Wild West Wins Casino - Player is dissatisfied with the deposit and withdrawal fees in the casino.

They charge to deposit then charge to withdraw any winnings. Customer service take at east 72 hours to respond to any requests. Withdrawals are complicated. Trustpilot reviews are all 1 star reviews. Casino Guru recommended this! Very poor, Casino Guru.

The main complaint is that I have a hyphenated surname. When I try to upload my ID documents, the system will not allow me to upload anything, as it states that the format of my surname is incorrect. This is preventing the withdrawal of my winnings.

Dear harfordlyons,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with Wild West Wins Casino.

I checked the casino website and found the section on transaction fees in the casino terms&conditions, Banking Policy section:

https://www.wildwestwins.com/terms-and-conditions

Banking Policy

Pay by Mobile. Deposits of £5, £10 and £20 via Pay by Mobile incur a £2.50 transaction fee.

All withdrawals are subject to a £2.50 transaction fee. For example, if you withdraw £100 you will receive £97.50.

Please understand the fact the casino can ask for transaction fees, which we don't consider unfair under normal circumstances. Please check our article about how we rate casinos on our website:

https://casino.guru/our-casino-reviews

Please let me know if there is anything else I might assist you with.

Best regards,

Tomas

Yes, the fees are made clear and while you may think they are fair, I do not. However, the main point of my complaint is that replies take way too long and becoming verified is extremely difficult, or in my case impossible. I have a hyphenated surname. When I try to upload the ID verification document, their system tells me that my surname is in an invalid format and will not let me proceed. All over their site it states that the only way to verify ID is by using the secure link on their website but my hyphenated surname prevents this. I have e-mailed them asking for help but have still not received a response 3 days later. Meanwhile, that money that is rightly mine is making them interest instead of being in my bank making me interest. Get the picture now?

I have finally been able to request a withdrawal after using Resolver to raise my complaint. There is a manual workaround which involved e-mailing them a copy of my passport. To be fair to them it was resolved within 48 hours once I had sent my details over but it is still over a week since I won and the winnings are still not in my bank account. The vast majoity of gaming sites not owned by Jumpman Gaming have a way faster withdrawal time and considering technology is available to send your winnings immediately, it feels like the £2.50 fee to withdraw is very expensive. I will be avoiding them in future. Thank you for your help and advice!

Thanks for the update.

I am glad you were able to complete account verification and request a withdrawal. Please let me know when the money reaches you or if you need any further assistance.

Dear harfordlyons,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

This is now resolved by Resolver! The money has finally hit my account, 2 weeks after it was requested.

Dear harfordlyons,

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