The player from Germany requested a withdrawal from Westcasino, but despite being previously verified, they were asked to re-verify their identity. After providing the requested documents, the withdrawal has been delayed for 14 days, far longer than the player expected.
WestCasino - Player facing withdrawal delay at Westcasino.
Amount: €700
WestCasino
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Resolved
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RESOLVED
Case summary
1 year ago
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1 year ago
Translation
I'm at my wit's end and I simply cannot understand this situation.
I would be very grateful if you could lend me your assistance.
Indeed, I remembered why I haven't deposited into Westcasino in such a long time - but "unfortunately", this realization came a week after I ecstatically requested a withdrawal.
I received an email from the Westcasino.com finance department asking me to complete a verification process, despite being assured in a live chat on the day of my withdrawal request that it wouldn't take long since I was already verified and had requested a withdrawal about 1.5 years ago.
Without any fuss, I uploaded all the required documents again as requested.
The confirmation email I received that I was once again verified was great, but didn't do me any good.
Now, it's been 14 days since my initial withdrawal request and I simply find it OUTRAGEOUS!
How is it that Westcasino can keep people waiting for weeks when most other casinos these days are able to process withdrawals within a few hours or at most 1-2 days?
The business idea behind this is simple but ingenious. If a player actually manages to request a withdrawal of their winnings, they are kept waiting until they either try again or, in total frustration, gamble their winnings away.
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1 year ago
Hello emailschmaeck,
Thank you very much for submitting your complaint and I'm really sorry to hear about your issue with WestCasino Casino. Please allow me to ask you a few more question before we would move forward.
Could you please advise since when exactly is the verification process ongoing? Which documents have been already approved and which ones not? When was the last time you spoke to the casino and what was it about?
Please note that the verification process may take up to 14 days after sending in all the requested documents.
Looking forward to your answer.
Regards,
Nick
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1 year ago
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I've been verified at Westcasino since 11/23/2020 and have already had 2 payouts.
Nevertheless, on August 7th, 2023 I was again asked to verify myself completely. which I did immediately.
As a result, the confirmation of my verification came on August 8th, 2023.
Nothing has happened since then except that I contacted support and asked why the payout is still not being processed. Finally, I announced to the casino that I would not put up with this and that they could close my account after completing the payout.
I hope to have answered your questions satisfactorily and am at your disposal for further questions at any time.
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1 year ago
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The payment has just been credited to my account. Many thanks for your help.
Not enough players can stand up for their rights. Even if it involves some work. If nobody does anything then nothing happens. We are all human and make mistakes here and there.
Thank you again! 🙂
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1 year ago
Hello Juergen,
Greetings from WestCasino!
From what I see your requested the payment on August 11 and it was processed by the casino on August 15, which is well within our standard processing time of 5 business days.
Kindly note that account verification isn't permanent and you are required to keep all your account information accurate and updated. This means that the Finance team may request updated documents if the information on file is outdated.
All the best,
Eduard
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1 year ago
Translation
On August 1st, 2023 I applied for the first and actual payout and in the live chat I was told everything is okay and it will be quick. Then nothing happened until the verification prompt. Then after the verification nothing happened again until suddenly the payout should no longer be divided into 2 partial payouts and I had to request the payout again.
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1 year ago
Dear emailschmaeck,
I'm glad to hear that your issue has been resolved successfully. I will now mark the complaint as 'resolved' in our system.
Thank you for your cooperation, and please do not hesitate to contact our Complaint Resolution Center if you run into any issues with this or any other casino in the future. We are here to help.
Best regards,
Casino.Guru
