The player from Germany has been struggling to withdraw winnings. We rejected the complaint because the player stopped responding to our messages and questions.
WestCasino - Player’s withdrawal has been delayed.
Amount: €71,000
WestCasino
Safety Index:HighSafety Index
Casinos with a High Safety Index usually have a large number of visitors and a small number of unresolved complaints. Players can expect to play safely and be treated well in casinos with a High Safety Index.
Case closed
Our verdict
Player stopped responding
REJECTED
Case summary
2 years ago
Public
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2 years ago
Translation
Hello ... I am still waiting for my withdrawal although the confirmation has already been sent to me .. I am confronted with these messages ...
Is it all right?
I would like to get it all at once ... but the casino doesn't respond to this question.
I won a total of 71,000 euros .. of which 4000 euros were paid out .. the remaining amount 67,000 euros
First message from the casino:
Hello Ilhan,
I hope you enjoy this email!
How has it been lately Is everything okay with your experience with us? I saw that you hadn't played in a while and wondered if there was a reason for this.
With that I want to remind you that for a faster processing of your transactions you still need to have constant activity on your account and the easiest way to do this is by playing, which is also your winnings.
On this line I would like to add that your account activity is the biggest factor in prioritizing your withdrawals and can also directly affect your current limit.
If there is no activity for more than 7 days the system will detect this and lower the limit to the standard of 2000 and processing will not be prioritized as the system will see it as an account with little to no activity. In this case, it can take up to 7 working days for 2000 to be processed.
You have our full support on this matter and we are ready to assist you further. However, we also want you to keep your account activity as it was before so we can keep pulling strings for you.
Kind regards,
Hannah B.
Second message from the casino
Hello Ilhan,
In this context, please note that there is a technical problem that is causing the amounts to be missing in the account.
It should be fixed asap.
Thank you for your patience and understanding.
With best wishes,
Finance team
Please check this time if everything is correct .. and briefly give notice .. what the next steps would be.
thanks in advance
Kind regards
Automatic translation:
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2 years ago
Dear ilhangezmis,
Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Do I understand correctly that the withdrawal of €4,000 has already been successfully processed? Would you be so kind and clarify when exactly you requested the withdrawal of the rest of your winnings?
Also, could you please clarify if your account has been affected in any way by the technical issues?
Additionally, if there is any other relevant communication between you and the casino, please, forward it to kristina.s@casino.guru (or alternatively post it here).
Thank you very much in advance for your reply.
Best regards,
Kristina
Public
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2 years ago
Translation
MORE EMAIL HISTORY:
As the payout turned out to be delayed .... I faced the casino ..
They wanted account statements from me .. I sent them to them ..
The answer that came up was on December 21st, 21st
finance@westcasino.com
Tue, 12/21/2021 3:41 AM
To them
Hello Ilhan,
In this context, please note that there is a technical problem that is causing the amounts to be missing in the account.
It should be fixed asap.
Thank you for your patience and understanding.
With best wishes,
Finance team
MY QUESTION TO THE CASINO
Tue, 12/21/2021 3:54 am
To: finance@westcasino.com
Hi
How long can that take?
And can I have a total payout for a small fee?
ANSWER CASINIO:
finance@westcasino.com
Wed, 12/22/2021 4:09 am
To them
Hello Ilhan,
With regard to the withdrawals being processed, the technical issue is still being investigated.
If you want to increase the withdrawal limit or want to withdraw a larger amount, please contact our support team.
With best wishes,
Finance team
My answer casino:
Wed, 12/22/2021 5:29 AM
To: finance@westcasino.com
Please fix this problem as soon as possible .. and initiate the payouts
I was promised 3000 euros a week and I haven't even received that for 14 days.
In addition, as you requested, I wrote to the support regarding a larger payout ..
they direct me back to you should write an e-mail, please.
So I'm starting to feel ripped off, I wanted to mention.
I also want to point out that I have reported this case to Casino Guru.
so I ask you again ...?
is it possible to pay out a larger amount at once or all at once ???
for a small fee i could possibly accept.
Otherwise ... if this is not possible ... please increase the payment to a maximum amount per week.
Thank you in advance
Kind regards
Automatic translation:
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2 years ago
Translation
I just got a new one .. the email from WestCasino .....
nothing has changed .. I haven't received any more payments.
and my questions are just ignored.
finance@westcasino.com
Thu, 23.12.2021 00:56
To them
Hello Ilhan,
Please note that we have done our part in processing the payments and that other parties are involved in transfer processes, e.g. B. Banks, and we have already opened an investigation with the processor.
Thank you for your patience and understanding.
With best wishes,
Finance team
Automatic translation:
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2 years ago
Translation
got the open 4000 euros yesterday .. which have been open for two weeks ....
now the remaining 63,000 euros are still up.
I think the problem is fixed for now.
if the withdrawal limit is correct as stated by the casino, it is limited to 2000 euros per week ...
.. instead of 5000 euro as indicated ..
my payout limit is currently 3000 euros a week .. but i haven't even received it yet ..
and now I am told .. if there is inactivity on the account it will be set back down to 2000 euros a week. Is that correct ?
thanks in advance
Automatic translation:
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2 years ago
Unfortunately, we have little to no influence on the casino's withdrawal limits, especially when it is being set according to the player's activity. I understand it can be frustrating, but as long as your winnings are being paid out regularly, I would recommend you just be patient and wait.
Since the processing of all your winnings will probably take months, we have two options for how to proceed with this complaint. We can keep it opened and you will update us after each withdrawal, or I will close the complaint and you will let us know in case the casino stops processing your withdrawals.
Please, let me know which option is more suitable for you.
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