WestCasino Support and Complaints Thread

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Last post made 1 year ago by Berks
WestCasino
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  • WestCasino
  • Malta Casino Rep 16
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  • Greetings folks,

    First, I'd like to express my appreciation for this amazing online community and the opportunity of being part of it. During five years of work in the Online Gambling Industry, for a couple of fairly popular brands, your website has been one of the main references when it came to the latest trends, news and top promotions, so I made a habit of checking it out periodically.

    Recently I've teamed up with a couple of extremely dedicated Casino gurus, keen on delivering the ultimate gaming experience and, after months of hard work and commitment, I am proud to introduce you a new brand, one that will always place its customers' satisfaction and preferences first. Best believe that your experience here at WestCasino is going to be an insanely fun, thrilling and engaging one, at all times interactive, accompanied by the nicest tailor-made Bonuses and followed by the fastest possible Cashouts! All of our VIP Players will benefit from exclusive same-day-withdrawals, while our friendly support heroes will always be there for you, ready to help with absolutely anything!

     

    WestCasino is all about loyalty, and making true players feel at home. The entire WestCasino Team will be waiting for you, ready to assist, reward and cheer you up, during each step of your journey here. The doors of the West Mansion are now open for you, and the red carpet laid out.

    Welcome & Good Luck!

  • Welcome to LCB forum! Thank you for being available to assist our members! heart

  • Welcome to LCB forum WestCasino rep, have a good time with us smiley

  • Welcome to LCB Forum! wink

  • Thank you very much, it's a pleasure to be here, I have been following it for quite some time now and you guys always have the best deals and most accurate info. 

    Keep up :)

  • Welcome smiley

  • Welcome to the best casino forum!

  • Hello,

    My problems with WestCasino are solved,thanx to Brad Morris,WestCasino Customer Support Team!

  • Hi there,

    And glad to hear it, we have just started out and we're still working out on the best ways of merging the Casino & the platform, but no matter what...our players will always come first. 

    Brad's a cool guy...he told me about BTG and we are looking into this, as they have some of the greatest slots I've tried..

    Again thank you all for the warm welcome, it's great to be here :)

  • not promising.. second page was all green checks too.. was gonna grab a SS but I pressed the wrong button and lost it..

     

    Screenshot removed - not a good idea to show your email, date of birth etc....  blue

  • TheAverageGuy wrote:

    not promising.. second page was all green checks too.. was gonna grab a SS but I pressed the wrong button and lost it..

    yes thats not cool, but im happy to give them benefit of the doubt . new sites usually have bugs and I hope they fix them soon.

  • Hi there, Thanks for the heads'up and also the print screen, this is the second time we've come across this situation, and the platform tech department is already working on isolating the cause & the best resolution. Fixing all similar bugs and reports is one of our main priorities, and as soon as we will have an answer, I will personally let you know. Thanks for your understanding, Ed.

  • Hello again,

    Just wanted to let you that according to the technicians of our platform, these issues are somehow related to the IPV6 Internet Protocol, which can be easily disabled by following the next tutorials : 

    https://android.stackexchange.com/questions/42726/how-can-i-disable-ipv6

    &

    https://support.microsoft.com/en-us/help/929852/how-to-disable-ipv6-or-its-components-in-windows

    We are still waiting for a final resolution, but do let me know if the issues persist after this.

    Thanks for your understanding, 

    Eduard Blake

    WestCasino Account Manager

  • Made a second registration attempt this evening and upon hitting the register button recieved a notice that the casino does not accept players from my Jurisdiction.

    Nothing in the TOS about Canada being excluded, Canada listed as an option under countries in registration and CDN listed as a currency..

    I tried.. Perhaps another time when everything is all up to snuff.

    Cheers!

  • Hello TheAverageGuy,

    Thanks for letting us know. We'll check what's going on with the Casino Rep.

  • Hello TheAverageGuy

    Hope all is well !


    It's surprising and in the same time saddening to hear that you are unable to create an account, especially since we have quite a few recent registered players from Canada.

    As well we double checked and everything works in good order on our side.

    For example, registered players from Canada today are from different devices including Laptop/PC, Android devices and Apple devices too.

    You should be able to register too! I would highly recommend to use Chrome / Mozila or Safari since these are the best compatible browsers. As well we recommend Android mobile devices, Apple mobile devices and Windows / Mac operated Computers. Clearing the cache and cookies of your browser can get rid of some errors you might get for any reason and it could also do the trick!

    Please also make sure to disable any VPN, proxy or similar service in case one is used. This can have a negative impact in using the website's features. 

    Should you decide to give it another try, please contact me here and let me know how it goes. I am sure you can do it.

     

    Best regards,

    Eduard Blake

    WestCasino Account Manager

  • When it comes to reading, I believe we can learn a lot about the author and the style of writing they've used.  In this instance, Westcasino couldn't have picked a better representative.  The sophistication and charm of your writing skills have made Westcasino all the more appealing and trustworthy.  Especially now that casino has joined LCB's rewards list!  Nevertheless as an, I can only hope for another legislative change so that  players are also accepted at Westcasino.

