The player from Germany has chosen a random country from the Registration form when opening an account. We rejected the complaint because the player didn't respond to our messages and questions.
WestCasino - Player has submitted incorrect personal data when registering.
Amount: €7,000
WestCasino
Safety Index:HighSafety Index
Casinos with a High Safety Index usually have a large number of visitors and a small number of unresolved complaints. Players can expect to play safely and be treated well in casinos with a High Safety Index.
Case closed
Our verdict
Player stopped responding
REJECTED
Case summary
2 years ago
Public
Public
2 years ago
Translation
Hello dear team.
I am currently on vacation in Italy. When registering I gave my address, for some inexplicable reason the country where I go on holiday (> Italy) was selected as the place where I live.
The casino now refuses to pay out.
Automatic translation:
Public
Public
2 years ago
Dear jannikfotografiert,
Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please understand that providing false personal data is absolutely prohibited in all online casinos. I would strongly recommend avoiding this kind of action in the future and making sure all the provided information is correct before start playing.
Do I understand correctly that your permanent residency is in Germany but inside your casino account you registered as a player from Italy?
If that's the case, I’m afraid we won’t be able to help you. Please let me know if there is any additional information that I have overlooked, but I’m afraid I will be forced to reject your complaint as unjustified. Thank you in advance for your reply and understanding.
Best regards,
Petronela
Public
Public
2 years ago
Translation
I most likely found the cause myself.
I live in Germany, I registered while on vacation without giving false information about the intention. The country was not adopted when specifying the address (residential address Germany), since the IP address runs on Italy (holiday destination).
Surely it must be possible to change this later if there is a justified reason?
Many Thanks
Mfg Jannik K****
Edited by a Casino Guru admin
Automatic translation:
Public
Public
2 years ago
Have you contacted customer support directly and explained the situation, please? Have you deposited any funds into your casino account already?
