MrWest Casino - Pelaajan kotiutus on viivästynyt.

Hello dear Casino Guru Team!

I received an email from the casino on December 5th confirming that my account was verified. I then requested a withdrawal.

Unfortunately, I still haven't received a response from the casino.

I've already contacted customer service, and they said they're currently experiencing a high volume of inquiries, which can cause delays. They advised me to simply wait a little longer.

Afterwards, I checked the terms and conditions again and also uploaded a document regarding the origin of the funds to the casino. I thought that might be helpful, given the withdrawal amount. But so far, nothing has happened. 🥺

Therefore, I would like to ask for your help in order to hopefully reach a good conclusion.

Best regards

Hallo liebes Casino Guru Team!

Ich habe am 5. Dezember eine E-Mail vom Casino bekommen, dass mein Konto verifiziert ist. Daraufhin habe ich die Auszahlung beantragt.

Leider habe ich bis heute noch keine Antwort vom Casino erhalten.

Mit dem Kundenservice habe ich auch schon geschrieben, dort sagten sie, dass es zur Zeit viele Anfragen gibt und es dadurch auch mal länger dauern kann. Ich solle einfach noch etwas warten.

Im  Nachhinein habe ich nochmal in den AGB's geschaut und zusätzlich noch ein Dokument zur Herkunft der Gelder im Casino hochgeladen. Ich dachte in Anbetracht der Auszahlungssumme, sei dass vielleicht hilfreich. Doch bis jetzt hat sich noch nichts getan. 🥺

Deswegen möchte ich Eure Hilfe in Anspruch nehmen, um hoffentlich zu einem guten Ende zu kommen.

Liebe Grüße

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.

• Have you made any successful withdrawals from this casino before?
• What types of games did you play to accumulate your winnings?
• Did you play with or without a bonus?
• Have you received any responses from the casino regarding the source of funds you uploaded to your account?
• When was the last time the casino communicated with you, and what did they write to you?

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

Due to the increased volume of complaints during this time of year, we kindly request your patience while awaiting our responses. We aim to publish each complaint within 72 hours of submission, but reserve up to 7 days to reply to any subsequent comments. Additionally, please be aware that it might take a bit longer for your complaint to be assigned to a resolver, as we are currently managing over 1,000 complaints. Your understanding is greatly appreciated. Wishing you a delightful holiday season, and we will get back to you as soon as possible.

Hello Veronika!

I just saw in my account that my withdrawal status has changed from "pending" to "successful". The money isn't in my account yet, but it shouldn't be too long now... if everything goes smoothly. 🙂

If that's not the case, I'll get back to you anyway. I'll also let you know when the money has arrived in my account.

Until then...

Best regards

Hallo Veronika!

Ich habe gerade in meinem Konto gesehen, dass meine Auszahlung von "ausstehend" auf "erfolgreich" gesetzt wurde. Auf meinem Konto ist das Geld zwar noch nicht, aber das sollte ja nicht mehr sehr lange dauern... wenn alles glatt läuft. 🙂

Sollte das nicht der Fall sein, melde ich mich sowieso wieder. Ich lass Dich aber auch wissen, wenn das Geld auf meinem Konto eingegangen ist.

Bis dahin...

Liebe Grüße

Thank you for letting me know. Have you received your winnings in the meantime, or are you still waiting?

Hello Veronika!

No, nothing has arrived yet. But I'm still "relaxed" this week, since there were a few holidays in between. 😅

I'll get back to you by next week at the latest; whether with good or bad news, we'll see. 🙂

Until then...

Best regards

Nicole

Hallo Veronika!

Nein, bis jetzt ist noch nichts angekommen. Aber diese Woche bin ich noch "entspannt ", waren ja ein paar Feiertage dazwischen. 😅

Ich melde mich spätestens nächste Woche, ob mit positiver oder negativer Nachricht, werden wir sehen. 🙂

Bis dahin...

Liebe Grüße

Nicole

Hello Nicole and Veronika,

I have reviewed the player’s account and can confirm that the withdrawal was successfully processed and paid on December 30, 2025.

Please note that depending on the player’s bank, the funds may reflect in the account within a few hours, or it may take up to 3–5 business days to appear.

Should you require any further clarification or assistance, please do not hesitate to contact us.

Kind regards,

Eva Stone

Head of Customer Experience

Dear MrWest Casino representative,

Thank you for reaching out to us and providing more information regarding the player's withdrawal request.

Dear wanda.73,

Could you please let me know if you received your winnings in the meantime, now that the holidays are over?

Hello Veronika!

No, unfortunately nothing has arrived yet.