    Ed... A big warm and friendly welcome to the forum.  I look forward to reading and sharing our experiences with you in future postings.

    thumbs_up

  • Thanks for the reply and suggestions, with some experimentation and some excellent company in live support  I was finally able to register on my mobile, the victory was short lived however as I was still unable to log in on any browser or mobile without recieving the same message about my jurisdiction.

    After disabling WiFi on my cell, I was finally able to log in.. so we've at least isolated the troublespot to some degree. Your live agent was a breath of fresh air after dealing with some less than stellar conversationalists on other sites and I'm now fairly confident that a solution is on the horizon.

    I look forward to exploring your site soon ;-)

  • West Casino seems to be delaying my (small) payout without reason. The service reps try to seem like their helpful (and they are very nice) but they aren't able to actually do anything except tell you the Finance department is working on it. They don't seem to follow their own terms of service and there is no clear process about what the consumer should expect re: timelines, documentation, etc. All I keep getting is "As soon as possible". Well that is not a time frame. You are not supposed to need to be verified until you have withdrawn $2000 and then after I made the withdrawal request support tells me that I need to send documentation - which I would have done beforehand to avoid this if there was an option to do so or your rules didn't say that it wasn't needed. I have really liked playing here and this has just thrown me off of playing here at all.

    -Objxxtnn

  • Kylvhv wrote:

    West Casino seems to be delaying my (small) payout without reason. The service reps try to seem like their helpful (and they are very nice) but they aren't able to actually do anything except tell you the Finance department is working on it. They don't seem to follow their own terms of service and there is no clear process about what the consumer should expect re: timelines, documentation, etc. All I keep getting is "As soon as possible". Well that is not a time frame. You are not supposed to need to be verified until you have withdrawn $2000 and then after I made the withdrawal request support tells me that I need to send documentation - which I would have done beforehand to avoid this if there was an option to do so or your rules didn't say that it wasn't needed. I have really liked playing here and this has just thrown me off of playing here at all.

    -Objxxtnn

    Hello Kylvhv,

    Please send me your casino username to private message inbox and we're going to contact the Casino Representative.

  • Hello Kylvhv,

    Thank you for providing us with your casino username. The Casino Representative has been notified. We'll keep you updated.

  • Hi and thanks for letting me know.

    I see the withdrawal was successful and it was confirmed when you contacted our support agents about 4 hours ago.

    Congrats on your winnings and hope to see many more to come.

    Merry Christmas everyone
    And a happy new year !

  • We've received a private message from Kylvhv, confirming that he received his withdrawal. We consider this complaint resolved.

  • Another rogue casino.  Stay away.

    This is another example of a casino luring and and advertising bonuses that the user is not eligible for after depositing.

    BLUE150 was advertised by email and even on my deposit page.  

    It was not added. I asked support to add it.  They first said I'm not eligible,  thereafter they could not find it.

    STAY AWAY.

  • Omar Sahid wrote:

    Another rogue casino. Stay away.

    This is another example of a casino luring and and advertising bonuses that the user is not eligible for after depositing.

    BLUE150 was advertised by email and even on my deposit page.

    It was not added. I asked support to add it. They first said I'm not eligible, thereafter they could not find it.

    STAY AWAY.

    Hello Omar Sahid,

    If you want us to get in touch with the Casino Representative regarding this issue with the bonus code BLUE150, please send me your casino username to PM inbox.

  • Username rgabiola

    • Withdrawal of 300 usd processed last july 19 and they sent a reference number but casino returned to balance because they claimed my bank cannot accept their transfer. I called my bank and they said it was impossible. Until now my withdrawal has been pending.
  • Ewebgiant12 wrote:

    Username rgabiola

    • Withdrawal of 300 usd processed last july 19 and they sent a reference number but casino returned to balance because they claimed my bank cannot accept their transfer. I called my bank and they said it was impossible. Until now my withdrawal has been pending.

    Hello Ewbgiant12,

    We've sent an email to the Casino Representative. Keep you posted.

  • Thanks. Hopefully i hear from them soon.

    • Good day any update from them? Thanks
  • Hello Ewebgiant12,

    No we still haven't heard from the Casino Representative. We've sent him a reminder email. 

  • Hello Ewebgiant12,

    Here's what the Casino Representative says:

    "We have processed the withdrawal on the user's preferred withdrawal method, bank transfer on the 19th of July.
    After the user notified that withdrawal did not reach the bank account, we have escalated and found out that the user's bank did not accept the transfer from us.

    We have informed the user to request a withdrawal on a different method, however the user decided to request the withdrawal via bank transfer again. Therefore, we have approved the withdrawal again and it was processed 8 hours ago.

