The player from Germany has requested withdrawal less than a week ago. It hasn’t been received yet. We rejected this complaint as the funds have been played before we could intervene.
WestCasino - Player’s experiencing difficulties withdrawing their winnings.
Amount: €4,400
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
Other
REJECTED
Case summary
2 years ago
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2 years ago
Translation
On 3/2/22 I applied for a payout of 1400 euros.
This has not yet happened. 5 days are up now.
The status of the payout is "Awaiting Approval."
The chat support refers to direct contact with the finance department.
Several emails were sent with read receipts. These were deleted without being read.
Since there are still 3000 euros on the account, an attempt was also made to request an increase in the payment limit from the account manager.
Here, too, e-mails were deleted without being answered.
Chat support responds with catalog responses.
I can not understand why this casino is rated so well.
Automatic translation:
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2 years ago
Dear Headi,
Thank you very much for submitting your complaint. I’m sorry to hear about your delayed withdrawal. It’s quite usual for withdrawals to take a couple of days or even weeks to get fully processed. This means that it may take some time before your money appears in your account. That’s why we advise players to be patient and wait at least 14 days after requesting their withdrawals before they submit a complaint.
Assuming that you have completed KYC verification successfully and had your withdrawal approved by the casino, still, if you don’t receive your winnings by then, please, let us know and we will try to help you.
Thank you in advance for your reply.
Best regards,
Petronela
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2 years ago
Translation
In 8 years I have never experienced that a casino takes so long! If this casino can access my deposits directly, I expect a quick withdrawal too!
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2 years ago
I fully understand your frustration, Headi. However, I will set the timer for additional 7 days allowing to casino two full weeks to process the payment and if there’s no development by Wednesday next week, we will intervene. Let’s stay positive and wait for the good news regarding your withdrawal. Thank you in advance for your patience.
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2 years ago
Translation
Today the first payout of 1400 finally arrived. But that doesn't change the fact that I've already gambled away over 1000 euros and haven't gotten the limit increased. Not even anyone from account management responds to email requests. If I extrapolate that, I have to wait another 3 weeks at this rate until I get paid the remaining 2400. That's ridiculous!
In addition, I seem to have account problems. "Is not allowed to open game with withdraw only role." I just want my money and then I'm out of this casino too.
Edited
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2 years ago
As I said before, Headi, some withdrawals can take up to 14 days to be fully processed and reach your bank account. I'm going to ask you for some more patience. I know it's not ideal but there's nothing we can do for now.
In regard to the technical issue, have you tried contacting the casino directly, please?
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2 years ago
Hello Headi,
Have there been any developments since our last conversation, please?
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2 years ago
Translation
I had a total of 6800 on the account. Less 1400 euros, 5400 euros were still missing. They didn't want to pay me this because they insisted on the limit.
I begged the support. It was pointed out that my level is too low.
I turned over more than 10000 euros just from my winnings.
It is not described in the terms and conditions when you can get higher limits!
Now everything is playful. This casino does not have adequate player protection. You can't protect your winnings!
This casino encourages gambling addiction through these limits.
I have sent a complaint to eCogra and the Malta Gaming Authority and will be hiring a lawyer!
Through all this shit I've lost money again, which I've never won in the amount.
I ask you to rate the casino negatively and to write to the casino management.
According to gambling law, players may only be rewarded with bonus promotions.
Why do you encourage frequent players with higher payouts?
What do I do if I win a mega prize of several tens of thousands of euros.
You know how it is. It is believed that you can win even more if there is too much money on the account.
I don't want to be scammed and I'm taking my chances and suing the casino!
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2 years ago
Thank you very much, Headi, for the update. Do I understand correctly that you have played and lost your funds?
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2 years ago
Translation
Right, bottom line I lost money because I fell victim to waiting for withdrawals.
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2 years ago
Sadly, since you have played your winnings, I’m afraid, there is not much we can do for you. Please understand, the player is the only one responsible for their account, active balance, and all the bets taking place. For future references, please contact us as soon as the issue evolves so we can intervene before it's too late.
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. I wish I could be of more help. Thank you in advance for your reply and understanding.
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2 years ago
Translation
eCogra is currently reviewing the process! The first documents from the casino have been received there. I was told that.
Now the casino wants proof of my source of income.
My deposits so far are only 400 euros.
That's ridiculous!
My account has been verified against my bank account.
And this bank account is already being checked in Germany for the purpose of money laundering.
I have never had such hassle with a casino.
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2 years ago
Dear Headi,
We are extending the timer by 7 days. Please, be aware that in case you fail to provide the required information in the given time frame, we will reject your complaint.
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2 years ago
Translation
What else should I write? The terms and conditions of the casino are apparently still supported! I expected more help here, but got nothing. Everything was just hot air. They seem to support casinos ripping off players with stuff like this!
You could have written to the casino management if they wanted to comment on it. But you didn't do anything at all!
In the meantime, something has changed in this casino! Where the payout option used to say that you should write to the account manager to increase the payout limit, there is nothing anymore!
The casino has removed this notice! I wonder why? Because you were too stupid to write in the terms and conditions that as a "FREQUENT PLAYER" you enjoy the luxury of getting higher payout limits!
One thing I know for sure: You won't be helped here, you're just spreading hot air! Thanks for nothing!
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2 years ago
Translation
I have no more balance at this casino! Again for understanding: The casino didn't want to pay out winnings, because they refer to the terms and conditions with the limits.
Only players who gamble away a lot of money get higher limits!
However, the terms and conditions do NOT state from how much money you have to bet or from how many deposits you get a higher payout limit!
Why can frequent players be rewarded with better payout conditions?
This encourages gambling addiction!
I thought a casino was about luck! So you can only be lucky if you gamble a lot of money! This is cheating on a very high level and you support something like that instead of doing something!
I have no understanding for!
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2 years ago
Dear Headi,
As I mentioned earlier since you have played your winnings, I’m afraid, there is not much we can do for you. Please understand, the player is the only one responsible for their account, active balance and all the bets taking place. For future references, please contact us as soon as the issue evolves so we can intervene before it's too late.
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. I wish I could be of more help. Thank you in advance for your reply and understanding.
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