The player from Germany had cashed out €521 but did not receive any email confirmation or the money, despite being verified and having had successful withdrawals before. The live support gave standard responses, and the stated timeframe of 5 days had long passed. The casino requested updated documents due to the time elapsed since the last verification. After providing the documents, the player faced further delays and was informed of the need to wager the deposit amount. Despite multiple communications, the player had to wait for an extended period. The issue was finally resolved, and the player received the payment after 17 days. The complaint was marked as resolved.
WestCasino - Player’s withdrawal has been delayed.
Amount: €521
WestCasino
Safety Index:HighSafety Index
In line with our review methodology, we calculated the casino’s Safety Index based on more than 20 factors, including its financials, fairness of T&Cs, player complaints, and more. The higher the Safety Index, the more likely you are to receive your winnings without issues.
8.0
WestCasino has a Safety Index of 8, which makes it a safe casino suitable for most players. Explore this casino’s Safety Index
Resolved
Our verdict
Case closed
RESOLVED
Case summary
5 months ago
Public
Public
5 months ago
Translation
Hello, on the 27th I deposited 50 euros and received 200 free spins, without a wager. I was able to cash out 521 euros. See the screenshot. Unfortunately, I have neither received an email about my withdrawal nor the money itself. The live support only provides standard responses, stating it can take up to 5 days. Unfortunately, those days have long passed. I am genuinely surprised at the rating of over 8 points. I have been a member of this casino for years, am verified, and have had withdrawals before, but I've never experienced this length of delay. I ask for assistance and the payout from Westcasino, as otherwise, it will not be feasible for me to continue playing here.
Automatic translation:
Public
Public
5 months ago
Dear wennertom,
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,
Petronela
Sensitive attachment
Sensitive attachment
5 months ago
Translation
My account has been verified for a long time. And I've been waiting for two weeks now. See screenshot attached
Edited
Automatic translation:
Public
Public
5 months ago
Hello wennertom & Petronela,
Greetings from WestCasino!
I see that you have requested a withdrawal of EUR 521 on 27/06/2024 - 22:32:02 (GMT Time).
As you verified your account years ago, you will need to update the documents on file and sent recent ones. For this the Finance team has informed you via e-mail what is required.
Once these documents are provided it can take 1-3 business days until they are verified.
All the best,
Eduard
Sensitive attachment
Sensitive attachment
5 months ago
Translation
I sent everything immediately. Uploaded it to my account and sent it by email. But I already did that on the 27th. See screenshot
Edited
Automatic translation:
Public
Public
5 months ago
Hello wennertom & Petronela,
Thank you for your reply!
If you uploaded them to your account then you can rest assured they will be checked in the shortest time possible.
All the best,
Eduard
Sensitive attachment
Sensitive attachment
5 months ago
Translation
I uploaded it a week ago. And sent it. That's not short
and the payout is still pending even though I have been a customer and depositor for years
Edited
Automatic translation:
Public
Public
5 months ago
Hello wennertom & Petronela,
Thank you for your reply!
I see that you only uploaded the documents today - this means that they can be reviewed until 09/07.
Also, I see that you requested the withdrawal to a payment method you haven't used to deposit. You will need to cancel it and request it using bank transfer to an account opened in your country of residence under your name, for which you will also need to provide a bank statement.
All the best,
Eduard
Sensitive attachment
Sensitive attachment
5 months ago
Translation
Hello, you can see the delaying tactics used here with a long-standing customer. I hope a lot of players read this. I am also passing this on in my German forum. Instead of saying everything straight away, the salami tactic is used. I have heard this from other players too. Of course I did all of that. And uploaded it. Then something else will come. But that only harms one person. Westcasino itself. See screenshots. I did everything straight away again
and dear players westcasino says:
This means that they can still be viewed until September 7th.
— that's 8 weeks for verification????????
Edited
Automatic translation:
Public
Public
5 months ago
Hello wennertom & Petronela,
Thank you for your reply!
The timeframe for review for documents uploaded is up to 3 business days, as you are also informed on the dedicated page.
