namely, not accepting documents that they themselves require in order to delay the process of paying out funds or even have the goal of not paying out. I started checking the address on 14/26/2025. And still no progress. I can provide all the documents I downloaded, a screenshot of the casino's personal account, all correspondence with operators in the online chat, all letters I sent and received from them by email.

Dear toniuana,

Thank you very much for submitting your complaint. I’m sorry to hear about the difficulties you’ve encountered with the verification process at the casino.

To better understand and resolve your issue, could you please provide more details on the following:

• Were there any specific reasons they gave for not accepting the documents you provided, such as the ones from the state register, national passport, and financial agreements?
• Could you please provide a list of the documents that you sent them, along with any communication that you’ve had with their customer support team (including chat logs and emails)? Please forward me the documents with your name and address that the casino has not approved at veronika.f@casino.guru.
• When was the last time you sent a POA document to the casino for verification?

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

Hello. I sent you my correspondence with them in online chat, letters sent by email, sent documents, screenshot from the casino personal account. I sent all this to you by email veronika.f@casino.guru

I hope you received my emails?

Thank you very much, toniuana, for providing all the necessary information. I will now transfer your complaint to my colleague Natalia (natalia.b@casino.guru) who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction in the near future.

Dear toniuana, I've just reviewed your case and I’m sorry that you’re facing this challenge with verification. I will reach out to the casino and see what can be done to help you once they reply.

Dear WSMCasino, I'd like to invite you to join this conversation and assist us in resolving the player's complaint. Could you please share more information regarding the case? Specifically, explain why all the provided documents were not accepted to prove the player's address. In some of the emails it was stated that mobile phone bills are not accepted, although in the next emails you point out that you can only accept Phone or Internet bill, which is controversial. Do I understand correctly that an internet bill is your most recent requirement for POA?

I look forward to hearing from you. If you have any supporting evidence, please send it to my email at natalia.b@casino.guru.

Kind regards,

Natalia

Hello everyone,

The user is fully KYC verified and can request his withdrawal if needed - one of his last documents provided was approved.

The misunderstand with support was that the user was keep sending the same bank statements over and over again.

It's all sorted and user is fully KYC verified.

Thanks all.

Thank you for the updates, WSMCasino.

Dear toniuana, according to the casino representative, your account was successfully verified. Can you please confirm it? Let us know if we can consider your issue to be resolved or if you need any further assistance.

Hello. My account is fully verified. I have issued a withdrawal and have already received it in full. Many thanks to Natalia, Veronika, Radka and all the Casino Guru staff in general. You are the best!!!

Dear toniuana,

Our team is glad to hear that your issue has been resolved. I'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,

Natalia

Casino.Guru