The player from Germany received confirmation of her account verification on December 5th but has not received a response regarding her withdrawal request. Despite contacting customer service, she faces delays and has provided additional documentation to assist with the process.
MrWest Casino - Player's withdrawal is delayed.
Opened
Current status
Waiting for player to reply
5d 11h 23m 21s
MrWest Casino
Safety Index:Above averageCase summary
Discussion
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1 month ago
Translation
Hello dear Casino Guru Team!
I received an email from the casino on December 5th confirming that my account was verified. I then requested a withdrawal.
Unfortunately, I still haven't received a response from the casino.
I've already contacted customer service, and they said they're currently experiencing a high volume of inquiries, which can cause delays. They advised me to simply wait a little longer.
Afterwards, I checked the terms and conditions again and also uploaded a document regarding the origin of the funds to the casino. I thought that might be helpful, given the withdrawal amount. But so far, nothing has happened. 🥺
Therefore, I would like to ask for your help in order to hopefully reach a good conclusion.
Best regards
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1 month ago
Important notice:
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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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1 month ago
Hello,
Thank you very much for submitting this complaint. I'm sorry to hear about the problem you're experiencing. Please allow me to ask you a few questions to clarify your situation.
- Have you made any successful withdrawals from this casino before?
- What types of games did you play to accumulate your winnings?
- Did you play with or without a bonus?
- Have you received any responses from the casino regarding the source of funds you uploaded to your account?
- When was the last time the casino communicated with you, and what did they write to you?
I hope we will be able to help you resolve this issue as soon as possible. Thank you in advance for your reply.
Best regards
Veronika
Due to the increased volume of complaints during this time of year, we kindly request your patience while awaiting our responses. We aim to publish each complaint within 72 hours of submission, but reserve up to 7 days to reply to any subsequent comments. Additionally, please be aware that it might take a bit longer for your complaint to be assigned to a resolver, as we are currently managing over 1,000 complaints. Your understanding is greatly appreciated. Wishing you a delightful holiday season, and we will get back to you as soon as possible.
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1 month ago
Translation
Hello Veronika!
I just saw in my account that my withdrawal status has changed from "pending" to "successful". The money isn't in my account yet, but it shouldn't be too long now... if everything goes smoothly. 🙂
If that's not the case, I'll get back to you anyway. I'll also let you know when the money has arrived in my account.
Until then...
Best regards
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1 month ago
Thank you for letting me know. Have you received your winnings in the meantime, or are you still waiting?
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1 month ago
Translation
Hello Veronika!
No, nothing has arrived yet. But I'm still "relaxed" this week, since there were a few holidays in between. 😅
I'll get back to you by next week at the latest; whether with good or bad news, we'll see. 🙂
Until then...
Best regards
Nicole
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1 month ago
Hello Nicole and Veronika,
I have reviewed the player’s account and can confirm that the withdrawal was successfully processed and paid on December 30, 2025.
Please note that depending on the player’s bank, the funds may reflect in the account within a few hours, or it may take up to 3–5 business days to appear.
Should you require any further clarification or assistance, please do not hesitate to contact us.
Kind regards,
Eva Stone
Head of Customer Experience
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1 month ago
Dear MrWest Casino representative,
Thank you for reaching out to us and providing more information regarding the player's withdrawal request.
Dear wanda.73,
Could you please let me know if you received your winnings in the meantime, now that the holidays are over?
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1 month ago
Translation
Hello Veronika!
No, unfortunately nothing has arrived yet.
I just received an email saying my bank reversed the withdrawal because my account is supposedly currently blocked. That's not true, there's nothing wrong with my account!
I will call my bank tomorrow and ask why the money was reversed, and I am very curious to hear what reason my bank will give me.
Now I obviously have to reapply for the payout, so it will be an even longer process.
It's a shame that the casino engages in such business practices.
But I'll keep at it!
Best regards
Nicole
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1 month ago
Translation
Hello Veronika!
