The player from Germany deposited funds into Mrwest and verified his account after submitting additional images. However, his withdrawal request was canceled and he was instructed to use Jeton for withdrawal. After requesting again via Jeton, he has been waiting for the withdrawal to be processed since December 3rd.
MrWest Casino - Player's withdrawal has been delayed.
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Waiting for Casino Guru to reply
6d 23h 13m 4s
MrWest Casino
Safety Index:Above averageCase summary
Discussion
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7 hours ago
On 23. Of November I deposited to Mrwest using Jeton. I managed to get my balance up to 300€ and requested a withdrawal via crypto, since only crypto and bank transfer had been the only available methods for withdrawal.
On 25. Of November my Account was verified, after I had to resend some images that were blurry.
On 2. Of December my withdrawal request was canceled, telling me to use Jeton for withdrawal.
Since it wasn't available I wrote them back and the next day (3. December)
They wrote me back that it should be available now, so I requested another withdrawal via Jeton.
Since that day I am waiting again for my withdrawal to be processed.
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3 hours ago
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.
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3 hours ago
Hello,
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 within 14 days since requesting the withdrawal, please let us know, and we will intervene and try to help you.
Thank you in advance for your patience and understanding.
Best regards,
Veronika
