WestAce Casino - El retiro del jugador se retrasa debido a que los fondos están bloqueados.

Good evening,

After 2 successful withdrawals from this house and playing sports betting and casino I had my withdrawals blocked without warning on April 7th.

Since then I have sent the requested documents three times and the replies take weeks. Now they're asking for the same documents again. The account was already verified on that date

Boa noite,

Apos 2 levantamentos com sucesso nesta casa e ter jogado apostas desportivas e casino fiquei com os levantamentos bloqueados sem aviso no dia 7 Abril.

desde aí já enviei os documentos solicitados por 3x e as respostas demoram semanas. Neste momento voltaram a pedir os mesmos documentos. Naquela data a conta já se encontrava verificada

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Stay safe.

Dear Mary412,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please allow me to ask you a few questions so I can fully understand the situation.

• Do I understand correctly that you still have access to your account and only withdrawals are blocked?
• Have you accumulated your winnings with or without an active bonus?
• Could you please update us on the current status of your withdrawal request? Is it marked as pending or processed in your casino account? If possible, please upload a screenshot of your withdrawal history directly to this thread.

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

Best regards,

Jean

Thank you very much for your reply, Mary412.

Could you please let me know when the casino asked for documents for verification?

Which documents were you asked to provide and which documents you have already provided? When exactly you sent the last one?

Could you please forward all relevant correspondence between you and the casino to jean.s@casino.guru?

Please also attach screenshots of your verification page and make sure that the image are big enough. The images in your previous message is too small.

I understand this may take time, so I appreciate your assistance.

Good morning, thank you for your reply.

The casino requested the documents on April 24, I sent everything on that date.

Documents REQUESTED AND SENT, photo CC, selfie with CC, photo MB card, proof of skrill and proof of address.

I sent all correspondence to the email address indicated.

Bom dia, obrigado pela resposta.

O casino solicitou os documentos a 24 Abril, enviei tudo nessa data.

Documentos SOLICITADOS E ENVIADOS, foto CC, selfie com CC, foto cartão MB, comprovativo skrill e comprovativo morada.

Enviei toda a correspondência para o email indicado.

Hello Mary412,

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

Thank you for your understanding and ongoing patience.

Best regards, Casino Guru

Ok thanks, I'll be waiting.

Ok obrigado, fico a aguardar.

Dear Mary412

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,

Jean

Dear Mary412,

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.

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.

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