WestCasino - El pago del jugador se retrasa un mes.

Hello, unfortunately, I am unable to select Germany.

I have been waiting for my payout for a total of 1 month. It took forever for them to accept my documents, and supposedly, my payout was completed on 1/5/24. I have received no money to date. I'm not getting a receipt or response. I need help. Unfortunately, I am unable to attach the screenshot.

Hallo, leider kann ich nicht Deutschland auswählen.

Ich warte seit insgesamt 1 Monat auf meine Auszahlung. Erst ewig gedauert bis sie meine Unterlagen akzeptiert haben und nun wäre angeblich meine Auszahlung am 5.1.24 abgeschlossen. Ich habe bis heute kein Geld erhalten. Eine Quittung oder Antwort erhalte ich nicht. Ich bitte um Hilfe. Leider kann ich den Screenshot nicht anhängen.

Dear sstrunk1207,

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 understand the whole situation completely. Have you made any successful withdrawals before? Could you please advise us on the current status of your withdrawal request? Is it marked as pending or processed in your casino account? If possible, please post a screenshot of your withdrawal history here in this thread.

Also, have you accumulated your winnings with or without an active bonus?

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.

Best regards,

Kristina

Hello Kristina, thanks for the help. It arose from an initial wager-free bonus. You could make a profit of up to 100 euros from this. Deposit was 20 euros. I requested a payout for 100 euros. That was before Christmas. Documents were only requested in January and nothing has been answered since. At some point the email came that it had been approved. I should request a payout again. I did this. Then nothing came again for a while. Then I see in the status that it was supposed to have been completed since the 8th. Since I didn't receive a receipt or email, I asked for feedback again but again no answer. No money comes either.

Hallo Kristina, danke für die Hilfe. Es entstand aus einem anfänglichen umsatzfreien Bonus. Daraus durfte man bis zu 100 Euro Gewinn machen. Einzahlung waren 20 Euro. Ich habe bei 100 Euro die Auszahlung beantragt. Das war vor Weihnachten. Erst im Januar wurden Unterlagen angefordert und seitdem nichts mehr beantwortet. Irgendwann kam die Email das es genehmigt wurde. Ich solle nochmal eine Auszahlung beantragen. Das habe ich getan. Dann kam wieder länger nichts. Dann sehe ich im Status das es angeblich seit 8. abgeschlossen sein sollte. Da ich keine Quittung oder Email erhalten habe, habe ich wieder um eine Rückmeldung gebeten aber wieder keine Antwort. Geld kommt auch nicht.

Hello sstrunk1207 & Kristina,

Greetings from WestCasino!

The player indeed place a withdrawal request on January 05, 2024 for the amount of EUR 100. This has already been processed and paid by the casino on January 12,2024. This is also shown in the screenshot provided above by the player, under the status column where the transaction is shown as being completed.

The funds should have reached the player already at this point.

All the best,

Eduard

Hello, no the money hasn't arrived. That's the problem. Please send me a proper receipt to where it was transferred. You may have typed incorrect bank details or something similar. If I had it, I certainly wouldn't open a complaint here.

Best regards

Sandra

Hallo, nein das Geld ist nicht angekommen. Das ist ja das Problem. Bitte senden Sie mir einen ordentlichen Beleg wohin es überwiesen wurde. Evtl. haben Sie falsche Bankdaten abgetippt oder ähnliches. Wenn ich es hätte, würde ich sicherlich hier keine Beschwerde eröffnen.

Viele Grüße

Sandra

Hello sstrunk1207,

I am sorry to hear that the funds haven't reached you.

The only confirmation we are able to provide directly to players is the one from the transaction history, which you can see on your end as well.

The funds were paid to the bank account you inserted when requesting the withdrawal, which I see you have also verified with the casino by providing a bank statement for it.

In order for us to be able to investigate this further, please provide us with a bank statement (for the account you requested the withdrawal to) from January 12th until today.

You can attach this here or you can contact our 24/7 support team and provide it to them.

All the best,

Eduard

Hello everyone,

Thank you both for your replies.

sstrunk1207, please forward the bank statement to the casino's support and keep us updated. Thank you

Hello, yes I do that. Or should I upload it here? Still have to find it out.

Hallo, ja das mache ich. Oder soll ich es hier hochladen? Muss es noch heraussuchen.

Here is the proof. It shows that no money has been received from the West Casino. I therefore request that the 100 euros be paid out to me as quickly as possible.

Best regards

Sandra

Hier ist der Beleg. Darin ersichtlich, dass kein Geld des Westcasinos eingegangen ist. Daher fordere ich auf, mir die 100 Euro schnellstmöglich auszuzahlen.

Viele Grüße

Sandra

Hello sstrunk1207,

In order for us to investigate this, we require a bank statement in pdf format with all the transactions visible from

January 12, 2024 until today.

The document needs to be the original issued by your bank, without any alterations or covered information.

All the best,

Eduard

But that is against data protection. Everything is clearly visible there. The name does not appear on the left. Kristina? What do you say to that? PDF okay.. But is it necessary to disclose everything? Is this chat secured here?

Das ist aber gegen den Datenschutz. Darauf ist doch alles erkenntlich zu sehen. Der Name taucht auf der linken Seite nicht auf. Kristina? Was sagst du dazu? Pdf okay.. Aber ist es notwendig, alles offen zu legen? Ist dieser Chat hier gesichert?

Good morning, the money finally arrived today. Thank you for the help. This closes the case 👍

Best regards

Sandra

Guten Morgen, das Geld ist heute endlich eingetroffen. Dankeschön für die Hilfe. Damit ist der Fall erledigt 👍

Viele Grüße

Sandra

Dear sstrunk1207,

I'm glad to hear that your issue has been resolved successfully. I will now mark the complaint as 'resolved' in our system. 

Thank you for your cooperation, and please do not hesitate to contact our Complaint Resolution Center if you run into any issues with this or any other casino in the future. We are here to help.

Best regards,

Kristina

Casino.Guru