WestCasino - Player’s struggling to complete account verification.

west casino was good. but now really really bad.

specially, when u want to cash out/ they ask proof of address, bank statement. proof of diposit. i attached everything but it seems i have to wait 48 years before i get an email again. i recieved 1 email for 1 month! do u think its normal? it seems like forever have to wait lol! why soo strict if u think it's from me. i have evidence but they are not cooperating!

so dissatisfied and disappointing cant believed it and it's unbelievable. they said also if u become a diamond member u can have a personal manager. lol!

and now that i want a high limits can't be allowed. i dont understand at all! really poor. u need to improve ur service. doesn't meet at all criteria of people wants. 👎👎🏽👎🏻

Dear Stella82117,

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 takes KYC lightly and it might take a few working days to complete this thorough process.

Have you been informed what specifically seems to be a problem in verifying your account?

I hope we will be able to help you to resolve this issue as soon as possible. Thank you in advance for your reply.

Best regards,

Petronela

i sent already the documents. i only waiting for the reply of the finance team. that is last week. i only get 1 email. please check the email. thanks

i sent the copy my ID selfie both.

i am dual citizen. hope this is sufficient! hope this will help thanks 🙏

please update for my withdrawal winning?

i request it 24 sept 2022?

hope will be sent to my bank soon.

thanks

greetings stella

Thank you very much, Stella82117, for providing all the necessary information. I will now transfer your complaint to my colleague Tomas (tomas@casino.guru) who will be at your assistance. I wish you best of luck and hope to see your problem being resolved to your satisfaction in the near future.  

Hello Stella82117,

I will assist you with the complaint from now on. I went over the details of the case and I will do my best to help you. I would like to ask the representatives of WestCasino to join the discussion in order to help us solve the verification issue.

WestCasino,

Could you explain what is the status of the verification of Stella82117's account? When can they expect the withdrawal to be processed?

Hello Petronela and Tomas,

I have reviewed the players account and the verification was completed on October 03, once our Finance team received all of the documents requested from the player.

The player had a single withdrawal request which was processed and paid by the casino on October 04.

If you need any additional information for this case please let me know!

All the best,

Eduard

Thanks to West Casino for the clarification and cooperation.

Stella82117,

Could you confirm you received your winnings already? Please let us know. Much appreciated!

hello everyone!

yes i recieved my withdrawal oktober 4th. thank you soo much for all the efforts!

i wish that was sooner that my account verified.

atleast, i supposed to withdraw all my winning for almost 22k. but yeah ofcourse i play on it once again so i lost everything. except the first withdrawal. too bad! if i didn't found this website i dont know how would it be?

i kept contacting them via agent support chat, email. but it always delayed response and they can't really help unless coming from

finance dept.

but really, i really appreciate thank you soo

much for this site. in the future, i know where i can find a solution! Thumbs up! 👍🏻 very well!

wish you have nice day everyone!

goodluck!

Greetings, Stella82117

Awesome news, Stella82117! As the complaint has been successfully resolved, we will now close it as ‘resolved’ in our system. Thanks for your cooperation and don’t hesitate to contact us if you run into any issues with this or any other casino in the future. We are here to help.