WestAce Casino - La cuenta del jugador ha sido cerrada y los retiros se han retrasado.

Hi, I'm having a problem with this casino. I requested withdrawals of €504 and €467 at the end of February. My account was blocked out of nowhere on March 3rd. The withdrawals still haven't been processed.

After a few days I contacted them and they replied that they needed to verify my identity before approving the withdrawals:

They responded on March 13th with this lengthy request for documents:

I sent all the documents they requested the same day:

They replied to me on March 16th saying that they sent the documents to the finance department:

This was their last response and I have heard nothing else since that day.

I hope you can help me recover my funds.

Thanks in advance

Salve, io ho un problema con questo casino, ho richiesto dei prelievi da 504€ e 467€ a fine febbraio, il 3 marzo dal nulla il mio conto è stato bloccato. I prelievi non sono ancora stati evasi.

Dopo qualche giorno li ho contattati e mi hanno risposto che avevano bisogno di verificare la mia identità prima di approvare i prelievi:

Loro hanno risposto il 13 Marzo con questa lunga richiesta di documenti:

Io ho inviato tutti i documenti da loro richiesti il giorno stesso:

Mi hanno risposto il 16 Marzo dicendo che hanno inviato i documenti al dipartimento finanziario:

Questa è stata la loro ultima risposta e non ho avuto altre notizie da quel giorno.

Spero possiate aiutarmi a recuperare i miei fondi.

Grazie in anticipo

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Dear Spaffle,

Thank you very much for submitting your complaint. I’m sorry to hear about the delay with your withdrawals and the lack of response after you submitted the requested documents.

To better understand your situation and assess the case properly, I would like to ask you a few additional questions:

• Could you please list all the documents you submitted for verification (e.g. ID, proof of address, payment method, etc.)?
• Were your withdrawals (€504 and €467) made from real money only, or were any bonus funds involved?
• Have you made any successful withdrawals from this casino in the past?

If you have any additional communication with the casino or confirmation emails regarding your verification or withdrawals, please feel free to upload them here or forward them to petronela.k@casino.guru.

Your cooperation in providing these details will help us investigate and work towards a resolution.

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

Good morning Petronela,

• I sent all the documents they requested in this email:

• Withdrawals were made with real balance, there was no active bonus
• no, these withdrawals are the first ones I request from this casino

Thanks in advance

Buongiorno Petronela,

• ho inviato tutti i documenti che mi hanno richiesto in questa email:

• i prelievi sono stati effettuati con il saldo reale, non c'era nessun bonus attivo
• no, questi prelievi sono i primi che richiedo a questo casino

Grazie in anticipo

Dear Spaffle,

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, Barbora (barbora.p@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.

Hello Spaffle,

I’m sorry to hear about the difficulties you’ve been experiencing.

My name is Barbora, and I’ll be handling your complaint from this point onward.

As a first step, I’ll reach out to a casino representative outside of this thread, since we currently don’t have a direct contact for them. In the meantime, please keep me updated if there are any new developments.

Best regards,

Barbora

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.

Dear Spaffle,

I would like to inform you that I am currently in contact with the casino outside of the public thread to discuss your case directly.

As soon as I receive any new information or updates from their side, I will inform you here without delay.

Thank you for your patience.

ok I'm waiting for updates, the casino keeps repeating that I have to wait even though I provided them with all the requested documents more than 2 weeks ago

va bene rimango in attesa di aggiornamenti, il casino continua a ripetere che devo aspettare nonostante abbia fornito loro tutti i documenti richiesti più di 2 settimane fa

Dear Spaffle,

Thank you for your update.

I would like to inform you that I am still awaiting a relevant update from the casino, as they have confirmed that your case is currently under review.

In the meantime, I have also asked the casino to clarify the situation regarding the document you mentioned, which you were requested to submit again, even though it had already been provided earlier.

As soon as I receive any new information from their side, I will inform you here without delay.

Thank you for your patience.

Dear Spaffle,

I would like to inform you that I am still awaiting a response from the casino regarding your case.

For this reason, I will extend the timer by an additional 7 days to allow them more time to provide the necessary information.

Thank you for your patience. I will update you as soon as I receive any news from their side.

After further email reminders, the casino finally paid my withdrawals.

I thank Casino Guru for helping me solve this problem.

Dopo un ulteriore sollecito via email, il casino ha finalmente pagato i miei prelievi.

Ringrazio Casino Guru per avermi aiutato a risolvere questo problema.

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

Dear Spaffle,

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,

Barbora