WSMCasino - La cuenta del jugador ha sido cerrada.

I played blackjack. I won 3000USD, they asked me for verification, I passed ID and POA verification. Then they blocked my account.

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.

• Have you received any emails from the casino after your account was blocked? If so, kindly forward them to me at veronika.f@casino.guru.
• Have you submitted any additional documents for your verification that have been rejected by the casino?
• Have you played any other games besides blackjack?

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

Due to the increased volume of complaints during this time of year, we kindly request your patience while awaiting our responses. We aim to publish each complaint within 72 hours of submission, but reserve up to 7 days to reply to any subsequent comments. Additionally, please be aware that it might take a bit longer for your complaint to be assigned to a resolver, as we are currently managing over 1,000 complaints. Your understanding is greatly appreciated. Wishing you a delightful holiday season, and we will get back to you as soon as possible.

I’ve played slots from the free spins but i won nothing, i also played sport bets like the AI matches and won something, ive also lost all the free bets that the casino gives for free to everyone. But principally i played blackjack. I also forwarded the gmail rn.

the gmail that i received was sent only because i wrote to them and the gmail doesn’t explain the situation in the slightest. And my documents were never rejected only accepted.

Hello Alecsz,

We would like to update you that due to Veronika, your designated resolver, being on vacation, we have opted to extend the timeline by an additional 7 days. Since Veronika has an in-depth understanding of your situation and maintains direct communication with the casino, we find this extension justified. Your patience is sincerely appreciated, and I assure you that Veronika will contact you at the earliest opportunity.

Thank you for your understanding and ongoing patience.

Best regards, Casino Guru

Dear Alecsz

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, Stefan (stefan.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,

Veronika

Dear Alecsz,

I am sorry to hear about the issue you are experiencing with the casino. I will reach out to the casino on your behalf and do my best to help resolve the matter promptly.

At this point, I would like to invite a representative from WSMCasino to join this conversation and assist in addressing the complaint.

Dear WSMCasino,

Could you please provide your comments regarding the situation?

Thank you in advance for your cooperation and for sharing any relevant information.

Hello Stefan,

The user account was closed and funds confiscated in align with the agreed TnC.

Proofs were now sent to stefan.m@casino.guru.

Regards,

Yeah still nave no clue what i did wrong

Dear WSMCasino Team,

Thank you for your response and for providing the evidence via email.

I have replied to your email accordingly and will await your further response.

Dear Stefan,

Thank you for your response, I've replied now back.

Can i even know what is happening? What TnC did i break?

Dear WSMCasino Team,

I have responded to your email and will await your reply.

Dear Alecsz,

At this time, I am unable to disclose the details of the communication taking place outside of the complaint thread. However, please be assured that I am doing my utmost to advocate on your behalf and to achieve a fair resolution.

Hello,

A new email has been sent.

Regards,

Dear WSMCasino Team,

I have responded to your email and will await your reply.

We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.

Basically the casino just stole the money, is there an authority i can got to so the casino gets sanctioned and my money given back?

Hello,

An email has been sent with further details.

Thank you.

Dear WSMCasino,

Thank you for your email. I have replied to your message and will be awaiting your response.

Hello.

We are disappointed that, despite the clear confirmation from the game provider that the player was engaging in card counting, this has not been considered sufficient grounds to uphold our original decision.

All parties involved have acknowledged that the player was using a card-counting strategy. The fact that no external software or devices were used does not change the core issue: the provider has identified the behaviour as an attempt to gain an unfair advantage, which is explicitly against our terms and conditions. Our rules exist to protect the integrity of the games and to ensure a fair environment for all players.

WSM Casino is a licensed and legitimate operation that treats every complaint seriously. We carry out thorough internal reviews and rely on official reports from our game providers before making any final decision. Our intention is always to resolve genuine disputes in a fair, transparent, and reasonable manner.

However, we cannot allow complaint platforms to be used as leverage by players attempting to justify behaviour that breaches our rules. These platforms are intended to help resolve legitimate issues, not to pressure operators into paying out cases involving confirmed advantage play.

If we were to pay out winnings in a case where prohibited behaviour has been identified, it would set a dangerous precedent. It would effectively signal that such strategies can be rewarded if enough external pressure is applied, which would create ongoing issues for both our operation and the wider ecosystem.

As a gesture of goodwill, we have already offered to return the player’s initial deposit, despite the breach. This reflects our commitment to fairness, but we will not be strong-armed into paying out winnings in cases involving confirmed rule violations or bad-faith claims.

We remain committed to fair play, transparency, and the proper handling of all legitimate player concerns, and we will continue to act in accordance with our terms, our providers’ findings, and the integrity of the platform.

Card counting? Are u drunk? Wait so if i win i get my initial deposit and when i lose i lose my money😭. Nice scam folks, and btw u just took my money and said nothing, no initial deposit no reason nothing. So i think the card counting thing is just a made up story to justify stealing peoples money.

And btw everything i wrote is a certified fax and not bullshit or som. imaginary storys.

You guys are running an active scam and u should be punished and arrested.

Dear WSMCasino,

I have responded to your email and will be awaiting your reply.

We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.

Dear Alecsz,

I would like to inform you that we were unfortunately unable to persuade the casino to pay the disputed winnings. As a result, we will close the complaint in your favor as unresolved – against the Fair Gambling Codex. This outcome will negatively affect the casino’s Safety Index on our website.

I understand that this is not a satisfactory resolution to your issue. However, the decrease in the casino’s rating caused by unresolved complaints may encourage them to reconsider their approach in the future. If the casino decides to react or reopen the discussion, we will reopen the complaint and notify you by email.

In the meantime, I recommend contacting the Curaçao Gaming Authority at complaints@cga.cw and submitting a complaint directly to them. The regulator has additional tools and authority to assist players in such situations.

Please let me know if you would like help with submitting the complaint, or feel free to inform me about their response if you decide to contact them yourself (stefan.m@casino.guru).

I am sorry that we could not be of more help on this occasion.

Best regards,

Stefan

Casino.Guru