WestCasino - プレイヤーの出金が遅れている。

Good day,

I made a profit of 1000 euros on 11/06/2022. Got verified same day for withdrawal. To date, the verification is still pending. After several emails I wrote, I was only put off.

I don't know what to do anymore, so I'm asking you guys to help me.

Warm greetings

jennifer b***

Guten Tag,

Ich habe am 06.11.2022 einen Gewinn von 1000 Euro erzielt. Habe mich am selben Tag für die Auszahlung verifiziert. Bis heute ist die Verifizierung immer noch nicht bearbeitet . Nach mehreren Mails, die ich geschrieben habe wurde ich nur vertröstet.

Ich weiß nicht mehr weiter, deshalb bitte ich euch, mir zu helfen.

Liebe Grüße

Jennifer B***

Dear brucknerjennifer0,

Thank you very much for submitting your complaint. We are sorry to hear about the issue with your withdrawal and understand your concern. However, please bear in mind that it’s quite usual for withdrawals to take a couple of days or even weeks to get fully processed. This means that it may take some time before your money appears in your account. This delay may be caused by unfinished KYC verification or a high volume of withdrawal requests.
That’s why we advise players to be patient, cooperate fully with casino, and wait at least 14 days after requesting their withdrawals before submitting a complaint.

If your account has been successfully verified, your game history checked, your withdrawal approved by the casino, and you still haven't received your winnings by 14 days since requesting the withdrawal, we will intervene and do our best to help you.
Thank you in advance for your patience and understanding.

Best regards,
Complaints Resolution Center

Hello, so it's been 8 today since I sent my documents to westcasino for verification and I'm still not verified. 8 days for a verification is a bit long, isn't it? I'm really worried about that.

Hallo, also heute sind schon 8 vorbei als ich meine Dokumente zur Verifizierung dem westcasino gesendet habe und ich bin immer noch nicht verifiziert. 8 Tage für eine Verifizierung ist schon etwas lange oder? Ich mache mir da echt Sorgen.

Hello dear guru team,

I received an email from westcasino about an hour ago that they blocked my account because I supposedly had a duplicate account.

But since I don't have this, I registered with this casino for the first time. I ask for help. Since I also have a payout of over 1000 euros open.

please help me I do not know how to continue.

Warm greetings

Hallo liebes Guru Team,

ich habe vor ca einer Stunde eine Email von westcasino erhalten, dass sie mein Konto gesperrt haben, da ich angeblich ein Doppelkonto hätte.

Da ich dieses aber nicht habe, sondern mich erstmalig bei diesem Casino registriert habe. Bitte ich um Hilfe. Da ich auch noch eine Auszahlung von über 1000 Euro offen habe.

Bitte hilft mir. Ich weiß nicht mehr weiter.

Liebe Grüße

Dear brucknerjennifer0,

Have you received your withdrawal from the casino yet?

Hello Kristina,

No, the site has now blocked my account as they claim I have a duplicate account. But I don't have that.

Deposits worked the whole time, only now when it comes to paying out, they come up with an alleged double account and block me.

I really don't know what to do. Please help me get my money. 😑

Hallo Kristina,

Nein, die Seite hat jetzt mein Konto gesperrt, da ich angeblich ein Doppelkonto hätte. Das ich aber nicht habe.

Einzahlungen haben die ganze Zeit geklappt nur jetzt wo es ans Auszahlen geht, kommen sie mit einem angeblichen Doppelkonto und sperren mich.

Weiß echt nicht was ich tun soll. Bitte helfen sie mir mein Geld zu bekommen. 😑

Thank you for your reply, brucknerjennifer0. Is there any chance that someone from your household or using the same IP address has also created an account at this casino? Have you accumulated your winnings with or without an active bonus, please?

Could you please forward all the relevant communication between you and the casino to kristina.s@casino.guru? Alternatively, you can post it here. Thank you in advance.

Hello dear Kristina. It's possible that my friend opened an account there, but I'm not sure. But his name is completely different from mine. No, I didn't use a bonus!

I am sending the emails I received from westcasino to your email address.

I just want my money that I legally won.😑

Hallo liebe Kristina. Es kann sein das mein Freund dort mal ein Konto eröffnet hat, sicher bin ich mir aber nicht. Aber er heißt ja ganz anders als ich. Nein ich habe keinen Bonus verwendet!

Ich schicke Ihnen die Emails die ich bekommen habe von westcasino an Ihre Email Adresse.

Ich will doch einfach nur mein Geld haben das ich rechtmäßig gewonnen habe.😑

brucknerjennifer0, unfortunately, I have not received any communication between you and the casino. We are extending the timer by 7 days. Please, be aware that in case you fail to provide the required information in the given time frame, we will be forced to close your complaint. Thank you for your understanding.

