Westcasino scams me and confiscate 7000 euro.

[leeon94]

Hi everyone,

I'm reaching out for advice and support regarding an ongoing issue with WestCasino, where my withdrawal of €6,931.20 has been delayed for months due to repeated requests for documents. I’ll provide a quick timeline below to highlight the frustrating back-and-forth I’ve had with them:

1. May 14, 2024: I received an email from my account manager at WestCasino congratulating me on my winnings and asking for documents for verification.
2. June 27, 2024: WestCasino’s finance team confirmed my account was verified after submitting all requested documents.
3. July 1, 2024 - August 2024: I have followed up multiple times regarding my withdrawal, only to be asked for the same documents over and over, some of which I had already provided months ago. They requested:
   • Passport front and back
   • Selfie with passport
   • Proof of address
   • Selfie holding proof of address
   • Proof of Skrill
   • Skrill lifetime transaction history
   • Wise account statements for all deposits
   • Source of funds form with bank statements showing income from February-April 2024. ( payslips

Each time I send the documents, they claim they didn’t receive them or they weren’t in the format they requested (even though I sent everything according to their guidelines). I’ve provided everything they’ve asked for, including very personal financial information like lifetime transaction histories and source of funds, which seems excessive for a €200 deposit.

Finally, just before their recent website migration, they confiscated my funds. I firmly believe their intention was never to pay me. They kept asking for an excessive amount of documentation over a relatively small deposit and failed to respond when I needed their support or clarification.

Does it help to do a PAB (Pitch-a-Bitch) at this stage? I’m wondering if this could be my next step to challenge their actions and get my funds back.

 

[jasonuk]

Another member posted recently about the migration here - which will be taking place later today.

Normally, I would talk about the recommended order of procedures (in order: internal escalation / PAB first, ADR next, then legal action last), but this is going to be time critical and it may be a choice of one of those paths, rather than each in turn.

I'm sure @maxd will chime in with his thoughts on this one, but you probably want to

You do not have permission to view link Log in or register now.

as soon as possible to lodge a complaint. There is a significant risk of the original operator doing a runner - particularly when there's already a potential bad faith response to date with stalling out a withdrawal for more than four months.

 

[maxd]

I fully agree with @jasonuk , go directly to the MGA without delay. As much as I’d like to offer our PAB service I have to admit that a casino that is behaving as you’ve described is probably well beyond caring about player issues we might bring to them.

I should add that it appears WestCasino is no longer listing the MGA as their licensing body — although references to the MGA still appear in the Terms — and that has me concerned that the MGA may simply wash their hands of the issue under the “not our licensee” excuse. If any of that comes to pass please do come back and file a PAB: we may be able to make some arrangements with the new operator as they might want to avoid any blowback as they relaunch with the new license (whatever that might be).

- Max