WestCasino - Player experiences withdrawal issues due to required document.

I can't withdraw my money, because they ask me for a proof of payment document, that is impossible to send.

I made the deposits to the casino through rapid transfer. They want a Skrill document from the time i deposited, and i have sent it because they asked for it, but the statement i sent doesn't show the deposits, because its made through the rapid transfer, and not as a skrill payment.

I can see the deposits i made on the casino on the given day in my bank statement.

3.9.2024 is the day i deposited to the casino and i made two deposits. The first one was 50€ and the second one was 100€ and you can see the deposits on the bank statement i put here.

Dear paterson,

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 understand the whole situation completely. 

Have you informed the casino that you haven't deposited with Skrill?

Do you intend to withdraw your funds through Skrill, or why do they need your Skrill statement?

Could you please share your communication with the casino regarding the withdrawal? Send emails or chat transcripts to my email at dominika.l@casino.guru, or post screenshots here.

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

Best regards,

Dominika

Hello Dominika & paterson,

Greetings from WestCasino!

I have checked the matter and the player is required to provide a Skrill account statement showing the deposits he made to our casino on September 03, 2024 (one deposit of EUR 50 and one deposit of EUR 100).

The transactions are made using a Skrill account, so they will show up on the Skrill account statement.

The player only sent a statement that goes until August 23, 2024.

We kindly ask the player to settle the matter today, provide the missing document and request the withdrawal. We have been instructed by the MGA to cease processing payments effective of this weekend.

All the best,

Eduard

Hi, I still made the deposits with rapid transfer and not with skrill.

The statement I sent only shows until August 23, 2024 because of that, because after that I haven't used skrill for payments but its internal rapid transfer.

Rapid transfer works as a direct payment within Skrill, and those payments are not registered on Skrill's account statement

Here is all the evidence attached.

a picture of the Skrill account statement from the time you requested, which does not show the payment I made because I did not make it through Skrill.

a picture of my bank payments, which shows the payments I made to the casino.

Hello Dominika & paterson,

Thank you for your reply!

I'll ask our Finance team to confirm this with Skrill. In the meantime please place the withdrawal request from your casino account. You will be able to withdraw the entire amount in two separate transactions.

All the best,

Eduard

There is no withdrawal method that accepts the payment.

Hello Dominika & paterson,

For your region the only withdrawal method available currently is Crypto.

You will be able to withdraw the funds using which coin you prefer from the available list.

All the best,

Eduard

Isn't it possible to get the money using the same method as the deposit? And if it is not possible, is a direct account transfer possible?

Hello Dominika & paterson,

Unfortunately not, at this point the only way to withdraw available for your region is Crypto.

All the best,

Eduard

Why is it not possible, how can you force me to create a crypto account so that I can withdraw money from the casino?

Hello Dominika & paterson,

This is the withdrawal method available for your region at the moment.

Since you claim that the deposits were made with RapidTransfer you wouldn't have been able to withdraw using this method as it's not available for withdrawals..

Please keep in mind that the withdrawal requests need to be placed today so that we can still process them until the payments are ceased.

All the best,

Eduard

I have deposited in euros, so I also require a withdrawal in euros. Is it not possible to withdraw to my Skrill account?

Hello Dominika & paterson,

There is no other option for withdrawal, for your region, at this moment. You can only use Crypto to withdraw.

Skrill wouldn't have been available for you either way, as it only works for players that previously deposited using Skrill.

All the best,

Eduard

Okay, but on what grounds can you insist on using a different currency for withdrawal?

I don't have any experience with cryptocurrency, I don't know if I would have time to open such an account even during the day.

Is this legal?

Hello Dominika & paterson,

This is the only option available for withdrawal for your region.

Please request the withdrawal in the next hours, as we will not be able to process payments once the business day is concluded today.

All the best,

Eduard

I requested a withdrawal right after your message, now I checked the status of my withdrawal on the casino page and it was canceled, the live chat said that MGA asked to stop making payments.

How can you say this and not keep your word?

Hello Dominika & paterson,

Unfortunately you tried to request the withdrawal after we have stopped processing payments, therefore your request couldn't be placed.

At this moment we don't have any further updates regarding what will happen to the remaining player balance. We will inform each individual case accordingly once we get further instructions from the MGA.

Keep in mind that this process may take several weeks as we were not provided any additional instructions other than to cease processing payments.

All the best,

Eduard

Thank you very much, paterson, for providing the necessary information. I will now transfer your complaint to my colleague Natalia (natalia.b@casino.guru) who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.

Dear Paterson,

I will be assisting you with your issue from now on.

