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West casino Withdrawal Experiences?

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Rakel1337

Rakel1337

Dormant Account
Joined
Jun 19, 2018
Location
Sweden
I'm waiting for my first withdraw at west casino, documents for verification was sent yesterday. I'm from sweden by the way.

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
 
Last edited by a moderator:
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
 
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.
 
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%
 
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.
 
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
 
Last edited by a moderator:
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..
 
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
 
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.
 
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
 
brianmon said:
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.
Click to expand...

You can see remaining wagering by requesting a withdrawal then it shows whats left to spend.
 
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
 
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???
 
Many of the live chat software's have generic photos and names, even the more trusted brands such as Rolla, Metal Casino still use default settings!

Can you name the rogue casino? I have never seen any link between West Casino and any other.
 
Nicola said:
Many of the live chat software's have generic photos and names, even the more trusted brands such as Rolla, Metal Casino still use default settings!

Can you name the rogue casino? I have never seen any link between West Casino and any other.
Click to expand...
My senses are spiked even more now the docs requested on live chat were exact same as I was asked for on the NetBet I know they are pretty generic (this was to the letter).
As you say could be nothing (but then again) casino in question is NetBet.
 
Was offered a decent sign up bonus for these guys, opened the new acc no issues.
For some reason I cannot log in and play via my phone, it’s a iPhone 7. Never had this issue anywhere else...
Any thoughts?..
 
Playford7 said:
Was offered a decent sign up bonus for these guys, opened the new acc no issues.
For some reason I cannot log in and play via my phone, it’s a iPhone 7. Never had this issue anywhere else...
Any thoughts?..
Click to expand...

For the longest time I wasn't able to log in on pc without turning off ipv6.. not sure if it's related, but that's my useless tidbit o info for the day ;-)
 
Hello irish-ranger

Hope all is well.

I can guarantee that the support agents that you talked to only works for WestCasino. It could be that they had the same image showing in LiveChat.
Since they cannot share their private information, there are standard images offered by LiveChat, to add a picture next to a name, however those are not pictures of themselves.
So in case the other Casino was also using LiveChat for your interaction, this is most likely what happened.

Right now we are not linked to any other Casino.
Hope this clarifies your concern and feel free to private message me in case there is anything that you need.

Best Wishes,
Ed Blake
 
Playford7 said:
Was offered a decent sign up bonus for these guys, opened the new acc no issues.
For some reason I cannot log in and play via my phone, it’s a iPhone 7. Never had this issue anywhere else...
Any thoughts?..
Click to expand...

Hello Playford7

Hope this message finds you well.
You should be able to play using your iPhone 7 for sure. I would recommend to use Safari as a browser as it's best optimized for the Casino.
Also clearing the cache and cookies from your browser can help, in case your browser saved old data of the site.
Right now the site has changed a lot and a fresh browser is always recommended.

Let me know in case you still encounter any problems, although everything seems to be in order.

Best Wishes,
Ed Blake
 
Eduard Blake said:
Hello irish-ranger

Hope all is well.

I can guarantee that the support agents that you talked to only works for WestCasino. It could be that they had the same image showing in LiveChat.
Since they cannot share their private information, there are standard images offered by LiveChat, to add a picture next to a name, however those are not pictures of themselves.
So in case the other Casino was also using LiveChat for your interaction, this is most likely what happened.

Right now we are not linked to any other Casino.
Hope this clarifies your concern and feel free to private message me in case there is anything that you need.

Best Wishes,
Ed Blake
Click to expand...
Thanks for the heads up I just was Shocked when I seem to get the same agent..

All the best
 
Eduard Blake said:
Hello Playford7

Hope this message finds you well.
You should be able to play using your iPhone 7 for sure. I would recommend to use Safari as a browser as it's best optimized for the Casino.
Also clearing the cache and cookies from your browser can help, in case your browser saved old data of the site.
Right now the site has changed a lot and a fresh browser is always recommended.

Let me know in case you still encounter any problems, although everything seems to be in order.

