MrWest Casino - O depósito do jogador foi atrasado.

This casino simply shouldn't be open as it doesn't have the capacity to deal with the problems nor the resolution capacity considered acceptable.

I made a deposit of €20 on May 20th via bank transfer (the only possible way I was given), and to this day the money has never arrived in the account, even after it was immediately withdrawn from my bank account. After spending a whole month contacting support, the answer was always the same "we are investigating the situation". I've sent proof from the bank confirming that the money is on their side and so far there's been no response other than the one they give me when I ask for information. How is it possible that after almost 2 months they still don't have a solution? I want my money, whether it's sent to the account it was taken from or to the casino.

In conclusion, this is already the second time something like this has happened. On the first deposit, after contacting support, they immediately put the money in the casino, this time it's been 2 months. It's surreal, nobody deposits money to never receive it or to play after 6 months.

Este casino simplesmente não devia estar aberto pois não tem capacidade para lidar com os problemas e nem a capacidade de resolução considerada aceitável.

Efetuei um depósito de 20€ no dia 20 de Maio através de transferência bancária (a única forma possível que me era dada), até hoje o dinheiro nunca chegou à conta, mesmo após ter sido logo retirado da minha conta bancária. Após passar um mês inteiro a contatar o suporte, a resposta foi sempre a mesma "estamos a investigar a situação". Enviei comprovativos do banco tudo que confirma que o dinheiro está do lado deles e até agora não houve qualquer resposta a não ser a que me dão quando procuro informações. Como é possível que passado quase 2 meses ainda não tenham uma solução? Quero o meu dinheiro, seja ele enviado para a conta de onde foi retirado ou para o casino.

Concluindo que esta já é a segunda vez que acontece algo do género, no primeiro depósito após contatar o suporte colocaram logo o dinheiro no casino, desta vez já vai fazer 2 meses. Só surreal, ninguém deposita o dinheiro para nunca o receber ou para jogar passados 6 meses.

Dear player,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. If your deposit has never been credited to your casino account, the only thing I would recommend is contacting your payment provider. They need to investigate, but bear in mind, that it’s a complicated process that takes one month approximately. In these cases, the casino usually has its hands tied.

I’m sorry that we couldn’t be of much help at this time. I will leave this complaint open for a month and kindly ask you to keep us updated. Thank you very much for your understanding.

Best regards,

Dominika

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Thank you for your patience, and stay safe.

At the moment the money has left the account, and it appears in detail on my bank statement, it's because the money is on their side, otherwise they would never have issued a receipt containing all the company's details. The deposit was made on May 20th, so it's July. What's more, it's ridiculous that I have to constantly send messages because they don't give me any information.

De momento que o dinheiro saiu da conta, e entra detalhadamente no meu extrato bancário é porque o dinheiro está do lado deles senão nunca teria sido emitido um comprovativo em que estão todos os dados referentes à empresa. 20 de Maio que foi feito o depósito, já estamos em Julho. Além que é só ridículo ter que ser eu a andar constantemente a mandar mensagens porque não me facultam qualquer informação.

Dear player, have you contacted your payment provider?

I didn't contact anyone but their support, where the phrases are always the same and the answers don't add any information. That payment provider was where they said their problem was and where they were resolving it while they investigated. Apparently there is a long list of customers dealing with deposits that never reach the person's casino account. My question is, on what grounds am I now going to go to the bank after 2 months to talk about a transaction that they obviously sent the money because there is proof of transfer. I want to know if you can help me with them or not.

Eu não entrei em contato com ninguém a não ser com o suporte deles, em que as frases são sempre as mesmas e as respostas em nada acrescentam qualquer informação. Isso do provedor de pagamentos foi onde eles disseram que estava o problema deles e onde estavam a resolver enquanto investigavam o ocorrido. Pelos vistos existe uma longa lista de clientes a tratar de depósitos que nunca chegam à conta do casino da pessoa. A minha questão é, com que moral vou agora eu ao banco passado 2 meses falar de uma transação que eles obviamente enviaram o dinheiro porque existe um comprovativo de transferência. Eu quero é perceber se vocês me podem ajudar com eles ou não.

Dear player, kindly contact your payment provider to clarify the status of the transaction in question.

To proceed with your case, could you please forward me the following documents?

• deposit receipt
• screenshot of your transaction history in your casino account
• communication with your payment provider
• communication with the casino customer support
• bank statement starting from the date you made the transaction that has not been credited to your casino account until today

My email address is dominika.l@casino.guru. Thank you for your patience and cooperation.

