The player from Germany faced repeated withdrawal refusals from Mrwest casino, despite having a fully verified account. He encountered issues with multiple withdrawal methods including Jeton, Skrill, and Revolut. After extensive communication with the casino, he ultimately received his winnings after submitting a withdrawal request to a German bank account, which was processed after more than 15 days. The Complaints Team resolved the issue by facilitating communication between the player and the casino, ensuring that the player's concerns were addressed, which led to the successful withdrawal.
MrWest Casino - Player's withdrawals are being blocked.
Resolved
Our verdict
Case closed
Amount: €375
MrWest Casino
Safety Index 6.2 Below averageCase summary
Discussion
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1 year ago
Translation
Mrwest refuses to accept withdrawals using any of the withdrawal options available to me. In addition, the processing is extremely slow, taking eight days. I deposited with Jeton, and the withdrawal was declined "because Jeton is unavailable." Withdrawals to other methods offered for deposits, such as Skrill and Revolut, are also not accepted.
I then submitted my IBAN current account to Revolut for withdrawal, but this was again rejected with the explanation "withdrawals to foreign bank accounts are not possible." This makes absolutely no sense, because the Revolut account is a completely normal European IBAN bank account!
Even the live chat confirmed that I could withdraw to the Revolut bank account (screenshot available)
My account is fully verified with all documents. I cannot accept a withdrawal to a German bank account under any circumstances, as this would lead to legal problems, as MrWest does not have a German gambling license.
This is pure harassment on the part of this casino, and I won't get my money back. I would never have deposited money at this casino if it had been clear that you couldn't withdraw using the options offered at the time of deposit...as is the case at any regular casino.
I ask the Casino Guru team for help
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1 year ago
Dear fros7byte,
Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please allow me to ask you a few questions, so I can understand the whole situation completely.
- Have you made any successful withdrawals before?
- Could you please clarify how many times you have attempted to request a withdrawal so far?
- Did you accumulate your winnings with or without an active bonus?
I hope we will be able to help you to resolve this issue as soon as possible. Thank you very much in advance for your reply.
Best regards,
Kristina
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1 year ago
TranslationDear Kristina,
- No, this is my very first withdrawal in the casino
- I tried to request the payout twice
- the winnings were generated with bonus, which I fully and without violations
The core problem is that I am forced to withdraw my money to a German bank account, which I want to avoid at all costs.
I would like to withdraw to the same option I deposited with—Jetonbank (rejected by Mrwest). Alternatively, I offer a withdrawal to a Revolut bank account (rejected by Mrwest) or Skrill (rejected by Mrwest).
The casino doesn't offer any of the withdrawal options it offered when I made my deposit, and it also rejects all other withdrawal options I offered. So, I have no way to withdraw my winnings.
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1 year ago
Dear fros7byte & Kristina,
I am sorry to hear about the issues you encountered.
As you were informed by our colleagues, withdrawals through Jeton are not currently possible.
In this case you can request a withdrawal using bank transfer, however this can only be done to a bank account that is opened in your country of residence. We aren't able to process withdrawals to bank accounts opened in a different country, such as Revolut.
Warm regards,
Eva Stone
Head of Customer Experience
MrWest Casino
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1 year ago
TranslationHello MrWest Casino,
I already know this information, but it does not help to solve the problem.
How am I supposed to withdraw my balance now that withdrawals to a German bank account are not possible? And why was I able to deposit with Jeton if you no longer offer Jeton for withdrawals?
Alternatively, I would like to request a withdrawal to my Skrill account. You also offer Skrill for deposits. Can you accommodate this?
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1 year ago
Dear fros7byte & Kristina,
Thank you for your reply!
As you have deposited with Jeton, your only withdrawal option at the moment is bank transfer.
You will able to receive the funds to a bank account opened in your country of residence.
Warm regards,
Eva Stone
Head of Customer Experience
MrWest Casino
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1 year ago
TranslationHello MrWest Casino,
I would make a deposit via Skrill, wager the amount accordingly, and then withdraw to Skrill.
Is this at least possible?
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1 year ago
Dear fros7byte & Kristina,
Thank you for your reply!
You can see the available withdrawal methods at any time by accessing the Withdraw page in the Cashier. Withdrawals through Skrill are not available, it is only available as a deposit option.
In your case, since you deposited with Jeton, you can request the withdrawal using bank transfer to any account opened in your country of residence.
Warm regards,
Eva Stone
Head of Customer Experience
MrWest Casino
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1 year ago
TranslationHello MrWest Casino,
The payout to any bank account located in Germany will then be made directly and without me having to make a deposit in your casino with this bank account beforehand?
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1 year ago
Dear fros7byte & Kristina,
Thank you for your reply!
Yes, you can simply request the withdrawal from your casino account.
The only thing you will need to do is to upload a bank statement, on the Verification page under Proof of Payment, for the account to which you will withdraw the funds. This needs to shows your full name as the account holder, the IBAN and should have a clear date of issues from the last 3 months.
