The player from Russia had her account at WSMCasino flagged for multiple accounts after achieving several winnings. Despite completing the verification process and providing all requested documents, the casino refused to discuss further proceedings. Upon investigation, evidence of duplicate accounts and edited documents provided by the player was found. Consequently, the complaint was considered justified by the casino, and the complaint was rejected.
WSMCasino - Player’s winnings have been confiscated.
Amount: $2,643
WSMCasino
Safety Index:HighSafety Index
Casinos with a High Safety Index usually have a large number of visitors and a small number of unresolved complaints. Players can expect to play safely and be treated well in casinos with a High Safety Index.
Case closed
Our verdict
Unjustified complaint
REJECTED
Case summary
2 months ago
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3 months ago
Good afternoon. I use google translator
I, Anastasia [surname hidden by Casino Guru], who lives at the address [address hidden by Casino Guru]. I bet in WSMCasino on sports, after a number of winnings, the company requested verification of my account, I completely passed it, sending all the documents that they requested, after which they were silent for a week and gave me an answer allegedly that I have several accounts, although I have never created any other accounts, ever. To discuss the problem and further proceedings, the company refuses, although I have repeatedly asked them to do so.
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3 months ago
Dear Nastysha784,
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.
Is there any chance that someone from your household or using the same IP address has also created an account at this casino?
Do I understand correctly that you successfully passed the KYC verification?
Have you accumulated your winnings with or without an active bonus?
I hope we will be able to help you to resolve this issue as soon as possible. Thank you very much in advance for your reply.
Best regards,
Veronika
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3 months ago
Translation
I think no, no one could use my IP.
I did this without bonus money.
Yes, I sent them the documents, everything they wanted. I can also send additional documents if required. But they flatly refused to explain anything.
Automatic translation:
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3 months ago
Please forward me all the communication between you and the casino customer support that could be relevant to the investigation of your case. My email address is veronika.l@casino.guru.
Also, could you please advise if you use a VPN or any IP-masking software to access the casino website?
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2 months ago
Thank you very much, Nastysha784, 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.
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2 months ago
Hello there,
Thank you Nastysha784 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 why were the player's winnings confiscated and what can we do to help resolve this issue.
Thank you!
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2 months ago
Dear Nastysha784, I was in contact with the casino representative and was given evidence of duplicate accounts trying to bypass sports limitations and provided edited documents. With this in mind we believe the steps the casino has taken are justified and your complaint will be subsequently rejected. 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
