WestAce Casino - Player's withdrawal is delayed and communication is blocked.

outstanding amount of €1200, which has been previously promised to me on multiple occasions via your customer support channels.

Despite repeated assurances in your chat system that this matter would be resolved, no payment has been made to date. Furthermore, I have made extensive efforts to contact you, including sending over 400 emails. These attempts have been ignored, and my email address appears to have been blocked. When I attempt to contact you using an alternative email address, I am instructed to use my original email, which you have made inaccessible.

This pattern of behavior is unacceptable and demonstrates a failure to act in good faith.

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.

Hello,

Thank you very much for submitting this complaint. I'm sorry to hear about the problem you're experiencing. Please allow me to ask you a few questions to clarify your situation.

• Could you please clarify whether you are waiting for a withdrawal of your winnings or a refund from the casino? If it is a refund of lost deposits, kindly specify the reason why the casino promised this refund.
• Have you passed the full KYC verification at this casino?
• Have you responded to the casino’s email from 29 April requesting that you complete your personal information?

I hope we will be able to help you resolve this issue as soon as possible. Thank you in advance for your reply.

Best regards

Veronika