WSMCasino - Player's account is blocked after verification attempt.

When I tried to withdraw funds, I was asked for verification. I did everything they requested, and after a few minutes, I received a message saying the site was verified. However, when I tried to log in, my account was blocked. I contacted support, and they said a third party was trying to verify it. I didn’t understand what they meant, so I asked if it meant someone else was using my photos, but I didn’t receive a response. After that, they disconnected, and only sent me template responses. I was in a shopping mall when I underwent the liveness check, and I clearly looked into the camera. They are stubborn and are not working on solving the problem, and if there’s an issue, I can try the verification process again. But I think there’s something else going on here. Please help me. Thank you.

Dear anamania,

Thank you very much for submitting this complaint. I'm sorry to hear about your problem. Please allow me to ask you a few questions to clarify your situation.

Could you please specify which documents you sent to the casino to verify your account?

Could you please send me the message from the casino you received when you tried logging into your account?

Is there any chance that someone from your household or using the same IP address has also created an account at this casino? 

What types of games did you play (e.g. slots, live casino games, sports betting)?

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

Due to an exceptionally high volume of complaints, we kindly ask for your patience. While we strive to publish complaints within 48 hours, follow-up responses may take up to 7 days. Assigning your complaint to a resolver might also take longer, as we’re currently managing close to 1,000 complaints.

Thank you for your understanding. Wishing you a wonderful New Year 2025!

For verification, I sent the front and back sides of my ID card, a bank statement, and completed the liveness check. No, I know for sure that none of my family members could register under the same casino name, and the IP address would not overlap either. I used casino for sports betting

Could you please forward me all the communication between you and the casino customer support regarding the closure of your account? Kindly include emails, screenshots, chat transcripts, and anything that could be relevant to our investigation. My email address is veronika.f@casino.guru. Thank you for your cooperation.

Hello just send mail where they mentions i am verified and also all conversations with them. please check, thank you.

Thank you for your reply. Please forward me the documents you sent to the casino for verification as well (veronika.f@casino.guru).

I just sent you all documents what i sent wsmcasino and also do liveness check in their system. please check, thank you.

Thank you very much, anamania, for providing all the necessary information. I will now transfer your complaint to my colleague Peter (peter.c@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.

okay thank you, i am looking forward to solve my problem, thank you for do your job ❤ i will wait any other news about my case from new collegue ❤

Hello there,

Thank you anamania for providing us with all the information. I hope we'll be able to resolve this issue together.

I would now like to ask WSMCasino for their help in resolving this complaint. We would like to know what is the issue with the verification and why was the player's account blocked.

Thank you!

You're welcome. I hope we can solve this issue since the blocking topic is unfounded, and I'm not refusing re-verification either.

Dear anamania, I was in contact with the casino representative and unfortunately from your verification, it is impossible to determine if you used your account yourself or if someone else used it in your name. As you may know, it is an industry-standard that one person may only operate one account in their name. With that in mind, we believe the steps the casino has taken to be justified and we will subsequently reject your complaint. Thank you for your understanding, I am sorry we could not be of more help on this occasion. Please do not hesitate to contact us if you run into any issues with this or any other casino in the future.

Kind regards,

Peter