Warm regards,
Eva Stone
Head of Customer Experience
MrWest Casino
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1 year ago
TranslationHello MrWest Casino,
I have submitted a new withdrawal request to my German bank account and uploaded a corresponding bank statement as proof in my player account.
I now request that the payment be processed promptly.
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1 year ago
Dear fros7byte & Kristina,
I have reviewed your account and I see that you again requested the payment to a Revolut account.
You will need to request the withdrawal to a bank account opened in your country of residence and provide a statement for that specific account.
Warm regards,
Eva Stone
Head of Customer Experience
MrWest Casino
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1 year ago
TranslationHello MrWest Casino,
I'm slowly running out of ideas on what to say about this.
This is a German Revolut account, from Revolut Bank UAB in Berlin, with a German IBAN. Opened in my country of residence.
It's a completely normal German bank account from Revolut Bank Germany. It has nothing to do with the previous Revolut bank account from Lithuania.
This account therefore meets all of your stated requirements and I have resubmitted the withdrawal request.
Please take another closer look...
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1 year ago
Dear fros7byte & Kristina,
In order to withdraw the funds using bank transfer you are required to use a bank account opened in your country of residence.
Revolut is licensed in a different jurisdiction and we have no way of processing payments to this bank.
Warm regards,
Eva Stone
Head of Customer Experience
MrWest Casino
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1 year ago
TranslationHello MrWest Casino,
Never before has a casino made it so difficult for me to withdraw. This is truly a very customer-unfriendly approach.
I would now like to open a crypto wallet specifically for MrWest. Is a withdrawal via crypto possible? I see this option in my player account.
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1 year ago
Dear fros7byte & Kristina,
Since your winnings are generated from a deposit made with Jeton, you can only withdraw them using bank transfer.
We do our best to process all payments as quickly as possible, however this will require your cooperation with following the instructions received.
Warm regards,
Eva Stone
Head of Customer Experience
MrWest Casino
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1 year ago
TranslationHello MrWest Casino,
I have now submitted another withdrawal request to a real German bank account opened in Germany and uploaded the required proof in the form of a bank statement in my player account.
Please transfer the amount to this account as soon as possible.
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1 year ago
Hello everyone,
Thank you both for your replies and cooperation.
fros7byte, I hope your withdrawal will finally be successful. I will keep this complaint open, so please keep me informed about any further developments. Thank you very much.
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1 year ago
TranslationHello Kristina,
The payout has finally arrived, after more than 15 days and extremely arduous conditions, the likes of which I've never experienced in any casino before. I would therefore like to thank you for taking on this case and giving me the opportunity to describe the problem here. I'm fairly certain that I still wouldn't have received my money if I'd been left to my own devices.
I have now requested the complete deletion of my account with MrWest and will never play there again.
I consider it pure harassment how great efforts are being made to avoid any payouts:
- A typical payout at MrWest takes about a week, even without complications (statement from live chat and player experiences)
- no processing on weekends and public holidays
- the minimum withdrawal amount is 200€
- It is impossible to claim any offers/bonuses while the withdrawal request is pending
- a very complex verification process, even for small withdrawals, although this is described differently in the terms and conditions
- And most importantly: there are countless deposit methods offered, but you are forced to withdraw to a German bank account, which can lead to many legal problems
These are all points that, in my opinion, are specifically designed to delay and frustrate the player, causing him to cancel his withdrawal and possibly gamble the money away again.
MrWest not only contradicts industry standard practices (deposit method = withdrawal method), but also its own terms and conditions, which state: "9.1.3 [...] All withdrawals will only be transferred to the same account from which the funds deposited into the player's account originated."
Although I offered every conceivable alternative (Jeton, Skrill, Revolut, Revolut Germany, crypto), specifically created a German Revolut bank account, and was willing to open a crypto wallet, MrWest offered no concessions and forced me to accept the specified withdrawal method, which was nowhere visible to me beforehand. In the end, I even had to open a new official bank account to finally complete the withdrawal.
Ultimately, I decided to close my account, although MrWest's live chat repeatedly contradicted me and tried to persuade me to stay. Therefore, I forwarded the request to sent by email.
It was a very bad casino experience, but I'm glad it's over and that the winnings weren't much higher.
I can only advise other players not to play here.
Thank you and all the best!
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1 year ago
Dear fros7byte & Kristina,
I am sorry to hear that you feel this way regarding your experience with our casino.
In terms of verification our casino follows industry best practices and only requires minimal documentation in most cases. As a player you are able to verify your account well ahead of requesting a withdrawal, so that you experience a quick cashout whenever you have winnings.
As a player you are always able to see all available withdrawal methods and deposit methods in the cashier, even before actually playing. The list is constantly updated.
Our team has been completely transparent and informed you that you won't be able to withdraw to a Revolut account and that you should use a regular bank account opened in your country of residence.
You requested the withdrawal on May 15th, using a correct account, and it was processed on May 16th - which is a processing time of less than 24 hours. In most cases withdrawals in our casino are paid within a short period of time, not the time frame mentioned in your post.
Warm regards,
Eva Stone
Head of Customer Experience
MrWest Casino
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1 year ago
Dear fros7byte,
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,
Kristina
Casino.Guru