This means that they can be reviewed until 09/07, which is next week - July 09.
All the best,
Eduard
Sensitive attachment
Sensitive attachment
5 months ago
Translation
I got that. But still no payment
Automatic translation:
Public
Public
5 months ago
Hello wennertom & Petronela,
Glad to hear that everything was in order with your documents.
After your account is verified the payment can take up to 5 business days to be reviewed.
All the best,
Eduard
Public
Public
5 months ago
Translation
Another 5 days? I've already waited 8 days? So it takes 14-21 days for you to get your money. All players should know that. Other casinos need 30 minutes.
Edited
Automatic translation:
Public
Public
5 months ago
Hello wennertom & Petronela,
Thank you for your reply!
You placed the withdrawal request on 04/07/2024 11:55:21 (GMT Time). The 5 business days are calculated starting from that date.
All the best,
Eduard
Public
Public
5 months ago
Translation
No, I submitted the application on June 27th. And they told me to use a different withdrawal method than the one they offered me. Other casinos pay out within hours in cases like this. They forget that we, as players who have been their customers for years, know the delaying tactics. Let's put it another way. I have been able to recall my withdrawal for 8 days. And they want to increase it to just under 14 days. The players should know that. Don't you think? And that for a customer who has been registered with them for years. I'm sorry. But they can't sugarcoat this situation. Even if they really try. Compared to 99 percent of other casinos, they are way behind when it comes to withdrawal times, etc. And they should communicate that openly so that players can decide. Do I want a withdrawal in hours? Or in weeks.
Edited
Automatic translation:
Public
Public
5 months ago
Hello wennertom & Petronela,
Thank you for your reply!
Each new withdrawal request is treated individually and processed in a first in first out basis.
When you place a new request it goes to the back of the queue and the 5 business days are calculated from that date.
You should expect an update for your request sometime next week.
All the best,
Eduard
Public
Public
5 months ago
Hi wennertom,
Since you have provided new documents to verify your previously verified account, please allow the casino some time to process your request. If I understand correctly, the documents have already been checked and approved. I will extend the timeline by an additional seven days to allow the casino to proceed with your payment.
Please keep me updated on any further developments.
Thank you for your patience.
Public
Public
5 months ago
Translation
The payment is still pending and can be canceled. I have been waiting for my payment since June 27th. We are getting closer to the 14 days. Everyone has to decide for themselves whether it is okay to have to wait so long. I think absolutely not!
Automatic translation:
Sensitive attachment
Sensitive attachment
5 months ago
Translation
Unfortunately, the casino is unable to send my payout. I have never waited so long for a payout. I have been playing at the casino for 5 years or more. Congratulations
Automatic translation:
Public
Public
5 months ago
Hello wennertom & Petronela,
Thank you for your reply!
Withdrawals can take up to 5 business days from the day in which you request them.
As you placed the request on July 04, it means that you should have an update by July 1`1th.
All the best,
Eduard
Public
Public
5 months ago
Hello wennertom & Petronela,
Thank you for your reply!
The Finance team has informed me that they will not be able to process your current withdrawal request, as you haven't wagered the deposit made.
While the bonus you claimed didn't have a wagering requirement, you are required to wager the deposit amount made at least 1 time before requesting a withdrawal for the winnings:
9.9. In order to make a withdrawal, all players must play through (wager) all deposits at least once prior to making a withdrawal.
You will need to place bets at least of EUR 50 before requesting a new withdrawal.
All the best,
Eduard
Sensitive attachment
Sensitive attachment
5 months ago
Translation
I ask Casinoguru to give me an email address to send the transaction history. It is absolutely not true what Westcasino says
Hey, I put in at least 50 euros. And you couldn't have said that two weeks ago. Are you serious?
c8d4c674-0016-481f-bd95-3d8170995bbc
28/06, 00:12
deposit
+ 50,00 €
Success
I deposited and then immediately played the free spins. It was at 570 euros. Then I played it down to 521 euros and cashed out. What are you saying here??????
