WSMCasino - Player’s winnings have been confiscated.

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.

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

Думаю нет, никто не мог использовать мое ай пи.

Я Это сделала без бонусных денег.

Да я отправила им документы, все что они хотели. Я могу так же отправить дополнительные документы если потребуются. Но они на отрез отказались что либо пояснять.

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?

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.

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!

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