I just spoke with my bank. They received NO deposit from the casino that was rejected and returned.
That's a really low blow, I'm furious. I waited patiently the whole time, I was understanding when things took longer, and then I was treated so badly!? That's just unacceptable!
I will now request the payout again.
You'll definitely hear from me again!
Regards, Nicole
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1 month ago
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Hello Veronika
I have some new news, but it's not good news.
I just learned from customer service that I need to specify a different bank account for the payout, otherwise there will be further problems.
But I only have this one account!
And simply opening a new account, as the customer service representative suggested, can't be the solution (for a one-off transaction). And it's definitely not possible for me! I don't know how the casino expects that to work!
I'm slowly getting desperate... I was so happy about the win... and now nothing but trouble 😩
What should I do?
Best regards, Nicole
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1 month ago
Hello Nicole and Veronika,
Thank you for bringing this matter to our attention. I am sorry for the inconvenience this situation has caused.
Our records confirm that the payout was requested to an account held with an e-money institution (PayCenter) rather than a traditional bank. While our payments team successfully processed and sent the funds, the transaction was subsequently returned by the receiving institution with the following error message: "Beneficiary bank account is blocked."
Unfortunately, as the funds were rejected by PayCenter, we are unable to reprocess the payout to the same account. To proceed, you will need to submit a new payout request to an alternative account, ideally one held with a traditional commercial bank to avoid further issues.
Should you require any assistance with updating your payment details or have further questions, please do not hesitate to contact us. We are here to help ensure this matter is resolved as smoothly as possible.
Kind regards,
Eva Stone
Head of Customer Experience
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3 weeks ago
I would like to thank both parties for their cooperation in resolving this complaint.
Dear wanda.73,
Do you have a regular account with a commercial bank? If not, have you contacted the casino’s customer support to ask if any alternative payment methods are available for your withdrawal? Please note that you might be asked to make a small deposit to verify a new payment method if one is offered.
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3 weeks ago
Translation
Hello Veronika!
I don't have a "regular" bank account because I received a negative entry in my Schufa credit report due to debts incurred by my ex-husband. With such an entry, I won't be able to open an account with a "regular" bank here in Germany, as a credit check is performed before every account opening. Because of this, it's impossible for me to open a "regular" account, as every bank rejects my application.
I contacted the casino's customer service to ask about other withdrawal options. Their response was that there were no other possibilities.
So, what now?
Best regards
Nicole
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2 weeks ago
Hello Nicole and Veronika,
Thank you for reaching out. I’m sorry to hear about the difficulties you’re experiencing, and I understand how frustrating this situation must be.
At present, the only alternative withdrawal method available is via cryptocurrency. Please note that to use this option, a deposit of at least EUR 40 must first be made using the same method, and the amount must be wagered at least once before a withdrawal can be processed. Additionally, crypto withdrawals are currently subject to longer processing times compared to standard bank transfers.
As a more stable long-term solution, I would recommend exploring the possibility of opening a bank account with a provider that may better accommodate your circumstances. After consulting with our Finance team, we can confirm that we have had positive experiences with digital banks such as N26 and Revolut. Please be aware that payments can only be processed to a local IBAN and not to a Lithuanian IBAN.
If you need any clarification or further assistance, please don’t hesitate to let me know. I’ll be happy to help.
Kind regards,
Eva Stone
Head of Customer Experience
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2 weeks ago
Dear wanda.73,
Would you like to proceed with crypto payment, or are you willing to create a Revolut or N26 account? Please let me know.
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2 weeks ago
Translation
Hello Veronika!
I'd like to find out more about how cryptocurrency works. I have absolutely no idea about it and want to see which option is better.
I will get back to you soon and let you know my decision.
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1 week ago
Thank you for the information. Have you received any suggestions from the casino customer support regarding the most suitable method in the meantime?
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2 days ago
Dear wanda.73,
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.
