What Happened
A player from Germany says WSM Casino closed their account and kept about €500 after a verification review turned up an earlier account. According to the player, that first account had been blocked at their own request while they were on Germany's national OASIS exclusion list; after having the national ban lifted in spring 2026 they opened a new account, which worked for weeks until the check. The player argued the terms do not clearly allow keeping real-money winnings over a closed old account.
How It Developed
- 2026-09-17Complaint opened asking for an independent reading of the casino's multi-account and fund-retention clauses.
- 2026-09-21The mediator asked when each account was created, why the first was closed, whether the casino had been asked before re-registering, and whether the €500 was deposits or winnings.
- 2026-09-23The player explained the OASIS history, said no bonuses were used and the accounts never overlapped, and that the €500 was mostly winnings.
- 2026-09-30The mediator noted the casino allows sign-up by email or wallet only; the player confirmed no personal details or ID were ever submitted.
- 2026-10-07The complaint was closed as unjustified: the player knowingly opened a second account without asking the casino to reopen the first, and the lifted national ban was not the casino's permission.
Rejected
The mediator found the second account was opened knowingly without the casino's permission, so WSM Casino could keep the €500.
What Has (and Hasn't) Helped
Nothing helped here, and the casino was never contacted. The lesson is procedural: if you once had an account closed, especially for gambling reasons, ask that casino in writing to reopen or reinstate it rather than registering fresh. Mediators treat a knowingly created second account as a breach even with no bonuses and no overlap.