The player from Germany had been waiting three months for a withdrawal after completing multiple verification steps. Despite successfully verifying his identity and address, he had not received his payout since February 17, 2025, and was continually being informed of delays. The issue was resolved after the casino acknowledged an internal mistake that had delayed the processing of his withdrawal. The payout was successfully processed, and the complaint was marked as resolved.
WSMCasino - Player's withdrawal has been delayed.
Amount: €125
WSMCasino
Safety Index:HighSafety Index
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8.3
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Resolved
Our verdict
Case closed
RESOLVED
Case summary
1 week ago
Public
Public
1 month ago
Translation
Hello, I tried to withdraw from this casino.
The gaming experience was not convincing, which is why I wanted to use my bonus as quickly as possible.
After this was reached I tried to cash out.
I suddenly had to verify myself.
But the whole thing didn't go smoothly.
After I was successfully verified, I wanted to withdraw and now I also had to verify my address.
After all that back and forth, I was glad to have everything done.
So I cashed out and waited.
Now I've been waiting for my payout since February 17, 2025...
This can't be true...
I was repeatedly informed that it was delayed.
Below I've attached my history with the casino. (Unfortunately, I can only attach five screenshots.)
LG
Automatic translation:
Public
Complaint Specialist
Public
1 month ago
Dear xJeremy57,
Thank you very much for submitting your complaint. I'm sorry to hear about your problem with the withdrawal. To assist you effectively, could you please provide us with some additional information? Here are a few questions that would help clarify your case:
- Am I correct in understanding that you passed the full KYC verification, including the verification of your address?
- When was the last time the casino communicated with you regarding the status of your withdrawal?
- Have you received any specific reasons from the casino for the delay in processing your withdrawal?
- What types of games did you play? Were they slots, live casino games, or did you bet only on sports?
I hope we will be able to help you resolve this issue as soon as possible.
Thank you in advance for your reply.
Best regards,
Veronika
Public
Complaint Specialist
Public
3 weeks ago
Dear xJeremy57,
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.
Public
Public
3 weeks ago
Translation
Yes, I passed the verification.
about 2 months ago
They say there are delays, but my payment is already in.
(it should be here in a few days, they have been saying for months)
I played normal games like Book of Dead.
LG
Automatic translation:
Public
Complaint Specialist
Public
2 weeks ago
Thank you very much, xJeremy57, for providing all the necessary information. I will now transfer your complaint to my colleague Mirka ([email protected]) 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.
Public
Casino Analyst & Complaint Specialist
Public
2 weeks ago
Dear xJeremy57,
My name is Mirka, and I will be assisting you in solving this case. Now I would like to invite WSMCasino representative to join this conversation.
Dear WSMCasino,
Could you please provide clarification regarding this case?
Thank you in advance,
Mirka
Public
Casino representative
Public
2 weeks ago
Hello everyone.
I would like to directly apologise to the player for the withdrawal not being processed quickly as expected after the KYC verification.
There was an internal agent mistake that is now fixed, and the withdrawal was accepted and went through now.
The issue/complaint is now fixed/resolved.
Thanks,
WSM Casino Team.
Public
Casino Analyst & Complaint Specialist
Public
2 weeks ago
Dear xJeremy57,
Could you please confirm, you have received the withdrawal?
Thank you.
Public
Casino Analyst & Complaint Specialist
Public
1 week ago
Dear xJeremy57,
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.
Public
Casino Analyst & Complaint Specialist
Public
1 week ago
Dear xJeremy57,
We're glad to hear that your issue has been resolved. We'll go ahead and mark the complaint as 'resolved' in our system. We appreciate your cooperation and confirmation. If you ever encounter any issues with this or any other casino in the future, please feel free to reach out to our Complaint Resolution Center. We're here to help.
As you know, we do not charge for our services, nor do we accept any gratuities. However, we would greatly appreciate it if you could take a moment to share your experience with our services on Trustpilot https://www.trustpilot.com/evaluate/www.kpvfaw.com. An honest review, along with any suggestions for improvement, would be invaluable. Your feedback could help others who may be considering contacting us for assistance with online casino-related issues.
Thank you in advance for your time.
Best regards,
Mirka Dubasova
www.kpvfaw.com
