WestAce Casino - 資金が凍結されているため、プレイヤーの出金が遅延しています。

Good evening,

After 2 successful withdrawals from this house and playing sports betting and casino I had my withdrawals blocked without warning on April 7th.

Since then I have sent the requested documents three times and the replies take weeks. Now they're asking for the same documents again. The account was already verified on that date

Boa noite,

Apos 2 levantamentos com sucesso nesta casa e ter jogado apostas desportivas e casino fiquei com os levantamentos bloqueados sem aviso no dia 7 Abril.

desde aí já enviei os documentos solicitados por 3x e as respostas demoram semanas. Neste momento voltaram a pedir os mesmos documentos. Naquela data a conta já se encontrava verificada

Important notice:

Casino Guru will never ask for payments or access to your accounts to complete KYC. If someone claims to be from Casino Guru and does that, do not share any information.

We only contact players through this official complaint thread or via @casino.guru e-mail addresses. Always check the sender’s domain and verify your complaint resolver’s e-mail address by clicking on their avatar visible inside the official complaint thread.

If anything seems suspicious, contact us directly.

Stay safe.

Dear Mary412,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please allow me to ask you a few questions so I can fully understand the situation.

• Do I understand correctly that you still have access to your account and only withdrawals are blocked?
• Have you accumulated your winnings with or without an active bonus?
• Could you please update us on the current status of your withdrawal request? Is it marked as pending or processed in your casino account? If possible, please upload a screenshot of your withdrawal history directly to this thread.

I hope we will be able to help you resolve this issue. Thank you very much in advance for your reply.

Best regards,

Jean

Thank you very much for your reply, Mary412.

Could you please let me know when the casino asked for documents for verification?

Which documents were you asked to provide and which documents you have already provided? When exactly you sent the last one?

Could you please forward all relevant correspondence between you and the casino to jean.s@casino.guru?

Please also attach screenshots of your verification page and make sure that the image are big enough. The images in your previous message is too small.

I understand this may take time, so I appreciate your assistance.