The player from Germany had €17,000 in outstanding withdrawals from Westace, which had been pending for two weeks due to delayed verification. His bank statement had been repeatedly rejected despite meeting the casino's requirements, and he had not received further responses from live chat after his inquiries. We had attempted to facilitate communication between the player and the casino and extended the timeline to allow for resolution. However, due to the casino's lack of cooperation and absence of a valid license or alternative dispute resolution service, the complaint was marked as unresolved. The unresolved status might have negatively affected the casino's rating, but no further action could be taken at that time.
WestAce Casino - Player faces delayed withdrawals and verification issues.
Unresolved
Our verdict
No reaction
Black points: 4,005
Amount: €17,000
WestAce Casino
Safety Index:Very lowCase summary
Discussion
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1 month ago
Translation
Hello Casino Guru,
I have €17,000 outstanding from Westace. Unfortunately, my withdrawals have been pending for two weeks, and my verification is being delayed without any apparent reason. My bank statement is rejected every time, even though it meets all the requirements: it's unprocessed, an original PDF, and no more than six months old, as stated in the terms and conditions.
I inquired in the live chat and was told that it had been forwarded, but I have not received any answers since.
Previously, I had a few successful withdrawals before verification was required, and since then it has been dragging on for no apparent reason.
I would like to ask for your help.
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1 month 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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1 month ago
Hello,
Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with Westace (Westace.com).
Please allow me to ask you a few questions so I can better understand the situation.
- Could you please advise how long you were a player at the casino and when exactly your payouts were blocked?
- What games did you play to accumulate your current balance in the casino? (slots, live games, betting on sports)
- Did you achieve your current balance with the help of a bonus?
- Could you please share with me your communication with the casino regarding the issue? Send emails or chat transcripts to my email at tomas@casino.guru, or post screenshots here
I hope we will be able to help you resolve this issue as soon as possible. Thank you very much in advance for your reply.
Best regards,
Tomas
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1 month ago
TranslationI've been playing at Westace Casino since March 4th. My withdrawals were blocked on March 13th, and then I received a verification request.
I uploaded my ID and facial scan, as well as proof of address. My proof of address has not been accepted today. It's my bank statement, which meets all the stated criteria and has always been accepted by other casinos. They have rejected the document three times already without any apparent reason. The live chat support couldn't tell me why it was rejected, only that I would receive an email. Of course, I never received that email. That was a week ago.
I claimed the welcome bonus on my first deposit and used it to play and win at slot machines. I request clarification from Westace as to why my bank statement has been repeatedly rejected. There is no apparent reason to me what could be wrong with my document, and I suspect this is a delaying tactic.
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1 month ago
TranslationMy bank statement is still pending. For over three weeks, there has been no progress with my verification, and neither the live chat nor email support has been of any use. I want to finally receive my money. The casino isn't taking any steps to complete the verification process on its own.
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1 month ago
Hello Luke2000,
We would like to update you that due to Tomas, your designated resolver, being on vacation, we have opted to extend the timeline by an additional 7 days. Since Tomas has an in-depth understanding of your situation and maintains direct communication with the casino, we find this extension justified. Your patience is sincerely appreciated, and I assure you that Tomas will contact you at the earliest opportunity.
Thank you for your understanding and ongoing patience.
Best regards, Casino Guru
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1 month ago
TranslationUnfortunately, absolutely nothing is happening at Westace. My emails are now being completely ignored.
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1 month ago
TranslationCould you please contact the casino? I'm afraid they're deliberately ignoring me to avoid paying out.
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1 month ago
TranslationHello, I'd like to point out that every attempt to contact the casino is fruitless. Westace ignores all my emails and never replies.
My verification has made no progress whatsoever and is still pending after all these weeks and my attempts to resolve it with the casino. I would like to ask you to contact the casino on my behalf.
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1 month ago
Dear Luke2000,
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, Jana (jana.k@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,
Tomas
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4 weeks ago
Dear Luke2000,
My name is Jana and from now on, I will assist you with resolving your complaint. I am sorry to hear that your withdrawal has been delayed. I will contact the casino and try my best to resolve the issue as soon as possible.
Now I would like to invite WestAce Casino representative to join this conversation and participate in the resolution of this complaint.
Dear casino, could you please state the reason why the player's withdrawal has not yet been processed?
Thank you in advance for providing the information.
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3 weeks ago
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Nothing has happened yet. The casino has already downgraded my VIP level twice to lower my withdrawal limits. My verification should have been completed long ago after all this waiting, but I suspect they're deliberately trying to drag it out.
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3 weeks ago
TranslationUnfortunately, there has been no new development. My emails continue to be ignored.
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3 weeks ago
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.
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3 weeks ago
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They tell me to be more patient, that they're working on it. I've already been waiting for over a month for my verification to be completed, and there hasn't been a single update to my numerous emails and live chat inquiries.
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2 weeks ago
I have tried to contact the casino repeatedly but had no success. I'm afraid there is not much that can be achieved without cooperation from its side. Since the casino operates without a valid license and doesn't refer to any ADR service, there is no gaming authority to turn to.
I will mark the complaint as "unresolved" in our system. I understand this isn't a satisfactory solution to your issue. However, the decrease in the rating caused by unresolved complaints could help to change the casino's approach. If the casino decides to react, we will reopen the complaint and you will be notified by email.
I can only recommend you choose casinos by their reviews and ratings in the future to avoid situations like this. I am sorry we could not be of more help on this occasion.
Best regards,
Jana
