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I am submitting a formal complaint against WSM Casino and its affiliated business, Coin Casino, for serious breaches of responsible gambling practices, self-exclusion obligations, and failure to provide any form of duty of care despite repeated, obvious signs of extreme problem gambling.

I am a problem gambler who, after losing large sums of money I could not afford at Coin Casino, took the step of self-excluding and closing my account. This decision was not taken lightly, as I had already recognised my behaviour was harmful and was actively trying to stop. Despite this, I was later allowed to open and gamble at WSM Casino — a related platform under the same ownership — using the exact same email address and crypto wallet that I had used at Coin Casino. This should have immediately flagged that I was a self-excluded player and prevented me from accessing their services.

Instead, I was granted full access and quickly fell into a destructive cycle. Over a one-week period I deposited and lost extremely large sums of money while displaying clear signs of problem gambling: 24-hour gambling sessions without sleep, desperate requests for help, and repeated pleas for bonuses, free spins, and deposit incentives to continue gambling. At every stage, rather than intervening or enforcing safe gambling rules, WSM Casino staff actively encouraged me to keep playing. Bonuses and promotions were offered, emails and marketing material enticed me to deposit more, and my attempts to stop were ignored or dismissed.

Coin Casino had already made it difficult to self-exclude in the first place, with multiple barriers and delays before they finally closed my account. Yet after acknowledging my self-exclusion, they then directly marketed WSM Casino to me by email, encouraging me to gamble again on their sister platform. This was not only irresponsible but also a direct breach of safe gambling obligations, as they were well aware of my exclusion and my problem gambling history.

The impact of this failure has been catastrophic. I have lost my family’s savings, I have had to come clean to my partner, and I now face the devastating reality of bringing a newborn child into financial ruin because of the actions of these casinos. I am seeking professional help for my gambling, but I strongly believe this situation was avoidable had WSM Casino and Coin Casino followed the most basic responsible gambling rules. Their systems should have recognised my details, stopped me from registering, and flagged my behaviour. Instead, they profited significantly from my vulnerability and ignored every warning sign.

I have already attempted to raise this directly with WSM Casino, but their response was generic, dismissive, and showed no interest in acknowledging their failure or the harm caused. I therefore have no choice but to escalate this complaint. I believe I am entitled to a full return of the money lost while gambling on WSM Casino after my self-exclusion from Coin Casino. This is not simply a matter of poor personal decision-making; it is a clear and documented case of a gambling operator failing to uphold its legal and ethical obligations to protect vulnerable individuals from harm.

In summary, WSM Casino and Coin Casino:

Allowed me to create an account at WSM despite being self-excluded at Coin.

Used the same email address and crypto wallet, which should have automatically flagged my exclusion.

Ignored clear signs of extreme problem gambling, including 24-hour gambling sessions, erratic deposits, and desperate requests for help.

Actively encouraged continued gambling by providing promotions and marketing instead of support or intervention.

Directly breached responsible gambling and self-exclusion obligations.

I request urgent investigation into this matter and the return of funds lost while gambling at WSM Casino, which only occurred because of their failure to enforce safe gambling rules.

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Hello,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with WSMCasino.

Please allow me to ask you a few questions so I can better understand the situation.

• Could you please advise whether your account has been blocked or if it is still accessible to you? When was it closed?
• Have you tried contacting support after you learned your self-exclusion request wasn't granted?
• Could you please share your self-exclusion requests and requests for help with me?
• Include the communication regarding the refund and any confirmation you received from Coin Casino. Please share the information with my email at tomas@casino.guru
• Could you please advise when was the last time the casino allowed you to deposit?

If your account is still accessible to you, I would recommend that you request a self-exclusion due to gambling problems in the casino. If you have other accounts open in online casinos, you can use this as a template to request self-exclusion elsewhere.

When applying for self-exclusion, clearly state the reason for deactivating your account and specify the period. Additionally, the email subject should be marked and easily recognizable, as the casino support receives many requests per day. If it is marked visibly, you will stand a better chance of having your request granted as soon as possible.

Example:

Email subject: Self-exclusion:

Player’s info:

First name:

Last name:

Date of birth:

Casino login:

Email address:

"Greetings WSMCasino Support,

I’m writing to inform you that I wish to be immediately excluded from this casino and from receiving any gambling-related marketing material permanently.

The reason for my decision is that I am suffering from gambling problems.

I acknowledge that I will not be allowed to rescind my self-exclusion during this period and that the self-exclusion cannot be lifted before the end of the agreed period."

Please send another email to support@wsmcasino.com (you can include me in the copy at tomas@casino.guru) and keep me informed about any further developments.

In the meantime, check other resources and information in our responsible gambling guide found here: https://casino.guru/responsible-gambling-guide

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,

Tomas

I suggest you ask the casino for evidence based on our communication that they endeavoured to provide safe gambling protocols, unfortunately due to me hiding the gambling I had already deleted the communication between myself and the casino, I have however made formal complaints with the curaçao gambling board too, they 100% exploited my addiction and have absolutely destroyed me financially, they will have no choice but to share the communication with you, the many times I didn’t sleep for 24hrs straight depositing literally 100s of thousands of dollars, all they did was offer me more free bets, cashback ets and never checked based on such extreme gambling that I was ok. I asked to close my accounts multiple times and they would suggest they "could do better and give me bonuses to stay. All this whilst I had already just permanently basked excluded form there other venue coin casino. This is illegal and I want your help to get atleast some of my family’s money back. Please I have been wronged.

Hi team, just checking in on this? I have also started complaints with the regulators too.

Thanks for your patience.

Sadly, we can pursue failed self-exclusion cases and ask the casino for a refund only if we have evidence that you informed the casino about your gambling issues and the casino failed to protect you. The evidence needs to come from you since online casinos aren't obligated to provide us with evidence that would implicate them.

If there is a chance to recover deleted emails from your email provider, I would encourage you to try this option.

Looking forward to your reply.

Dear Mrsweet,

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 regret to inform you that, due to the lack of response from the player to our messages, inquiries, and reminder, we are unable to proceed with further investigation or provide potential solutions at this time. As a result, we must close this complaint for the moment.
However, please note that the player retains the option to reopen this complaint at any time in the future should they choose to resume communication. We remain open and ready to assist in resolving the matter should the player decide to reach out again.

Thank you for your understanding.

Best regards,
Tomas
Casino.Guru