WSMCasino - プレイヤーのマイルストーン報酬は検証後に保留されました。

I am writing to request the unpaid reward of $2,500 💰 for achieving a milestone.

Welcome Bonus: 200% up to $25,000

For every double the deposit amount wagered, you receive 200% of 10% of the deposit amount.

I deposited $12,500 and started playing.

After receiving the 8th installment, a KYC investigation was conducted, which I complied with.

Following that, there was another KYC investigation around the time I received the 9th installment.

Although it was verified, I immediately received an email stating that the bonus would be blocked from a business perspective.

I reluctantly accepted this and asked support if I could still make withdrawals.

I was then informed that the current valid bonus would remain valid until the end.

Surprised, as I thought all bonuses were already void, I asked 3 or 4 more times, and was assured that the 10th installment of the bonus would be paid, so I continued to play.

At that point, I was around 10% into the challenge for the 10th installment.

However, the next day, when I checked the progress, I was told that even the currently active bonus was void.

I contacted support multiple times, and although they admitted the mistake, no compensation was offered.

When I received the bonus block notification via email, I thought all bonuses would be void, but the live agent confirmed multiple times that the current bonus was valid and that I would receive the 10th installment, so I continued to play.

If this is allowed, then there are no rules in the casino industry.

I strongly request the 10th installment of $2,500 💰.

I was told that wagering approximately €70,000 would be sufficient, and I had already wagered €65,000. Sudden changes are unacceptable.

If that was the case, I should have been clearly informed that all bonuses were void at the initial notification 💦.

私は今回　2500💲の達成型報酬の未払いを求めている

ウェルカムボーナス200% 最高25000ドル

入金額の６倍の賭けるごとに　入金額の10%の200%をもらえるシステム

12500ドルを入金してプレイをした

8回目をもらった後から　Kyc調査が行われ素直に応じた

その後　9回目の分割を貰った前後のタイミングで　もう一度Kyc調査があり

認証されたが　すぐにメールが来て

ビジネスの観点でボーナスをブロックすると来た

私は　渋々認め　サポートに　出金はできるかと確認を取った

そうしたら現在　有効なボーナスは最後まで有効であると　言われた

私はもうすでに全てのボーナスが無効あると思ったため　驚いて　3、4回聞き直したが　10回目の分割ボーナスは　支払いが行われるということでプレーを続行した

この時10回目の　チャレンジの10%前後進行したところだった

しかし　次の日　進行状況を　確認する今　有効中のボーナスも　無効と答えてきた

何回もサポートに問い合わせたが　間違いを認めたが補償がない

私は　メールでボーナスブロックの通達が来た時点で　全てのボーナスが無効になると思ったが

ライブエージェントが　現在のボーナスは有効と　何度も確認して　10回目の分割払いは受け取る事ができると言ったため　プレーを続けた

これが　許されるなら　カジノ業界にはルールは存在しない

強く　10分割の　１０回目　2500ドルを求めます

約　70000ユーロ　掛ければいい　65000ユーロ掛け終えて　急な変更は許されない

だったら　初めの通達をした時に　全てボーナスは無効であると　私に　正確に伝えるべき💦

Dear hirokann0525,

Thank you very much for submitting your complaint. I’m sorry to hear about the issues you’ve encountered with receiving your bonus at the casino.

To better understand your situation and assist you effectively, could you please provide us with the following details:

• Could you forward all relevant communication, including emails and chat transcripts with the casino support, to petronela.k@casino.guru?
• When did you receive the notification that your bonus was blocked? Can you provide the exact date and content of the notification?
• Could you provide details of your wagering activity, specifically how much you have wagered towards the 10th installment of the bonus?
• Have you received any additional explanations or reasons from the casino regarding why the bonus was blocked from a business perspective?

I hope we will be able to help you to resolve this issue as soon as possible.

Thank you in advance for your reply.

Best regards,

Petronela

Could you please forward all relevant communications with casino support, including emails and chat records?

Emailed

When did you receive the notification that your bonus was blocked? Can you please tell us the exact date and content of the notification?

Emailed

Please provide details of your betting activity, specifically how much you bet on the 10th installment of the bonus.

I've been buying Money Train bonuses and playing for a long time!

Between $50 and $500 per session!!

I got an email about a bonus block at about 10%, so I checked it and was told that I could receive the bonus until the end. I asked the same question 3 or 4 times and was told that I could receive it all.

When I reached about 90% and tried to find out the exact remaining betting conditions with about 10% left, I was told that the bonus was invalid.

Have you received any additional explanations or reasons from the casino as to why the bonus was blocked from a business perspective?

It has not been

However, there are many casinos that force you to violate the rules.

He honestly and humbly explained it to me from a business perspective, so I accepted it without hesitation!!

However, the casino told me that currently active bonuses would not be invalidated, so I continued playing and when I tried to receive the last installment bonus, I was told that it had been invalidated.

カジノサポートとのメールやチャットの記録など、関連するすべてのコミュニケーションを転送していただけますか？

メールした

ボーナスがブロックされたという通知をいつ受け取りましたか? 通知の正確な日付と内容を教えていただけますか?

メールした

賭け金の活動の詳細、具体的にはボーナスの 10 回目の分割払いに対していくら賭けたかを教えてください。

money train の　ボーナスを買ってプレイしていたずっと！

一回　50ドルから500ドルの間で！！

10%ぐらいでボーナスブロックのメールが来たので確認したら　分割ボーナスは最後までもらう事ができると言われたため　3、４回同じ質問をして全て　もらえると言われたので

90％ぐらい進行させて　残り10%ぐらいのところで正確な　残りのかけ条件をしろうとしたら　ボーナスは無効と言われた💦

ビジネスの観点からボーナスがブロックされた理由について、カジノから追加の説明や理由を受け取りましたか?

されていない

しかし　規約違反と押し付けてくるカジノが多い中

素直に　ビジネスの観点と私に謙虚に言ってきたので　素直に受け入れた！！

しかし　カジノ側から　現在有効なボーナスは無効にならないと言われたため　プレーをし続け　最後の分割ボーナスを貰おうとしたら　無効になってると言われた💦

Thank you very much, hirokann0525, for providing all the necessary information. I will now transfer your complaint to my colleague Matej (matej@casino.guru) who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction in the near future.  

Hello hirokann0525,

I am sorry to hear about your troubles.

I would like to invite the casino representative into the case:

Dear casino representative, could you please check the case and explain to us what happened?

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 hirokann0525,

I am trying an alternative way to contact the casino.

Please be patient.

Hello hirokann0525.

This was a mistake on our white label providers behalf, your account has been credited with the missing amount.

Thank you for your patience on this matter.

WSM Casino

Dear hirokann0525,

Could you please confirm receipt of the reward and whether your complaint has been resolved?

The money was withdrawn!

thank you

However, as you know, this casino has remained stubborn in its decision despite numerous complaints.

I rely on Casino Guru this time because I have knowledge, but many other players don't know about it.

Please rule this an illegal confiscation.

出金された！

ありがと

しかし　このカジノはご存知の通り何回もクレームを出しても　頑なに決意を変えませんでした

私は知識が　あるので　今回カジノグルに頼ったが他のプレイヤーは知らないプレイヤーも多い

不正な没収として　決定してください

Dear hirokann0525,

I'm glad to hear that your issue has been resolved successfully. I will now mark the complaint as 'resolved' in our system. 

Thank you for your cooperation, and please do not hesitate to contact our Complaint Resolution Center if you run into any issues with this or any other casino in the future. We are here to help.

Best regards,

Matej

Casino.Guru