WSM Casino Closed My Account and Confiscated $500 Without Proper Explanation

Complaint Body:

Dear Casino Guru Team,

I would like to file a formal complaint against WSM Casino regarding the closure of my account and the confiscation of my funds totaling $500.

My account was closed without any prior notice, and I was informed that the reason was "fraud," yet no evidence or specific explanation was provided. I believe this decision is unjustified and violates fair gaming practices.

I have reached out to their compliance department via email at compliance@wsm, but I have not received any response. My funds included my own deposit, and I can provide full documentation to prove the legitimacy of my activity, including transaction records and screenshots.

I kindly ask for your assistance in mediating this dispute and helping me recover my funds, or at least receive a detailed justification from the casino.

Thank you for your support.

Dear Jocke0629,

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 how long ago you registered your account and if you’ve completed the account verification successfully?
• Which games you’ve been playing (live casino games, slots, or sports betting)?
• Were your winnings accumulated with or without an active bonus, please?
• If there’s any relevant communication, please forward it to [email protected].

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

I played exclusively live sports betting, without bonus, I registered about 2 months ago, I don't think I remember exactly, because I didn't play there often, I played maybe 5-6 games in total, the account was verified, I have to emphasize that first of all I paid the previous 50e, and when I tried another 100, the account was blocked

Dear Jocke0629,

Thank you very much for your reply and for clarifying the nature of your gameplay.

Unfortunately, we must respectfully close your complaint, as www.kpvfaw.com does not handle disputes related to sports betting activities. Our Complaint Resolution Center is focused exclusively on casino-related issues, such as problems with slots, table games, bonuses, or account verification.

We understand how frustrating this situation must be, and we regret that we’re unable to assist further in this case. If you wish to pursue the matter, we recommend contacting the casino's licensing authority or a platform that specializes in sports betting disputes.

Thank you for your understanding.

Best regards,

Petronela

Head of Complaint Resolution Center

www.kpvfaw.com