The player from Portugal had a problem with a €20 deposit made on May 20th via bank transfer, which had not been credited to her casino account despite being withdrawn from her bank. After a month of contacting support with proof, she received no resolution, and this issue marked the second time she faced a similar problem. The Complaints Team had transferred her case to a colleague for further review but ultimately advised her to contact her bank and the casino's licensing authority for assistance, as the casino claimed the funds were never received. Due to a lack of response from the player, the complaint was closed, but she retained the option to reopen it in the future.
MrWest Casino - Player's deposit has been delayed.
Closed
Our verdict
Player stopped responding
Amount: €20
MrWest Casino
Safety Index:Below averageCase summary
Discussion
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8 months ago
Translation
This casino simply shouldn't be open as it doesn't have the capacity to deal with the problems nor the resolution capacity considered acceptable.
I made a deposit of €20 on May 20th via bank transfer (the only possible way I was given), and to this day the money has never arrived in the account, even after it was immediately withdrawn from my bank account. After spending a whole month contacting support, the answer was always the same "we are investigating the situation". I've sent proof from the bank confirming that the money is on their side and so far there's been no response other than the one they give me when I ask for information. How is it possible that after almost 2 months they still don't have a solution? I want my money, whether it's sent to the account it was taken from or to the casino.
In conclusion, this is already the second time something like this has happened. On the first deposit, after contacting support, they immediately put the money in the casino, this time it's been 2 months. It's surreal, nobody deposits money to never receive it or to play after 6 months.
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8 months ago
Dear player,
Thank you very much for submitting your complaint. I’m sorry to hear about your problem. If your deposit has never been credited to your casino account, the only thing I would recommend is contacting your payment provider. They need to investigate, but bear in mind, that it’s a complicated process that takes one month approximately. In these cases, the casino usually has its hands tied.
I’m sorry that we couldn’t be of much help at this time. I will leave this complaint open for a month and kindly ask you to keep us updated. Thank you very much for your understanding.
Best regards,
Dominika
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If you notice anything suspicious, don’t hesitate to reach out to us directly.
Thank you for your patience, and stay safe.
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8 months ago
TranslationAt the moment the money has left the account, and it appears in detail on my bank statement, it's because the money is on their side, otherwise they would never have issued a receipt containing all the company's details. The deposit was made on May 20th, so it's July. What's more, it's ridiculous that I have to constantly send messages because they don't give me any information.
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8 months ago
TranslationI didn't contact anyone but their support, where the phrases are always the same and the answers don't add any information. That payment provider was where they said their problem was and where they were resolving it while they investigated. Apparently there is a long list of customers dealing with deposits that never reach the person's casino account. My question is, on what grounds am I now going to go to the bank after 2 months to talk about a transaction that they obviously sent the money because there is proof of transfer. I want to know if you can help me with them or not.
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8 months ago
Dear player, kindly contact your payment provider to clarify the status of the transaction in question.
To proceed with your case, could you please forward me the following documents?
- deposit receipt
- screenshot of your transaction history in your casino account
- communication with your payment provider
- communication with the casino customer support
- bank statement starting from the date you made the transaction that has not been credited to your casino account until today
My email address is dominika.l@casino.guru. Thank you for your patience and cooperation.
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8 months ago
TranslationHi Dominika, when you say contact the payment provider, do you mean the bank? Because the transfer was made there. I don't have all the documents you're asking for. Likewise, what you're asking about support isn't possible because all the conversations disappear. The transaction history doesn't appear, but I have a printout of when the deposit was validated, after which it disappeared from the history. I'll send you everything I have in my possession and then you can let me know if anything else is needed. To send you the documents, do I add my email address or some other way of making it clear that the documents are mine? Thank you
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8 months ago
Dear player, kindly contact your bank to ask for clarification on the status of the transaction, and please send me the conversation or response you receive from them.
However, I haven’t received any emails yet. Please make sure to send everything from your email address to dominika.l@casino.guru.
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7 months ago
TranslationMr West Casino
How can you say that if the
money has left my account, it's on my bank statement and I have proof of the transfer?It got lost along the way, nothing like this has ever happened with my bank and I play in a lot of casinos, this is the second problem with the deposit on your site. And to finish off, I'd like to know at what point, after 2 months of contacting support and constantly receiving the same reply that I'd be informed by email when you had any information. Do I have to file a complaint to finally get an answer? RIDICULOUS
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7 months ago
TranslationDominika, yes, I'll send everything I have and try to talk to the bank too. However, as I said above, it doesn't make any sense for the operation to be extracted if it hadn't been completed. There's a receipt with all the company's details.
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7 months ago
Dear MrWest Casino, thank you for the information provided.
Dear player, to proceed with your complaint, I kindly ask you to provide proof that the transaction has not been refunded back to your bank account. Please send us a bank statement covering the period from May 20 until today, showing clearly that no refund of the €20 deposit was received.
Without this evidence, we will not be able to continue helping you, as we must be sure the funds truly left your account and are not already returned.
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7 months ago
TranslationAhh, so if I send you the statement and prove that they didn't give me the money back, that's enough to prove that the transfer was made? Dominika, I'm going to email you that month's statement now.
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7 months ago
TranslationDominika, I've already emailed you the statements. Thank you
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7 months ago
Thank you very much for providing the necessary information. I will now transfer your complaint to my colleague Peter (peter.c@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.
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7 months ago
Hello there,
Thank you Brita6 for providing us with all the information. I hope we'll be able to resolve this issue together. I will review the information provided to me and get back to you as soon as possible.
