WestCasino

WestCasino - Repeated cancelled withdrawal requests claiming tech issues

€1329

On the 14th of August 24 I submitted a withdrawal, on the 22nd of August I received an email stating there was a technical issue and I had to resubmit my withdrawal request. This has been and ongoing theme since, every week I get the same email from their finance team stating there has been a technical issue and asking me to resubmit my withdrawal and they say it will be processed asap. When I ask for a time frame from them I never get a reply. Their support team will on ever say that "it will be processed asap"
I would expect that they would this be treated with a bit more urgency given that it is now my fourth withdrawal request and it has been over 4 weeks.

WestCasino - Westcasino 7000 euro no responds

$1851

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

Rejected

€6931.2

WestCasino - They have not processed my withdrawal since June 27th

My account is fully verified. An uptodate proof of address was verified mid June.

My withdrawal however has been pending since the 27th of June. Their terms state MAX 5 days. I have sent numerous emails (evidence attached) but get no response?

I'm hoping having Askgamblers intervene and mediate will help resolve the situation.

Thank you

WestCasino - West Casino making KYC impossible and making provably false claims about metadata being changed on passport pictures

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.

Rejected

€350

WestCasino - Delaying the withdrawal and then returning the funds

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.

WestCasino - Delaying Payments in July

€20000

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.

WestCasino - WestCasino refusing document they list in their terms

$4137

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

Rejected

WestCasino - Operator deliberately ignoring emails

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

WestCasino - CAD$4103 have not been paid

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

$4103

Complaint Statistics

Resolved 38

Avg. Amount $ 2,258

Avg. Complaint Duration 7 days

Avg. Response Time 1 day

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Player rating

5.4/10 ● 71 reviews

Top reviews from our players

Vincep133bet

3/10

Great game selection and user interface which makes it easy for players to return and be loyal to this casino. Live support is quick to respond witch is always a +

I’m yet to experience a withdrawal from this casino, it is now more than 48 hours and my withdrawal is still pending approval, all documents are already verified, longest process I’ve seen to date. Life support just keeps saying it’s under review and will be completed shortly, almost going on day 3 now.

Hello VINCEP133BET, Hope you're doing fine! I checked and could see that the withdrawal has been processed already. Congratulations on the win! It might be normal for additional checks to be done on first payouts, as well as dependent on work schedule over the weekend but you can be sure you will always have your winnings with you in no time. Best of luck as you play and stay safe! Regards, Sarah P.

WestCasino 4 years ago

lusun

2/10

We sent a letter for your birthday where it is clearly written in black and white - 10 free spins without a deposit, and in the chat they said-we do not have any bonuses for you without a deposit. Gorgeous. Thanks. We were pleased. Either they deliberately send out fake information, luring players, or they do not know how to work and therefore they receive offers that do not exist in reality. In any case, this is bad.

Hi Lusun, Happy birthday in arrears! Hope you had a great one. From what I checked, the birthday bonus was received from Live Chat on the 12th, the day the email was sent to you. Perhaps you were referring to a different promotion that required some screening before being issued. Our promotions are genuine and transparent, and if for any reason a particular one could not be claimed, you would be informed as to why. I wish you a nice day. Best Regards, Ed Blake

WestCasino 4 years ago

epmoonlover

5/10

I really enjoy the selection of games here and the chat team is all super friendly! They offer pretty good no wager spins which is what keeps me going back.

I find myself regretting each time I play as even after verification etc my withdrawal is never approved in 24 hours and now have over 5000 sitting in my player account. Have been waiting for my withdrawal to be approved for 36 hours already and was made early in a weekday. Chat always responds weekends are slower or tell me that it is coming very soon but no real indication as to what can possibly be taking this long to approve when verification is complete. Also now with such a low weekly withdrawal limit it looks as though over 2 weeks I'm allowed to request the withdrawal of 2000 per week even though my account is not new. So looking like 3 weeks to receive all my winnings?! Never heard of this.
I play regularly at many casinos and never have had this much run around in order to get my withdrawal. But I keep being drawn to the no wager spins which I enjoy! If withdrawal was faster and limits were raised I would continue to play here but the frustration in not feeling heard in my request to receive my funds more quickly leave me wanting to avoid this site completely in the future with it being the odd Casino out in 2020 with withdrawal timeliness.

Hi EPMOONLOVER, Glad to hear you're having a great time here! From what I can see, the withdrawal was paid, big congrats on the winnings too! I had a short discussion with the payment team and it seemed they needed to hold off a bit for an unscheduled maintenance from the Vendor's side to be completed first. This way, the funds would be remitted to you without any issues. As for the limit, this is something temporary and you should be able to make another payout request soon. I wish you more luck as you play. Regards, Ed Blake

WestCasino 4 years ago

martijn_assk

6/10

The speed of a withdrawal is fine, it didn't take for too long and was made in 24 hours, even with such amount as 300$, in other casinos in took me ages to withdraw.

