Reclamação #1 West Casino

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

Por masonjones88

há 2 anos

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.

Cassino em disputa West Casino

Motivo Pagamento atrasado

Valor €350

Discussão

AskGamblers

• Support Team

há 1 ano

Dear @masonjones88,

The AskGamblers Complaint Team is kindly asking you to update your complaint in a timely manner and confirm if you have submitted an official complaint with the Regulatory Body (ADR)

Please keep in mind that as per the AGCCS Terms and Guidelines which you accepted upon registering and using our complaints system, you are obliged to provide the necessary level of assistance and cooperation during the process. Should you refuse, or fail to update your complaint in a timely manner, we will have no other choice but to reject the case and recommend you to forward it to the relevant regulatory body.

Thanks for your cooperation.

West Casino

• Representative

há 1 ano

Hello AskGamblers Team,

We have not been notified of any legal action opened by the player against our company up to this point.

The player has not opened any other complaints with eCogra or our regulator, other then the initial ones which were rejected and for which proof was submitted.

The player has a contractual relation with our company based in Malta, therefore any such action should be placed directly to a Maltese court.

Should the player choose this course of action, we completely understand and we will of course provide the court with all the evidence for this case.

Unfortunately without cooperation from the player we are unable to proceed further with the verification.

All the best,
Eduard

masonjones88

há 1 ano

You already have all of this evidenced emailed.

A complaint was submitted to ECOGRA. West Casino then deliberately delayed providing a deadlock letter until they were forced to via Casinoguru. When they provided one this was sent to ECOGRA along with the court judgement.

Gladiators Holding NV (Goldwin Casino) and West Casino (Goldwin Ltd) currently have an outstanding court judgement against them.

AskGamblers

• Support Team

há 1 ano

Dear @masonjones88,

Please let us know if you have submitted an official complaint in front of Regulatory body.

Kindly note that as per the AGCCS Terms and Guidelines which you accepted upon registering and using our complaints system, you are obliged to provide the necessary level of assistance and cooperation during the process and providing updates in a timely manner is a must.

Should you fail to update your complaint within the specified timeframes, we will have no other choice but to reject the case and recommend you to forward it to the relevant regulatory body instead.

Thanks in advance for your cooperation.

Raio-X do West Casino

Resolvido 3 / 3

Valor médio $864

Duração média da reclamação N/A

Resposta média N/A

West Casino Reclamações

Veja todas as reclamações deste cassino

WestCasino - Casino not verifying account

On 8.9.2024, I had 1329€ after wagering a bonus, I withdrew the money and started verifying my account. I then uploaded a picture of my ID card to the site on the same day. On 16.9, they sent me an email (screenshot) saying that my withdrawal has been placed back in my balance, as I had sent them a "blurry" image of my ID, and hadn't send them an official bank statement yet. I then uploaded a bank statement, and new pictures of my ID card on 17.9.

As I hadn't heard anything from them, I contacted them through live chat on 31.9, and asked what is the hold up, since the verification of the documents should take only 1-3 days, as their site says. The live chat operative told me that they "trust" that the verification team is going to contact me once they are done with the verification, nothing else.

On 1.10 I again asked what is the hold up, and told them I'd contact AskGamblers on the following friday if my account hasn't been verified and money withdrawn because my verification is being held up for no reason.

On 4.10, they sent an email (screenshot) saying that, again, the pictures of my ID card are blurry (none of the pictures were blurry, other sites had accepted them without a problem). I humored them and sent them new pictures of my ID cards for the third time. I sent the pictures on 4.10, and waited again, and as I received no response I decided to contact the customer support through email on 10.10 (screenshot), and they told me that the documents I send have to be valid and that the finance team will check it "as soon as they can".

It's been 4 days since that and I haven't heard anything from them, so I thought its time to open a complaint here, as it seems they are just using delay tactics and trying to make me play the balance away.

Resolvido

€1,329

WestCasino - Repeated cancelled withdrawal requests claiming tech issues

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.

Resolvido

$1,851

WestCasino - Westcasino 7000 euro no responds

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

Rejeitado

€6,931

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

Resolvido