WSMCasino - El jugador enfrenta problemas de verificación KYC.

Hello. I'm having a KYC verification problem with WSM casino.

• Deposit made on February 5th
• Withdrawal requested and rejected on February 10th
• Since then, I've been trying to complete the KYC verification.

I generated a withdrawal and was told I needed to complete KYC verification to proceed.

Like any casino, I complied exactly as requested and completed both the ID and address verification on time.

• ID and facial verification successfully completed

Now the problem is with the address verification, which for some reason I don't understand, they don't want to approve.

Documents that I already sent you previously:

• Visa card summary
• Mastercard card summary
• Bank account summary (bank 1)
• Bank account summary (bank 2)
• Tax certificate from the tax collection agency of my country
• Motor vehicle tax
• Internet service bill (which is telephone + internet)

Even so, after everything I've sent, they still refuse to approve my address verification.

They insisted it be—no exceptions—a public utility bill, like water, electricity, or gas, and I informed them that those bills are in a relative's name, not mine (because I don't own the place where I live; I live with other relatives). Anyway, since the address is listed there, I uploaded it as well. And you know what? They rejected it anyway.

I have never sent so many documents to a betting house and they have never rejected them so many times, documents that are valid everywhere.

From what I can see, they are just trying to prevent me from withdrawing the money, which is a very small amount, close to 360 USD (exactly 6.96 LTC, cryptocurrency deposit).

While writing this complaint, at 6:10 PM (local time), I received an email confirming that my address verification had been approved. Three minutes later, at 6:13 PM, I received another email stating that proof of address was required.

I have all the screenshots of the chat with support, as well as all the documents I sent, to submit as evidence. Please provide me with an email address where I can send you all the evidence, which consists of 40 files to be precise.

Greetings and thank you.

Hola. Problema de verificación KYC con el casino WSM.

• Depósito realizado el día 5 de febrero
• Retiro solicitado y rechazado el día 10 de febrero
• Desde entonces, tratando de completar la verificación KYC.

Generé un retiro y me dijeron que debía realizar la verificación KYC para avanzar.

Como todo casino, lo cumplí tal cual pedían y en tiempo y forma realicé tanto el de ID como el de verificación de domicilio.

• Verificación ID y facial completada con éxito

Ahora el problema está con el de verificación de domicilio, el cual por un motivo que no entiendo, no me lo quieren aprobar.

Documentos que ya les envié previamente:

• Resumen de tarjeta Visa
• Resumen de tarjeta Mastercard
• Resumen de cuenta bancario (banco 1)
• Resumen de cuenta bancario (banco 2)
• Constancia de impuestos de ente recaudador de mi país
• Impuesto automotor
• Factura de servicio de internet (el cual es telefonía + internet)

A´ún así, después de todo lo enviado, no me quieren aprobar la verificación de domicilio.

Me pidieron que sea -sí o sí, y sin excepción- un servicio público, como puede ser agua, luz o gas, y yo les informé que esos servicios están a nombre de un familiar y no a nombre mío (porque no soy dueño del lugar donde vivo, sino que vivo con otros familiares); de todas maneras, ya que ahí figura el domicilio, también se los subí. Y sabés qué? Lo rechazaron de todas maneras.

Jamás le envié tantos documentos a una casa de apuestas y jamás me lo rechazaron tantas veces, documentos que en todos lados son válidos.

Por lo que veo solo están tratando de que no retire el dinero, el cual es un monto ínfimo, cercano a 360usd (exactamente 6.96 LTC, depósito en criptomonedas).

Al momento de estar redactando la queja, 18.10hs (hora de mi país), recibí un email confirmando que estaba aprobada la verificació de domicilio. 3 minutos más tarde, 18.13hs, recibí otro email indicando que se requiere comprobante de domicilio.

Tengo todos los screenshots del chat con el soporte, así como también todos los documentos enviados para enviarles como prueba. Espero que me indiques un email donde pueda enviarte todos las pruebas, las cuales son 40 archivos para ser específico.

Saludos y gracias.

Important notice:

Casino Guru will never ask for payments or access to your accounts to complete KYC. If someone claims to be from Casino Guru and does that, do not share any information.

We only contact players through this official complaint thread or via @casino.guru e-mail addresses. Always check the sender’s domain and verify your complaint resolver’s e-mail address by clicking on their avatar visible inside the official complaint thread.

If anything seems suspicious, contact us directly.

Stay safe.

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.

• Could you please forward me the documents you sent to the casino as your proof of address? My email address is veronika.f@casino.guru.
• Have your other identity documents been successfully verified?
• What types of games did you play at this casino?
• Have you accumulated your winnings with or without a bonus?

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

• Yes, other documents have been successfully verified
• Casino and sports
• I did not use any bonus

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Once I posted the complaint and informed the Casino about it, they -suddendly- approved my POA (proof of address).

You can close the complaint as I could withdraw the money, but for everyone reading this, take care of this bookmaker. If you win as little as one dollar, you will have trouble withdrawing your money for sure.

Have a nice weekend.

Dear whiskybets,

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/casino.guru. 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,

Veronika

Casino.Guru