MrWest Casino - Player’s winnings haven’t been received yet.

E act same problem as with goldwin, a sister site. Doing everything to stall paying out. Verification went on for 5 days. Then I get an email - all other emails ignored - telling me to cancel my crypto withdrawal and do a bank transfer, which I do, then only option to withdraw IS crypto. So I'm told to do crypto withdrawal again. Since then, no payout and 50+ emails ignored. Identical thing happening with goldwin. At my wits end with both of them.

Dear player,

Thank you very much for submitting your complaint. We are sorry to hear about the issue with your withdrawal and understand your concern. However, please bear in mind that it’s quite usual for withdrawals to take a couple of days or even weeks to get fully processed. This means that it may take some time before your money appears in your account. This delay may be caused by unfinished KYC verification or a high volume of withdrawal requests.

That’s why we advise players to be patient, cooperate fully with the casino, and wait at least 14 days after requesting their withdrawals before submitting a complaint.

If your account has been successfully verified, your game history checked, your withdrawal approved by the casino, and you still haven't received your winnings by 14 days since requesting the withdrawal, we will intervene and do our best to help you.

Thank you in advance for your patience and understanding.

Best regards,

Complaints Resolution Center

Important notice:

Casino Guru will never ask for payments or access to your accounts to complete KYC. If someone claims to be from Casino Guru and does that, do not share any information.

We only contact players through this official complaint thread or via @casino.guru e-mail addresses. Always check the sender’s domain and verify your complaint resolver’s e-mail address by clicking on their avatar visible inside the official complaint thread.

If anything seems suspicious, contact us directly.

Stay safe.

Kyc is fully completed. Live chat no answer. There is no excuse for your delaying tactics. Who, in this day and age will accept any casino or business for that matter being expected to wait 14 days to be paid out?

No issue with instant deposit though. I will not play and lose my money, no matter how long you stall. Pay out.

Interesting how here got an instant response but you can't answer 50+ emails?????

Payout.

Dear Matthew8,

I hope you are doing well. As the recommended time frame has now passed, could you kindly update us on whether your withdrawal has successfully been received or if there have been any new developments regarding your case? Thank you for your time, and I look forward to your response.

16 days, still no payout. After getting an email telling me to withdraw by crypto, the only option then, they come back a week later, when there time was up and tell me I can't withdraw by crypto! And suddenly, like magic, a bank transfer is an option to withdraw! Magic!! But of course, this means I have another "5 working days" , ie ANOTHER week to wait. Even though it was their mistake. Did the withdrawal for 4th time and their time is up again. Although live chat have been telling all about how their finance team are just INUNDATED at the moment.....never saw that one coming...

Please contact them. They are so rude to deal with and not only are they ignoring all emails, the emails are blocked and bounce back every time.

Please answer asap.

Why does it take so long to be reviewed?

It's now 17 days. There 5 days to process is over. Again. Live chat now talking about waiting to get to top of "queue". Same line again. Please try to deal with them.

All morning onto extremely rude live chat. When I pointed out 5 business days are up they countered with show me where that's stated. So I went to faq where it is stated. And guess what? Link broken. Fancy the chances of that!! Please deal with them.they are outrageous.

This is what I'm dealing with. And he's the only polite one.

Why is it taking so long for a reply here?

Why am I the only opened case waiting for guru to reply??

Dear Dominika & Anita,

Thank you for reaching out.

I can confirm that your account was successfully verified on October 2nd, 2025.

Your current withdrawal request of EUR 200, submitted on October 8th, 2025, is still pending. Please note that all withdrawal requests are processed in the order they are received (first in, first out). You can monitor the status of your request anytime via the cashier page in your account.

Kindly be aware that our support team has access to the same information visible to you on your end, and unfortunately cannot expedite the process or provide additional details while the request is under review.

We appreciate your patience and understanding.

Warm regards,

Eva Stone

Head of Customer Experience

MrWest Casino

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

Dear Matthew8,

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,

Dominika