Hello, I sent you almost all emails to kristina.s@casino.guru. I hope you can help me.

Hallo, ich habe Ihnen fast alle Emails an kristina.s@casino.guru gesendet. Ich hoffe Sie können mir helfen.

Thank you very much, brucknerjennifer0, for your cooperation. I will now transfer your complaint to my colleague Adam (adam.m@casino.guru) who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.  

Thank you dear Kristina. Do I have to do anything else?

Vielen Dank liebe Kristina. Muss ich noch irgendetwas tun?

Hello brucknerjennifer0,

I have reviewed your case and will contact the casino to see if I can help.

We would like to invite WestCasino to join the conversation and participate in the resolution of this complaint.

Dear WestCasino,

The player has been accused of using multiple accounts. Could I ask you to please provide supporting evidence of this? It can be posted here or sent to my e-mail address, adam.m@casino.guru.

Kind regards,

Adam

Hello Adam,

Greetings from WestCasino!

I have forwarded the requested information directly to your email.

All the best,

Eduard

Thank you for the evidence supplied, West Casino.

Dear brucknerjennifer0,

The casino has provided evidence showing that the e-mail address you used to register your account belongs to a different person, who also has an account at the same casino.

This e-mail address is also the one shown in the e-mails you provided us as having forwarded all of this communication to your Gmail account.

Are you able to explain why you may have registered a casino account using someone else's e-mail address?

Kind regards,

Adam

Hi

I didn't have an email address myself back then, so I took my friend's.

He had registered at the time but never paid in or verified.

Only I signed up and deposited and then verified with my ID and my own bank details.

It also worked for deposits. Now that it's time to pay out, there are suddenly problems.

Hallo

Ich hatte damals selbst keine Email Adresse deshalb habe ich die von meinem Freund genommen.

Er hatte sich damals zwar registriert aber nie eingezahlt oder verifiziert.

Nur ich habe mich angemeldet und eingezahlt und dann verifiziert mit meinem Ausweis und meinen eigenen Bankdaten.

Bei Einzahlungen hat es auch geklappt. Jetzt wo es ans auszahlen geht, gibt es plötzlich Probleme.

Hello brucknerjennifer0,

Can I ask you please to clarify why you didn't register an e-mail address for yourself at that time, and instead chose to use your friend's e-mail address?

Kind regards,

Adam

I didn't have my own cell phone, so I didn't have my own email address.

That's why I took the one my friend gave me.

However, he never deposited nor played on this site when he signed up.

I registered at West Casino with his email without any problems, deposited and played several times. Then I won. I wanted to cash this out.

Also verified myself (Jennifer B******) with my identity card, my bank details and my proof of address.

Verification was also approved. Just not the payout. Then they blocked me. Even though I submitted everything.

My boyfriend and I are two different people. I have proven my identity.

I just wanted my winning money

Ich hatte kein eigenes Handy und somit keine eigene Email Adresse.

Deshalb habe ich die, von meinem Freund genommen.

Er hat aber auf dieser Seite als er sich angemeldet hat, niemals eingezahlt noch gespielt.

Ich habe mich bei west casino problemlos mit seiner Email angemeldet mehrmals eingezahlt und auch gespielt. Dann habe ich gewonnen. Dies wollte ich Auszahlen lassen.

Habe mich ( Jennifer B******) mit meinem Personalausweis, meinen Bankdaten und meinem Adressnachweis auch verifiziert.

Die Verifizierung wurde auch genehmigt. Nur die Auszahlung dann nicht. Da haben sie mich gesperrt. Obwohl ich ja alles vorgelegt habe.

Mein Freund und ich sind doch zwei verschiedene Personen . Ich habe meine Identität bewiesen.

Ich wollte einfach nur mein gewonnenes Geld haben

Hello brucknerjennifer0,

Thank you for your response, I am now waiting for further clarification of some details from the casino, I will update here once I have received the information.

Kind regards,

Adam

Thank you Adam

I also just didn't know that I wasn't allowed to register with my friend's email. This was not in the casino's rules and I was not informed about it.

Kind regards B****** Jennifer

Vielen Dank Adam.

Ich wusste auch einfach nicht, dass ich mich nicht mit der Email von meinem Freund registrieren darf. Das stand nicht in den Regeln des casinos und ich wurde auch nicht darüber informiert.

Liebe Grüße B****** Jennifer

Hello brucknerjennifer0,

This case is still being discussed with the casino via e-mail, so I am going to extend the timer once more. I will update here once a conclusion has been reached.

Kind regards,

Adam

Hello brucknerjennifer0,

I would like to ask you one more time to clarify why you have not registered an e-mail for yourself before registering at the casino. You stated previously that it was due to not having a cell phone, so I assume you have registered at the casino using a computer. Why did you not use this to register an e-mail also?

