MrWest Casino - Withdrawal of player's winnings has been delayed.

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Dear Fintoiu2000,

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,
Complaints Resolution Center

Hello Radu & Karla,

Thank you for bringing your withdrawal concern to our attention.

Following a review of your account, I can confirm that the withdrawal request for EUR 2,000, submitted on 01 March 2026 at 12:25 GMT, is currently on hold pending a management decision.

During the standard review of your gaming activity related to these funds, it was identified that the winnings associated with this withdrawal were generated entirely from a free bonus of EUR 80, which was credited to your account on 01 March 2026 at 10:20 GMT.

In accordance with the casino’s Terms and Conditions, free bonuses are subject to a maximum withdrawal limit of EUR 100 (or equivalent in other currencies) unless otherwise specified. The applicable clause states:

"Unless otherwise stated, the maximum withdrawal from a free bonus is EUR 100, USD 100, CAD 100, NOK 1000, or the equivalent in any other currency."

However, given your long-standing loyalty and VIP Club status, your Account Manager has escalated this matter to casino management with a request to consider approving a higher discretionary cashout in this instance.

Your withdrawal will remain temporarily pending while management reviews the request. As soon as a decision is reached, you will be notified promptly.

We appreciate your patience while this review is completed.

Kind regards,

Eva Stone

Head of Customer Experience

You guys did not give me any answer why or how lond is going to be and what happened all that I receive from you was as soon as possible you dont have a timeframe very dificle to contact you because you don t answer to me by email and if I am available to withdrawal just 100 € why you guys lett me continue play ? And how I can withdrawal 100€ if the minimul withdrawal is 200€ dont make any sens to me and for the information what you give me was sunday cash back

Dear Fintoiu2000,

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.

hello, thank you very much for the reply, I haven't received any response from them, my payment is still pending, I don't know what else I can do.

Hello I want to ask you guys if you have any update abou my withdrawal?

Dear Fintoiu2000,

Thank you for your cooperation and for providing all the necessary information. I truly appreciate the time and effort you’ve taken to share everything with us so far.

Your complaint will now move to the next stage of our process and be handled by your dedicated Resolver, Lucia, lucia.s@casino.guru

. This is a standard step in our procedure, as the Resolver will take over communication with the casino directly and manage your case from this point onward.

No action is required from you right now. Your Resolver will reach out through this thread if any additional details are needed. You can rest assured that your case is in very capable hands.

I wish you the best of luck and hope your case will be resolved to your satisfaction soon.

Kind regards,

Karla Mayfly

Hello Fintoiu2000,

My name is Lucia and I will be assisting you with your case. I hope that together we will come to a successful resolution of your issue.

I would like to request the presence of a representative from the casino in this conversation.

Dear MrWest Casino,

Could you possibly provide additional information regarding the issue and clarify the situation? I would also appreciate it if you provided us with any and all relevant evidence.

Thank you in advance.

Respectfully,

Lucia

We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.

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

Dear Fintoiu2000,

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,

Lucia