Westpoint Casino - プレイヤーの撤退が遅れています。

I have made deposits for a total of USD 520 and I want to withdraw USD 1427. My account is verified but they refuse to pay. I contact support from time to time and they always give me the same standard answer. They will "escalate the issue and contact me by e-mail in 1-2 business days" but they NEVER do. I have waited for this money more than 2 months and I guess they will just steal it from me. I feel hopeless but maybe you can try to help me guru??

Dear santiagomm,

Thank you very much for submitting your complaint. I’m sorry to hear about your delayed withdrawal.

• Do I understand correctly that the withdrawal is still pending inside your account without being processed?
• Have you been advised why you can’t withdraw your winnings?
• Is it an internal casino system issue, or it’s related to your account only?
• Were your winnings accumulated with or without an active bonus?

It’s quite usual for withdrawals to take a couple of days or even weeks to get fully processed, but two months is an unusually long time.

However, I hope we will be able to help you to resolve this issue as soon as possible. Thank you in advance for your reply.

Best regards,

Petronela

Please be aware: At Casino.Guru, we never ask for your casino account password. While we may request information, we never seek access to your account. Please refrain from sharing your password with any third party. We primarily communicate through official threads, occasionally via email for requested supporting evidence or relevant communication.

1. Yes, the withdrawal is still pending.
2. Not really. When I talk to live chat they just say they don´`¨ not have the relevant information and that another "team" will contact me by e-mail. But they NEVER do that. They just ignore me.
3. I dont know.
4. Yes, I played the welcome bonus. But they have a weird bonus system and I had to make several deposits to be able to withdraw. It feels like this was just to make me pay as much as possible so they could steal it from me.

Thank you very much, santiagomm, for providing all the necessary information. I will now transfer your complaint to my colleague Katarina (katarina.d@casino.guru) who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction in the near future.  

Dear santiagomm, 

My name is Katarina, and I will be assisting you in solving this case. I am sorry for the situation you found yourself in. 

Now, I would like to invite Westpoint Casino representative to join this conversation. 

Dear Westpoint Casino, could you please provide more information about this case? 

Looking forward to your reply.

Hi santiagomm and Katarina,

I will investigate the above case and get back to you as soon as I have more information to share.

Thanks

They have paid. Thank you guru and westpoint

Thank you, santiagomm, for confirming and for using the Casino Guru complaint resolution center. I’m very glad you have received your funds. As the issue has been successfully resolved, we will now mark your complaint as 'resolved' in our system.

Please do not hesitate to contact us in the future if you run into any issues with this or any other casino. We are here to help.