WestAce Casino - Player's payout is delayed and blocked.

Hallo, leider hat Westace meine Auszahlung blockiert.

Ich habe schon mehrfach mit Livechat geschrieben, diese haben mir versichert, dass sich die Fachabteilung per Mail meldet, dies ist jedoch nicht geschehen.

Ich habe 2 Wochen auf die Auszahlung gewartet und nun ist die Auszahlung gesperrt.

Ich würde mich sehr freuen wenn Sie mir helfen können.

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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

Guten Tag,

• leider haben wir noch keine erfolgreiche Auszahlung vorgenommen.
• Wir wurden noch nicht zu einer Vifizierung aufgefordert
• Es wurden unteranderem Gewinne mit Boni gewonnen.

Aber da wir noch nicht zur Verifizierzung aufgefordert wurden, können wir leider nichts tuen.

Vielen Dank für ihre Hilfe!

Beste Grüße

Honk

Thank you for your reply and for providing the previous details, Honk555.

• Could you please clarify the exact date when you requested the withdrawal?
• Which payment method did you choose for the withdrawal of your winnings? Was it the same method you used for the deposit?
• Could you also update us on the current status of your withdrawal request? Is it marked as pending or processed in your casino account? If possible, please upload a screenshot of your withdrawal history directly to this thread.
• Additionally, could you provide any further communication you had with the casino? This may include screenshots, emails, or chat records. You can send all documents to: petra.h@casino.guru, or post your screenshots directly in this thread.

Thank you again for your cooperation.

Dear Honk555,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

We regret to inform you that, due to the lack of response from the player to our messages, inquiries, and reminder, we are unable to proceed with further investigation or provide potential solutions at this time. As a result, we must close this complaint for the moment.
However, please note that the player retains the option to reopen this complaint at any time in the future should they choose to resume communication. We remain open and ready to assist in resolving the matter should the player decide to reach out again.

Thank you for your understanding.

Best regards,
Petra
Casino.Guru

We’ve reopened this complaint at the request of Honk555. We would like to give this case one more chance to be resolved and help both parties reach a satisfactory conclusion.

Dear Honk555,

We have decided to reopen your complaint based on the documents and clarification you provided via email.

• Could you please provide more details regarding this case and respond to my previous questions in this thread?
• I would also like to ask whether you received any notification or communication regarding the rejected verification document.

Thank you for your cooperation.

Guten Tag, mein Konto wurde soeben verifiziert. Vielen Dank für die Unterstützung in diesem Fall!

Dear Honk555,

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,

Petra

Casino.Guru