WSMCasino - Вывод средств игрока задерживается из-за проблем с проверкой.

Hello! The total deposits in the casino are 4135TRX, now there are 2029 TRX in the account, that is, I lost 2106 TRX. And they won’t let me withdraw this remainder. More details... My request to withdraw 2106 TRX was rejected and I was asked to go through Verification. I uploaded my ID and showed my face to the camera, the identity verification was successful. To verify the address, I uploaded an electricity bill, it was rejected. Okay, I ask what the reason is, they didn’t explain it and asked me to upload an Internet bill. I uploaded an Internet bill, it was also rejected, they didn’t give a specific reason, they suggested uploading some other document. Okay, I uploaded a bill for cold water and garbage removal, and it was also rejected. I ask - what is the reason for the rejection?

They replied: "This is handled by another department. I was not provided with more detailed information about the rejection, so provide a new document that covers the requirements." I provided them with 3 documents, each of these 3 documents meets their requirements (1. They are on the list of documents that the Casino accepts to confirm the address, 2. My full name is listed there, 3. My residential address is listed there). This is already a mockery of me, I easily passed and will pass verification in any casino with each of these documents without any problems. Please help me sort this situation out...

Здравствуйте! В сумме депозитов в казино 4135TRX, сейчас на счету 2029 TRX, то есть проиграла я 2106 TRX. И этот остаток мне не дают вывести. Подробнее... У меня отклонили заявку на вывод 2106 TRX и запросили пройти Верификацию. Я загрузила удостоверение личности и показала лицо в камеру, проверка личности прошла успешно. Для проверки адреса я загрузила счет за электричество, его отклонили. Ок, я спрашиваю в чем причина, они ее не объяснили и попросили загрузить счет за интернет. Я загрузила счет за интернет, его тоже отклонили, не назвали конкретной причины, предложили загрузить еще какой нибудь документ. Хорошо, Я загрузила счет за холодную воду и вывоз мусора, и его тоже отклонили. Спрашиваю - в чем причина отклонения?

Ответили так: "Этим занимается другой отдел. Мне не предоставили более подробную информацию об отклонении, поэтому предоставьте новый документ, который охватывает требования" Я предоставил им 3 документа, каждый из этих 3х документов соответствует их требованиям (1. они находятся в списке документов, который Казино принимает, для подтверждения адреса, 2. Там указано мое полное ФИО, 3. Там указан адрес проживания). Это уже издевательство надо мной, на каждый из этих документов я с легкостью проходила и пройду верификацию в любом казино без всяких проблем. Пожалуйста, помогите разобраться в этой ситуации....

Dear Polinochka,

Thank you for submitting your complaint. I regret to learn of the negative experience you encountered with WSMCasino.

To gain a comprehensive understanding of the situation, I would appreciate it if you could answer the following questions:

• What games have you played at this casino?
• Have you used any bonus or free spins?
• Could you please provide the exact date of your initial verification request?

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,

Katarina

Hello Katarina! Thank you for considering the complaint!

* Played Gates of Olympus Slots, some sports betting.

But in total I only lost more than 50% of my deposits.

Deposits 4135TRX, now in the account 2029TRX, that is, I lost 2106 TRX.

* Bonuses not used.

* I don’t remember the exact date of the request, but I uploaded the documents for the first time on April 29.

Здравствуйте Katarina! Спасибо за рассмотрение жалобы!

* Играла в Слоты Gates of Olympus, немного ставок на спорт. 

Но в сумме я только проиграла больше 50% от депозитов.

Депозитов 4135TRX, сейчас на счету 2029TRX, то есть проиграла я 2106 TRX.

* Бонусы не использовала.

* Точную дату запроса не помню, 29 апреля я первый раз загрузила документы.

Dear Polinochka,

thank you for your message.

Could you please forward any communication you have with casino regarding this matter to my email [email protected]? Please include emails and live chat transcripts or screenshots.

Looking forward to your reply.

Katarina

Hello Katarina! I sent you screenshots of the correspondence with the casino by email.

I also attached all 3 documents to confirm the address that I sent to WSM Casino

Здравствуйте Katarina! Я отправила Вам на почту скриншоты переписки с казино.

А так же прикрепила все 3 документа для подтверждения адреса, которые я отправляла в Казино WSM

Dear Polinochka,

thank you for your messages and for your emails.

Do I understand correctly that you have made deposits to this casino and did not wager them all?

Looking forward to your reply.

Katarina

Hello Katarina! Without a doubt, I have played back all my deposits...

Здравствуйте Katarina! Без сомнений, Я все депозиты отыграла...

Thank you very much, Polinochka, for your cooperation. I apologize for the delayed response. I was on sick leave and unable to reply. 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 Polinochka,

My name is Michal and I will be assisting you with your case. I hope that together we will come to a successful resolution of your issue.

I would like to request the presence of a representative from the casino in this conversation.

Dear WSMCasino,

Could you possibly provide additional information regarding the issue and clarify the situation? I would also appreciate it if you provided us with any and all relevant evidence.

Thank you in advance.

Respectfully,

Michal

Hi everyone,

The security team conducted a high-level due diligence KYC check on the user, and the check is now complete - they are allowed to submit a withdrawal now.

Best Regards,

WSM Team.

Dear Polinochka,

Please let me know as soon as your withdrawal is complete. I will keep the complaint open until then.

Hello! WSMCasino , can you please explain why you verified the profile only after the complaint? That is, if there was no Casino Guru, you would simply not have given me the money? Why did you not accept 3 valid original documents that met your address verification criteria? And after the complaint I did not upload any documents to you, and you simply verified the profile... How so? What was the reason for rejecting the documents?

Casino Guru Thank you very much! I did not upload any more documents. They just verified my profile and I withdrew the money.

Здравствуйте! WSMCasino, можете пожалуйста объяснить, почему только после жалобы вы верифицировали профиль? То есть если бы не было Casino Guru, то вы бы просто мне не отдали деньги? Почему Вы не принимали 3 действующих оригинальных документа, которые соответствовали Вашим критериям подтверждения адреса? А после жалобы Я Вам не загружала никаких документов, а Вы просто верифицировали профиль... Как так? В чем была причина отклонения документов?

Casino Guru Большое спасибо! Я не загружал больше документов. Мне просто верифицировали профиль, я вывела деньги.

Dear Polinochka,

We're happy to hear that your issue has been resolved, and we'll mark the complaint as 'resolved' in our system. Thank you for your cooperation and confirmation. We hope that the suggestions and explanations we provided were helpful in navigating the issue. If you encounter any further difficulties with this or any other casino in the future, please don’t hesitate to contact our Complaint Resolution Center. We're always here to assist. 

As you know, we do not charge for our services, nor do we accept any gratuities. However, if you could take a moment to share your experience with our services on Trustpilot https://www.trustpilot.com/evaluate/casino.guru, it would be much appreciated. Your honest review and any suggestions for improving our complaint resolution and mediation process would be invaluable. Your feedback could also be helpful to others who are considering reaching out to us for assistance with online casino-related issues. 

Thank you in advance for your time. 

Best regards, 

Michal V

Casino.Guru