Thank you for your patience during this time!
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7 months ago
TranslationI just ask you not to let this pass. I would never go to all this trouble if it wasn't true. I've already sent the documents and I'm waiting for a reply. Thank you very much
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7 months ago
Thank you for providing the information Brita6.
Dear MrWest Casino representative, the player has provided us with both a bank statement and proof of payment of the specified transaction, which according to the bank, has been credited to your payment provider. Would it be possible to provide any evidence from your side about the status of the payment from your payment provider? You can forward any information to my email. (peter.c@casino.guru) Thank you in advance for your cooperation!
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7 months ago
Dear Peter,
Thank you for the reply!
Indeed the player provided a proof of payment for that transaction, which was forwarded to our payment provider which confirmed no funds were received on their end for that transaction.
I provided the information directly to your email address.
Warm regards,
Eva Stone
Head of Customer Experience
MrWest Casino
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7 months ago
TranslationYes, but in addition to the receipt I've already sent all the statements in which it's clear that the money only left the account, never returned, was never refunded and even less went into the casino balance. Not to mention that on my very first deposit something like this happened with a card payment and only after insisting with support did they put the amount on my balance. I don't want anything from you, I just want what's mine.
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7 months ago
Dear Peter,
Thank you for the reply!
I understand your concern and the situation, however we are unable to credit amounts which were not actually received by us.
Since your registration with us you have made 1 successful deposit, in the amount of EUR 20, using the same payment method, on May 13th, 2025. Amount which was credited accordingly to your casino account and used entirely to place bets.
Warm regards,
Eva Stone
Head of Customer Experience
MrWest Casino
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7 months ago
TranslationThat's a lie, my first deposit was made via debit card, a method that disappeared after that first deposit problem. The second deposit was made via bank transfer, the only option your casino gave me at the time to make the deposit. The transfer details were provided by your casino, so the money was transferred to the account you provided. Don't tell me it was by the same method because that's a lie and I can prove it by looking at the receipt for that first deposit, which was made by card.
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7 months ago
Dear Brita6,
Thank you for the reply!
Your successful deposit, dated May 13th, is made using bank transfer. You have no successful deposits using other methods in our casino.
Warm regards,
Eva Stone
Head of Customer Experience
MrWest Casino
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7 months ago
TranslationThat's how you get paid, because I know I paid by card the first time, and I remember it perfectly because I've never had that payment method disappear in any casino. What's more, I'd like to know why it's not possible now to see the transaction history in the casino.
I wasn't going to "screw around" for €20, so I know that the payment was made. And further proof of this is what appears in your casino after making the deposit. I take screenshots of everything for this very reason, there's no shortage of fraudulent casinos. And I have the print that appears saying that the deposit was successful.
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7 months ago
TranslationHi Peter, will I be informed here or by email about the complaint?
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7 months ago
Thank you for providing me with the information representative.
Dear Brita6, the casino has provided me with back office information about your transaction, which shows it to have failed. I don't think we can do anything in this situation other than recommend you to contact the casino's licensing authority to perform an investigation of their own. The Gaming Authority has more options and tools to help players. You can contact the Anjouan Gaming Authority through the validator on the casino website. (validator link) Please let me know if you need help with submitting the complaint or how they responded, if you can do it on your own (peter.c@casino.guru). I am sorry I could not be of more help on this occasion.
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7 months ago
TranslationPeter, of course I want help. I play in a lot of casinos and I've never experienced any risk or situation like this. This casino has been nothing but trouble so far, I see complaints all the time and I don't think it's fair that because of their provider I lose my money. My bank would never issue a receipt if the money hadn't been transferred. I want you to explain everything that needs to be done! Thank you
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7 months ago
Dear Brita6, once you click the validator link I provided in my last message, there is an option to file a complaint. You will need to fill it up with your personal information and details regarding your complaint. The Gaming Authority has more options and tools to help players. Keep me informed about any developments, such as how they responded. Thank you in advance for your cooperation!
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6 months ago
Dear Peter & Brita6,
Thank you for the reply!
The player should contact their bank for further assistance regarding the transaction.
As a casino we are unable to apply funds to an account that haven't actually been received by us.
Warm regards,
Eva Stone
Head of Customer Experience
MrWest Casino
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6 months ago
TranslationDear Eva Stone, I've been a customer of my bank for years and I don't know how it works in your country, but in mine, no bank will issue a transfer note without it having been made. I'm going to do as you told me here, I'm going to contact the "Anjouan Gaming Authority" because I'm sure the problem is on your end. I play in several casinos and have never had a problem except with your site.
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6 months ago
TranslationPeter, I've been on vacation, can you send me the link to file the complaint again? Thank you
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6 months ago
Dear Peter & Brita6,
I understand your frustration, however in this case your only option is to solve the matter with your bank.
They are the only ones that can actually provide you with information regarding those funds and if they have been returned to you already.
If you wish to contact the regulator you can of course do so and we will provide to them the same proof that has already been provided to the casino.guru team. This will be a lengthy process and will eventually lead to the same outcome as the complaint here.
Warm regards,
Eva Stone
Head of Customer Experience
MrWest Casino
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6 months ago
Dear Brita6, I have provided you with a guide on how to contact the regulator in your email. Let me know if you have any questions, and if not, please forward me what the regulator has responded. Thank you in advance!
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6 months ago
Dear Brita6,
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.
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6 months ago
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,
Peter
Casino.Guru
