MrWest Casino - Player's withdrawal is delayed indefinitely.

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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 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,

Attila

​"Hi Attila,

​Thank you for the update. Just to clarify, my account KYC verification is already 100% completed and approved by the casino. I will wait for the 14-day period to pass and update you accordingly if the payout is not processed.

​Best regards,

[Redacted]"

Thank you for your response. Please allow me to ask you a few questions, so I can understand the whole situation completely.

• Have you made any successful withdrawals before? If so, have you utilized the same payment method across these withdrawals?
• Did you accumulate your winnings with or without an active bonus?

Thank you very much in advance for your reply.

Hi.

I made my first deposit just now using a Skrill virtual Mastercard.

I deposited €20, for which I received 50 no-wager spins, with no cap on winnings.

I won a few euros from those 50 spins, but later, while playing with the €20 deposit, I managed to reach nearly €3,000; I eventually stopped at €2,000 to initiate a withdrawal.

My account is verified, as is the Skrill Mastercard and my address.

I received an email—which I forwarded to you—confirming that my account is fully verified and that I am free to play and make withdrawals.

I requested the withdrawal that same day, but the only option offered was cryptocurrency.

Since I have the Revolut app, I chose to withdraw the €2,000 in Bitcoin.

Ever since then, I’ve been receiving the same response almost daily: that the finance team needs to process the withdrawal. Their agents, Bella and George, say they have no direct contact with the finance team and can't do anything about it—and this has been going on for 17 days now.

I hope you can do something to help resolve my issue.

Regards,

[Redacted]

Hi Attila,

​Thank you for taking over my case. Here are the answers to your questions:

​Previous withdrawals: No, this is my first withdrawal request on Mr West Casino.

​Payment method: I originally deposited using a Skrill Virtual Mastercard. However, when I went to the cashier to request a withdrawal, the casino did not offer Mastercard/Skrill as a withdrawal option. The only available option provided in the cashier was USDT (Crypto), which is why I submitted my request via USDT.

​Bonus usage: Upon deposit, I received 50 no-wager free spins. The winnings from these spins were minimal (around 5–10 EUR) and added directly to my cash balance. My main balance and final winnings were generated through play with my real money deposit. There were no maximum win limits or wagering requirements attached to the spins.

​My account was fully verified (KYC approved) on July 28th, and no terms or policy violations are involved.

​Please let me know if you need any additional details.

​Best regards,

[Redacted]

I have sent you two replies.

One is my personal response, and the other has been slightly refined from a professional standpoint, though the answer is essentially the same.

Thank you.

Best regards.

Hi Attila,

​I am writing to let you know that I have successfully received the funds on my Revolut account.

​Thank you very much for all your help, support, and assistance throughout this process. I really appreciate your effort in resolving this for me.

​Best regards,

[Redacted]

We're glad to hear that your issue has been resolved. We'll go ahead and mark the complaint as 'resolved' in our system. We appreciate your cooperation and confirmation. If you ever encounter any issues with this or any other casino in the future, please feel free to reach out to our Complaint Resolution Center. We're here to help.

As you know, we do not charge for our services, nor do we 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://www.trustpilot.com/evaluate/casino.guru. An honest review, along with any suggestions for improvement, would be invaluable. Your feedback could help others who may be considering contacting us for assistance with online casino-related issues.

Thank you in advance for your time.

Best regards,

Attila Gorkij

Casino.Guru