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WestCasino - Can't proceed with the withdrawal

REJECTED
Complaint Info
Disputed casino WestCasino
Reason Delayed payment
Amount $ 2500
owerlord Latvia
Posted on January 14, 2021

I made few deposits via visa card to westcasino and won, total amount on account now $1900 when I went to cashier to withdraw funds I did not found same method I used to deposit but only ecopayz, muchbetter and bank transfer, I have choosed bank transfer, when I filled all necessary bank info and press withdraw now button, I get error bic.required but there is no field where to put this bic number, asked Live chat, they say that will fix it and replay, I was waiting one day already still no answer. (I have earned enough points to get bronze VIP status which shoul give me withdrawal priority up to 24h)

owerlord Latvia
Posted on January 14, 2021

Done, thank you.

owerlord Latvia
Posted on January 14, 2021

I want to update amount it's 2500 now. Additional info: I have played not using any bonuses.

owerlord Latvia
Posted on January 15, 2021

After looking at simillar complaint from RICHYABS it looks weird for me, because he have different payment methods, I have muchbetter which I think is a scam company, after completing verification I uploaded there 25 euros (which I 99% lost) to test it and it's not possible to withdraw them back or deposit to any site (checked on 3 different sites), everytime i see same error something wrong try later, after 3 days getting this errors(no replay from support) checked reviews on trustpilot about muchbetter and was shocked how many complaints there are. muchbetter on westcasino is availabe for withdrawal without previous deposit. And second method is ecopayz which is ok for me, but it's not allowed to use on gambling sites in my jurisdiction, on westcasino available only after deposit which ecopayz don't allow me to make and last one you know is bank transfer with bic error.
I don't see Trustly which would be ok for me.

Posted on January 15, 2021

Hi there

Thanks for the feedback.

I am in contact with the finance team and the teach team, they are doing their best to get this sorted.
Looks like a very isolated bug that they found how to fix. The tech team is working on it as we speak, and as the finance team informed you, you will be contacted via email as soon as there are news.

Apologies for the inconvenience, this is not something that usually would happen.
You will be able to withdraw on your preferred withdrawal method in the shortest time possible.

We are working to get more methods for your jurisdiction, as usually we have around 10 methods per country.

Regards,
Ed Blake

owerlord Latvia
Posted on January 16, 2021

You can make manual withdrawal if you can't fix your cashier. Why I have to wait so long?

owerlord Latvia
Posted on January 18, 2021

Hello, I have noticed that you have fixed cashier, requested part of withdrawal, hope you can make it fast because it's already delayed.

Posted on January 18, 2021

Hello again,

Thank you for the update and indeed, changes were made so that the payout could be initiated by another method.

This will also be reviewed and worked on by the payments team as soon as possible and you will be updated via email.

Do have a nice day and congrats once again!

Regards,
Ed Blake

owerlord Latvia
Posted on January 18, 2021

Hello, again I have rolled back withdrawal, wanted to withdraw smaller amount, cashier not working again.

Posted on January 19, 2021

Hello,

Can you describe what the issue is when you attempt the payout?

You can also provide the details to our support team on Live Chat.

Regards,
Ed Blake

owerlord Latvia
Posted on January 19, 2021

Want to update amount again it's $550 left now, take a look at screenshot, disappeared form where to put bank details.

Posted on January 20, 2021

Hello OWERLORD,

I understood from the support team that it worked fine after some basic troubleshooting 👌

The funds will be processed by the Finance Team for you as soon as possible.

Congrats once again and have a nice day!

Regards,
Ed Blake

owerlord Latvia
Posted on January 20, 2021

Hello, yes, waiting for cashout.

owerlord Latvia
Posted on January 21, 2021

Looks ok now, exept cashier which still is not fully fixed. (it worked yesterday, today there is same issue.
Received email:
Your withdrawal of € 1000 has been approved today, 21/01/2021, and the earnings should reach your account shortly, depending on your selected withdrawal method.
Will update after receiving.

owerlord Latvia
Posted on January 24, 2021

Hello,
Withdrawal is not processed because of my mistake, I have noticed that my bank don't accept any currency exept euro, but withdrawal was sent in usd, after contacting my bank, they told me that transaction will return to sender automaticaly. (usually up to one week untill return) .
Could you check it please may be it's already returned back to your bank account?

