The player from Minnesota faces issues after losing their deposits and having their balance voided for placing bets over $5, which they were unaware of due to insufficient communication about bonus rules. Despite playing with an automatically applied bonus, the casino's customer service did not provide adequate answers regarding the situation.
WSMCasino - Player's winnings have been confiscated due to unclear betting limits.
Amount: $500
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 opened
Current status
Waiting for player to reply
5d 18h 55m 5s
Case summary
yesterday
Public
Public
1 week ago
Made 2 deposits lost 1st one was up to 1100 on the second one. Was at around 500.00 when they voided my balance for making bets over $5.00,not able to recover deposit.
I honestly had no idea I couldn't make bets over $5. When I deposited with BTC I noticed I had a bunch more money than I should have. They placed a bonus automatically to my account without asking or getting a pop-up or having to click a box, awesome I got a bonus! When they gave me bonus I was not told anything about any rules, no pop-up listing any rules. There was no info at all except when I looked in my bonus it showed the playthru. I played for hours getting up to $1100 at one point and d=opting to 30 at one point even. Anyway they just voided out everything without a word that when I talked to customer service and was informed I broke the rules of betting over $5 which I wasn't aware.CS guy didn't ansquestions just said t&c is at the bottom of the pwebsit lol. I broke the rules I get it but taking everything and the circumstances of how I got the bonus with absolutely no info and freely being able to bet whatever I felt like feels wrong.
I will attach CS chat tranacrip
Public
Public
1 week ago
Hello bleek31484,
Thank you very much for submitting your complaint and I'm really sorry to hear about your issue with WSM Casino. Please allow me to ask you a few more question before we would move forward.
- Could you please advise if your account is already verified and if yes, since when exactly?
- What kind of bonus did you claim?
- Was it your first deposit/bonus in the casino?
Please note that it is almost impossible to determine whether you willingly claimed the bonus but as you saw that your balance is higher than the deposited amount, you must have known.
Looking forward to your answer.
Regards,
Nick
Public
Public
yesterday
Dear bleek31484,
We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.
bleek31484 has 5d 18h 55m 5s to reply
