WestCasino - Withdrawal of player's winnings has been delayed.

Hello, I played at West Casino on January 22nd, 2023 and won CAD$4103.

Since then I've been waiting for my payment.

My account is fully verified as I have already made a previous withdrawal at the casino and have already gone through my KYC procedures.

After repeated requests in the live chat or via email, I got the message yesterday that there were difficulties with the payment from ecopayz.

I was asked to pay out via crypto and if I follow up, my payout will be taken care of immediately on the same day.

So I decide to make a minimum deposit of $100 + crypto fees. Furthermore, I was also allowed to convert the deposit 1x. Which is questionable, since the casino has difficulties in making the payout and not otherwise players fault.

I waited the day yesterday for the payment that was promised to be paid out, just like today, that's not the case. West Casino stalled me several times and made promises that weren't kept.

As well they having an 2k$ limit per week cash out, which means.. in order to receive the total amount will takes already 3 weeks 2k+2k+103 now nearly the 2nd week is coming and i did not received anything. which means that the whole cash out, if! will takes abt 5 weeks,which is absolutely to overthink.

Please Casino guru, help me sort this out.

Thanks in advance

Dear candyandyz91,

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 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, we will intervene and do our best to help you.
Thank you in advance for your patience and understanding.

Best regards,
Complaints Resolution Center

Dear candyandyz91,

Have you received your withdrawal from the casino yet?

Hello, i did not get the winnings yet. They are telling me that it has something to do with my jurisdictions. Which is not correct, as you can see that i have received cash outs of other merchants/casinos within the last couple days, i contacted as well ecopayz, ecopayz confirmed there arent any restrictions on my account as well for my jurisdictions.

The casino just dont wanna cash out my winnings via ecopayz, i kindly asked them multiple times to provide me with an error mssg they get when sending the winnings via ecopayz (something must been shown)

or where they get the information from that my jurisdictions isnt available.

Speaken to ecopayz live support, this is false and incorrect what the casino is trying to tell me.

Have a nice day

Hello Kristina & candyandyz91,

I have checked and the player has withdrawn the funds, using the withdrawal method suggested by the casino - Interac.

Both his withdrawal requests were processed and paid by the casino on February 06, 2023.

All the best,

Eduard

Hello, i can confirm that i received 2 pay outs. Currently waiting for the rest of it.

Will update abt this case, once the total amount has been pay out to my account.

Thanks in advance.

Hello Kristina & candyandyz91,

From what I see all your pending withdrawal requests were processed and paid. There aren't any other pending requests at the moment.

If you wish to withdraw more from your balance you need to place a new request once the weekly limit will reset.

All the best,

Eduard

Hello, thats right. There is this weekly limit of 3194$.

Looking forward to see the rest after the weekly limit.

Ill confirm once received the total amount.

All the best

Hello everyone,

Thank you both for your replies.

candyandyz91, please keep us updated and let us know when you receive the last payment. Thank you in advance.

Hello Kristina & candyandyz91,

I have checked and, so far, the player hasn't placed any new withdrawal request.

All the best,

Eduard

Hello good day, i have not received the email from interac to deposit the money to my bank account.

I have only received the password, but ill need as well the email to deposit the money into my bank...

I have contacted ystdy the live chat of the west casino, they told me to write an email to the casino, so i wrote them an email ystdy. Until today i have not received any answer.

The email i wrote ystdy on by...

"Hi,

I received a password for the e-transfers days ago. However, i haven’t received the e-transfer email for me to deposit into my bank account, how can we expedite this process by resending me the e-transfer email?

Thanks"

Have a nice day

Hello candyandyz91,

Thank you for your reply!

I have checked and there is no email from you received on our support address.

You are referring to the 2 withdrawals which have already been paid to you and which you confirmed that they were received?

I see that you haven't requested any other withdrawal and the remaining funds are still in your casino account balance.

All the best,

Eduard

Please give me the correct email address. thanks.

Right, i have not requested the last one, as i have not even get the first 2 of the payments.

As mentioned above ill need the email to deposit the money from interac to my account.

As i mentioned, i received the password and the request, but im still waiting to get the email to deposit the money into my bank... i can send you as well an screenshot of this.

then the 2nd part will be usually to send another email, to deposit the money.

3rd part will be another email which provides the password to deposit the money from interac to bank account.

the 2nd part is still missing, so its impossible for me to take the money out until i did not receive the 2nd email.

Please double check this information.

Thank you

on by im sending which email is missing

Hello candyandyz91,

Thank you for your reply!

You will need to get in touch with Interac support if you are missing any of the emails from them.

For any support inquiries in our casino please use support@westcasino.com .

All the best,

Eduard

Hello Kristina & candyandyz91,

The player hasn't contacted us further regarding the previously paid withdrawals.

However, today, he requested a withdrawal of the remaining balance which was paid earlier to him.

All the best,

Eduard

Hello,

I can confirm everything has been solved with interac team, i could receive my first 2 payments and today i requested an 3rd and last cash out.

The west casino has already approved the cash out, now waiting for interac to send me the needed details.

First of all i want to thank Casino Guru for helping out at this case, as well for the West casino.

Please in future if possible to avoid those kind of issues, write it out that ecopayz cash outs on ur end are not working ONLY Deposit with ecopayz.

That would made it easier for sure.

All the best to everyone,

This can be closed.

Nice weekend ahead.

Dear candyandyz91,

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 any issues with this or any other casino in the future. We are here to help.

Best regards,

Kristina

Casino.Guru