HomeComplaintsWestCasino - Player's fairness and transparency concerns over Westcasino.com.

WestCasino - Player's fairness and transparency concerns over Westcasino.com.

Amount: €906

WestCasino
Submitted: 01 Feb 2024 | Case closed : 09 Mar 2024
Case closed Our verdict

Unjustified complaint

REJECTED

Case summary

The player from Germany had been unable to withdraw winnings since he joined Westcasino.com, experienced continuous losses, and believed the games might have been manipulated. He was concerned about the transparency and fairness of the games and the unprofessional account verification process. Additionally, he pointed out that Westcasino.com did not hold a German gambling license. The player also noted technical issues that affected the gameplay, and a discrepancy between the advertised RTP values and his gaming experience. However, we informed the player that we could not take action without concrete evidence of unfair practices and reminded him that it was the player's responsibility to comply with their country's gambling regulations.

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Translation

Subject: Official Complaint Against Westcasino.com



Dear Casino Guru Team,


I am reaching out to you today to lodge an official complaint against the online casino Westcasino.com. Over the past few days I have lost a considerable amount of money on this platform, and I am deeply concerned about the circumstances leading to these losses.


Since January 23rd, 2024, I have deposited a total of 906 Euros at Westcasino.com. Despite my numerous attempts, it has not been possible for me to withdraw any winnings at any time. The last 6 deposits all went the same way, regardless of the chosen game or provider. My bets usually amounted to a maximum of 1 Euro, often even less.


Particularly alarming is the fact that Westcasino.com does not provide access to the game history or the possibility to download it. This limitation makes it exceedingly difficult for me to review and verify my bets and outcomes.


The casino claims that my losses are due to a streak of bad luck. However, I firmly believe that this is not down to bad luck, but rather due to the speed at which my money is disappearing and the lack of transparency in relation to the game history and odds of winning.


Another point of concern that I would like to draw attention to is the fact that Westcasino.com doesn't hold a German gambling license. This means that they are not authorized to offer gambling services in Germany.


In addition to this, I have repeatedly experienced technical issues on the Westcasino.com website, including game crashes, freezes, and misdirection to other games. There have also been instances where if I had enough scatters for free spins, the last decisive scatter suddenly jumped ahead although it had actually stopped.

This combination of technical difficulties and apparent game manipulation further heightens my concerns as to the fairness and integrity of the games on this platform.


Furthermore, I would like to point out that I exclusively selected games on Westcasino.com with a high Return to Player (RTP) of over 90%, often even between 96 and 99%. Despite these seemingly favorable conditions, I was unable to make any meaningful gains.


I also have serious concerns about the verification process on Westcasino.com. At present, the casino requests customers send their personal documents via email for verification. This method appears extremely unprofessional and raises concerns regarding privacy. In contrast, other providers use established online platforms to carry out verification in a professional and secure manner. Despite repeat attempts at contact and even though I have sent all the documents requested by Westcasino.com, my account hasn't been verified until now.

This situation heightens my worries about the trustworthiness and reliability of Westcasino.com and underscores the need for a thorough investigation into this matter.


Taking into consideration this situation and the fact that Westcasino.com doesn't have a German license, I urgently ask for your support in investigating this matter and assistance in procuring a refund of the money I have lost. I have serious concerns as to the fairness and transparency of the games on this platform and I expect an appropriate resolution to my situation.


Thank you in advance for your attention and support.


Sincerely,

Kevin Strunk


PS: Unfortunately, I wasn't allowed to upload more than 5 screenshots. I would be glad to provide you with the other screenshots as well.

Automatic translation:
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Dear singaporelion2020,

Thank you very much for submitting your complaint. I want to inform you that we cannot make a case solely based on what you are describing. Sometimes you might get lucky and sometimes not; that's how casinos and casino games work. I would recommend reading our article about Payout ratio (RTP): https://casino.guru/learn-about-games-of-chance-rtp-variance.

If you have more information that would help our case, please forward it to me. Unfortunately, at this time, if we don’t have any evidence proving that something unfair is going on, there is nothing we can do. Regarding the German license, you registered there accepted the casino terms by doing so and the casino does not exclude German players by their terms so you were free to play there and can't request a refund due this specific matter. Please do not hesitate to contact me if there is anything else, I could do for you regarding your complaint.

Best regards,

Nick

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Translation

Ladies and Gentlemen


I would like to point out that Westcasino.com does not have a license to operate in Germany. Despite this, the casino accepted and carried out transactions with German players.

The legal situation in Germany regarding online gambling is clearly regulated. Until the introduction of the State Treaty on Gambling (GlüStV) in July 2021, online gambling was largely illegal in Germany unless the operators had a German license in accordance with Section 4 Paragraph 4 of the GlüStV. However, Westcasino.com does not have such a license and has still enabled transactions with German players.

According to Section 9 Paragraph 1 of the GlüStV, it is illegal to offer or operate gambling services in Germany without the required German license.

The terms and conditions of an online casino CANNOT override German law, especially when it comes to gambling regulation.

It is the operator's responsibility to ensure that they comply with applicable laws and regulations.

Therefore, I would like to point out that Westcasino.com violated German gambling law by accepting me as a German player.

This raises serious questions about the legality of the transactions I have made.

I lost significant amounts of money on the platform without having the option to withdraw any winnings. Furthermore, I tried to verify myself multiple times and still this process was not carried out properly.

I expect Westcasino.com to take this matter seriously and take appropriate steps to resolve the legality of my transactions.

It is important that the casino respects the applicable laws and takes the necessary measures to ensure that such problems are avoided in the future.


