WestAce Casino - El jugador aún no ha recibido las ganancias.

I won approximately 4000 PLN jackpot from a Wheel/Fortune feature at WestAce Casino. Two smaller rewards from the same event were credited to my account immediately, but the jackpot reward was not added.It has been over 2 weeks since the win. I have contacted customer support multiple times, but I only receive generic responses stating the issue is "under verification" with no clear explanation or timeline.I request Casino Guru to mediate this case and help ensure the missing jackpot winnings are credited to my account

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Dear bedraf,

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

Dear bedraf,

I hope you are doing well. As the recommended time frame has now passed, could you kindly update us on whether your withdrawal has successfully been received or if there have been any new developments regarding your case? Thank you for your time, and I look forward to your response.

Unfortunately, nothing has changed. I've sent support messages, but no response. The chat keeps saying the issue is being reviewed. I'm afraid I've been scammed by Westace. Please help.

Niestety nic się nie ruszyło pisałem do supportu wiadomości na żadną nie odpowiedziano , na czacie ciągle to samo że sprawa jest weryfikowana . Obawiam się że zostałem oszukany przez Westace . Proszę o pomoc

"WestAce has been sending repetitive, generic responses for over two weeks, with no evidence or technical explanation for the missing jackpot."

„WestAce od ponad dwóch tygodni wysyła powtarzające się, ogólne odpowiedzi, bez żadnych dowodów ani technicznego wyjaśnienia dotyczącego brakującego jackpotu."

Case update:

Today I received a new response from WestAce Casino regarding the missing jackpot win (approximately PLN 4,000).

For the first time, the casino asked me for detailed technical information about the incident, such as the game name, bet time, bet amount, winnings, and Bet ID. They seem to be promising to investigate.

At the same time, I want to emphasize that the issue remains unresolved. I won three prizes during the Wheel/Fortune feature—the two smaller prizes were immediately and correctly credited to my balance, but the top jackpot prize, worth approximately 4,000 PLN, was never credited.

I am currently providing WestAce with the additional information they requested and am awaiting a concrete explanation and resolution of the matter.

I will keep you updated with further updates.

Aktualizacja sprawy:

Otrzymałem dziś nową odpowiedź od WestAce Casino dotyczącą brakującej wygranej jackpotowej (około 4000 PLN).

Po raz pierwszy kasyno poprosiło mnie o szczegółowe dane techniczne dotyczące zdarzenia, takie jak: nazwa gry, czas zakładu, kwota zakładu, wysokość wygranej oraz Bet ID. Wygląda na to, że deklarują sprawdzenie sprawy.

Jednocześnie chcę podkreślić, że problem nadal pozostaje nierozwiązany. Podczas funkcji Wheel/Fortune wygrałem trzy nagrody — dwie mniejsze zostały natychmiast poprawnie dopisane do mojego salda, natomiast główna nagroda jackpotowa o wartości około 4000 PLN nigdy nie została zaksięgowana.

Przekazuję obecnie WestAce dodatkowe informacje, o które poprosili, i oczekuję na konkretne wyjaśnienie oraz rozwiązanie sprawy.

Będę informował o dalszych aktualizacjach.

Hello bedraf,

We would like to update you that due to Karla, your designated resolver, being on vacation, we have opted to extend the timeline by an additional 7 days. Since Karla has an in-depth understanding of your situation and maintains direct communication with the casino, we find this extension justified. Your patience is sincerely appreciated, and I assure you that Karla will contact you at the earliest opportunity.

Thank you for your understanding and ongoing patience.

Best regards, Casino Guru

Dear bedraf, thank you for your response. Please allow me to ask you a few questions, so I can understand the whole situation completely.

• Have you made any successful withdrawals before?
• Could you please confirm that you have passed the KYC verification?
• Did you accumulate your winnings with or without an active bonus?
• Did you play casino games or bet on sports?
• Could you please share your communication with the casino regarding the delayed withdrawal? Send emails or chat transcripts to my email at karla.m@casino.guru, or post screenshots here.

