MrWest Casino - La retirada del jugador se ha retrasado.

On 23. Of November I deposited to Mrwest using Jeton. I managed to get my balance up to 300€ and requested a withdrawal via crypto, since only crypto and bank transfer had been the only available methods for withdrawal.

On 25. Of November my Account was verified, after I had to resend some images that were blurry.

On 2. Of December my withdrawal request was canceled, telling me to use Jeton for withdrawal.

Since it wasn't available I wrote them back and the next day (3. December)

They wrote me back that it should be available now, so I requested another withdrawal via Jeton.

Since that day I am waiting again for my withdrawal to be processed.

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Hello,

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 the 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 within 14 days since requesting the withdrawal, please let us know, and we will intervene and try to help you.

Thank you in advance for your patience and understanding.

Best regards,

Veronika

Hey, I appreciate you helping me with my issue, so thanks for that.

My account was fully verified on November 25th. I submitted my KYC Documents on the weekend before, on the 22nd of November, and on the same day I made my initial withdrawal request, via krypto (because only crypto and Bank Transfer were available)

My withdrawal has been canceled by the casino on December 2nd. I also received a mail, stating that I have to use Jeton for withdrawal. I logged into the site again, and still only Crypto and Bank transfer was available for withdrawal. I requested another withdrawal via Crypto and replied to the email they wrote to me the following:

"Jeton is not available as you can see in the screenshot.

I will request another withdrawal via crypto, I hereby give you permission to process it to my verified Jeton account.

Don't make this harder then it has to be. 

I (My full Name) also take full responsibility for the fact that you will manually confirm my crypto address :

0x........"

I uploaded a screenshot of this mail also.

the next day I received an answer that Jeton is now available.

I logged in to the site again and from then on, Jeton was available as withdrawal method.

I canceled the pending crypto withdrawal and requested a withdrawal via Jeton (Dec 3rd)

I would have used it from the start, if it would have been possible. Mrwest casino basically made it impossible to make a correct withdrawal request until Dec 3rd. My account is fully verified since Nov 25th,, which as far as I'm concerned is the start of my pending withdrawal request.

Best Regards

Mrwest has now canceled my withdrawal for the second time, just claiming a technical issue as the reason.

My withdrawal request is now pending since 21 days

They told me to make a new request, instead of just sending the money, it is ridiculous.

I made a new request on the site.

Dear Alexxi85

Thank you for your cooperation and for providing all the necessary information. I truly appreciate the time and effort you’ve taken to share everything with us so far.

Your complaint will now move to the next stage of our process and be handled by your dedicated Resolver, Martin (martin.l@casino.guru). This is a standard step in our procedure, as the Resolver will take over communication with the casino directly and manage your case from this point onward.

No action is required from you right now. Your Resolver will reach out through this thread if any additional details are needed. You can rest assured that your case is in very capable hands.

I wish you the best of luck and hope your case will be resolved to your satisfaction soon.

Kind regards,

Veronika

Hi Martin

Thanks for joining in on my case, I hope we can get this handled. 

I have read the other complaints for this casino, and when Mrwest canceled my withdrawal for the second time, despite my account being fully verified, I noticed that other customers also had their Jeton Withdrawal canceled, referring to a technical issue.

The finance department, has time to cancel my withdrawal, and write me an email informing me about the situation and telling me to make another withdrawal request. So why not use the time and effort to process the withdrawal that I already requested since November and that They canceled. 

I reached out to the chat and I was told that an error on Jeton end caused the issue. . (I can send you a screen of the conversation.)

Before that I had already contacted to Jeton and I was assured that there is no error on their end, I even received another payment the exact same day.

... Its hilarious that the MrW chat had all these "details*, when the other times I talked to them while my payment was pending they said only the finance department has information about payments and *as soon as possible" 

I asked mrwest to send me proof of the failed transaction, via Chat and mail, which of course they ignored.

Most likely these things won't even be acknowledged by anyone  

But I want to give you a good insight on how this casino operates and what the experience is like. 

This is not what someone would expect after reading the review here on the once most trusted gambling platform. 

Security Index: above average? 

So security index sounds good but doesn't really indicate if a casino is actually any trustworthy.. Ok got it. My bad. 

I mean whatever. Ultimately we all know what's really goung on but alright.

MrWesr is well aware of this case already and will not do anything before the time given by CG will run out.

If they will pay me at all, MrW will claim that JETON withdrawals are not possible due to a technical issue , and offer to process the payout to a bank account from my country.

Maybe CG should update in the review of MrW that a complaint on CG is part of the standard process for withdrawals at MrW that actually get done.

But alright, let's do this silly dance and let MrW drag it out to the end, once more.

I will cooperate with any further requests and see what will come of it.

Thank you in Advance

Hello Alexxi85,

I am sorry to hear about your troubles. I am Martin and I will be taking care of your complaint from now on. As the first order of business, I would like to invite the MrWest Casino representative to enter the discussion.

