The player from North Rhine-Westphalia, Germany found that she could no longer access her Westcasino account and suspected that a recent change in law might have restricted access for German players. Despite having funds in the account, she was unable to retrieve them and did not receive a response from the casino to her inquiry. After our intervention, it was clarified by the casino that there were no restrictions on their end, and the player confirmed that the technical issue was resolved by the casino's technical department, allowing her to access her account and place bets again. The complaint was marked as resolved.
WestCasino - Player’s account has been restricted without notice.
Amount: €600
WestCasino
Safety Index:HighSafety Index
In line with our review methodology, we calculated the casino’s Safety Index based on more than 20 factors, including its financials, fairness of T&Cs, player complaints, and more. The higher the Safety Index, the more likely you are to receive your winnings without issues.
8.0
WestCasino has a Safety Index of 8, which makes it a safe casino suitable for most players. Explore this casino’s Safety Index
Resolved
Our verdict
Case closed
RESOLVED
Case summary
5 months ago
Public
Public
5 months ago
Translation
Good day
I have had an account with Westcasino for some time now and live in Germany
Since today the laws must have changed for German players the cas8no (Westcasino) is probably forbidden
My problem is that I have not been informed and since today I have not been able to access my account, although I still have money on it that I would like to have back
Now I don't know how to proceed, can you help me?
I have already written an email to the casino but still no response and no access to my account.
Kind regards, Marcelline ****
Edited by a Casino Guru admin
Automatic translation:
Public
Public
5 months ago
Dear Mavie,
Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with WestCasino.
Please allow me to ask you a few questions, so I can better understand the situation.
- How did you learn your account has been blocked? Could you please provide a screenshot of the situation?
- When have you created an account in the casino and when have you deposited?
- Have you entered your country of residence in your casino profile?
- Could you please share your communication with the casino? Send emails or chat transcripts to my email at tomas@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,
Tomas
Public
Public
5 months ago
Translation
Hello Thomas, since yesterday I can no longer access my account. I have been registered with Westcasino for about a year and yes I have given my place of residence and state and was also verified. Deposits and withdrawals were without problems and always worked well but now access for German players has been restricted for a few days but previously German players were allowed and now suddenly they are no longer allowed. I can no longer access my account but I still have credit which I would like to have back. Thanks in advance dear Thomas
Automatic translation:
Public
Public
5 months ago
Hello Mavie & Tomas,
Greetings from WestCasino!
I reviewed your account and can see that you logged in both yesterday and today without any issues.
If you need further assistance please feel free to reach out to our 24/7 Live Chat support for quicker resolution.
All the best,
Eduard
Public
Public
5 months ago
Translation
Hello, as I said the site doesn't work and Casino Guru also says that no German players are accepted. Maybe that has something to do with the fact that I'm from Germany. Kind regards
Automatic translation:
Public
Public
5 months ago
Thanks for the detailed explanation, Mavie.
Dear Eduard WestCasino,
please let us know regarding the issues regarding Mavie''s trouble accessing their account currently and what steps should be taken for Mavie to cash out their deposited funds and/or winnings.
Mavie,
let us know if there is any update regarding the situation.
Public
Public
5 months ago
Hello Tomas,
Thank you for your reply!
There is nothing on our end preventing the player from accessing the casino.
Since this complaint has been filed the player has logged in and used her account multiple times.
All the best,
Eduard
Public
Public
5 months ago
Translation
Hello, good day, the problem has been solved, I have access to the account again, the technical department of westcasino took 4 days to solve the problem, at first I had no access and after I had access to the account I couldn't place any bets for days but now everything is working fine again. Thanks again Thomas and thank you that westcasino has responded here and the problem has been solved. Kind regards
Automatic translation:
Public
Public
5 months ago
Hello Mavie,
Thank you for your reply!
There was nothing changed on our end.
Most probably this was caused due to issues from your internet service provider.
All the best,
Eduard
Public
Public
5 months ago
Dear Mavie,
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 and WestCasino for your cooperation.
Please do not hesitate to contact our Complaint Resolution Center if you run into issues with any online casino in the future. We are here to help.
Best regards,
Tomas
Casino.Guru
