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WestCasino - Operator deliberately ignoring emails

RESUELTA

Información sobre las quejas

Casino en conflicto

WestCasino

Motivo

Otro
Publicado el 7 de febrero de 2023

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

AskGamblers
Publicado el 7 de febrero de 2023

Dear @Ovinolol,

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

Publicado el 7 de febrero de 2023

Dear AskGamblers,

this matter does not directly concern any payments, as it is more about the fact that WestCasino deliberately ignores my e-mails than the initial request that I want to contact WestCasino about. I would give you a total amount regarding the payments, yet I still have not received an answer from their DPO and hence cannot give you the exact amount.

Anyway, I am hopeful this public complaint will finally spur WestCasino to take up my case and resolve it in a timely matter, as I have been waiting for almost two months now.


Kind regards

Publicado el 8 de febrero de 2023

Hello OVINOLOL & Ask Gamblers Team,

Greetings from WestCasino!

I have checked and the account linked to the information you provided has been permanently closed for more than 2 years now.

From the screenshots provided I can see that you requested information regarding the transactions made to our casino, for which you were instructed to contact our data protection officer with a formal request.

Please send your request to the data protection officer.

All the best,
Eduard

Publicado el 8 de febrero de 2023

Dear Eduard,

thank you for your reply.

Please be informed that this complaint does not concern my request to your DPO. I contacted them via e-mail on January 16 and have not heard from them, unfortunately.

However, this thread concerns my e-mails dated December 11 and December 18 2022 and also January 31 2023 to which I am yet to receive a response. Please find said e-mails in my initially attached screenshots.

Publicado el 8 de febrero de 2023

Hello OVINOLOL & Ask Gamblers Team,

Greetings from WestCasino!

It may take some time to receive the requested information from the data protection officer, given that your account has been locked more than 2 years ago.

Regarding your second screenshot, I can't find this email being received by the casino.

As your account is permanently closed you aren't able to use our service.

All the best,
Eduard

Publicado el 8 de febrero de 2023

Dear Eduard,

thank you for your reply.

Thanks for once again clarifying that my account is closed. I am very much aware of that, as said closure was initiated from my side. Please be once again informed this complaint does not concern me having to wait for my transaction history. As already made clear multiple times now, I contacted your DPO on January 16 and I am aware that such matters can take some time.

My complaint concerns aforementioned writings I mentioned in my last writings. It just seems too convenient to say you did not receive them. I sent them thrice in total and all of them went through from my side. It is also highly unlikely that you did not receive any of my e-mails at all, as you replied to my request regarding my transaction history on January 16 (please see attached screenshots). Only my requests regarding "Refund and Account deletion" remain unanswered. I also don't see how my account closure would impact me being able to send you support requests.

Just to clarify it publicly, once and for all: I tried contacting the operator thrice, informing them that their operation in my country of residence was (and still is) illegal due to local laws. I was mislead and was under the impression I was allowed to use their service without any impediments. I have no intention whatsoever to use their service again and this public complaint's intention was and still is solely to spur WestCasino to finally get back to my request.

I still remain hopeful for a quick resolution to my case. If necessary, I will send my request for a fourth time.

Publicado el 8 de febrero de 2023

Hello OVINOLOL,

Thank you for your response.

I have checked again and the message you are showing in the second screenshot wasn't received by the casino.

Regarding the requests you mentioned, the account is already permanently locked for more than 2 years and there was no balance remaining on the account when it was closed.

All the best,
Eduard

Publicado el 8 de febrero de 2023

Dear Eduard,

thank you for your reply.

Could you please confirm whether or not you received my e-mail from January 31 2023?

Thank you for once again clarifying that my account is closed (honestly, I have no idea why you keep doing that, as it has nothing to do with my request). My request also does not concern any balance, but rather the payments made between me and you. However, I would rather discuss my request with you via e-mail before bringing in my lawyer.

I am confident your support team will be able to find my e-mails and finally respond to them in a timely manner.

Publicado el 8 de febrero de 2023

Hello OVINOLOL,

Thank you for your response.

The last correspondence received from your email is from January 30, 2023 and it was answered by our support team.

If I understand correctly you are looking to request a refund for deposits which you made and lost in the casino. This isn't possible as the casino doesn't offer refunds for amounts that have been used to place bets and lost.


All the best,
Eduard

Publicado el 8 de febrero de 2023

Hi Eduard,

thank you for your reply.

It appears rather weird you are getting only e-mails that do not concern my initial request. Anyway, I just resent it for a fourth time. Could you please confirm whether or not you received it this time?

Otherwise I will just have to resort resolving this issue in court, as getting in touch with you before filing a lawsuit seems to be next to impossible, as you simply "did not receive" any of my important messages. This is, I think, rather tiresome and other Casinos I contacted about a similar matter handled it way smoother.

I will give you one last chance with this writing to finally get back to me. Otherwise I will have my lawyer resolve this issue, as this entire proceeding is unbearably arduous.

Regarding your second statement, I would once again like to refer to my request per e-mail, within which you will find a detailed explanation.

WestCasino Quejas

  • 9 de 9 Resuelta
  • 19 horas Promedio de respuestas
  • 1 semana Duración media de la queja
  • 3,677 USD Importe medio

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