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

Karla

Dear bedraf,

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, Matej L., (matej.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,

Karla Mayfly

Hello bedraf, nice to meet you!

My name is Matej and I will be taking care of your complaint going forward. I've just reviewed this case and fully appreciate your concerns regarding themissing jackpot win. I'll do my best to help you resolve this issue as soon as possible. Thank you for providing the information I needed. If I require any further details from yourself, I will reach out to you directly.

I’d like to invite a representative of WestAce Casino to join the conversation and participate in the investigation of this case as well. Could you please provide more details as of why this player’s jackpot win has not been credited? I would also appreciate if the casino could provide us with any and all relevant evidence. Any sensitive information or internal system files can be shared with me directly by e-mail matej.l@casino.guru.

Thank you for your patience and cooperation in advance.

Thank you for looking into my matter. I have one more request. I have asked WestAce several times for information regarding their license, but I have never received a response. Could you please determine what license WestAce operates under, which body issued it, and which regulator I can contact if the matter is not resolved? I would be grateful for your assistance.

Dziękuję za zajęcie się moją sprawą.Mam jeszcze jedną prośbę. Kilkukrotnie prosiłem WestAce o podanie informacji dotyczących ich licencji, jednak nigdy nie otrzymałem odpowiedzi.Czy mogliby Państwo ustalić, na podstawie jakiej licencji działa WestAce, jaki organ ją wydał oraz do jakiego regulatora mogę skierować skargę, jeśli sprawa nie zostanie rozwiązana?Będę wdzięczny za pomoc.

Dear bedraf, as per our review, this casino is unlicensed and therefore under no gaming authority's watch.

Good morning,

Thank you for informing us that, according to your findings, WestAce is not licensed and is not subject to the supervision of any regulatory body.

Therefore, I would like to ask you to verify whether you are able to determine which company owns WestAce and from which jurisdiction it actually operates. Were you able to identify the entity responsible for this casino?

I would also be grateful for information whether, due to the lack of a license, there are any other possibilities of asserting my rights or enforcing payment of winnings.

Thank you for your help and I look forward to your reply.

Best regards, Rafał Bednarek

Dzień dobry,

Dziękuję za informację, że według Państwa ustaleń WestAce nie posiada licencji i nie podlega nadzorowi żadnego organu regulacyjnego.

W związku z tym chciałbym prosić o sprawdzenie, czy są Państwo w stanie ustalić, jaka spółka jest właścicielem WestAce oraz z jakiej jurysdykcji faktycznie prowadzi działalność. Czy udało się Państwu zidentyfikować podmiot odpowiedzialny za to kasyno?

Będę również wdzięczny za informację, czy w związku z brakiem licencji istnieją jakiekolwiek inne możliwości dochodzenia moich praw lub wyegzekwowania wypłaty wygranej.

Dziękuję za pomoc i czekam na odpowiedź.

Pozdrawiam, Rafał Bednarek

Good morning,

I would like to inform you that I may be required to serve a two-year prison sentence in the coming days. As a result, I may be unable to respond to messages or provide new information for an extended period.

I would appreciate it if you could continue to pursue my complaint against WestAce, if possible, and keep me informed of any significant developments. I would be very grateful for your continued investigation into the jackpot win and the casino licensing issues.

Thank you for your help and commitment so far.

Yours sincerely, Rafał Bednarek

Dzień dobry,

Chciałbym poinformować, że istnieje możliwość, iż w najbliższych dniach będę musiał odbyć karę pozbawienia wolności przez 2 lata. Z tego powodu mogę przez dłuższy czas nie mieć możliwości odpowiadania na wiadomości ani przekazywania nowych informacji.

Bardzo proszę o dalsze prowadzenie mojej skargi przeciwko WestAce, jeśli będzie to możliwe, oraz o informowanie mnie o wszelkich istotnych postępach w sprawie. Będę bardzo wdzięczny za kontynuowanie dochodzenia dotyczącego wygranej w jackpocie oraz kwestii licencji kasyna.

