WestCasino - Player's withdrawal delayed by repetitive verification request.

I made a withdrawal on 21.3. and today the casino rejected my withdrawal request. They wanted confirmation of my bank account, which I had already provided. Before the withdrawal request, I have received a confirmation that my account has been verified. Now I had to submit the same statement again and the payment of the withdrawal to me is delayed. They do not respond to emails when I ask how long I have to wait for the withdrawal to be approved.

Dear cassss,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with WestCasino.

I went through the conversation you submitted and the casino points out that the method you used for deposits seems to be different from the withdrawal method.

Please allow me to ask you a few questions, so I can better understand the situation. 

• Which payment method have you used for deposits in the casino?
• Does the bank statement you submitted to the casino show your deposit in the casino?

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,

Tomas

Hi, I used Visa and Instant Transfer by ConnectPay for deposits. All the bank statements I have sent prove that I have made a deposit to them from the bank accounts in question. The withdrawal options did not include Visa, so I thought that the withdrawal would be successful through Brite, to the same bank account from which I have previously made a deposit and from which I have sent the necessary documents.

I made a new withdrawal request yesterday with ConnectPay's Instant Transfer. However, the casino refuses to say whether the withdrawal is now OK or whether they will do the rollback again. My bank account has been confirmed by them for the second time now.

In addition, it is a little strange that their website says that deposits made with Visa are free of charge, even though this is not the case. For example, for a 40e deposit, I was charged 42.20e. And i made more deposit than that, and everyone of them was charged more that deposit was.

Hello cassss,

Greetings from WestCasino!

I have checked and your account has currently passed the verification.

I see that you keep sending questions to the finance email address. Please note that this address is only used for document verification and it is not a support address where you can send questions and receive answers.

For any queries you can simply contact our 24/7 Live Chat support or email suppot@westcasino.com.

Withdrawal requests are processed on average within 5 business days, meaning that your request placed on March 27 will be reviewed by April 05 at the end of the day.

All the best,

Eduard

Hi, if your finance team can’t answer my question why they don’t re-send my questions on that team who can answer these? Or tell me where i should ask?

This is just a waste of time, if i have to wait again 5 days and you will do rollback again, because i don’t get the answer, do i make withdrawal like you ask? Then i wait again 5 business days if i did that wrong.

April 05 means that i have to wait 16 days to get my withdrawal. And if you do then rollback again, i wait another 5 business days + weekend.

That is way too long.

Hello cassss,

Thank you for your reply.

Anything send to the finance email that is not document related is ultimately forwarded to the support team. As the Finance team checks the emails in the order received this may mean you will receive a reply with a delay of up to 5 business days.

In contrast you can get an answer on the spot on Live Chat or within 24 hours if you direct it to the support team directly.

Your are only waiting up to 5 business days. Keep in mind that there are several bank holidays during this period due to Easter.

All the best,

Eduard

Thanks both parties for the reply.

Dear cassss,

Please let us know when your withdrawal request is either processed or rejected.

I'll await news from you.

Hi, I received my withdrawal today.

Dear cassss,

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 and WestCasino for your cooperation.

Please do not hesitate to contact our Complaint Resolution Center if you run into issues with any online casino in the future. We are here to help.

Best regards,

Tomas

Casino.Guru