Dear casino representative,

could you please review this case and provide us with an explanation regarding the withdrawal delays and cancellations? If there were any technical issues on the payment provider’s side, please clarify the current state of the matter and tell us what way we should proceed. Thank you in advance for your cooperation.

Hello Alexander and Martin,

I have reviewed the case in detail.

The player’s initial withdrawal requests were submitted via cryptocurrency. As no deposits were made using cryptocurrency, this withdrawal method is not eligible for use. For this reason, the previous withdrawal requests were cancelled, and the player was informed accordingly.

Subsequently, the player submitted a withdrawal request via Jeton, which is a method previously used for deposits. This request was processed by our team on December 16th; however, the transaction failed due to a technical issue. Our team is currently investigating the matter. The player has been advised to submit a new withdrawal request in the meantime.

Please let me know if you require any further information.

Kind regards,

Eva Stone

Head of Customer Experience

That's what I wrote except that you forgot to mention that the first withdrawal was made via crypto because Jeton wasn't available as an option on your site.

The chat told me before my first request to choose one of the available options instead.

Interesting that you choose to write this message, that BTW brings nothing new to the table, as if it was a wrongdoing on my part to not choose an option that YOU failed to provide.

We are all looking forward to hear in detail what the technical issue was with the transaction that you claim "failed*

Some receits would be nice

And by the way, the time that Miss Stone invested into writing the reply and "update" us on the situation, is more then it takes to make a Jeton transaction xD

Even if you only consider my first request made via Jeton, it's pending since Dec.3

An independent expert that reviewed the case in detail, claimed that this might be an intentional unethical delay tactic from a dishonest company that does bad business.

I told him this can't be true, because the safety index is above average. But if you want to confirm his claim, you can do that by not delivering the receits for the technical issue that caused the transaction to fail.

Thank you in advance

Dear casino representative,

thank you for your response. In case the issues are still present, would you be willing to make a manual withdrawal, or a withdrawal to cryptocurrency, so we can save time?

Dear Alexxi85,

thank you for your continued cooperation. In cases when withdrawals are delayed for any reason, including the one you have mentioned, we strongly suggest that players do not play their funds any further.

Hey Martin thx for your reply and your suggestion.

The jeton withdrawal i requested again after Mr West claimed the transaction "technical issue" that Mr West refered to is still pending.

If they are still unable to process it via Jeton I would also be fine with a crypto withdrawal.

I also think it's noteworthy that Jeton Deposits are continuously available on the Mrwest website.

I checked everyday since the alleged failed transaction.

A one-way technical issue with no actual proof of even existing...it makes me question, has no regular withdrawal at this place been processed since over 2 weeks, or do they violate the 'first in first' out policy that is part of mrwests ToS?

@Martin and the CG team in general: I know I am not the first user to raise these concerns, and I understand that you as a platform have rules and guidelines that serve a purpose and need to be followed.

I appreciate the platform and I don't want this to come across as blame towards CG.

However, if a pattern of bending, maybe even violating rules and/or a code of conduct is displayed regularly, With bare minimum explanation and no evidence to validate those. Plus an overall communication, that reminds more of gaslighting then support...

At some point tolerating a behavior might end up in enabling it.

A player who fits that description might make you lose your willingness to cooperate rather quick. And for good reason.

The time and patience I invested might exceed what the disputed amount of my complaint is..i don't really believe that my experience is an exception at MrW, do you?

The only time a withdrawal request from me over 300€ was not pending on my since Nov 25 fully verified MrW profile, was when THEY canceled it, as a result of a mistake THEY made

"As soon as possible" was the only time frame they said to me multiple times

Over a month and still pending. It actually might be impossible to get a payout from this company faster then this, or even at all?

Hello Alexander and Martin,

Thank you for your message.

I can confirm that the player’s withdrawal request submitted on December 16th via Jeton has been successfully processed and completed on our side today. The funds should now be available in the player’s wallet.

Should you need any additional details or assistance, please do not hesitate to contact me.

Kind regards,

Eva Stone

Head of Customer Experience

I can confirm.

Thank you casino guru for your help. This was the last time I used a casino of the upscale group. A horrendous experience.

We'd like to inform everyone following this case that the player has marked this complaint as resolved using the dedicated button.

Dear Alexxi85,

We are pleased to hear that your issue has been resolved. We will mark the complaint as 'Resolved' in our system. Thank you for your cooperation and confirmation. If you experience any future issues with this or any other casino, please don’t hesitate to reach out to our Complaint Resolution Center. We are here to assist you.

As always, our services are free of charge, and we do not accept any gratuities. However, we would greatly appreciate it if you could take a moment to share your experience with our services on Trustpilot: https://trustpilot.com/evaluate/casino.guru. Your honest review, along with any suggestions for improvement, would be incredibly valuable. It can also help others who are considering contacting us for assistance with online casino-related matters.

Thank you in advance for your time and feedback.

Best regards,

Martin