Dziękuję za dotychczasową pomoc i zaangażowanie.

Z poważaniem, Rafał Bednarek

Dear bedraf, all the information we were able to gather is displayed in our casino review: https://casino.guru/westace-casino-review

As an unlicensed casino it is not clear where they operate from and even T&C does not specify the jurisdiction they reside within. Maybe an ADR or a lawyer would know what to do, but with basic information missing, we do not sconsider this site safe to play at and personally I doubt there is a way how to reach them legitimately.

We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.

Ladies and Gentlemen,

I am hereby sending you an urgent update regarding my complaint against WestAce Casino.

The operator has still not resolved the matter and has not provided any credible explanations regarding the unpaid winnings from the "Daily Wheel of Fortune" feature.

📌 Case status:

Two smaller prizes have been credited correctly

The main prize (approximately PLN 4,000) was not added to the balance

The operator does not respond or avoids specific verification of logs

The case remains unresolved

📌 Key problem:

The casino operator failed to provide:

official license number

confirmed regulator

information about the available ADR institution

the unambiguous legal entity responsible for WestAce Casino

📌 Request (very important):

I am asking for:

Determining the official operator of WestAce Casino (full company name)

Verification of the license under which the casino operates

Indication of the appropriate regulator or supervisory authority

Information on whether there is an ADR assigned to this operator

Escalation of the case if the operator is still not cooperating

📌 Additional information:

The case does not concern a regular payout, but an unclaimed win from a bonus feature in the game (Daily Wheel of Fortune), where some prizes were credited and some were not – without any technical explanation or game logs.

Kind regards,

bedraf

Szanowni Państwo,

Niniejszym przesyłam pilną aktualizację dotyczącą mojej skargi wobec kasyna WestAce.

Operator nadal nie rozwiązał sprawy oraz nie udzielił żadnych wiarygodnych wyjaśnień dotyczących niewypłaconej wygranej z funkcji „Codzienne Koło Fortuny".

📌 Status sprawy:

Dwie mniejsze nagrody zostały poprawnie zaksięgowane

Główna wygrana (około 4000 zł) nie została dodana do salda

Operator nie odpowiada lub unika konkretnej weryfikacji logów

Sprawa pozostaje nierozwiązana

📌 Kluczowy problem:

Operator kasyna nie przedstawił:

oficjalnego numeru licencji

potwierdzonego regulatora

informacji o dostępnej instytucji ADR

jednoznacznego podmiotu prawnego odpowiedzialnego za WestAce Casino

📌 Prośba (bardzo ważne):

Proszę o:

Ustalenie oficjalnego operatora WestAce Casino (pełna nazwa spółki)

Weryfikację, pod jaką licencją działa kasyno

Wskazanie właściwego regulatora lub organu nadzoru

Informację, czy istnieje ADR przypisany do tego operatora

Przekazanie sprawy do dalszej eskalacji, jeśli operator nadal nie współpracuje

📌 Dodatkowe informacje:

Sprawa nie dotyczy zwykłej wypłaty, ale niedopisanej wygranej z funkcji bonusowej w grze (Daily Wheel of Fortune), gdzie część nagród została uznana, a część nie – bez wyjaśnienia technicznego lub logów gry.

Z poważaniem,

bedraf

Dear bedraf,

I have tried to contact the casino repeatedly via e-mails and Teams, but had no success. I’m afraid there is not much that can be achieved without cooperation from their side. I will mark the complaint as "unresolved" in our system, and it will negatively impact their future safety rating on our website as such. I understand this isn't a satisfactory solution to your issue at all. However, the decrease in the rating caused by unresolved complaints might help to change the casino's approach in the future. If the casino decides to react, we will reopen the complaint, and you will be notified by email.

As a next step, normally I would recommend you contact the proper Gaming Authority and submit a complaint with them. However, since the casino has no licence, there is nowhere else I can refer you to. I am really sorry I could not be of more help on this occasion, and would recommend in the future to check the casino review on our website before signing up, to avoid issues like this one.

Best regards,

Matej