I just received an email saying my bank reversed the withdrawal because my account is supposedly currently blocked. That's not true, there's nothing wrong with my account!

I will call my bank tomorrow and ask why the money was reversed, and I am very curious to hear what reason my bank will give me.

Now I obviously have to reapply for the payout, so it will be an even longer process.

It's a shame that the casino engages in such business practices.

But I'll keep at it!

Best regards

Nicole

Hallo Veronika!

Nein, bisher ist leider noch nichts angekommen.

Gerade habe ich eine E-Mail bekommen, dass meine Bank die Auszahlung zurück gebucht hat, da mein Konto zur Zeit angeblich gesperrt ist. Das stimmt nicht, mit meinem Konto ist alles in Ordnung!

Ich werde morgen meine Bank anrufen und fragen, warum das Geld zurück gebucht wurde und ich bin sehr gespannt, welchen Grund meine Bank mir nennt.

Jetzt muss ich die Auszahlung natürlich neu beantragen, es wird also ein noch länger andauernder Prozess.

Schade, dass das Casino solche Geschäftspraktiken an den Tag legt.

Aber ich bleibe dran!

Liebe Grüße

Nicole

Hello Veronika!

I just spoke with my bank. They received NO deposit from the casino that was rejected and returned.

That's a really low blow, I'm furious. I waited patiently the whole time, I was understanding when things took longer, and then I was treated so badly!? That's just unacceptable!

I will now request the payout again.

You'll definitely hear from me again!

Regards, Nicole

Hallo Veronika!

Gerade habe ich mit meiner Bank gesprochen. Dort ist KEINE Einzahlung vom Casino eingegangen, die abgelehnt und zurück gebucht wurde.

Ganz miese Nummer, ich bin echt sauer. Die ganze Zeit warte ich geduldig, ich zeige Verständnis wenn es mal länger dauert und dann wird man noch so mies behandelt!? Das ist das allerletzte!

Ich werde die Auszahlung jetzt wieder beantragen.

Du hörst ganz sicher wieder von mir!

Gruß Nicole

Hello Veronika

I have some new news, but it's not good news.

I just learned from customer service that I need to specify a different bank account for the payout, otherwise there will be further problems.

But I only have this one account!

And simply opening a new account, as the customer service representative suggested, can't be the solution (for a one-off transaction). And it's definitely not possible for me! I don't know how the casino expects that to work!

I'm slowly getting desperate... I was so happy about the win... and now nothing but trouble 😩

What should I do?

Best regards, Nicole

Hallo Veronika

Ich habe neue aber keine guten Nachrichten.

Gerade erfuhr ich vom Kundendienst , dass ich ein anderes Bankkonto für die Auszahlung angeben muss, sonst wird es weiter Probleme geben.

Ich habe aber nur dieses eine Konto!

Und einfach ein neues Konto öffnen, so wie die Dame vom Kundendienst meinte, kann ja nicht Sinn der Sache sein (für eine einmalige Transaktion). Und ist für mich definitiv auch nicht möglich! Ich weiß nicht, wie das Casino sich dass vorstellt!?

So langsam verzweifele ich... ich habe mich so über den Gewinn gefreut... und jetzt nur Ärger 😩

Was soll ich machen?

LG Nicole

Hello Nicole and Veronika,

Thank you for bringing this matter to our attention. I am sorry for the inconvenience this situation has caused.

Our records confirm that the payout was requested to an account held with an e-money institution (PayCenter) rather than a traditional bank. While our payments team successfully processed and sent the funds, the transaction was subsequently returned by the receiving institution with the following error message: "Beneficiary bank account is blocked."

Unfortunately, as the funds were rejected by PayCenter, we are unable to reprocess the payout to the same account. To proceed, you will need to submit a new payout request to an alternative account, ideally one held with a traditional commercial bank to avoid further issues.

Should you require any assistance with updating your payment details or have further questions, please do not hesitate to contact us. We are here to help ensure this matter is resolved as smoothly as possible.

Kind regards,

Eva Stone

Head of Customer Experience

I would like to thank both parties for their cooperation in resolving this complaint.

Dear wanda.73,

Do you have a regular account with a commercial bank? If not, have you contacted the casino’s customer support to ask if any alternative payment methods are available for your withdrawal? Please note that you might be asked to make a small deposit to verify a new payment method if one is offered.

Hello Veronika!

I don't have a "regular" bank account because I received a negative entry in my Schufa credit report due to debts incurred by my ex-husband. With such an entry, I won't be able to open an account with a "regular" bank here in Germany, as a credit check is performed before every account opening. Because of this, it's impossible for me to open a "regular" account, as every bank rejects my application.

