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WestCasino - 5 days and still pending and no communication

RESOLVED
Complaint Info
Disputed casino WestCasino
Reason Delayed payment
DC5001 Sweden
Posted on August 16, 2021

Hello,

I would like too submit a complaint, first I really like this site. Great promotions and chat support is excellent I have been playing here for a while, but the withdraw process i terrible. 48 hours is not corret I have been waiting for my withdraw for 5 days now. I was told my account is fully verifed and I use trustly the fastest method and still nothing.
They have also stoped responding to my mail, awful.

AskGamblers
Posted on August 16, 2021

Dear @DC5001,

The AskGamblers Complaint Team is kindly asking you to update your complaint accordingly and clarify the total amount of the disputed withdrawal request/s.

Please keep in mind that, as per the AGCCS Guidelines, providing updates in a timely manner is a must.

Thanks for cooperating with the AskGamblers Complaint Team.

DC5001 Sweden
Posted on August 17, 2021

Hello,

Its 2000euro and it's been 7days now the 10/8 was the withdraw. Still nothing.

Posted on August 17, 2021

Hello DC5001,

First of all, congrats on the nice winnings! I have checked with all relevant departments/ persons and they did all they could to get the payment approved for you.

Usually certain withdrawals might take longer to be processed as they need to go through enhanced checks before being approved. With yours being one of them; due to the fact that the payment team tried to obtain further approval due to our casino's terms & conditions breach observed during your game session while the bonus was active.

While they could not eventually get this payment approved, I want you to know that they would have liked to make an exception for you.

I hope that you continue to have some excellent luck on your side and win even more next time around.

Stay safe and best wishes,
Ed Blake

DC5001 Sweden
Posted on August 17, 2021

Close my account on this site and send me back my money. This is a crimal organisation, I advice everybody to stay away.

There is no justifaction for this as I have checked the gaming logs, This is absolute nonsense I took a bonus of a silly 6 euro. I rolled over the bonus as I played for 1 euro over 300 times. 7 days for this reply, I dont understand how you can have a license.

DC5001 Sweden
Posted on August 17, 2021

I have closed my account, askG could I ask of you too review this? I check the logs and I played for 1 euro over 300 euro 6 euro x 35 is 210 I know I rolled over this silly bonus This casino is talking nonsense.

What absolute lies.

DC5001 Sweden
Posted on August 17, 2021

The game specifally that I played for 1 euro is called black Mamba.

Posted on August 19, 2021

Hello DC5001,

I understand the Finance Team sent you the relevant information regarding the reason for the voiding.

If you need further clarifications, I am sure they will clear it up for you since there must have been a valid reason backed up with proof.

Have a nice day!

Regards,
Ed

DC5001 Sweden
Posted on August 20, 2021

I have recived nothing, they just told me that I made bets up too 3,75. And I made these bets after rolling the bonus. This is why I want askG too review this since looking at your other complaits this seem too be your way of voiding wins. Send your so called proof too them.

AskGamblers
Posted on August 20, 2021

Dear WestCasino,

The AskGamblers Complaint Team is kindly asking you to provide a detailed explanation of the issue along with all the relevant facts and information that could support your accusations towards the player. Please make sure to state all the relevant casino and/or promotional terms that you believe have been breached by the player, if any. Please send required information to suppor­[email protected]­skg­amb­ler­s.com directly.

Please note that according to the AGCCS Terms, we consider all the information presented during the course of our complaint process confidential and as such it will not be shared with third parties.

Please be in aware that, in case you fail to respond and/or provide requested information within the given timeframe, the complaint will be closed as unresolved.

Thank you in advance.

Posted on August 23, 2021

Hello AskGamblers Team,

The required detailed explanation for the voiding has been sent via email as requested.

Regards,
Ed Blake

AskGamblers
Posted on August 27, 2021

Dear all,

Kindly note that the AskGamblers Complaint Team requested and is still awaiting additional information from the WestCasino team.

Should the operator fail to provide such an update within the specified timeframes, the case shall be considered unresolved and will be closed accordingly.

DC5001 Sweden
Posted on August 27, 2021

Incredible that the still have not provided sufficent evidence for this, I am wondering now what the sent too askgamblers.

AskG i would like to have a copy of whatever the sent too you please, alse note that according to Ed Blake their financial team tried to get my withdraw approved. Funny that the could not manage it seems that the financial team word is not always final. I have no hope in getting this money, I just want a fair review of this and askG should have a system in place and flag this casino look at the amount complaints they have this is the way the void winnigs. People write about the same problem that I am having at Trustpilot. I advice everybody that is reading this to look them up at trustpilot.

Posted on August 27, 2021

Dear AskGamblers Team,

Additional proof has been sent as requested via email.

As we've explained, the player breached this part of Terms & Conditions:

17. The maximum bet allowed when playing with any type of bonus still active in your account has to be less than 20% of the value of the bonus credited and must not exceed 10 EUR....

There were bets of 3.75 as well as 7.5 EUR on the game Crazy cows when the bonus of EUR 6.75 was active on his account. These bets, of course, are more than the value allowed with the bonus still being active on the account.

I am available for any further clarifications needed.

Regards,
Ed Blake

DC5001 Sweden
Posted on August 27, 2021

Yes, I made these bets.
But these bets were placed after the rollover, I played the game Black Mamba as explained earlier for over 300 euros. The bonus was covered before moving on, could you explain to me why your financial team wanted to approve the withdraw if a breach was made?

AskGamblers
Posted on August 27, 2021

Dear all,

Following a careful review and consideration of all the information, details and/or proof presented by the parties during the complaint process, the AskGamblers Complaint Team reached the conclusion that WestCasino management acted in accordance with their Terms and Conditions.

Based on the abovementioned information, the AskGamblers Complaint Team considers this case resolved and it is now officially closed. While we understand this might not be the outcome expected by the complainant, we would like to remind you that, in case of a disagreement with our decision, further assistance on the matter could be requested from the relevant regulatory body and/or appointed ADR entity.

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