Regarding the RTP:

RTP is a crucial factor in online casinos that indicates what percentage of bets are returned to players in the form of winnings. Westcasino.com and the game developers state that the games they offer have RTP values of 96% to 99% on average. This suggests to players a fair chance of winning and a realistic return on their stakes.

Now I would like to use a calculation example to show you why the discrepancy between the advertised RTP values and my actual gaming experiences is so worrying. Suppose there are 1,000 players who bet an average of 1 euro per bet, resulting in a total stake of 1,000 euros. If the advertised RTP values were correct and were, for example, 96%, players would receive an average return of €960.

Instead, I experienced massive losses that are not consistent with expected average results. Despite my modest bets of a maximum of 1 euro (often less than 1 euro), I lost almost 400 euros within a few hours without making any significant profits. This is in stark contrast to the advertised RTP values and raises serious questions about the fairness of the games or adherence to the advertised RTP values.

I would like to emphasize that RTP is not just a theoretical value, but an important basis for player expectations. It is extremely questionable that I experienced significant losses in such a short time and despite my modest stakes. This raises doubts about the integrity of the games and adherence to advertised RTP values.


I gladly allow you, I even ask you, to request the complete game histories and transactions from my account directly from the casino. Unfortunately, I have so far tried in vain to get the casino to provide me with the entire game history, including my winnings and losses, as a file.


However, I would also like to point out again that during my gaming experience at Westcasino there were technical problems that significantly affected my gaming experience. Game crashes, freezes and unexpected crashes occurred several times. Additionally, clicking on a specific game occasionally resulted in me being redirected to a completely different game. This led to confusion and additional casualties. A particularly worrying situation was when I had already collected enough Scatter symbols to trigger free spins, and the game suddenly made it appear that a Scatter symbol had skipped ahead, even though it had actually already stopped. Such technical issues resulted in my gaming results not meeting expected standards and further compounded my losses.


Thank you in advance for your support.


Best regards,

Kevin Strunk

Automatic translation:
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Dear Sir or Madam,


I would like to point out that Westcasino.com does not possess a license for operation in Germany. Nevertheless, the casino accepted German players and conducted transactions with them.

The legal situation in Germany regarding online gambling is clearly regulated. Until the introduction of the State Treaty on Gambling (GlüStV) in July 2021, online gambling in Germany was mostly illegal unless operators held a German license according to § 4 (4) of the GlüStV. However, Westcasino.com does not hold such a license and still facilitated transactions with German players.

According to § 9 (1) of the GlüStV, offering or operating gambling services in Germany without the required German license is illegal.

The terms and conditions (AGB) of an online casino CANNOT override German law, especially when it comes to regulating gambling.

It is the operator's responsibility to ensure compliance with applicable laws and regulations.

Therefore, I would like to point out that Westcasino.com violated German gambling law by accepting me as a German player.

This raises serious questions regarding the legality of my transactions.

I have lost significant amounts of money on the platform without the opportunity to withdraw any winnings. Furthermore, I have attempted verification multiple times, and yet, this process has not been properly conducted.

I expect Westcasino.com to take this matter seriously and take appropriate steps to clarify the legality of my transactions.

It is essential that the casino respects applicable laws and takes necessary actions to ensure such issues are avoided in the future.


Regarding the RTP:

The RTP (Return to Player) is a crucial factor in online casinos, indicating what percentage of bets is returned to players as winnings. Westcasino.com and the game developers claim that the games they offer have RTP values averaging from 96% to 99%. This suggests players have a fair chance of winning and a realistic return on their bets.

Now, let me illustrate why the disparity between the advertised RTP values and my actual gaming experience is so concerning. Suppose there are 1,000 players who, on average, bet 1 Euro per wager, resulting in a total wager of 1,000 Euros. If the advertised RTP values were correct, let's say 96%, players would, on average, receive back 960 Euros.

Instead, I experienced massive losses that do not align with expected average results. Despite my modest wagers of a maximum of 1 Euro (often less than 1 Euro), I lost nearly 400 Euros in just a few hours without significant winnings. This starkly contrasts with the advertised RTP values and raises serious questions about the fairness of the games or adherence to the stated RTP values.

I want to emphasize that the RTP is not merely a theoretical value but a critical basis for player expectations. It is highly questionable that I had to endure substantial losses in such a short time, despite my modest stakes. This raises doubts about the integrity of the games and compliance with the advertised RTP values.

I am willing, and I even request that you contact the casino directly to request complete gaming histories and transaction records from my account. Unfortunately, I have made several unsuccessful attempts to persuade the casino to provide me with a comprehensive gaming history, including my wins and losses, as a single file.


I would also like to reiterate that during my gaming experience at Westcasino, technical issues occurred that significantly disrupted my gameplay. There were several instances of game interruptions, freezes, and unexpected crashes. Additionally, clicking on a specific game occasionally redirected me to an entirely different game. This led to confusion and additional losses. A particularly concerning situation occurred when I had already collected enough scatter symbols to trigger free spins, and the game suddenly gave the impression that a scatter symbol had jumped forward, even though it had already stopped. Such technical issues resulted in my gaming outcomes not meeting expected standards and further exacerbated my losses.

I thank you in advance for your support.


Best regards,

Kevin S***

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Translation

I ask for feedback.

Automatic translation:
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Dear singaporelion2020,

If the casino does not restrict a country within their terms, the player is allowed to register there. If the player's specific country has any regulations regarding gambling, it is their obligation to follow them no the casino's.

Regarding the RTP - if there isn't any specific scenario which you can prove that the casino did something unfair or manipulate with RTP there isn't anything we can do.

If you can forward such evidence, please forward it to nikolas.b@casino.guru for further review but until then, we will be forced to reject the complaint.

Best regards,

Nick

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