Hi Dominika, when you say contact the payment provider, do you mean the bank? Because the transfer was made there. I don't have all the documents you're asking for. Likewise, what you're asking about support isn't possible because all the conversations disappear. The transaction history doesn't appear, but I have a printout of when the deposit was validated, after which it disappeared from the history. I'll send you everything I have in my possession and then you can let me know if anything else is needed. To send you the documents, do I add my email address or some other way of making it clear that the documents are mine? Thank you

Olá Dominika, quando fala em contatar o provedor de pagamentos, fala do banco? É que a transferência foi feita por lá. Em relação aos documentos que pede não tenho todos. Assim como o que pede em relação ao suporte não é possível porque as conversas desaparecem todas. Em relação ao histórico de transações não aparece, mas eu tenho print de quando foi validado o depósito, depois é que desapareceu do histórico. Eu vou enviar tudo que tenho em minha posse e depois informa-me se é preciso mais alguma coisa. Para lhe enviar os documentos, acrescento o meu email ou outra forma para perceber que os documentos são meus? Obrigada

Dear player, kindly contact your bank to ask for clarification on the status of the transaction, and please send me the conversation or response you receive from them.

However, I haven’t received any emails yet. Please make sure to send everything from your email address to dominika.l@casino.guru.

Mr West Casino

How can you say that if the

It got lost along the way, nothing like this has ever happened with my bank and I play in a lot of casinos, this is the second problem with the deposit on your site. And to finish off, I'd like to know at what point, after 2 months of contacting support and constantly receiving the same reply that I'd be informed by email when you had any information. Do I have to file a complaint to finally get an answer? RIDICULOUS

Mr West Casino

Como é que vocês podem dizer isso se o

Perdeu-se pelo caminho, nunca aconteceu nada do género com o meu banco e jogo em imensos casinos, já no vosso site já é o segundo problema com o depósito. E para rematar, gostava de saber em que momento após 2 meses a contatar o suporte e a receber constantemente a mesma resposta de que seria informada por email quando tivessem alguma informação. É preciso vir apresentar reclamação para obter finalmente uma resposta? RIDÍCULO

Dominika, yes, I'll send everything I have and try to talk to the bank too. However, as I said above, it doesn't make any sense for the operation to be extracted if it hadn't been completed. There's a receipt with all the company's details.

Dominika, sim vou enviar tudo que tenho e tentar falar com o banco também. No entanto como respondi em cima, não faz qualquer sentido estar extratada a operação senão tivesse sido concluída. Existe um comprovativo com todos os dados da empresa.

Dear MrWest Casino, thank you for the information provided.

Dear player, to proceed with your complaint, I kindly ask you to provide proof that the transaction has not been refunded back to your bank account. Please send us a bank statement covering the period from May 20 until today, showing clearly that no refund of the €20 deposit was received.

Without this evidence, we will not be able to continue helping you, as we must be sure the funds truly left your account and are not already returned.

Ahh, so if I send you the statement and prove that they didn't give me the money back, that's enough to prove that the transfer was made? Dominika, I'm going to email you that month's statement now.

Ahh então se eu mandar o extrato e comprovar que não me devolveram o dinheiro chega para provar que a transferência foi feita? Dominika vou-te enviar agora por email o extrato desse mês.

Dominika, I've already emailed you the statements. Thank you

Dominika já mandei os extratos por email. Obrigada

Thank you very much for providing the necessary information. I will now transfer your complaint to my colleague Peter (peter.c@casino.guru) who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.

Hello there,

Thank you Brita6 for providing us with all the information. I hope we'll be able to resolve this issue together. I will review the information provided to me and get back to you as soon as possible.

Thank you for your patience during this time!

I just ask you not to let this pass. I would never go to all this trouble if it wasn't true. I've already sent the documents and I'm waiting for a reply. Thank you very much

Eu só peço pra não deixarem isto passar. Eu nunca me daria a este trabalho todo se não fosse verdade. Já mandei os documentos e aguardo resposta. Muito obrigado

?

Thank you for providing the information Brita6.

Dear MrWest Casino representative, the player has provided us with both a bank statement and proof of payment of the specified transaction, which according to the bank, has been credited to your payment provider. Would it be possible to provide any evidence from your side about the status of the payment from your payment provider? You can forward any information to my email. (peter.c@casino.guru) Thank you in advance for your cooperation!

Dear Peter,

Thank you for the reply!

Indeed the player provided a proof of payment for that transaction, which was forwarded to our payment provider which confirmed no funds were received on their end for that transaction.

I provided the information directly to your email address.

Warm regards,

Eva Stone

Head of Customer Experience

MrWest Casino

Yes, but in addition to the receipt I've already sent all the statements in which it's clear that the money only left the account, never returned, was never refunded and even less went into the casino balance. Not to mention that on my very first deposit something like this happened with a card payment and only after insisting with support did they put the amount on my balance. I don't want anything from you, I just want what's mine.

