WSMCasino - A conta do jogador permanece ativa apesar dos pedidos de encerramento.

Hello,

I would like to file a formal complaint against WSM Casino.

On October 17, 2025, I requested that my account be closed. In response, the casino placed my account into a 24-hour cooling-off period, after which I was supposed to be able to proceed with permanent closure.

On October 20, 2025, I contacted support again and clearly requested that they proceed with closing my account (see Image 1).

However, on the same day (October 20, 2025), the casino inexplicably applied another 24-hour cooling-off period. I replied to them, stating that the cooling-off period had already expired and that I wanted my account to be permanently closed. I did not receive any response to this message (see Image 2).

On October 21, 2025, I received an email stating that the cooling-off period had ended. I immediately contacted support again and reiterated my request to permanently close my account (see Images 3 and 4).

As of October 26, 2025, my account was still open. At that point, I explicitly informed the casino that I am suffering from gambling addiction and urgently requested that my account be permanently closed (see Image 5).

Despite my repeated requests, my account remained active. Since October 26, 2025, I have made deposits totaling 36 LTC.

The most concerning incident occurred on April 3, 2026, when I was enticed back into gambling on this site by a bonus offer. I was even able to wager and withdraw winnings from this bonus. In total, my deposits amount to 36 LTC, while my withdrawals amount to 6 LTC (Transaction History).

My account was finally closed on April 9, 2026.

Given the above, I believe the casino failed to fulfill its responsibility regarding responsible gambling and account closure, despite my multiple explicit requests and disclosure of gambling addiction.

I requested a refund, but it was denied by WSM Casino (RefundRequest).

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Hello,

Thank you very much for submitting this complaint. I'm sorry to hear about the problem you're experiencing. I have read the casino's Responsible Gaming policy and this is what I have found:

If You are diagnosed with a gambling addiction or wish to stay away from gambling for another reason, we want to assist You in avoiding anything that may harm You. "Self-Exclusion" means that You voluntarily exclude Yourself from all gambling services. This exclusion cannot be undone for a set period of time. If You wish to self-exclude from gambling, please message our Support and specify a time span between 6 months and 5 years. They will also explain the next steps and what is required from You.

email: support@wsmcasino.com

Please keep in mind that Self-Exclusion is permanent for the selected period and will not be undone for Your protection.

During Self-Exclusion, You are not allowed to create a new Account. Any attempt to create a new Account during Self-Exclusion is a violation of our Terms of Service and may result in a permanent ban of Your original Account.

The Company will use reasonable efforts to enforce self-exclusion requests. However, You are solely responsible for ensuring compliance, and the Company shall not be liable for any losses or damages resulting from Your circumvention of self-exclusion measures.

What email address did you use to register at this casino? Have you used the same email address to contact the casino with the request to close your account due to gambling addiction?

Have you passed the full KYC verification, or at least submitted any identity documents to the casino for verification?

I hope we will be able to help you resolve this issue as soon as possible. Thank you very much in advance for your reply.

Best regards,

Attila

I used the same email address as listed here.

I also contacted the casino using that same email address.

The casino has already verified my identity.

Dear Villa7772,

Thank you for your reply. Could you please forward your self-exclusion request from October 26 directly to my email? You can reach me at attila.g@casino.guru.

Thank you for your patience and cooperation.

Emails sent.

Thank you for your cooperation and for providing all the necessary information. I truly appreciate the time and effort you’ve taken to share everything with us so far.

Your complaint will now move to the next stage of our process and be handled by your dedicated Resolver, Kubo (jakub.m@casino.guru). This is a standard step in our procedure, as the Resolver will take over communication with the casino directly and manage your case from this point onward.

No action is required from you right now. Your Resolver will reach out through this thread if any additional details are needed. You can rest assured that your case is in very capable hands.

I wish you the best of luck and hope your case will be resolved to your satisfaction soon.

Kind regards,

Attila

Dear Villa7772,

I hope this message finds you well. My name is Kubo, and I will be taking over the management of your complaint from this point onward.

If there have been any updates or new developments since your last correspondence, please feel free to share them with me at your earliest convenience.

In line with our standard procedures, I would like to kindly invite a representative from WSMCasino to join this discussion. Their involvement will greatly facilitate a smoother and more efficient resolution to your case.

Dear WSMCasino,

Could you please provide a thorough explanation regarding this matter? Specifically, I would like to understand why the player's account remained active until April 2026, despite several self-exclusion requests and clear indications of a gambling issue, which began as early as October 2025.

Your detailed response is crucial for ensuring a fair, responsible, and transparent resolution to this situation.

Thank you in advance for your cooperation and prompt attention to this matter.

Best regards,

Kubo

Hi Kubo,

Thank you very much for handling this matter.

