I have been trying to get in touch with WestCasino regarding a legal issue about their operator in my country of residence since December 11, 2022. Hence, I contacted them via e-mail on December 11 and 19 with my initial request. Since I did not get a response whatsoever, I sent follow-ups reminding them about my writings on December 20 and January 9 2023.
Please find proof of my e-mails attached to this writing. In the meantime, I got in touch with their live-chat several times, as I simply did not hear anything at all from their e-mail support. There, I was told, "Live-Chat support and e-mail support are to different departments and both cannot access each other's data." Hence, they could not tell me if they received any of my e-mails or were processing them. However, I was told multiple times I would receive an answer "soon".
Since that had not happened after one month, I decided to bring in my lawyer. Therefore, I needed my official transaction history on their Casino. On January 14, I contacted the operator again, asking for said transaction history. This time, after two days, I was told to contact their DPO - which I did. I have not heard from them since January 16.
On January 31 I resent my initial request with more detailed information. On February 3, I reminded them about my e-mail and asked for a confirmation of receipt. I have not heard from WestCasino since then.
I gave the operator the benefit of the doubt for some time. However, I have been waiting for almost two months now and have not heard anything at all (!) regarding my request. I would love to solve this issue through my lawyer, though I also do not get any responses from the operator's DPO.
WestCasino simply seems to be intentionally ignoring my request for whatever reason, as my e-mails clearly come through - since they responded to my request about my transaction history within two days. I had also thought that perhaps my e-mails did not come through, however, my e-mail provider always informs me within seven days if such a thing happened.
With this public complaint, I would like to utter my discontent about the way the operator is handling this issue. I would like to specifically point out that this complaint does not regard the legal issue behind my initial complaint (I will either try to find a solution with the operator itself or resolve the entire matter in court), but the way the support team simply ignores any of my e-mails. I understand requests sometimes can take longer to process, however having to wait almost two months without hearing anything really goes beyond anything I have seen before.
I am hopeful this complaint will encourage the operator to finally get in touch and find a timely solution to my request.
Kind regards
S
