A German player had experienced a delay with a €2000 withdrawal at Westcasino. The payout had been pending since 03.05.2024, exceeding the typical 5-day processing period. The casino's finance team had been unresponsive, and the winnings were not bonus-related. The player confirmed that the delay had been due to incomplete verification, and upon completion, the funds had been successfully transferred. The complaint was then closed as resolved.
WestCasino - Player's withdrawal has been delayed.
Amount: €2,000
WestCasino
Safety Index:HighSafety Index
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8.0
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Resolved
Our verdict
Case closed
RESOLVED
Case summary
7 months ago
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7 months ago
Translation
Hello,
Firstly, I want to preface by saying that I've never had problems with withdrawals at Westcasino in the past. It sometimes took a little time, but it never exceeded the 5-day processing time. However, I've now been waiting for the payout of €2000 since 03.05.2024. The live chat only appeases one regretfully and the finance team is not responding to my emails.
Understandably, I'm starting to worry.
The money was not won using any bonuses and I am fully verified.
Regards,
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7 months ago
Dear Snakken,
Thank you very much for submitting your complaint. We are sorry to hear about the issue with your withdrawal and understand your concern. However, please bear in mind that it’s quite usual for withdrawals to take a couple of days or even weeks to get fully processed. This means that it may take some time before your money appears in your account. This delay may be caused by unfinished KYC verification or a high volume of withdrawal requests.
That’s why we advise players to be patient, cooperate fully with the casino, and wait at least 14 days after requesting their withdrawals before submitting a complaint.
If your account has been successfully verified, your game history checked, your withdrawal approved by the casino, and you still haven't received your winnings by 14 days since requesting the withdrawal, please, let us know and we will intervene and try to help you.
Thank you in advance for your patience and understanding.
Best regards,
Tomas
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7 months ago
Translation
Hello Thomas, thanks for your reply.
Then I'll wait another 3 days and get in touch if the payment hasn't been processed yet.
greeting
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7 months ago
Translation
The money was transferred. There was still something missing for verification. The complaint can be closed as resolved, thank you for your help 🙂
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7 months ago
Dear Snakken,
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 issues with any online casino in the future. We are here to help.
Best regards,
Tomas
Casino.Guru
