I deposited money to play but when I withdrew, they rejected my withdrawal request and locked my account.

Dear Cuong146,

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.

• Could you please advise which games you focused on - slots, live casino, sports betting, etc.?
• Did you pass the verification before you lost access to the account?
• Did you accumulate 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,

Kristina

I play all the games. I have passed the verification but as soon as I successfully verified, they locked my account and did not let me withdraw. I did not receive any bonus, the money in the account is my deposit and my winnings.

Thank you very much for your reply, Cuong146. Have you received any explanation from the casino regarding the blocked account? Could you please forward all the relevant communication between you and the casino to [email protected]? Alternatively, you can post it here. Thank you in advance.

they just emailed me saying i violated their terms and conditions and didnt explain anything further while all the games i play, i bet very seriously and transparently

Thank you very much, Cuong146, for your cooperation. I will now transfer your complaint to my colleague Michal ([email protected]) who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.

Hello Cuong146,

I'm Michal, and I have taken over your complaint. I have reviewed your case and will contact the casino to shed more light on this matter.

We would like to invite WSMCasino to join the conversation.

Dear WSMCasino,

Kindly provide me with any evidence supporting the alleged violations of your terms and conditions of which the player is being accused. You can send the information to me at [email protected]

Hi everyone.

The player account was closed after our Fraud Team identifying a "verification fraud" that goes against our Terms and Conditions. This means, the account was closed after an internal review and close consideration.

Thanks,

My name is the owner, my state issued ID is also my owner and address verification. Yet you claim I cheated on verification. I am thinking your side is intentionally trying to rob players of their money

I've shared now evidence via email.

Thanks,

this is the email you sent me. it has no clear explanation, it just makes me think you are a scam site that cheats players' money

and i am here not to argue much with a scammer. i trust casinoguru's judgment and fairness

Dear WSMCasino,

Thank you for your email. I have responded back with some additional inquiries.

Dear Cuong146,

I wanted to inquire if any of your family members or friends have registered an account at WSMCasino. If they have, have you found yourselves playing the same games at the same or similar times, possibly during a visit? Furthermore, could you kindly let me know if anyone assisted you with the verification process? If so, I would appreciate knowing who that was and the reason for their assistance.

I'm looking forward to your response.

I live alone so I have no one to play with and no one to help verify

Thank you for all the information and evidence provided, WSMCasino Team.

Dear Cuong146,

After a careful review of the information and evidence we could gather, I regret to inform you that you have not met the required criteria to successfully complete the KYC (Know Your Customer) and AML (Anti-Money Laundering) processes. I understand this may not be the response you were anticipating, but after careful deliberation, we must uphold the casino's decision in this matter. There are sufficient reasons to suspect that you may not be the legitimate casino account holder. Additionally, your above statement does not fulfil the trustworthiness and honesty we expect from players, as the information and evidence we've received proves something else. Honesty is a fundamental requirement for all players, and we, just like the casinos, take violations of this principle very seriously. This also contributed to your inability to fulfil the necessary criteria for the KYC and AML processes.

I can assure you that we, as an independent party, have reviewed all the information and evidence thoroughly, and the casino team's actions were according to its established rules, to which you agreed when you created your account.

You are certainly welcome to disagree with this conclusion and can reach out to the casino licensing authority if you feel justified in your position, but we are unable to offer any additional assistance regarding this issue.

We are sorry we could not be of more help on this occasion. I can only strongly recommend that you follow all the casino rules.

Please do not hesitate to contact us if you run into any issues with this or any other casino in the future, and we will try our best to help.

Best regards,

Michal

Casino Guru