Best Wishes,
Ed Blake
Click to expand...
Many thanks for the reply, I’ve tried all of the above. Also tried my tablet.
Just tried again now and it just will not logs in at all.
 
722B3EA9-531F-4348-AAD7-C00E6131D3A2.webp

It just sticks like that and never logs me in :-/
 
I didn't know they accepted people from my country. I know that they didn't in 2019. I haven't played here myself but signed up today with them. There is a 100% bonus or 150% welcome bonus through affiliates but the wager requirements are 35x deposit and 35x bonus which is insane.

I have send in my documents to be verified before making a deposit as I don't like surprises. Let's see what happens. So far I can see that they have one of the best layouts there is with all the popular game providers.

Edit: Lol my account is already verified.
 
Last edited:
Hey

I made account got some bonus killed the wager made the withdraw and currently 23H and counting sence request Sadly no timeframes where given on . I used skrill. Live chat keeps saying wait it will be done soon . I tought it takes Up to 24H ?

Daniel
 
daniels262611 said:
Hey

I made account got some bonus killed the wager made the withdraw and currently 23H and counting sence request Sadly no timeframes where given on . I used skrill. Live chat keeps saying wait it will be done soon . I tought it takes Up to 24H ?

Daniel
Click to expand...
What i've read is that they have a pending period of 24-72 hours.
It took 9 days for me to get my withdraw.

I belive that you will get your withdraw but be advised that it will take some time.
 
Here we GO AGAIN. Classic answers.

Hello Danil,

Thank you for your email.
All payments are processed with priority, in stages and in the order received by all users.
This also means that newly made payment requests usually move down the queue.
Have no worries, once the transaction has been fully processed on our end, you will be notified via an automatic email!
Thank you for your patience and we wish you a wonderful day.
 
daniels262611 said:
Here we GO AGAIN. Classic answers.

Hello Danil,

Thank you for your email.
All payments are processed with priority, in stages and in the order received by all users.
This also means that newly made payment requests usually move down the queue.
Have no worries, once the transaction has been fully processed on our end, you will be notified via an automatic email!
Thank you for your patience and we wish you a wonderful day.
Click to expand...
I Got the money . Im sorry but its hard to find now a great casino . Wich are playing bye the rules thanks westcasino and i will make another deposit.

Thanks
 
I played today for the first time. Won some money, tried to witdraw, got an error and now 2000 euro is "stuck" and does not show in my withdrawels and not in my balance ... hope they fix it...
 
Now they are asking bank statements.. i only deposited like 75 euro. Played away my witdraw and closed my account. I beginning to hate online casino's!
 
JeroenM said:
Now they are asking bank statements.. i only deposited like 75 euro. Played away my witdraw and closed my account. I beginning to hate online casino's!
Click to expand...

So you played 2000 eur winnings back just because they asked your bank statement?

So the error got fixed, you got money to your balance and decided to play it all, it might be better for you really if you start to hate online casinos that much that you never deposit to them again. Casinos these days ask for different documents and if you prefer to lose 2000 eur instead of sending the requested bank statement, you can expect similar experiences in the future as well.

If not to send bank statement is worth of 2000 eur, it's ok but wouldn't really blame the casino for your decision to blow your all balance off, like said, it better for you if you hate casinos that much that you don't make a single deposit and in the possible scenario of winning, repeat the same action just because you were asked some document.
 
@Slottery You are right, maybe I was a little dramatic but then again I am so familiar with losing money it did not even bother me to play it away. (it was 3000 actually). I also only deposited 75 euro so that is the real loss. Also you would not believe how fast I lost the 3000. All games were totally dead lol.
 
I started witdraw from Thursday 24th juni, it’s now 28th, it’s still pending. They are friendly at the customer chat , but they can’t help getting it move like normal other online casinos. They give a lot of fake news, like soon very soon stuff like that. It’s now 5 days later, and still nothing happend. Hopefully someone from westcasino takes this matter serious…
 
Eduard Blake said:
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
Click to expand...
 
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