The player from Germany had lost access to her Westcasino account, which had a balance of approximately €450. Despite being able to make deposits just two days prior, she could not request a withdrawal and had not received responses to her emails. She also wished to delete her account due to the casino's lack of a German license. The Complaints Team reviewed the situation and determined that the player had confirmed the transfer of her balance to a partner casino, which should have been completed as per her request. Consequently, the complaint was rejected because the complainant stopped responding to our attempts to gather more details.
WestCasino - Player's account is closed and unavailable.
Amount: €450
WestCasino
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Case closed
Our verdict
Player stopped responding
REJECTED
Case summary
1 month ago
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3 months ago
Translation
Hello,
I am a customer at Westcasino. I have a balance of approximately €450 there. Suddenly, I no longer have access to the casino. It is suddenly no longer available in Germany. However, deposits were still accepted just 2 days ago! Now I cannot request a withdrawal. I have sent several emails. Unfortunately, I have not received a response. I also want to have my account deleted. I have only just now realized that this casino does not have a German license. This was repeatedly confirmed to me in the chat, though. Essentially, I can claim back all my deposits. What can I do?
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3 months ago
Hello mickymaus18012014,
Thank you very much for submitting your complaint and I'm really sorry to hear about your issue with WestCasino. Please allow me to ask you a few more question before we would move forward.
- Could you please advise if your account is already verified and if yes, since when exactly?
- Did you accumulate your winnings with real money or did you use a bonus?
- When was the last time you spoke to the casino and what was it about?
Looking forward to your answer.
Regards,
Nick
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3 months ago
Translation
Good day
Yes, my account is verified. I played with real money. I could no longer write to the casino because it is no longer accessible. I wrote several emails and was referred to Bet Maximus Casino. But I don't want to play there because this casino is also illegal. I am also requesting a refund of all deposits from Westcasino. After asking several times, this casino confirmed to me that they have a German license. This is apparently not the case because German players no longer have access. I want and am requesting a refund of all my deposits. Otherwise, I will inform the relevant authority (GGL).
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3 months ago
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Addendum
I request according to Art. 15 GDPR
my personal data. Here too, I have not received a response after requesting it. The casino is obliged to do this. I ask for no delaying tactics or anything like that. I am demanding the refund of all deposits. Winnings were never paid out. I did not know that this casino is illegal in Germany. Please clarify this quickly
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3 months ago
Dear Mickymaus18012014,
I hope you're doing well. Could you please confirm whether you have contacted the casino regarding the withdrawal of your remaining funds? If so, did they provide any options for cashing out?
Additionally, I would like to kindly mention that we do not handle GDPR-related matters.
Best regards,
Nick
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3 months ago
Translation
Hello
I have contacted the casino several times. Since I am verified, a withdrawal should be possible without any problems. But nothing is happening...
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3 months ago
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Besides, I have already told you all this.
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3 months ago
Thank you Mickymaus18012014 for all the information provided so far. I will now forward your complaint to my colleague Branislav (branislav.b@casino.guru) who will be assisting you from now on.
Wish you best luck resolving it.
Regards,
Nick
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3 months ago
Hello Branislav & mickymaus18012014,
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.
The player has chosen to have her remaining balance, in the amount of EUR 451.69, transferred to a partner casino - amount which was transferred on September 6th, date on which the player was also informed of this.
For any further information regarding this the player should contact the partner casino directly, as we have completely fulfilled all our obligations towards the player.
All the best,
Eduard
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3 months ago
Translation
Hello
I have not received any information that Westcasino is closing for German customers. I also did not choose to have my money transferred to the partner casino. I had already requested a withdrawal before it closed. I have nothing to do with the partner casino. I have not played there either. I want my Westcasino balance to be transferred to my bank account and not to be moved back and forth between casinos. I will file a complaint if I do not receive my money. And I would like to ask you to provide my personal data to Westcasino again. Because according to the legal situation, I can even request back all the deposits I have made. Please transfer my Westcasino balance to me immediately.
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3 months ago
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..I was only informed about the blocking when I could no longer access Westcasino at all. And I had requested the withdrawal beforehand. As I said, the casino was no longer available from one minute to the next. I never agreed to my money being transferred to another casino. Who knows who used this other casino? That is a criminal offense.
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3 months ago
Hello Branislav & mickymaus18012014,
Please find attached the correspondence with the player, where the player replied to the email informing her of the block and as well her confirmation for the balance to be transferred.
All the best,
Eduard
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2 months ago
Greetings all,
Thank you both for your replies and updates, and I am sorry for the delay.
Dear mickymaus18012014,
From now on I will try to assist you with the matter. However, after reviewing all the available information, I am not sure how WestCasino could help you.
As we can see in the screenshots provided by the casino representative, you confirmed that you were registered at a partner casino (you can see it in your own email in the first screenshot) and asked WestCasino to move your funds to the partner casino.
So, since it should have been done with your current email address, I guess the same as you used at WestCasino, and based on your email, WestCasino also confirmed the transfer of your funds to the partner casino - can you please check your casino account at the partner casino and provide us with an update? Can you see your funds there? Can you withdraw them, or what happened to them?
I will wait for an update, however, I am afraid that I will be forced to close/reject this complaint because WestCasino basically does not have anything to do with the matter from the point your disputed funds were transferred to the partner casino and you will have to solve it directly at the partner casino/in your casino account you registered at that casino.
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2 months ago
Dear mickymaus18012014,
We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.
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2 months ago
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Good day,
I did not write these emails (screenshot). Where did you get them from? Something has been done here!!!!! I am registered with the other casino, but only because Westcasino wanted me to be that way a long time ago. I have neither played there nor withdrawn any money. I want my payout from Westcasino to my account! And not for the money to be moved back and forth. And as I have already written, I want ALL of my deposits back that I have ever made there. Because: despite repeated inquiries, this casino has repeatedly confirmed that Westcasino is permitted for German players. But that is not the case. Westcasino does not have a German license and has therefore committed an offense. Therefore, as I wrote, I would like all of my deposits refunded. After consulting my lawyer, Westcasino is obliged to do this. Before we take legal action, I am giving you a deadline of 7 days. And please do not put me off again and again. The facts speak for themselves. I will then go public. I work for the VOX broadcaster. So far I have refrained from doing so. Please reply as soon as possible.
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2 months ago
Hello Branislav & mickymaus18012014,
At this point we have honoured all funds due to you.
`For the funds which you have wagered and lost we don't have the option to offer a refund.
All the best,
Eduard
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2 months ago
Translation
I have not received any money! And I am referring to all deposits. The casino never had a German license, although this was confirmed several times when asked. As a result, the casino has committed a criminal offense. For the last time, I am asking you to refund the amounts I wrongfully deposited. The casino should not have accepted deposits from German players. I will go public if I continue to be put off. And my "winnings" have never been paid out. Please clarify the facts. Otherwise, the case will be handed over to the authorities for an in-depth investigation.
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2 months ago
Dear mickymaus18012014,
We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.
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1 month ago
Unfortunately, we are forced to reject this case because the player has not responded to our messages and questions. Therefore, we are not able to proceed with a further investigation or suggest possible solutions.
The player can reopen this complaint anytime. However, it will not be possible without the requested details and updates.
Thank you very much, WestCasino Team, for providing information and cooperation!
Best regards,
Branislav, Casino.Guru