I'm going to play another 50 euros now and then I'm going to wait another 5 working days. All my people in the German forum are following this. What you're doing here is very bad advertising for you. I hope Casinoguru takes action.
Edited
Automatic translation:
Sensitive attachment
Sensitive attachment
5 months ago
Translation
Thomas, when you made the deposit you had to wager both the deposit and also the winnings from the spins
hahahahahaa
And the email says this:
According to our Terms and Conditions "To request a withdrawal
To be able to make a withdrawal, all players must make all deposits before
Payout must be implemented at least once."
What's going on with them? I'm at a loss for words. Instead of admitting a mistake, they keep inventing new things
Edited
Automatic translation:
Sensitive attachment
Sensitive attachment
5 months ago
Translation
they say I have to implement it before I make a cashout. Even though they canceled it themselves :) wow, I really can't believe it
I MADE 102 SPINS on 50 cents
the transaction will be processed as soon as possible.
Transaction No.
2023404543
Date
2024-07-10 16:45:34
Withdrawal fee
0.00 EUR
Amount paid out
525.00 EUR
so I made more than 100 euros wager. far more
Now we wait another 5 days until WESTCASINO comes up with something new
Edited
Automatic translation:
Public
Public
5 months ago
Hello wennertom & Petronela,
Thank you for your reply!
You made the deposit, played the spins and directly requested the withdrawal without placing any bets.
You are required to wager the deposit at least one time before you place the withdrawal request.
As the bonus you claimed was a no wagering bonus, you are not required to also wager the EUR 521.37 winnings you had from the bonus. As long as you placed bets at least of EUR 50, which is the amount you deposited, than it is fine.
All the best,
Eduard
Public
Public
5 months ago
Translation
But I requested a new withdrawal on July 4th. That was after I had bet the 50 euros. What they are saying doesn't make sense either way. And why didn't they say that on July 4th? The fact is that I haven't received any money since June 27th. Players should know that.
Conclusion: See transaction list. I played on June 28th. And made the wager. And withdrew on July 4th. This payout was cancelled. Because I didn't wager. You notice it yourself, right?
Edited
Automatic translation:
Public
Public
5 months ago
Hello wennertom & Petronela,
Thank you for your reply!
You made the deposit of EUR 50 on 27/06/2024 - 22:12:53, for which you claimed 200 Free Spins on Piranha Pays which you completed on 27/06/2024 - 22:25:22 and generated winnings of EUR 521.37 which were credited to your casino account.
You placed a withdrawal request of EUR 521 on 27/06/2024 - 22:32:02.
Between 27/06/2024 - 22:25:22 (time when you completed the free spins) and 27/06/2024 - 22:32:02 (time when you requested the withdrawal) there were no bets placed by you, therefore you haven't completed the required wager for the deposit of EUR 50.
Your withdrawal request of EUR 521, placed on 27/06/2024 - 22:32:02, was cancelled and the funds returned to your casino account balance on 04/07/2024 - 11:53:36.
You placed a new withdrawal request of EUR 521 on 04/07/2024 - 11:55:21.
Between 04/07/2024 - 11:53:36 and 04/07/2024 - 11:55:21 you placed no bets. Therefore again the deposit amount of EUR 50 was not wagered.
* Please note that the time above is stated in GMT Time.
All the best,
Eduard
Public
Public
5 months ago
Translation
Point 1: It's not about whether(!) I wagered the 50 euros, but about the timing. Never heard of anything like that. In any casino in the world.
Point 2: Why didn't you say it when you first canceled on July 4th?
Point 3: No other casino requires you to wait 5 working days, even if a withdrawal is cancelled in order to change the withdrawal method.
Point 4: Do you remember my text from more than a week ago?
-----Hello, you can see the delaying tactics used by a long-standing customer here. I hope a lot of players read this. I'll also pass this on in my German forum. Instead of saying everything straight away, the salami tactic is used.
Why did I know this before?
I have been waiting for my payment since June 27th, that's a fact. Today is July 11th!