Kind regards,

Adam

Hi Adam, I really didn't know you weren't allowed to do that. It's just an email address. Why wasn't I made aware of this when I registered and deposited? Why are there now problems with a payout? The fault here is clearly with the casino!

Hallo Adam, ich wusste wirklich nicht das man das nicht darf. Es ist doch nur eine Email Adresse. Wieso wurde ich nicht darauf aufmerksam gemacht als ich mich registriert und eingezahlt habe? Wieso werden jetzt probleme bei einer Auszahlung gemacht? Der Fehler liegt hier ganz klar bei dem Casino!

Hello brucknerjennifer0,

I am currently awaiting a further reply from the casino. I will extend the timer accordingly.

Kind regards,

Adam

Hello Adam. OK. I wish you and your family a Merry Christmas.

Hallo Adam. Ok. Eine schöne Weihnachtszeit wünsche ich Ihnen und Ihrer Familie.

Hello brucknerjennifer0,

The casino has provided further evidence regarding the registration of your account. You previously stated that you didn't have a cell phone at the time of registering the account, and yet there is clear proof that a mobile device was used to register the account and also to access it afterward.

Are you able to explain this?

Kind regards,

Adam

Hello, yes it was my friend's cell phone. How can you make such a fuss when people win? Why was I allowed to deposit without any problems? This casino is clearly cheating people. Just look at the reviews.

Just ask the casino why I was able to deposit without any problems and also with my friend's email address. Unbelievable. At that time I had neither a mobile phone nor an email address and everything used by my friend. Why I didn't have that is private. I verified myself with my data and thus clearly proved that I, Jennifer Bruckner, opened this account! You can see that it is not a double account. My boyfriend's name is Danny Graf and I'm Jennifer Bruckner.

Hallo, ja das Handy von meinem Freund war das. Wie kann man nur so ein Theater machen wenn Leute gewinnen? Wieso durfte ich einzahlen ohne probleme? Diese casino betrügt eindeutig Leute. Schauen sie sich nur die Rezensionen an.

Fragen Sie doch mal das Casino wieso ich ohne Probleme einzahlen konnte und das auch mit der Email Adresse meines Freundes. Unglaublich. Ich hatte zu diesem Zeitpunkt weder Handy noch eine Email Adresse und alles von meinem freund verwendet. Warum ich das nicht hatte ist privat. Ich habe mich mit meinen daten verifiziert und damit eindeutig bewiesen das ich, Jennifer Bruckner dieses Konto eröffnet habe! Sie sehen doch das es kein doppel Konto ist. Mein Freund heißt Danny Graf und ich Jennifer Bruckner eindeutiger geht es ja wohl nicht.

Dear brucknerjennifer0,

The casino stated that both your account and that of your boyfriend have claimed bonuses. Can you please clarify if the winnings in question have been accumulated with the use of a bonus?

Kind regards,

Adam

Dear Adam,

My friend didn't use any bonuses at the time and neither did I. Because it is associated with too many sales.

I won the €1000 prize with my own money and not with a bonus.

I find it very questionable of this casino that they are now throwing up another excuse other than that they don't have to pay out my winnings.

I proved my identity and now they claim I played with a bonus.

Lieber Adam,

Mein Freund hat damals keine Boni genutzt und ich habe auch keine benutzt. Da es mit zu vielen Umsätzen verbunden ist.

Den Gewinn von 1000 Euro habe ich mit meinem eigenen Geld gewonnen und nicht mit einem Bonus.

Ich finde es sehr fragwürdig von diesem Casino, dass sie jetzt mit einer anderen Ausrede umherwirbeln, nur dass sie meinen Gewinn nicht Auszahlen müssen.

Meine Identität habe ich bewiesen und jetzt behaupten sie ich hätte mit einem bonus gespielt.

Dear brucknerjennifer0,

After a careful review of all evidence provided, it has been decided that we are unable to assist you any further with this case.

It is strictly against the terms and conditions of the casino to register an account using someone else's personal information. It is also against the terms to create multiple accounts from the same IP address and claim bonuses on both.

I can appreciate that you may have done so without knowing that you were breaking the rules, but as both accounts have used bonuses that are intended to be claimed once per household and the majority of the activity on your account has been conducted using the same device as the other account, I am afraid there is nothing further we can hope to achieve in this case. As your deposit was returned, the casino has acted in accordance with its terms and conditions.

While I agree it would be best if casinos checked for multiple accounts at the point an account is created, it is currently not the industry standard, and checks are only carried out at the point of requesting a withdrawal.

For the reasons stated above, this complaint will be rejected. I am sorry we could not be of more help on this occasion.

Kind regards,

Adam