West casino Withdrawal Experiences

Rakel1337

Newbie member
I'm waiting for my first withdraw at west casino, documents for verification was sent yesterday.

As pending time was requested by admin I'll keep this thread updated and we'll see how it goes for future players to know about
 

Rakel1337

Newbie member
They told me I'm currently in the final stage, let's see what that means. Almost chocked how polite the chat staff is its almost scary
 

Rakel1337

Newbie member
I have now been put to another final stage, at this point I'm not sure if I'm being tricked or if I reached the final final stage I'll be back.
 

lockinlove

Staring into the sun
PABaccred
felt like playing a bit and try something new

Just want to say the live chat support here is amazing. Very very friendly and welcoming which is really nice these days because alot of them are cold and robotic. Best support ive ever had actually.

Their wager was 35x+35x after talking to support and I said oh I cant play here with wager like that. They changed it to 40x the bonus for me and said they are open to work with players.

A few drawbacks is they dont have many providers and some of the wager on a few slots is only 30%
 

TheAverageGuy

~Master of Slack~
mm2
Can’t speak to withdrawals as I never won enough to warrant it, but looking over the site the other day it looks like they’ve gotten even better than when they first opened as far as withdrawal times/bonus terms and have really improved slot selection and promos/vip.. this says a lot as I was quite pleased with my time playing there to begin with.. and yes.. live support is hands down some of the best out there.
 

Eduard Blake

Official West Casino rep
Hey there beautiful people !

My name is Eduard Blake and I am the WestCasino Rep.

Private message me if there is anything you want me to look into .. Related to your account, of course :)
Thank you for all your feedback and I started to love the support team myself. They want to feel human, and not robotic. It will stay this way, I guarantee.
Withdrawal times are a priority for us, we want to reach the top there as well.

It's a pleasure to announce that very soon we will have 'Big Time Gaming' slots too. It's one of my favorite game providers and I think it's also one of your favorites.

Message me in case there is anything you need or if you want to find out stuff about us. I can also look into account related queries for you.

Best Regards,
Ed Blake
 
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Nicola

Meister Member
mm1
It's a pleasure to announce that very soon we will have 'Big Time Gaming' slots too. It's one of my favorite game providers and I think it's also one of your favorites.

Best Regards,
Ed Blake
It's taken EveryMatrix forever to get them! Great news :cheers:
 

gottoslot

Newbie member
Not impressed at all.. the live chat team are friendly but verification of documents took almost 2 days..

Got paid quickly after that by bank wire transfer which CLEARLY says 0 euro fees.. But they took 10 euro.

And please, If you sent a promo email, double check it! dont put 50 x wagering and 35 x wagering on free spins winnings in the same email..
 

Eduard Blake

Official West Casino rep
Hi Gottoslot

Sad to hear you were not impressed, however I looked in your account and your withdrawal was paid in less than 48 hours.
Perhaps your bank took some time, however you can check the transaction history in your account and it is confirmed.
We are looking to pay your withdrawals even faster and I am confident your next one will be processed in less than 24 hours. Hopefully within a couple of hours.

Regarding the 10 Euro fee, I will have this investigated. I know it shows the 10 Euro fee, however I have to double check it with the testing team how it shows for Belgian players.
In the meantime we added a 15 Euro bonus with 1x wagering. So you only need to bet this amount once in order to have it as real cash.
Should the fee not show right now, in the shortest time it will show for sure. Transaction fees should always be visible.

Regarding the 50x wagering for free spins winnings, you are right. The text was misleading and it showed as well Thirty Five times instead of Fifty.
Thanks to you, this is being changed as we speak and you will not get such information in future promotions.

Let me know in case there is anything else you need. Feel free to private message me and I will get back to you ASAP.

Best Regards,
Ed Blake
 

brianmon

Meister Member
webby
mm4
I joined on wed 8th aug. Made a deposit and selected the bonus.
The bonus wasn't added, live chat was offline. So I sent a message and waited.
After an hour or so, I got sick of waiting and just started playing my deposit.

Around 9 hours later I received an email, saying the bonus couldn't be added since I'd used my deposit.
Of course I used my deposit. if I make a deposit it's with the intention of playing there and then, NOT waiting around for hours to play.

Luckily I made a small profit and requested a withdrawal.

It took until Friday afternoon for documents to be requested, an hour for the documents to be acknowledged, around 24 hours for approval and another 24 hours, or so, to be processed to my Neteller.

Took a chance on the second deposit, although that was credited ok.

As for the third deposit bonus, that has yet to appeared as an option on the deposit page.

I have three criticisms to add...

1. There are no links from the promotions pages to the bonus terms. You have to go searching for them through the 'Help' option, then in the FAQs section, 'Casino' section and scroll down the list until you get to 'What are your bonus terms'. AFAIK this isn't UKGC compliant.

2. There is no way to monitor wagering. According to the FAQs you need to contact live chat or support. What use is this if live chat and support (obviously) aren't available 24 hours? West casino is on the EveryMatrix platform, where wagering is AFAIK always available in the 'your account' section.
So I can only assume they've opted out of this option, rather than it just not being available.

3. As with the new UKGC rules, if you're playing with a bonus but haven't touched the bonus money, you can make a withdrawal and cancel the bonus.
EXCEPT there is this clause in the FAQs section....
" Note that if winnings has occured on your cash bets with a bonus connected to it, that is considered bonus winnings and those winnings will also be forfeited "
Also AFAIK, NOT UKGC compliant.
 

lockinlove

Staring into the sun
PABaccred
They shouldnt have said you cant have a deposit bonus because you started playing. This has happened to me at other casinos and no matter what I did, they always added the bonus whether I played the night before or not.
 

Nicola

Meister Member
mm1
Couple of points after recent testing...

- Was charged £8 on top for depositing by debit card then to withdrawal via Trustly it said 2.5% charge?
- Thunderkick games do not meet UKGC Responsible Gambling requirements - this more likely a EveryMatrix issue then yourselves
 

Nicola

Meister Member
mm1
2. There is no way to monitor wagering. According to the FAQs you need to contact live chat or support. What use is this if live chat and support (obviously) aren't available 24 hours? West casino is on the EveryMatrix platform, where wagering is AFAIK always available in the 'your account' section.
You can see remaining wagering by requesting a withdrawal then it shows whats left to spend.
 

Eduard Blake

Official West Casino rep
Hi Brianmon

First of all congratulations on your winnings, hope it's the first withdrawal of many more to come.

I had a look on the account and indeed, I see the bonus was not added for some reason, however I also saw why it was not added afterwards.
We would add deposit bonuses even if you start playing your balance, however in your case, you had no balance, and a withdrawal request of 5 times the deposit.
It was probably for the best that you did not get the bonus, otherwise you would have to wager.
I will look more into the feedback that you gave us, and I do appreciate even the criticism. We want to make changes to offer the best experience there is out there.

Hi Nicola

Thank you first of all for the information about the wagering progress, where everyone can see it.
Could you please private message me your username so that I can look into your fee issue? I know there are no fees for card transactions.
The £8 fee sounds like a deposit fee that you pay from your side to Trustly in case you deposit £200. However we charge no fee for depositing via Card / Trustly.

Best Regards,
Ed Blake
 

irish-ranger

Experienced Member
MM
An old thread I know opened an account here a few weeks back today I pop on to live chat as I wanted to verify my account before I despoit.
To my shock horror the chat advisor was the same guy I had been taking to in another casino 5 mins previously.
This other casino are rogued around these parts which I won't name (yet) I have searched the brand and can't find any links is it possible that casinos out source customer services and I have just been unlucky???
 
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