WSMCasino - Player’s account closure is incomplete.

Hi Team,

I had requested both my accounts from telegram to be closed and the account on the website which are the same. However they only closed the telegram one which caused my addiction to get the better of me and for me to lose $2000 in LTC to them. I specified on telegram live chat that I want both closed due to a gambling problem and they only closed my telegram one. That's against responsible gambling guidelines.. They are supposed to keep the player safe and they did not attain that or do that.

Hello sati725,

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 what reason you have given when requesting to block your account?

Please, let me explain you what the difference between closing the account and self-exclusion is:

Some casinos use lots of tools for responsible gambling and I would not mention them here. What players can do if they’re unhappy in the casino: Close the account or self-exclude themselves, those are the two basic choices.

Closing an account is simple and has almost no impact - the player can reopen account anytime, and casino has no obligation to the player.

On the other hand, self-exclusion does. If a player successfully makes a self-exclusion, the casino agrees not to open this account or if yes only under particular circumstances (after cooling off period and this cannot be done for players who are addicted/with gambling problem).

Can you please clarify if you did mention addiction to them?

Thank you very much in advance for your reply.

Best regards,

Nick

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