Posted on January 26, 2021

Hello OWERLORD,

Hope you are doing fine.

Kindly get in contact with the Finance Team by providing a copy of the bank statement so that they can check further with the payment processor in charge.

They will keep you updated as well via email.

Regards,
Ed Blake

owerlord Latvia
Posted on January 26, 2021

Hello, Ed Blake
Sent requested bank statement to Finance Team.

AskGamblers
Posted on January 30, 2021

Dear WestCasino,

Please let us know if there are any updates regarding this ongoing complaint. Please note that, in case you fail to respond within the given timeframe, we will consider your case unresolved and it will be closed accordingly.

Thanks in advance for your cooperation.

owerlord Latvia
Posted on January 30, 2021

Withdrawal has been approved on 28/01/2021, will update after receiving funds to my bank account.

Posted on February 1, 2021

Hello

The withdrawal was paid from our side on the 28th of January.
Let us know if you need any more help.

Regards,
Ed

owerlord Latvia
Posted on February 1, 2021

Hello
Still waiting for funds. Will replay after receiving. (may be something wrong again, usually it take 1-2 working days for bank transfer)

Posted on February 4, 2021

Dear @AskGamblers Team,

We consider the complaint solved as the troubles for the player were to request a withdrawal. Player requested a withdrawal and we proceeded with the payment a few times, yet his bank did not accept the transaction. There are other withdrawal methods for players from Latvia and we recommend EcoPayz and MuchBetter as alternatives. The core issues regarding the complaint are because the user selected USD as a currency instead of EUR, which would have been the good choice in this case.

@OWERLORD,
Please keep in touch with the finance team as they will help you get your winnings, as all our players.
The finance team will be in contact with you constantly, so please reply to their emails, since I am unable to do anything else than discuss with the finance team. However they have always been in contact with you to get it sorted and going on this complaint back and forth is not helping us speed things up.

Regards,
Ed Blake

owerlord Latvia
Posted on February 4, 2021

It's not resolved, I have requested new withdrawal, to another bank account which accept any currency including usd, as I see from email nd transaction history you have processed withdrawal 27.01.2021 (in transaction history) or 28.01.2021 (in email), not sure which date is correct, but I did not received funds yet, it never take so long before, I have emailed to financial team and requested SWIFT copy for my bank to check why I still did not received funds, but they still did not replayed to my email.

owerlord Latvia
Posted on February 4, 2021

I have contacted my bank, it say to ask sender to sent SWIFT copy to check transaction, but west casino don't wish to provide it, may be they did not sent funds at all and just wasting our time. about other payment methods you have to check them before recommending. Ecopayz don't allow to use it in my jurisdiction on gambling sites. Muchbetter have hundreds of complaints as scam company.

owerlord Latvia
Posted on February 4, 2021

West casino Finance team ignored my request to provide SWIFT copy and asked me to send bank statement as proof of non-receipt of payout. (I have sent it to their email).

owerlord Latvia
Posted on February 4, 2021

Withdrawal was canceled again due to a currency/ country mismatch, no swift copy was provided, aked live chat, change account currency is not possible. They offer me to deposit again with new method and request new withdrawal. But the problem is that I don't want to deposit to this casino anymore, I want to use same method I used to deposit or I can accept manual withdrawal to skrill or ecopayz. or you can convert withdrawal amount to euro and process it via bank transfer.

owerlord Latvia
Posted on February 8, 2021

Amount is lost, can close this case, lost because it was not possible to withdraw, to bank account they did not even tried to send. (asked many times for swift copy), closing this scam account, never get so much negative before.

AskGamblers
Posted on February 8, 2021

Dear @owerlord,

Following a careful review and consideration of your case, the AskGamblers Complaint Team reached the conclusion that, unfortunately, your complaint is not compliant with the AGCCS Guidelines, section Balance played off while waiting to be paid and, therefore, is being rejected. Please keep in mind that following all AGCCS Guidelines is mandatory.

Please keep in mind that while we could understand your frustration and disappointment of probably not being paid within the time frame specified by the operator, it is up to you to refrain from playing until the processing of your payment is being finalized accordingly. Instead, you kept playing and lost your balance subsequently which means that unfortunately, you will also lost the validity of you claim against the operator which led to rejection of the complaint.

And while we understand this might not be the outcome expected by the complainant, we would like to remind that in case of 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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