WSMCasino - Player’s milestone reward has been withheld after verification.

I am writing to request the unpaid reward of $2,500 💰 for achieving a milestone.

Welcome Bonus: 200% up to $25,000

For every double the deposit amount wagered, you receive 200% of 10% of the deposit amount.

I deposited $12,500 and started playing.

After receiving the 8th installment, a KYC investigation was conducted, which I complied with.

Following that, there was another KYC investigation around the time I received the 9th installment.

Although it was verified, I immediately received an email stating that the bonus would be blocked from a business perspective.

I reluctantly accepted this and asked support if I could still make withdrawals.

I was then informed that the current valid bonus would remain valid until the end.

Surprised, as I thought all bonuses were already void, I asked 3 or 4 more times, and was assured that the 10th installment of the bonus would be paid, so I continued to play.

At that point, I was around 10% into the challenge for the 10th installment.

However, the next day, when I checked the progress, I was told that even the currently active bonus was void.

I contacted support multiple times, and although they admitted the mistake, no compensation was offered.

When I received the bonus block notification via email, I thought all bonuses would be void, but the live agent confirmed multiple times that the current bonus was valid and that I would receive the 10th installment, so I continued to play.

If this is allowed, then there are no rules in the casino industry.

I strongly request the 10th installment of $2,500 💰.

I was told that wagering approximately €70,000 would be sufficient, and I had already wagered €65,000. Sudden changes are unacceptable.

If that was the case, I should have been clearly informed that all bonuses were void at the initial notification 💦.

Dear hirokann0525,

Thank you very much for submitting your complaint. I’m sorry to hear about the issues you’ve encountered with receiving your bonus at the casino.

To better understand your situation and assist you effectively, could you please provide us with the following details:

• Could you forward all relevant communication, including emails and chat transcripts with the casino support, to petronela.k@casino.guru?
• When did you receive the notification that your bonus was blocked? Can you provide the exact date and content of the notification?
• Could you provide details of your wagering activity, specifically how much you have wagered towards the 10th installment of the bonus?
• Have you received any additional explanations or reasons from the casino regarding why the bonus was blocked from a business perspective?

I hope we will be able to help you to resolve this issue as soon as possible.

Thank you in advance for your reply.

Best regards,

Petronela

Could you please forward all relevant communications with casino support, including emails and chat records?

Emailed

When did you receive the notification that your bonus was blocked? Can you please tell us the exact date and content of the notification?

Emailed

Please provide details of your betting activity, specifically how much you bet on the 10th installment of the bonus.

I've been buying Money Train bonuses and playing for a long time!

Between $50 and $500 per session!!

I got an email about a bonus block at about 10%, so I checked it and was told that I could receive the bonus until the end. I asked the same question 3 or 4 times and was told that I could receive it all.

When I reached about 90% and tried to find out the exact remaining betting conditions with about 10% left, I was told that the bonus was invalid.

Have you received any additional explanations or reasons from the casino as to why the bonus was blocked from a business perspective?

It has not been

However, there are many casinos that force you to violate the rules.

He honestly and humbly explained it to me from a business perspective, so I accepted it without hesitation!!

However, the casino told me that currently active bonuses would not be invalidated, so I continued playing and when I tried to receive the last installment bonus, I was told that it had been invalidated.

Thank you very much, hirokann0525, for providing all the necessary information. I will now transfer your complaint to my colleague Matej (matej@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.  

Hello hirokann0525,

I am sorry to hear about your troubles.

I would like to invite the casino representative into the case:

Dear casino representative, could you please check the case and explain to us what happened?

We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.

Dear hirokann0525,

I am trying an alternative way to contact the casino.

Please be patient.

Hello hirokann0525.

This was a mistake on our white label providers behalf, your account has been credited with the missing amount.

Thank you for your patience on this matter.

WSM Casino

Dear hirokann0525,

Could you please confirm receipt of the reward and whether your complaint has been resolved?

The money was withdrawn!

thank you

However, as you know, this casino has remained stubborn in its decision despite numerous complaints.

I rely on Casino Guru this time because I have knowledge, but many other players don't know about it.

Please rule this an illegal confiscation.

Dear hirokann0525,

I'm glad to hear that your issue has been resolved successfully. I will now mark the complaint as 'resolved' in our system. 

Thank you for your cooperation, and please do not hesitate to contact our Complaint Resolution Center if you run into any issues with this or any other casino in the future. We are here to help.

Best regards,

Matej

Casino.Guru