The player from the Netherlands had initially complained about a lengthy KYC verification process at the casino. However, after the verification had been successfully completed, the player's concern had shifted to the casino's delay in processing his withdrawal request of €4100. The player felt that the casino had been intentionally stalling the process, and his suspicion grew when the casino cancelled his withdrawal due to multiple requests. The player then made a new withdrawal request which remained pending. Although the casino had processed one of his withdrawals, the player still had €18000 pending. Despite our team's efforts to assist and request more information, the player stopped responding, leading us to reject the complaint due to lack of further information.
WestCasino - Player's KYC verification is being delayed.
Amount: €2,300
WestCasino
Safety Index:HighPlayer stopped responding
REJECTED
Case summary
Hey casino guru won on this casino had to verify myself ofcourse but i already know that they will try to stall everything so that i rollback my withdrawal and lose it so can u guys help me their kyc verification is taking absurdly long never had a casino that took this long
Dear iwayz,
Thank you very much for submitting your complaint. I’m sorry to hear about your problem.
Please understand that KYC is a very important and essential process, during which the casino makes sure that the money is sent to the rightful owner. As they don't have the luxury of being able to physically see all of the players and check their identification and documents, this is the only way gambling establishments are able to complete the verification procedures. None of the serious and licensed casinos take KYC lightly and it might take a few working days to complete this thorough process.
Could you please advise which documents you have already provided and when exactly did you send the last one?
Have you provided all the required documents as soon as possible and in the correct format?
I hope we will be able to help you resolve this issue as soon as possible. Thank you in advance for your reply.
Best regards,
Veronika
Sorry I’ve been verified now but the withdrawal I taking a long time and I won 4100 can u please help me get the money I won I feel like they are trying to stall it so i cancel it and lose it please help casino guru
can u Change the complaint to withdrawal taking forever I’m already waiting for 3 days for my 4100 and they keep saying the same
I'm glad that your account was verified. Regarding the withdrawal, please bear in mind that 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. This delay may be caused by a high volume of withdrawal requests. That’s why we advise players to be patient, cooperate fully with the casino, and wait at least 14 days after requesting their withdrawals before submitting a complaint.
If your account has been successfully verified, your game history checked, your withdrawal approved by the casino, and you still haven't received your winnings by 14 days since requesting the withdrawal, please, let us know and we will intervene and try to help you.
Thank you in advance for your patience and understanding.
Casino guru they now canceled my previous withdrawals because i made two separate withdrawals of 1000 and they are saying that this is not possible so now they canceled it and now i have to wait 5 days again which is pathetic and i feel like they are trying to make me play the 4100 i won in total so they dont have to pay me
Have you submitted a new withdrawal request? Could you please specify the amount you requested for withdrawal? Kindly let me know the current status of your withdrawal (pending, approved, declined).
Yes I already made a withdrawal of 2000 which is still pending.
unbelieveable after they told me 2 withdrawals weren’t allowed they let me wait again ? And something like that could told instantly instead of waiting till the last day when I already waited 5 days for my previous withdrawal
I understand your dissatisfaction. Could you please tell me if your withdrawal was approved? Please keep in mind that we usually recommend players wait up to 14 days after confirmation of the payment for the money to appear in their bank account.
No still not payment after 2 weeks of trying I also had a a lot of luck and I made a total of 20k on this casino but I still have not recieved any money and they also have a 2k withdrawal limit which they can’t change only if i play more which I don’t want
but day by day I’m losing trust that I will not even get paid …
Withdrawal is pending for the whole week and still not updated I’m getting sick to my stomach because I just want to receive my winnings but it’s taking so long that I feel it will never come
Today still nothing ….From the last screenshot, it seems that you requested a withdrawal on October 30. As I mentioned before, we recommend players wait up to 14 days for their withdrawal to appear in their account. I kindly ask you to be patient and wait until November 13. If you do not receive your withdrawal by then, let me know and we will intervene. Thank you for your understanding.
Dear iwayz,
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.
Yeah 1 withdrawal is sent but 1 is still pending for 8 days now ! And I still have to be paid a total of 18000 euro
Do I understand correctly that you received the withdrawal you requested on 30 October? When did you request the second withdrawal? Are you still waiting for your winnings to be paid out? Kindly specify the exact amounts you requested to be withdrawn as well as the exact date when you submitted your requests.
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