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I have tried twice to withdraw these winnings. The first instance I waited more the maximum 5 business days their support team told me it would take and I’ve now waited two weeks and have been given the run around.

I am fully KYC verified and the support staff refuse to give me a reason as to why nothing is happening or even try to find a resolution. I would just like this resolved, I’ve never had an online casino behaviour in this manner and after reading some other complaints/reviews I’m beginning to think they won’t payout.

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Dear altf4,

Thank you very much for submitting your complaint. We are sorry to hear about the issue with your withdrawal and understand your concern. However, please bear in mind that it’s quite usual for withdrawals to take a couple of days or even weeks to get fully processed. This means that it may take some time before your money appears in your account. This delay may be caused by unfinished KYC verification or a high volume of withdrawal requests.
That’s why we advise players to be patient, cooperate fully with casino, and wait at least 14 days after requesting their withdrawals before submitting a complaint.

If your account has been successfully verified, your game history checked, your withdrawal approved by the casino, and you still haven't received your winnings by 14 days since requesting the withdrawal, we will intervene and do our best to help you.
Thank you in advance for your patience and understanding.

Best regards,
Complaints Resolution Center

Dear altf4,

I hope you are doing well. As the recommended time frame has now passed, could you kindly update us on whether your withdrawal has successfully been received or if there have been any new developments regarding your case? Thank you for your time, and I look forward to your response.

Hi Karla,

Unfortunately not. I’ve been contacting support everyday to no avail. They just dodge my questions with vague, deflective answers and the payment still says "pending".

Hi again,

Still nothing….. hoping not to go another week without any resolution.

Dear altf4, thank you for your response. Please allow me to ask you a few questions, so I can understand the whole situation completely.

• Have you made any successful withdrawals before?
• Could you please confirm that you have passed the KYC verification?
• Did you accumulate your winnings with or without an active bonus?
• Did you play casino games or bet on sports?
• Could you please share your communication with the casino regarding the delayed withdrawal? Send emails or chat transcripts to my email at karla.m@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.

Karla

Hi Karla,

• No, withdrawals previously
• Fully passed KYC
• No bonuses were used
• Casino games

Dear altf4,

Thank you for your cooperation and for providing all the necessary information. I truly appreciate the time and effort you’ve taken to share everything with us so far.

Your complaint will now move to the next stage of our process and be handled by your dedicated Resolver, Lucia, lucia.s@casino.guru. This is a standard step in our procedure, as the Resolver will take over communication with the casino directly and manage your case from this point onward.

No action is required from you right now. Your Resolver will reach out through this thread if any additional details are needed. You can rest assured that your case is in very capable hands.

I wish you the best of luck and hope your case will be resolved to your satisfaction soon.

Kind regards,

Karla Mayfly

Hello altf4,

My name is Lucia and I will be assisting you with your case. I hope that together we will come to a successful resolution of your issue.

I would like to request the presence of a representative from the casino in this conversation.

Dear MrWest Casino,

Could you possibly provide additional information regarding the issue and clarify the situation? I would also appreciate it if you provided us with any and all relevant evidence.

Thank you in advance.

Respectfully,

Lucia

We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.

Dear Jesse and Lucia,

Following a thorough review of the player’s account, I can confirm that the withdrawal request in question was successfully processed and paid out last week.

Please let me know if any further clarification or assistance is required regarding this matter.

Kind regards,

Eva Stone

Head of Customer Experience

MrWest Casino

Dear MrWest Casino representative,

thank you very much for the update. I will leave this complaint open until I receive confirmation from altf4 that all funds have been received.