The player from Portugal has experienced her withdrawals being blocked for two weeks without warning, despite having successfully completed previous withdrawals and having her account verified. She continues to resend required documents but is met with delayed responses and repeated requests for the same information.
WestAce Casino - Player's withdrawal is delayed due to blocked funds.
Opened
Current status
Waiting for player to reply
4d 19h 20m 3s
WestAce Casino
Safety Index 3.1 Very lowCase summary
Discussion
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1 week ago
Translation
Good evening,
After 2 successful withdrawals from this house and playing sports betting and casino I had my withdrawals blocked without warning on April 7th.
Since then I have sent the requested documents three times and the replies take weeks. Now they're asking for the same documents again. The account was already verified on that date
Automatic translation:
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1 week ago
Important notice:
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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 week ago
Dear Mary412,
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.
- Do I understand correctly that you still have access to your account and only withdrawals are blocked?
- Have you accumulated your winnings with or without an active bonus?
- Could you please 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.
I hope we will be able to help you resolve this issue. Thank you very much in advance for your reply.
Best regards,
Jean
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yesterday
Thank you very much for your reply, Mary412.
Could you please let me know when the casino asked for documents for verification?
Which documents were you asked to provide and which documents you have already provided? When exactly you sent the last one?
Could you please forward all relevant correspondence between you and the casino to jean.s@casino.guru?
Please also attach screenshots of your verification page and make sure that the image are big enough. The images in your previous message is too small.
I understand this may take time, so I appreciate your assistance.
