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!