WSMCasino - Povlačenje igrača je odloženo.

Hello,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please allow me to ask you a few questions, so I can understand the whole situation completely.

• Could you please advise us on the current status of your withdrawal request? Is it marked as pending or processed in your casino account? If possible, please post a screenshot of your withdrawal history here in this thread.
• Did you accumulate your winnings with or without an active bonus?

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,

Kristina

Important Notice: Casino.Guru will never ask you to make payments or grant access to your accounts in order to complete KYC on your behalf. If anyone claims to be from Casino.Guru and requests such information, do not share anything with them.

All communication from us will be through this official complaint thread or the official email addresses provided in your case. Please always check the domain of any email you receive and verify that it truly comes from us. You can confirm this by clicking on your complaint resolver’s profile.

If you notice anything suspicious, don’t hesitate to reach out to us directly.

Thank you for your patience, and stay safe.

Good day Ms. Stark,

Thank you for your quick response.

Attached is a screenshot of the payout that was won without any bonus or anything similar.

This is my first withdrawal from the casino.

Guten Tag Frau Stark,

Vielen Dank für Ihre schnelle Rückmeldung.

Anbei ein Screenshot der Auszahlung, die ohne jeglichen Bonus oder ähnlichem gewonnen wurde.

Das ist meine erste Auszahlung auf dem Casino.

Thank you very much for your reply. Could you please forward all the relevant communication between you and the casino to kristina.s@casino.guru? Alternatively, you can post it here. Thank you in advance.

All conversations took place via WSM Casino's live chat, so I no longer have it, but I'm attaching an email I received. In the live chat, regardless of who was talking to me, it always said, "Your withdrawal is being reviewed at this moment, please be patient," so it wasn't really a satisfactory answer. At other casinos, you definitely get more help and faster payouts—much faster. What's the current status? Or rather, how are you going about resolving this problem? I've sent you the email attachment.

Thank you for your feedback!

Die Gespräche liefen alle über den Live Chat vom WSM Casino, somit habe ich diese nicht mehr, dennoch anbei eine Email die ich erhalten habe. Im Live Chat wurde immer geschrieben, egal von wem "Your withdrawal is getting reviewed at this moment, please be patient" also nicht wirklich eine befriedegende Antwort. Bei anderen Casinos kriegt man auf jeden Fall mehr Hilfe & eine schnellere Auszahlung - sehr viel schneller. Wie ist denn gerade der Stand der Dinge? Bzw. Wie gehen Sie vor dieses Problem zu lösen? Den Anhang der Email habe ich Ihnen per Mail geschickt

Vielen Dank für eine Rückmeldung!

Thank you very much for your cooperation. I will now transfer your complaint to my colleague Martina (martina.b@casino.guru) 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.

Dear flyingducky200212,

My name is Martina and from now on, I will assist you with resolving your complaint. I am sorry to hear that your withdrawal has been delayed. I will contact the casino and try my best to resolve the issue as soon as possible.

Now I would like to invite WSMCasino representative to join this conversation and participate in the resolution of this complaint.

Dear casino representative, could you please state the reason why the player's withdrawal has not yet been processed?

Thank you in advance for providing the information.

Hey guys

We are looking into this and will come back to you asap

We were waiting on a gameplay review due to a provider flag for some of their games.

This has now been approved, we're sorry for the delay.

It won't happen again.

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

Dear flyingducky200212,

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,

Martina