WestAce Casino - Los retiros del jugador están bloqueados.

Hello, I played regularly at westace.com casino and legitimately won money, but this site didn't pay me a €360.00 withdrawal I requested on April 15th and blocked my withdrawals, preventing me from withdrawing the remaining €500 in my account. Support isn't responding to my emails.

I attach evidence and await your mediation.

Thank you

Best regards

Lucio Pelella

salve, ho giocato regolarmente sul casinò westace.com ed ho leggittimamente vinto soldi, ma questo sito non mi ha pagato un prelievo di € 360,00 richesto il 15 aprile e mi ha bloccato i prelievi impedendomi di prelevare gli altri 500 euro che sono nel mio conto. L'assistenza non risponde alle mie email.

Allego prove e attendo Vostra mediazione.

Grazie

Cordiali saluti

Lucio Pelella

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Dear Peluke76,

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.

• I understand that requesting withdrawals are blocked. Do you have access to your account?
• Could you please confirm that you have passed the KYC verification?
• Have you accumulated your winnings with or without an active bonus?
• Have you made any successful withdrawals before?

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,

Jean

Hi Jean,

yes I have access to the account.

I don't have any KYC verification pending. The account is verified.

I have never used bonuses.

The first 2 withdrawal requests were successful.

Ciao Jean,

si ho accesso al conto.

Non ho nessuna verifica di KYC in corso. Il conto è verificato.

Non ho mai usato bonus.

Le prime 2 richieste di prelievo sono andate a buon fine.

Thank you for your answer.

• You said that the first two withdrawals were successful. How long did it take to processed each?
• Which payment method did you choose to withdraw your winnings? Was it the same one you used previously?
• 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.

HI

the first 2 withdrawals arrived after 3-4 days

I have always used the same payment method to withdraw money, which is credit via bank transfer.

The withdrawal request for €360.00 is currently pending.

They still contacted me and asked for KYC verification.

I thought I had already done it but I remembered incorrectly.

I sent the document and selfie and I am waiting for their response.

I attach the requested screenshots

Thank you

ciao

i primi 2 prelievi sono arrivati dopo 3-4 giorni

ho sempre utilizzato lo stesso metodo di pagamento per prelevare, ovvero accredito tramite bonifico bancario.

Al momento la richiesta di prelievo di € 360,00 risulta ancora in sospeso.

Mi hanno comunque contattato e chiesto la verifica KYC.

Credevo di averla già fatta ma ricordavo male.

Ho inviato documento e selfie e ero sono in attesa di loro risposta.

Allego gli screenshot richiesti

Grazie

Greetings,

the account is now also verified (I attach screenshot)

However, the withdrawal is still pending and future withdrawals are still blocked!

salve,

il conto è ora anche verificato (allego screenshot)

Il prelievo però è ancora in sospeso e i futuri prelievi sono ancora bloccati!

Dear Peluke76

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, Hadi (hadi.a@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 Susor

Dear Peluke76,

It’s a pleasure to e-meet you. My name is Hadi, and I’ll be handling your complaint moving forward.

If there have been any updates or new developments since your last message, please don’t hesitate to share them with me.

In accordance with our standard procedure, I’d like to invite a representative from WestAce Casino to join this conversation. Their participation will help ensure a smoother and more efficient resolution of your case.

Dear WestAce Casino,

Could you kindly provide detailed information regarding the player's issue?

Thank you in advance for your cooperation and prompt response.

Best regards,

Hadi

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

Dear Peluke76,

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,

Hadi