WestAce Casino - El jugador se enfrenta a retrasos en los retiros y problemas de verificación.

Hello Casino Guru,

I have €17,000 outstanding from Westace. Unfortunately, my withdrawals have been pending for two weeks, and my verification is being delayed without any apparent reason. My bank statement is rejected every time, even though it meets all the requirements: it's unprocessed, an original PDF, and no more than six months old, as stated in the terms and conditions.

I inquired in the live chat and was told that it had been forwarded, but I have not received any answers since.

Previously, I had a few successful withdrawals before verification was required, and since then it has been dragging on for no apparent reason.

I would like to ask for your help.

Hallo Casino Guru,

Ich habe 17000€ noch zur Auszahlung ausstehend bei Westace. Leider sind meine Auszahlungen schon 2 Wochen ausstehend und meine Verifizierung wird ohne erkennbare Gründe hinausgezögert. Mein Kontoauszug wird jedes Mal abgelehnt, obwohl dieser alle Anforderungen erfüllt, nicht bearbeitet ist, original PDF und nicht älter als 6 Monate wie in den Voraussetzungen angegeben.

Ich habe im Live Chat nachgefragt und mir wurde mitgeteilt dass es weitergeleitet wurde aber ich habe keine Antworten seitdem erhalten.

Zuvor hatte ich ein paar erfolgreiche Auszahlungen bevor die Verifizierung gefordert wurde und seitdem zieht es sich in die Länge ohne ersichtliche gründe.

Ich möchte Sie um Hilfe bitte.

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Hello,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with Westace (Westace.com).

Please allow me to ask you a few questions so I can better understand the situation.

• Could you please advise how long you were a player at the casino and when exactly your payouts were blocked?
• What games did you play to accumulate your current balance in the casino? (slots, live games, betting on sports)
• Did you achieve your current balance with the help of a bonus?
• Could you please share with me your communication with the casino regarding the issue? Send emails or chat transcripts to my email at tomas@casino.guru, or post screenshots here

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

Best regards,

Tomas

I've been playing at Westace Casino since March 4th. My withdrawals were blocked on March 13th, and then I received a verification request.

I uploaded my ID and facial scan, as well as proof of address. My proof of address has not been accepted today. It's my bank statement, which meets all the stated criteria and has always been accepted by other casinos. They have rejected the document three times already without any apparent reason. The live chat support couldn't tell me why it was rejected, only that I would receive an email. Of course, I never received that email. That was a week ago.

I claimed the welcome bonus on my first deposit and used it to play and win at slot machines. I request clarification from Westace as to why my bank statement has been repeatedly rejected. There is no apparent reason to me what could be wrong with my document, and I suspect this is a delaying tactic.

Ich spiele seit 4. märz im westace Casino. Meine Auszahlungen wurden gesperrt am 13. März und dann Kam auch die Anfrage zur Verifizierung.

Ich habe meinen Ausweis + Gesichtscan hochgeladen und adressnachweis ebenfalls. Mein adressnachweis wurde bisher heute nicht akzeptiert. Es ist mein Kontoauszug der alle Kriterien die angegeben sind erfüllt und bei alles anderen Casinos immer akzeptiert wurde. Sie lehnten das Dokument 3 mal bereits ohne ersichtliche Gründe ab. In Live Chat könnte man mir auch nicht sagen wieso es abgelehnt wurde und nur dass ich eine Email erhalten werden. Natürlich habe ich niemals diese E-Mail erhalten. Das war vor 1 Woche.

Ich habe den Willkommensbonus auf meine erste Einzahlung beansprucht und damit Spielautomaten gespielt und gewonnen. Ich bitte um Klarstellung seitens Westace wieso mein Kontoauszug mehrfach abgelehnt wird. Es gibt für mich keine ersichtlichen Gründe was an meinem Dokument falsch sein soll und ich denke es gehört zur Verzögerungstaktik

Hello, it still hasn't been accepted.

Hallo, es wurde immer noch nicht akzeptiert

My bank statement is still pending. For over three weeks, there has been no progress with my verification, and neither the live chat nor email support has been of any use. I want to finally receive my money. The casino isn't taking any steps to complete the verification process on its own.