There are definitely still some live chat conversations, but I don’t have access to them because I didn’t take any screenshots.

In any case, I was told there that you can only lock your account via email.

There’s also no new information.

Hello Kubo,

I inquired as to why my account wasn’t closed in October despite multiple attempts to contact the casino.

Their response was: We understand your concern regarding the account closure request from October. While we always aim to process such requests as quickly as possible, there are rare cases where emails unfortunately do not reach our system due to technical issues or delivery failures. This may be what happened in your case, and we sincerely apologize for any inconvenience this has caused. 

However, I wonder why my account was placed in a cooling-off period several times if they weren’t receiving any emails??

I’ve sent you the conversation via email.

Hello,

I've checked this with our Costumer Support team, and we never received any email requesting the closure of his account. There's no such emails - so there's no proofs, apart of dodgy screenshots done by the player, that could either be drafts that never were sent.

The player seem to have more open complaints + previous complaints regarding the same topic. Something you should dig in, as it clearly seems to us that the player it's using this strategy to scam different casinos.

No refund will be made, and we won't be wasting more time with this complaint and such scam behaviours.

Thank you,

First of all, you could phrase that a bit more politely. It comes across as pretty confrontational.

And what does that have to do with a scam? I lost a lot of money at various casinos last year—yeah, sure, it’s my own fault.

However, as soon as I request that my account be closed, the casino is obligated to comply. Leaving the account open and hoping that the person will start playing again certainly doesn’t demonstrate a commitment to player protection.

If you’re putting several hundred euros into a casino every day, that clearly shows you’re losing control.

And there are casinos that don’t take player protection seriously or don’t meet the requirements for player protection.

You’re constantly being pushed around by casinos—payouts are denied or delayed, accounts are closed, or you’re accused of using some kind of gaming strategy.

When the tables turn, then you didnt receive any messages.

Are they drafts? No, they're messages sent from my email account. 

@Kubo

If you’d like, I can give you access to my email account so you can check it yourself.

And that’s not a strategy. At the beginning of the year, I lost a lot of money because I tried to chase my losses at the casino—I just couldn’t control my gambling. I have bills to pay, and I was just hoping for a lucky break at the casino. 

The fact that the complaints are similar now is because they all stem from a similar time period. 

In early April, I checked all my casino accounts to see if they were closed and then tried to have them blocked. I checked with you guys, and you gave me free spins, which I used to win. I cashed those out, and of course, they expired right away because I wanted more. 

Looking back, it just upsets me that you never responded to any of my requests to block my accounts. I didn’t claim that the casino is bad; I kept depositing money for a reason.

It’s not that easy to stay in control. 

On top of that, they once requested my ID (identity card), but I no longer have the email for it—though I do remember it. Whether that’s why the account wasn’t blocked, I have no idea. In any case, I was upset that my account wasn’t blocked and I told the live chat that too. I never sent the ID. I also can’t say whether I had already provided all my contact details except for my email at that point—I have to be honest about.

I don’t know if you received the emails. The fact is, they were sent, and I can prove it. 

But to claim that I’m using some kind of strategy is absolute nonsense.

What good does it do me to lose money I depend on and then wait months to see if I get anything back—or if I get anything back at all? The bills still have to be paid.

These were simply the cases where I can provide evidence to justify the request.

If you’d ever really looked into gambling addiction, you’d know how relapses are viewed.

Enough said. This is just meant to be a little lecture, because it seems like casinos have absolutely no idea about gambling addiction. 

Feel free to hide these posts, but I just had to these posts, but I just had to vent my frustration.

sorry for the Long Text.

Dear Villa7772,

I would greatly appreciate it if you could provide the original email thread starting from October 26, 2025, when you first mentioned the gambling issue, along with any responses from the casino that may have been included. Instead of screenshots or copied content, I kindly request that you download the entire thread in a format that is convenient for you. Please send the attachments to my email at jakub.m@casino.guru.

Thank you for your cooperation and assistance in this matter.

Dear Villa7772,

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.

We'd like to inform everyone following this case that the player has marked this complaint as resolved using the dedicated button.

Dear Villa7772,

We are pleased to hear that your issue has been resolved. We will mark the complaint as 'Resolved' in our system. Thank you for your cooperation and confirmation. If you experience any future issues with this or any other casino, please don’t hesitate to reach out to our Complaint Resolution Center. We are here to assist you.

As always, our services are free of charge, and we do not 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://trustpilot.com/evaluate/casino.guru. Your honest review, along with any suggestions for improvement, would be incredibly valuable. It can also help others who are considering contacting us for assistance with online casino-related matters.

Thank you in advance for your time and feedback.

Best regards,

Kubo