The player from Rhineland-Palatinate had been waiting for a payout of 100 euros that had been delayed for over a month. Despite the casino having claimed the payout was completed, the player had not received any money. After back and forth communication, the player had provided a bank statement as proof of non-receipt of the funds. Finally, the player had confirmed that the money had arrived, resolving the issue. We had marked the complaint as 'resolved' in our system.
WestCasino - Player's payout is delayed for a month.
Amount: €100
WestCasino
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Resolved
Our verdict
Case closed
RESOLVED
Case summary
3 months ago
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3 months ago
Translation
Hello, unfortunately, I am unable to select Germany.
I have been waiting for my payout for a total of 1 month. It took forever for them to accept my documents, and supposedly, my payout was completed on 1/5/24. I have received no money to date. I'm not getting a receipt or response. I need help. Unfortunately, I am unable to attach the screenshot.
Automatic translation:
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3 months ago
Dear sstrunk1207,
Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please allow me to ask you a few questions, so I can understand the whole situation completely. Have you made any successful withdrawals before? Could you please advise us on the current status of your withdrawal request? Is it marked as pending or processed in your casino account? If possible, please post a screenshot of your withdrawal history here in this thread.
Also, have you accumulated your winnings with or without an active bonus?
I hope we will be able to help you to resolve this issue as soon as possible. Thank you very much in advance for your reply.
Best regards,
Kristina
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3 months ago
Translation
Hello Kristina, thanks for the help. It arose from an initial wager-free bonus. You could make a profit of up to 100 euros from this. Deposit was 20 euros. I requested a payout for 100 euros. That was before Christmas. Documents were only requested in January and nothing has been answered since. At some point the email came that it had been approved. I should request a payout again. I did this. Then nothing came again for a while. Then I see in the status that it was supposed to have been completed since the 8th. Since I didn't receive a receipt or email, I asked for feedback again but again no answer. No money comes either. 
Automatic translation:
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3 months ago
Hello sstrunk1207 & Kristina,
Greetings from WestCasino!
The player indeed place a withdrawal request on January 05, 2024 for the amount of EUR 100. This has already been processed and paid by the casino on January 12,2024. This is also shown in the screenshot provided above by the player, under the status column where the transaction is shown as being completed.
The funds should have reached the player already at this point.
All the best,
Eduard
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3 months ago
Translation
Hello, no the money hasn't arrived. That's the problem. Please send me a proper receipt to where it was transferred. You may have typed incorrect bank details or something similar. If I had it, I certainly wouldn't open a complaint here.
Best regards
Sandra
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3 months ago
Hello sstrunk1207,
I am sorry to hear that the funds haven't reached you.
The only confirmation we are able to provide directly to players is the one from the transaction history, which you can see on your end as well.
The funds were paid to the bank account you inserted when requesting the withdrawal, which I see you have also verified with the casino by providing a bank statement for it.
In order for us to be able to investigate this further, please provide us with a bank statement (for the account you requested the withdrawal to) from January 12th until today.
You can attach this here or you can contact our 24/7 support team and provide it to them.
All the best,
Eduard
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3 months ago
Hello everyone,
Thank you both for your replies.
sstrunk1207, please forward the bank statement to the casino's support and keep us updated. Thank you
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3 months ago
Translation
Hello, yes I do that. Or should I upload it here? Still have to find it out.
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3 months ago
Translation
Here is the proof. It shows that no money has been received from the West Casino. I therefore request that the 100 euros be paid out to me as quickly as possible.
Best regards
Sandra
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3 months ago
Hello sstrunk1207,
In order for us to investigate this, we require a bank statement in pdf format with all the transactions visible from
January 12, 2024 until today.
The document needs to be the original issued by your bank, without any alterations or covered information.
All the best,
Eduard
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3 months ago
Translation
But that is against data protection. Everything is clearly visible there. The name does not appear on the left. Kristina? What do you say to that? PDF okay.. But is it necessary to disclose everything? Is this chat secured here?
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3 months ago
Translation
Good morning, the money finally arrived today. Thank you for the help. This closes the case 👍
Best regards
Sandra
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3 months ago
Dear sstrunk1207,
I'm glad to hear that your issue has been resolved successfully. I will now mark the complaint as 'resolved' in our system.
Thank you for your cooperation, and please do not hesitate to contact our Complaint Resolution Center if you run into any issues with this or any other casino in the future. We are here to help.
Best regards,
Kristina
Casino.Guru
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