WestCasino - Player’s unable to withdraw his winnings.

I made a deposit to west casino (had account for a while).

I selected no bonus on my deposit.

I won some on roulette and requested a withdrawal. They then said I had a bonus and couldnt withdraw? I did not request a bonus and I also never touched bonus balance. So regardless of if there terms try and lock your cash in with bonus (they seperate cash and bonus) they are superseded by EU law and what they are attempting is theft.

To be clear I excluded myself from bonuses on my deposit and even emailed them to say I didnt want any bonuses in response to some of their marketting emails.

I have 729 in cash bets I want to withdraw.

Please hep me do this so I dont have to go through court.

Kle

Dear Kyle,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Did the casino specify which bonus was given to you?

Please forward any relevant communication between you and the casino to kristina.s@casino.guru. I would especially like to see the message in which you asked the casino to exclude you from receiving bonus offers and the message in which you were informed that you cannot withdraw due to having an active bonus.

Thank you very much in advance for your reply.

Best regards,

Kristina

Dear Kyle,

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.

It’s all sorted now and they made me a VIP for some reason 🤷‍♂️

Great news, Kyle! Since your issue has been resolved, do I have your permission to close the complaint?

Yes sure

We are glad to hear that your issue got resolved. We will now mark it as 'resolved' in our system. Please, do not hesitate to contact us in the future, if you run into any issues with this or any other casino. We are here to help, but I hope you won’t come across a problem like this again.