WSMCasino - A conta do jogador foi encerrada e os fundos foram confiscados.

I previously had an account with WSM Casino, which I closed. This account remained closed and was no longer active when I later registered a new account.

I was then able to use the new account without any problems for about three months, including deposits, withdrawals, and gaming activities. During this entire time, WSM did not inform me that there was a problem with my previous account.

Only later did WSM request documents for verification. During this review, the previous account was discovered. Consequently, my current account was closed and my remaining balance of approximately €500 was withheld or declared invalid.

WSM justifies this by stating that I violated the rules regarding multiple accounts, referring to clauses 5.4 and 6.3 of the terms and conditions.

My real point of contention is not the existence of the former account, but the complete withholding of my real money balance.

I find the relevant terms and conditions unclear and potentially misleading. Clause 5.4 initially governs the closure of multiple accounts. Clause 6.3 states that WSM "may" withhold funds in the event of a breach of the terms and conditions. At the same time, clause 9.1 explicitly stipulates that the entire balance can be paid out upon account closure.

WSM has not yet provided me with a comprehensible explanation as to why the mere existence of a previous, already closed account should justify the complete confiscation of my real money balance of approximately €500.

I therefore request Casino Guru to conduct an independent review to determine whether WSM's retention of my funds is justified based on their own terms and conditions.

Ich hatte bereits früher ein Konto bei WSM Casino, welches ich geschlossen hatte. Dieses Konto blieb geschlossen und war nicht mehr aktiv, als ich später ein neues Konto registrierte.

Das neue Konto konnte ich anschließend etwa drei Monate problemlos nutzen, einschließlich Einzahlungen, Auszahlungen und Spielaktivitäten. Während dieser gesamten Zeit wurde ich von WSM nicht darauf hingewiesen, dass es ein Problem mit meinem früheren Konto gibt.

Erst später forderte WSM Unterlagen zur Verifizierung an. Im Zuge dieser Prüfung wurde das frühere Konto festgestellt. Daraufhin wurde mein aktuelles Konto geschlossen und mein noch vorhandenes Guthaben von etwa 500 € einbehalten bzw. für ungültig erklärt.

WSM begründet dies damit, dass ich gegen die Regelung zu Mehrfachkonten verstoßen hätte, und verweist dabei auf die Klauseln 5.4 und 6.3 der AGB.

Mein eigentlicher Streitpunkt ist nicht die Existenz des früheren Kontos, sondern die vollständige Einbehaltung meines Echtgeldguthabens.

Ich empfinde die entsprechenden AGB-Regelungen als unklar und potenziell irreführend. Klausel 5.4 regelt zunächst die Schließung von Mehrfachkonten. Klausel 6.3 besagt, dass WSM bei einem Verstoß gegen die AGB Gelder einbehalten „kann". Gleichzeitig sieht Klausel 9.1 ausdrücklich vor, dass bei einer Kontoschließung das vollständige Guthaben ausgezahlt werden kann.

WSM hat mir bislang nicht nachvollziehbar erklärt, weshalb allein das Vorhandensein eines früheren, bereits geschlossenen Kontos die vollständige Einziehung meines Echtgeldguthabens von etwa 500 € rechtfertigen soll.

Ich bitte Casino Guru daher um eine unabhängige Prüfung, ob die Einbehaltung meines Guthabens durch WSM auf Grundlage der eigenen AGB gerechtfertigt ist.

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Hello,

Thank you very much for submitting this complaint. I'm sorry to hear about the problem you're experiencing. Please allow me to ask you a few questions to clarify your situation.

• When exactly did you create each of your accounts at this casino?
• When and why was your original account closed? Did you request its closure yourself, or was it closed by the casino due to a breach of its Terms and Conditions?
• Before registering the new account, did you contact the casino about reopening your original account or receive permission from casino support to create a new one?
• Did you register both accounts using the same personal information, and did you claim or use any bonuses on either account?
• Could you please clarify whether the disputed €500 consisted of your deposited funds, winnings generated from real-money play, or bonus-related winnings?
• Please forward the complete communication concerning the closure of your original account, the creation and subsequent closure of the new account, and the confiscation of your balance to veronika.f@casino.guru. Please send emails in their original .eml or .msg format and include complaint ID 231118.

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