Mein Kontoauszug ist nach wie vor ausstehend. Seit mehr als 3 Wochen tut sich nichts an meiner Verifizierung und der Live Chat sowie Email Support bewirken auch nichts. Ich möchte endlich mein Geld erhalten. Von selbst unternimmt das Casino nichts um die Verifizierung abzuschließen.

Hello Luke2000,

We would like to update you that due to Tomas, your designated resolver, being on vacation, we have opted to extend the timeline by an additional 7 days. Since Tomas 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 Tomas will contact you at the earliest opportunity.

Thank you for your understanding and ongoing patience.

Best regards, Casino Guru

Unfortunately, absolutely nothing is happening at Westace. My emails are now being completely ignored.

Es passiert leider überhaupt nichts bei Westace. Meine E-Mails werden mittlerweile auch komplett ignoriert

Could you please contact the casino? I'm afraid they're deliberately ignoring me to avoid paying out.

Könnten Sie bitte mit dem Casino Kontakt aufnehmen? Ich fürchte das Casino ignoriert mich mittlerweile Absichtlich um die Auszahlung zu vermeiden.

Hello, I'd like to point out that every attempt to contact the casino is fruitless. Westace ignores all my emails and never replies.

My verification has made no progress whatsoever and is still pending after all these weeks and my attempts to resolve it with the casino. I would like to ask you to contact the casino on my behalf.

Hallo, ich möchte anmerken dass jeder Versuch mit dem Casino Kontakt aufzunehmen ins nichts führt. Westace ignoriert alle meine E-Mails und Antwortet nie.

Meine verifizierung hat keinen einzigen Fortschritt erzielt und ist immer noch ausstehend nach diesen vielen Wochen und meinen Versuchen es mit dem Casino zu klären. Ich möchte Sie bitten das Casino für mich zu kontaktieren

Dear Luke2000,

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, Jana (jana.k@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,

Tomas

Dear Luke2000,

My name is Jana and from now on, I will assist you with resolving your complaint. I am sorry to hear that your withdrawal has been delayed. I will contact the casino and try my best to resolve the issue as soon as possible.

Now I would like to invite WestAce Casino representative to join this conversation and participate in the resolution of this complaint.

Dear casino, could you please state the reason why the player's withdrawal has not yet been processed?

Thank you in advance for providing the information.

Nothing has happened yet. The casino has already downgraded my VIP level twice to lower my withdrawal limits. My verification should have been completed long ago after all this waiting, but I suspect they're deliberately trying to drag it out.

es ist immer noch nichts passiert. Das Casino hat in der Zwischenzeit mein VIP Level schon 2 mal runter gestuft damit meine Auszahlungslimits niedriger werden. Meine Verifizierung hätte schon längst abgeschlossen sein müssen nach dieser ganzen Wartezeit aber ich vermute es wird absichtlich darauf hingearbeitet es in die länge zu Ziehen.

Unfortunately, there has been no new development. My emails continue to be ignored.

Leider hat sich nichts neues ergeben. Meine E-Mails blieben weiterhin ignoriert.

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.

They tell me to be more patient, that they're working on it. I've already been waiting for over a month for my verification to be completed, and there hasn't been a single update to my numerous emails and live chat inquiries.

Sie sagen ich soll noch mehr Geduld haben, sie arbeiten daran. Ich warte bereits mehr als einen Monat auf den Abschluss meiner verifizierung und es kommt kein einziges Update auf meine viele E-Mails und Live Chat nachfragen.

I have tried to contact the casino repeatedly but had no success. I'm afraid there is not much that can be achieved without cooperation from its side. Since the casino operates without a valid license and doesn't refer to any ADR service, there is no gaming authority to turn to.

I will mark the complaint as "unresolved" in our system. I understand this isn't a satisfactory solution to your issue. However, the decrease in the rating caused by unresolved complaints could help to change the casino's approach. If the casino decides to react, we will reopen the complaint and you will be notified by email.

I can only recommend you choose casinos by their reviews and ratings in the future to avoid situations like this. I am sorry we could not be of more help on this occasion.

Best regards,

Jana