The range of games is a minus and their speed also is not fine. Maybe the problem was in a provider, but they were not able to tell exactly, so I had to wait, just in order to play.

Hello MARTIJN_ASSK, Thank you for your review. We currently have over 2000 games running and the availability of a game rests on the provider if they offer their games in your country. We can always let you know which ones are available for you, right now most countries registered with us can access most of the providers, especially the best ones. Wishing you a nice day. Best Regards, Ed Blake

WestCasino 4 years ago

Ruggiero

8/10

I Like this casino, and ill be back again for sure, nice promotions, a lot of games that I like, very nice layout, very good chat which is very helpful, if the payouts were faster I would give 10 stars.

Withdraw are terrible, I have veryfied account and I withdraw money by 26 monday and still pending, I never ever wait for withdraw in other casino over 3 days via ecopayz.

Hello Ruggiero, Your review of West is much appreciated and we would love to see you back, especially after such a very lucky start with us! Usually the first payment takes a little bit of time to be processed, subsequent ones are done pretty fast as you will come to experience. There might also be slight delays depending on the payment team's weekend schedule however, all our players are top priority for them and all requests are handled as at when due. Hoping to see you play again soon and stay safe! Regards, Ed Blake

WestCasino 5 years ago

JKVLD

6/10

good amount of gaming selection and nice lay-out. Also the live chat service is very kindly. The option to deposit are okay and also the withdraw options are okay for me, if they work? I dunno..

The withdraw time is terrible. Its just awful. Im waiting for 5 days now while everything is completing with my account and I have several times asked the live chat where my money is.

Hello JKVLD, Hope you are doing fine. Thank you for your review and congrats on your winnings. I checked with the Finance Team and I have been assured that the funds will be with you as soon as possible. They know to make this a priority, from my discussion with them earlier on today, before i could get around to giving you an update here. Usually depending on the volume of work, payments are made quickly however, these are hard times considering the current global situation and I understand they may need helping hands sometimes. Feel free to keep me updated, but it should be sorted by now and for anything that arises, my team an I are here to help you. Stay safe and healthy! Regards, Ed Blake

WestCasino 5 years ago

Boldhead

8/10

Good selection of games. Got some very good bonuses. Got a lot of wager free spins at welcome, and they had a summer card promo just last week which ended with 30 wager free spins on berryburst for 50. When opening them they were 1 euro free spins instead of the expected 10 cents. Well, haven't seen that at any casino yet. Very good. Plan on playing here a lot more.

The site can use an upgrade, and the withdrawal times, which they state as fast, arent really fast. Withdrawals keep pending for a couple of days which in my opinion is not really necessary.

Hello Boldhead, Thank you for your review! First off, my initial response was somehow not updated successfully so I have to add it again. The payments were made from what I could see, there was a slight delay with them due to the frequent roll backs but it's all good now and should stay this way as well. If you could elaborate on what you would like to have implemented, I would be glad to pass it on to upper management. Our support heroes are also available to take down any feedback you have for us. As well, we are constantly in the process of making the site navigation seamless and easy and there's definitely more to be experienced. Do have a nice day. Regards, Ed Blake

WestCasino 5 years ago

Saihaloode

1/10

They have a good selection of games. Monopoly live amongst them.
Nice website layout.
The games seemed hopeful and fair.
Accepts Revolut as a payment method, while not many sites do.

Slow support. Support changes mind from time to time. The cool off period does not allow you to withdraw funds as you get locked out of the site. Withdraws are only 2000 euros per week. If you go on cool off period your funds are frozen inside the locked account. Bonus TC are very strict and confusing to people that haven't studied law.

Hello SAIHALOODE, Hope you are doing fine and thank you for your review. I have gone over the chats you have had with the support team and I would say the time frame was commendable as each conversation was attended to within a very short period, with them providing only the information they have access to. The cool off period was applied on your end, and of your choosing which in turn, works like a temporary closure and would prevent login. Funds will not be accessible during this period to the user of course, but the choice can be made to remove the cool off. The withdrawal limits are only applicable to newly registered players and can be worked on based on approval from management, with each player's activity placed in consideration, even if relatively considered as new to the casino. As for the bonus terms, we have made them as fair, easy to access, direct and clear-cut as possible for those choosing to not play with their funds only. If there would be any clarification needed, please feel free to contact our support heroes on chat about this and they will assist. Have a good day and stay safe. Regards, Ed Blake

WestCasino 5 years ago

Marijn

10/10

I love that staff is really friendly, never left support without having my problem solved, also they always give customized bonuses, and I might actually say they are pretty amazing, they always gave me good deals.

Hi MARIJN, Glad to hear you're having a great time at West! It's been a pleasure to have you here and we surely appreciate the feedback. We have more bonus deals coming out this week, keep an eye on your email 😉 Stay safe and healthy! Regards, Ed Blake

WestCasino 5 years ago

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