    We consider the user will receive the funds; however in case the bank does not allow the transfer, the user must use a different deposit method, for example Skrill. We suggested Skrill multiple times, as the fastest alternative.

    Our finance and support team have been in constant contact with the user, in order to make sure payment is made in order."

  • Faced terrible service at this casino. They pay for a very long time. But the worst thing is that they refuse to set a self-exclusion period, which I decided to set in order to wait for payment In live chat, they refuse to install self-exclusion and offer to write to them at support@westcasino.com. 
    But the funny thing is that they don't reply by mail at all. 
    This is done so that the player cancels the request for payment and loses everything. 
    After prolonged swearing, the exception was still installed, but it cleared up by itself after two hours

    Now they write to me in live chat that if I set self-exclusion again, then the withdraw request will be at the end of the queue and I will not receive a win soon. 
    they are trying in every way to provoke players to lose funds and not withdraw them.

  • The finance team is not working during the weekends
    So rest assured, they will handle it as soon as they reach the office on Monday

  • macur666 wrote:

    The finance team is not working during the weekends
    So rest assured, they will handle it as soon as they reach the office on Monday

    Hello macur666,

    Please send me your casino username to private message inbox and we'll get in touch with the Casino Representative.

  • Hello . I have a question? How long does it actually take to get paid out at this casino? I received the confirmation by e-mail on Friday that my documents that I sent in have been verified. Just for information, I requested the payment via skrill. Thought it would be the fastest option, but I haven't received anything yet

  • Hello nasim11nasim11,

    Please send me your casino username to private message inbox and we'll get in touch with the Casino Representative.

  • Hello nasim11nasim11,

    Thank you for providing us with your account details. The Casino Representative has been notified. Please keep an eye on this thread for updates.

  • Hello nasim11nasim11,

    Hope you are doing fine.

    Payments to Skrill are instant once processed. The processing is also done manually by the Finance Team which usually do not work over the weekend so I would expect your payout done on Monday i.e. Today if not already processed out. 

    Have a great day!

    Regards,

    Amanda 

  • Thanks . Just received it.

  • Hello nasim11nasim11,

    We're glad to hear that. Thanks for letting us know!

  • I've had contact with live support and mailed the casino about me wanting to cancel my current active bonus.
    In their Terms and Conditions they state the following:

    • Players can request a withdrawal of their deposits prior to meeting the wagering requirements but keep in mind that the bonus and winnings will be forfeited.
    • Any bonus can be canceled before meeting the wager conditions. Please, contact our Support Staff at support@westcasino.com.

    But both live support or the person who contacted me via e-mail couldn't help me any further with this issue. Both answered that I would still need to meet the requirements before I can make a withdrawal request.

    I hope you guys can help me out!
    Thanks in advance,
    Paul

  • Hello Persedawny,

    Could you please private message me your Casino Username and we will try to get in touch with the Casino Representative regarding your issue.

  • Hello,

    Greetings from WestCasino!

    Players are able to cancel bonuses which they have claimed under the following circumstances:

    1) If they haven't yet begun placing any bets, either with the deposit or the bonus claimed, the bonus can be cancelled on the spot;

    2) If the player has already completed part of the wagering, the bonus can be cancelled at the request of the player - however in this case all the winnings generated from that session will also be cancelled, meaning the player will only be left with the deposit amount in his balance.

    From what I see the player was informed on chat of these two options upon his request.

    If you still wish to go through with this, you can contact us via email regarding this request.

    All the best,

    Eduard

  • Hi Eduard,

    Please tell me why two of your colleagues weren't that keen on canceling my bonus, if you tell me a player should have the option to cancel it with part of the wagered requirement already fulfilled.

    You can see the email in the attached files :)

  • Hello Persedawny,

    Thank you for providing us with your casino username. We will contact the Casino and refer to your latest post. Keep an eye on this thread for any response. 

  • Hello,

    From what I see you were informed of these options on Live Chat on June 25.

    As for the email you posted, the reason it was denied is that you requested to only have the bonus winnings cancelled - which isn't possible.

    As mentioned before if you want to cancel the bonus in this case all winnings are removed, including the ones from the cash balance - leaving you only with the initial deposit amount in your balance.

    I hope this clarifies things!

    All the best,

    Eduard

  • Hi. I requested a withdrawal via Skrill on Saturday and yesterday morning. I know Westcasino doesn't pay out on weekends. But today is already Tuesday and at all other casinos where I play a withdrawal on Skrill takes no longer than a few hours. My account has been verified for a long time and I already had a payout. Why is it still taking so long?

  • Hello nasim11nasim11,

    Can you please send us your Casino Username via private message, so we can get in touch with Casino Representative?

  • Hi. Sorry the link to your private inbox is not working. My username is na***** Many Thanks

  • Hi 1nasim11,

    Thanks for sharing your credentials. We will try to get in touch with Casino Representative in order to help you. Please keep us posted.

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