Edited
Automatic translation:
Public
Public
5 months ago
Hello wennertom & Petronela,
Thank you for your reply!
I understand your point of view, however as a player you are responsible to respect the accepted terms and conditions of the casino.
The requirement to wager deposits at least once, which is applicable in the case where you claim a no wagering bonus or claim no bonus is an industry standard.
A withdrawal goes to several steps before processing, each step being handled by a different team. On July 04 your request was cancelled by the document verification team as you were required to submit updated documents. This is the first step in the process and your gameplay isn't screened in this step.
This system allows us to process withdrawals faster for players that have their accounts verified and updated accordingly.
All the best,
Eduard
Public
Public
5 months ago
Translation
OK, but my account is now verified and everything. Why does it take just as long as before? 5 working days
Automatic translation:
Public
Public
5 months ago
Hello wennertom & Petronela,
Thank you for your reply!
The process can take up to 5 business days. This doesn't mean it will necessarily take the 5 business days, it can be done even within a few hours - this depends on the number of requests in front of yours in the queue.
For accounts with low activity such as yours it can be expect for the process to take closer to the 5 business days. Players with high activity levels and VIP members are prioritized in the process.
All the best,
Eduard
Public
Public
5 months ago
Translation
Hello Westcasino. Thank you for your answer.
They wrote this a week ago.See above:
--Each new withdrawal request is treated individually and processed on a first come, first served basis.
If you make a new request, it will be placed at the end of the queue and the 5 business days will be calculated from that date.
AND THIS IS WHAT YOU WRITE NOW:
It can even be completed within a few hours – this depends on the number of requests ahead of yours in the queue.
For low activity accounts like yours, you can expect the process to take around 5 business days. Players with high activity levels and VIP members will be given priority in the process.
I have no words for it. Except I wait 14 days for my payout. I've been a customer of yours for years. Why don't you make me a VIP and pay me out?
Edited
Automatic translation:
Public
Public
5 months ago
Hello wennertom & Petronela,
Thank you for your reply!
VIP status in the casino is gained based on the amounts you wager in the casino over a period of time.
The date of registration doesn't matter.
If you have a low activity level, such as is the case for your account, then you will not qualify for this.
All the best,
Eduard
Public
Public
5 months ago
Translation
17 days and still no money from Westcasino. Even though I did everything Westcasino wanted in minutes😂😂😂. It's not possible
Automatic translation:
Public
Public
5 months ago
Hello wennertom & Petronela,
Thank you for your reply!
As your current withdrawal request is placed on July 10th, it means that it can be reviewed any time until July 17th at the end of the day.
Today is the 3rd business days since this request is pending.
All the best,
Eduard
Public
Public
5 months ago
Translation
I requested my withdrawal on June 27th using the withdrawal methods you provided.
Automatic translation:
Public
Public
5 months ago
Hello wennertom & Petronela,
Thank you for your reply!
Each time a withdrawal request is cancelled and you place a new one, it is treated as a completely new request and goes to the back of the queue.
The waiting time is calculated strictly for the current pending request.
All the best,
Eduard
Public
Public
5 months ago
Hello wennertom,
We would like to update you that due to Petronela, your designated resolver, being on vacation, we have opted to extend the timeline by an additional 7 days. Since Petronela has an in-depth understanding of your situation and maintains direct communication with the casino, we find this extension justified. Your patience is sincerely appreciated, and I assure you that Petronela will contact you at the earliest opportunity.
Thank you for your understanding and ongoing patience.
Best regards, Casino Guru
Public
Public
5 months ago
Translation
Money arrived today. I will close my account there because of the withdrawal time and the very bad user reviews. Thanks to casinoguru for the great help
Automatic translation:
Public
Public
5 months ago
As the problem has been successfully resolved, we will now close the complaint as ‘resolved’ in our system. Thank you very much, wennertom, for your cooperation and confirmation, and please don’t hesitate to contact our Complaint Resolution Center if you run into any issues with this or any other casino in the future. We are here to help.
Best regards,
Petronela
Casino.Guru
