The player from Germany faces a blocked payout from Westace and has reached out via live chat multiple times without receiving a follow-up email from the relevant department. After waiting two weeks for the payout, he seeks assistance.
WestAce Casino - Player's payout is delayed and blocked.
Opened
Current status
Waiting for player to reply
5d 20h 54m 58s
WestAce Casino
Safety Index:Below averageCase summary
Discussion
Public
Public
4 days ago
Translation
Hello, unfortunately Westace has blocked my payout.
I have contacted them via live chat several times, and they assured me that the relevant department would get in touch by email, but this has not happened.
I waited two weeks for the payout and now the payout is blocked.
I would be very grateful if you could help me.
Automatic translation:
Public
Public
yesterday
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.
Public
Public
yesterday
Dear Honk555,
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 fully understand the situation.
- Have you made any successful withdrawals before?
- Could you please confirm that you have passed the KYC verification?
- Have you accumulated your winnings with or without an active bonus?
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
Petra