Dear WestCasino,

Please inform us as soon as you have any new instructions regarding the payout of the remaining funds to players. Paterson should be eligible to receive the full amount, despite the cessation of your business, and I hope you find a solution soon.

Hello Dominika & paterson,

We have been contacting the player to complete the verification and withdraw the funds for almost two months now.

We will of course provide the information to the player once we receive further instructions from the MGA.

All the best,

Eduard

Yeah, you made it really unclear for two months what I really need to send to confirm the profile at the end, I also sent the payments that appeared on my account to the casino almost a month ago but you rejected it. And you also didn't clarify the matter regarding the rapid transfer from Skrill's side then, only now when I contacted the casino guru. I chatted with the live chat people at least 10 times and I never got the help I needed from them.

Hello Dominika & paterson,

I am sorry to see that you feel this way.

From what I see you haven't actually responded to any of the inquiries from our Finance team, which could have resolved the matter easily for you.

All the best,

Eduard

Hello Dominika & paterson,

I kindly ask the player to contact our finance team - using the address finance@westcasino.com, so he can receive further instructions related to this balance.

All the best,

Eduard

Dear paterson, please let us know if you have contacted the finance team at finance@westcasino.com and received any new instructions for withdrawing the remaining funds, as stated by the casino representative.

I have contacted and was instructed to contact mga via some ticket, I have put a request to them for my remaining funds.

Hello Dominika & paterson,

Glad to hear that you received the instructions.

All the best,

Eduard

Dear paterson, please let us know if you have received any response from the MGA, respectively, if you were asked to submit any official complaint with this licensing authority.

I haven't received any response from mga yet.

Dear paterson,

Since you have reached out to the licensing authority regarding your issue, we will also wait for their decision. For now, I will close this complaint, but it will automatically reopen in three months. You will receive an email notification about this. When the complaint reopens, we will request an update on your ongoing dispute with MGA. However, I hope you receive updates from them sooner than expected. Please feel free to email me at natalia.b@casino.guru if you have any news or any developments in your case. I will adjust the status of your complaint along with the licensing authority’s decision.

Thank you for your understanding, and happy holidays!

Regards,

Natalia

Dear paterson,
We hope this finds you well. We would like to ask you to provide an update regarding this case, which was previously marked as "Waiting for Regulator" on our website. Your complaint has now been automatically reopened, and we are eager to know if there have been any recent developments or resolutions since our last communication.
If the ADR or the Licensing Authority has resolved things in your favor, please update the thread and send over the official statement to my email. Alternatively, if the ruling favored the casino, your insights are just as crucial.
We understand that some time has passed, but updating your complaint will allow us to take appropriate action, such as issuing black points to the casino in case the ruling is in your favor or warning other players and users about instances where the authority supports the operator.
We truly appreciate your cooperation, and your response would be of great assistance to us.
Thank you in advance for your reply.

Hi, I have never received any response from MGA regarding this matter.

Thank you for the updates, paterson.

Dear WestCasino, have you received any requests or emails from MGA regarding the player's complaint?

Hello Natalia,

Our casino is currently completely closed.

In order to retrieve the funds the player needs to follow the steps that were provided to him by email. The funds are in the possession of the MGA and they are the only ones that can assist the player further.

All the best,

Eduard

Dear paterson, I'm sorry for the late reply. Can you please forward me the email you sent to the MGA? Alternatively, if you submitted your request via their website, have you received any confirmation from them that your request was accepted for consideration? You can send the proof that you contacted the MGA to my email address at natalia.b@casino.guru or feel free to attach it here. Thank you.

they never even answered the email in the first place when i sent this way back, i could have continued updating them about the situation if they ever reached me back but i never got any contact from them.

Thank you for the screenshots, paterson. I understand this is quite an upsetting situation, but I recommend that you try to contact the MGA again if you haven't done so yet. Since the casino has been closed and the MGA has all the players' funds, it is necessary to contact them directly. Can you please send them a new message following the instructions you supposedly received from the casino?

Hello Natalia,

From what I see in the screenshots provided the player hasn't correctly stated his claim, which could result in the delayed response time.

In the screenshots the player complained about the verification process, which isn't the issue at hand.

The player should file the ticket clearly requesting the amount of EUR 2,332.25 - remaining player funds transferred to the MGA. For reference the player can simply attach the email received from our Finance team attesting the amount and instructions on how to file the ticket.

Also, based on similar cases a response time of several months should be expected depending on their workload.

All the best,

Eduard

Dear paterson,

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.

Unfortunately, the player has not responded to our messages and questions. Consequently, we are unable to investigate further and have no choice but to reject this complaint.

The player can reopen this complaint at any time.