The player from Germany, a long-time user of WESTCASINO, had been unable to access their account for several weeks and was seeking a way to withdraw their funds. The issue was resolved when the player followed the casino's instructions and successfully received their balance of EUR 270.55 transferred to another account. The Complaints Team confirmed the resolution and marked the complaint as resolved, offering further assistance if needed.
WestCasino - Player's account is closed.
Amount: €250
WestCasino
Safety Index:HighSafety Index
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8.0
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Resolved
Our verdict
Case closed
RESOLVED
Case summary
2 months ago
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3 months ago
Translation
I have been playing at WESTCASINO for years and never had any problems!
For several weeks now, I haven't been able to access my account.
How can I get my money??
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2 months ago
Dear HeikePrinz,
Thank you very much for submitting your complaint. I’m really sorry to hear about your issue with West Casino. I’m afraid, I will need more information regarding your problem. Please could you elaborate? What information did you receive from the casino? I will be waiting for your reply patiently.
Best regards,
Nick
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2 months ago
Translation
Hello Nick
No, unfortunately I haven't received any information from the casino since 23.08
I also no longer receive offers by email - without any information I can no longer access their site
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2 months ago
Hello Nick & HeikePrinz,
Greetings from WestCasino!
Our casino is no longer accepting players from this jurisdiction, therefore we have enforced an IP-based block that restricts access to our service from this location starting with September 2nd, 2024.
As part of this block all affected players were informed by email of the change and advised of the options available to retrieve any remaining funds.
If you are unsure how to proceed, please contact our 24/7 customer support team by email - support@westcasino.com .
All the best,
Eduard
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2 months ago
Dear HeikePrinz,
Just to confirm, are you looking to withdraw your remaining balance from the casino? If so, could you please let me know your current real money balance?
I would recommend reaching out to the casino via the provided email address and following their instructions for processing the withdrawal. Please keep us updated on any progress.
Best regards,
Nick
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2 months ago
Translation
Hello
How do I contact customer service?
I have no data about it, I have often looked to see if his mail came but unfortunately found nothing
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2 months ago
Translation
Hello Nick
Yes, of course I would like that - I would be happy to do that via my email account.
But what is a real money balance?
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2 months ago
Hello Nick & HeikePrinz,
Thank you for your reply!
The amount currently due to the player is EUR 270.55.
Our customer support team can be contacted by email at support@westcasino.com .
All the best,
Eduard
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2 months ago
Translation
Hello westcasino
Unfortunately, I only get English speaking support from this
And they recommended that I answer in English and download Telegram, which I did, but I can't manage either English or Telegram - is it so complicated to transfer my money to me? The data should still be there
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2 months ago
Hello Nick & HeikePrinz,
Thank you for your reply!
The reply provided by our support team also has a courtesy translation in German. You can review it an choose which option suits you best.
All the best,
Eduard
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2 months ago
Hello HeikePrinz,
Have you reached out to them regarding the withdrawal of your remaining funds? If so, is there any update on the matter?
I look forward to your response.
Best regards,
Nick
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2 months ago
Translation
Hello Nick
Yes, of course I got that but for the answer with Telegram I can continue playing
And in English what I can not translate
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2 months ago
Translation
Hello Nick
I can't get any further, I get info emails from westcasino but I still haven't received a response to my withdrawal request
What else can I do to get my money???
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2 months ago
Hello Nick & HeikePrinz,
Please check the email that our team has sent and follow the steps provided, based on your preference.
All the best,
Eduard
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2 months ago
Hello HeikePrinz,
Please follow the casino's instruction from the e-mail to retrieve your remaining funds.
Keep us updated or let us know in case of any further issues.
Looking forward to hearing from you.
Regards,
Nick
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2 months ago
Translation
HLlo Nick
I did that but nothing else happened
Was Yesterday
Maybe it just takes forever
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2 months ago
Hello Nick & HeikePrinz,
Can you please clarify?
From what I see you haven't responded to any of the emails sent to you by our team.
All the best,
Eduard
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2 months ago
Translation
Send me an email that says something other than creating an account - because I also sent the account details of the new casino and new email address
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2 months ago
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What is this actually, is it a waste of time, dear West Casino?
Because actually my account details are known, because I always paid through it!!!
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2 months ago
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And now Telegram again???
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2 months ago
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And sent another email
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2 months ago
Hello Nick & HeikePrinz,
From what I see you received the emails that explained what the options are.
Please follow the steps there and once you are done simply inform our support team to transfer your balance.
All the best,
Eduard
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2 months ago
Translation
woooohooo
Hello Nick
Today I received my credit from Westcasino at "betmaximus" in my account!
Thank you very much for the help because without CASINO GURU I would not have got it
Greetings from Saarland
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2 months ago
Dear HeikePrinz,
I’m really pleased to hear that your issue has been resolved. I'll go ahead and mark your complaint as 'resolved' in our system. Thank you for confirming the outcome. If you ever face any challenges with this or any other casino in the future, please don’t hesitate to reach out to our Complaint Resolution Center. We’re always here for you.
As you know, our services are completely free, and we don’t accept any gratuities. But if you could spare a moment to share your experience with our services on Trustpilot, it would mean a lot to me. Here’s the link: https://www.trustpilot.com/evaluate/casino.guru. Your honest review and any suggestions for how we can improve would be incredibly valuable, not just for us, but also for others who might need help with online casino-related issues.
Thank you so much for your time.
Best regards,
Casino.Guru