I contacted the casino's customer service to ask about other withdrawal options. Their response was that there were no other possibilities.

So, what now?

Best regards

Nicole

Hallo Veronika!

Ich habe kein "reguläres" Konto, weil ich durch Schulden meines Ex-Ehemanns einen negativen Schufa-Eintrag bekommen habe. Mit so einem Eintrag, werde ich hier in Deutschland kein Konto bei einer "regulären" Bank eröffnen können, da bei jeder Kontoeröffnung vorher eine Bonitätsprüfung vorgenommen wird. Aufgrund dessen ist es mir nicht möglich ein "reguläres" Konto zu eröffnen, weil es jede Bank ablehnt.

Beim Kundenservice vom Casino habe ich nach anderen Auszahlungsmöglichkeiten gefragt. Die Antwort dort war, dass es keine andere Möglichkeit gäbe.

So, und nun?

Viele Grüße

Nicole

Hello Nicole and Veronika,

Thank you for reaching out. I’m sorry to hear about the difficulties you’re experiencing, and I understand how frustrating this situation must be.

At present, the only alternative withdrawal method available is via cryptocurrency. Please note that to use this option, a deposit of at least EUR 40 must first be made using the same method, and the amount must be wagered at least once before a withdrawal can be processed. Additionally, crypto withdrawals are currently subject to longer processing times compared to standard bank transfers.

As a more stable long-term solution, I would recommend exploring the possibility of opening a bank account with a provider that may better accommodate your circumstances. After consulting with our Finance team, we can confirm that we have had positive experiences with digital banks such as N26 and Revolut. Please be aware that payments can only be processed to a local IBAN and not to a Lithuanian IBAN.

If you need any clarification or further assistance, please don’t hesitate to let me know. I’ll be happy to help.

Kind regards,

Eva Stone

Head of Customer Experience

Dear wanda.73,

Would you like to proceed with crypto payment, or are you willing to create a Revolut or N26 account? Please let me know.

Hello Veronika!

I'd like to find out more about how cryptocurrency works. I have absolutely no idea about it and want to see which option is better.

I will get back to you soon and let you know my decision.

Hallo Veronika!

Ich möchte mich gern erst informieren, wie dass mit Kryptowährung funktioniert. Da habe ich absolut keine Ahnung und möchte schauen, welches die bessere Option ist.

Ich werde mich zeitnah melden und Dir mitteilen, wie ich mich entschieden habe.

Thank you for the information. Have you received any suggestions from the casino customer support regarding the most suitable method in the meantime?

Hello Nicole and Veronika,

The player hasn't initiated any new withdrawal request or contacted us for assistance, since my last reply here.

Kind regards,

Eva Stone

Head of Customer Experience

Dear wanda.73,

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.

Hello Veronika!

I have chosen the "Jetonbank" method. I will register there and then request another withdrawal.

Of course, only after everything has been checked and re-verified by the casino.

Best regards

Nicole

Hallo Veronika!

Ich habe mich für die Methode "Jetonbank" entschieden. Dort werde ich mich anmelden und anschließend erneut eine Auszahlung beantragen.

Natürlich erst, nachdem vom Casino alles überprüft und neu verifiziert wurde.

Beste Grüße

Nicole

Hello Nicole and Veronika,

Please note that, based on the applicable regional restrictions, the currently available withdrawal methods are limited to the following options:

• Bank transfer, available only to a bank account opened in the same country of residence;
• Cryptocurrency.

Kindly be advised that withdrawals to Jeton are not supported at this time.

Should you require further assistance or clarification regarding the available options, please feel free to contact our support team.

Kind regards,

Eva Stone

Head of Customer Experience

Oh man, I can't believe it!

Why is "Token" shown as a withdrawal method then? 😠

Then crypto it is.

Ooh maaan, ich glaub es ja nicht!

Warum wird mir dann Jeton als Auszahlungsmethode angezeigt? 😠

Dann halt Krypto.

Hello wanda.73,

We would like to update you that due to Veronika, your designated resolver, being on vacation, we have opted to extend the timeline by an additional 7 days. Since Veronika has an in-depth understanding of your situation and maintains direct communication with the casino, we find this extension justified. Your patience is sincerely appreciated, and I assure you that Veronika will contact you at the earliest opportunity.

Thank you for your understanding and ongoing patience.

Best regards, Casino Guru

Dear wanda.73,

Have you received your winnings in the meantime, or are you still experiencing difficulties? Please keep me updated.

Dear wanda.73,

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,
Veronika
Casino.Guru