Responsible Gaming Violation

I am writing to report a delay and lack of response regarding my withdrawal request from WestCasino. Below is a detailed timeline of my communications with their team:

May 14, 2024: Received an email from the account manager at WestCasino congratulating me on my winnings and reminding me to submit my documents for account verification.

June 27, 2024: Received confirmation from WestCasino's finance team that my documents were approved and my account was verified.

June 28, 2024: I inquired whether I should expect my withdrawals now that my account was verified.

July 1, 2024: Sent a follow-up email to WestCasino's finance team as I had not received any withdrawals despite the verification.

July 2, 2024: Sent another follow-up email requesting a check on my account due to no response or withdrawals received.

July 4, 2024: Sent a final follow-up email expressing frustration at the lack of response

Despite my repeated attempts to resolve this issue, I have not received my winnings of 6,931.20 EUR. I kindly request AskGamblers to assist me in resolving this matter and ensuring my withdrawals are processed without further delay.

I am trying to get this complaint online for many times

West Casino is making it impossible to verify my passport and withdraw my winnings and close my account.

The casino has rejected no short of 7 passport pictures. All taken with my new iphone (I have uploaded the best pictures for askgamblers to view). The site claimed they were 'blurry', Askgamblers can see for themselves these are in NO WORLD BLURRY. They are so clear in fact that if you try and put them into an edit program to sharpen them, the program cannot do it.

The casino has also then claimed the images have been edited and metadata changed. This is a complete lie. I have uploaded the images into a metadata checker and taken screengrabs to prove the images have not been altered and the metadata has not been changed.

West casino ignores all these facts and when I ask them to provide proof of which images are 'blurry' and provide proof the images have had their metadata altered they simply ignore me.

I really need Askgamblers to intervene and mediate here.

Submitted a withdrawal request on october 17th, I had my phone number, address, ID verified previously. But the only thing they can say is it takes up to 5 business days for the withdrawal to go through.

It has now been 8 days since I made the request and all that support can tell me is that, its coming eventually.

They have a 2000 EUR per week withdrawal limit

On the 17th I made 2 withdraw requests, 2 times 1000 euro. And then after I waited the 5 business days they suddenly cancel my withdrawal because I made two separate requests and now I have to wait again.

Never ever have experienced anything like this before that 2 withdrawals aren't allowed.

Submitted a withdrawal request on July 17th, I had my phone number, address, ID verified previously. And updated it again on the 15th. I received an email from an account manager on the 19th stating that if I would like her to move the withdrawal process along faster, I was to email her and let her know. Which I obviously did, but then she replied back that unfortunately she cant move it along any faster until I am a Diamond member of there VIP club. So it will take up to 5 business days for the withdrawal to go through.

It has now been 10 days since I made the request and all that support can tell me is that, its coming eventually.

They have a $2000 EUR per week withdraw limit and a $2000 CAD max per withdraw request.

On the 17th I made 2 withdraw requests, one for $2000 and one for $1194. And then this past week on the 25th I requested $500 and another $443.

I signed up at WestCasino to play.

I checked before what they accept as verification. Their term 5.5 (attached) state clearly driving license is accepted. this is specifically mentioned twice in that term. I only have this which is why I checked

West has said they do not accept driving licenses and seem to ignore their own terms.

I would not have signed up and deposited over 200 euros if my driving license was not listed. WestCasino has advertised to customers they accept driving licenses and if they are now trying to renegade on this they would be breaching eu consumer law and also be breaching advertising standards and agency regulations in terms of misrepresentation of sale.

I would need AskGamblers to help here as WestCasino are not behaving in line with their own terms,

I will email files separately for evidence as not working on upload.

Deniel

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

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 take about 5 weeks, which is absolutely to overthink.

Please Askgamblers, help me sort this out.

Thanks in advance