Pois, mas além do comprovante eu já enviei todos os extratos em que claramente se vê que o dinheiro apenas saiu da conta, nunca regressou, nunca foi devolvido e muito menos entrou no saldo do casino. Já para não mencionar que logo no primeiro depósito aconteceu algo do género com pagamento em cartão e só após insistir com o suporte me colocaram o valor no saldo. Eu não quero nada vosso, apenas quero o que é meu.

Dear Peter,

Thank you for the reply!

I understand your concern and the situation, however we are unable to credit amounts which were not actually received by us.

Since your registration with us you have made 1 successful deposit, in the amount of EUR 20, using the same payment method, on May 13th, 2025. Amount which was credited accordingly to your casino account and used entirely to place bets.

Warm regards,

Eva Stone

Head of Customer Experience

MrWest Casino

That's a lie, my first deposit was made via debit card, a method that disappeared after that first deposit problem. The second deposit was made via bank transfer, the only option your casino gave me at the time to make the deposit. The transfer details were provided by your casino, so the money was transferred to the account you provided. Don't tell me it was by the same method because that's a lie and I can prove it by looking at the receipt for that first deposit, which was made by card.

Isso é mentira, o meu primeiro depósito foi feito via cartão de débito, método esse que desapareceu após esse primeiro problema de depósito. O segundo depósito foi feito via transferência bancária, a única opção que o vosso casino no momento me dava para efetuar o depósito. Os dados da transferência foram dados pelo vosso casino portanto o dinheiro foi transferido para a conta que cederam. Não venha dizer que foi pelo mesmo método porque isso é mentira e posso prová-lo indo procurar a nota de lançamento desse primeiro depósito que foi feito com cartão.

Dear Brita6,

Thank you for the reply!

Your successful deposit, dated May 13th, is made using bank transfer. You have no successful deposits using other methods in our casino.

Warm regards,

Eva Stone

Head of Customer Experience

MrWest Casino

That's how you get paid, because I know I paid by card the first time, and I remember it perfectly because I've never had that payment method disappear in any casino. What's more, I'd like to know why it's not possible now to see the transaction history in the casino.

I wasn't going to "screw around" for €20, so I know that the payment was made. And further proof of this is what appears in your casino after making the deposit. I take screenshots of everything for this very reason, there's no shortage of fraudulent casinos. And I have the print that appears saying that the deposit was successful.

Isso é como vocês recebem porque eu sei que fiz o pagamento por cartão a primeira vez tanto que lembro-me perfeitamente porque nunca me aconteceu em nenhum casino desaparecer essa forma de pagamento. E mais, gostava de saber porque não é possível agora ver o histórico de transações no casino.

Eu não me ia "borrar" por 20€ portanto eu sei que o pagamento foi feito. E outra prova disso é o que aparece no vosso casino após efetuar o depósito. Tiro prints a tudo exatamente por isto, não faltam casinos fraudulentos. E tenho o print que aparece a dizer que o depósito foi bem sucedido.

Hi Peter, will I be informed here or by email about the complaint?

Olá Peter, vou ser informada por aqui ou por email sobre a reclamação?

Thank you for providing me with the information representative.

Dear Brita6, the casino has provided me with back office information about your transaction, which shows it to have failed. I don't think we can do anything in this situation other than recommend you to contact the casino's licensing authority to perform an investigation of their own. The Gaming Authority has more options and tools to help players. You can contact the Anjouan Gaming Authority through the validator on the casino website. (validator link) Please let me know if you need help with submitting the complaint or how they responded, if you can do it on your own (peter.c@casino.guru). I am sorry I could not be of more help on this occasion.

Peter, of course I want help. I play in a lot of casinos and I've never experienced any risk or situation like this. This casino has been nothing but trouble so far, I see complaints all the time and I don't think it's fair that because of their provider I lose my money. My bank would never issue a receipt if the money hadn't been transferred. I want you to explain everything that needs to be done! Thank you

Peter claro que quero ajuda. Jogo em imensos casinos e nunca passei por qualquer risco ou situação parecida com esta. Este casino até agora foi só problemas, vejo constantemente reclamações e não acho justo que por causa do provedor deles eu perca o meu dinheiro. O meu banco nunca imitiria um recibo se o dinheiro não tivesse sido transferido. Quero que me expliques tudo que é necessário fazer! Obrigada

Dear Brita6, once you click the validator link I provided in my last message, there is an option to file a complaint. You will need to fill it up with your personal information and details regarding your complaint. The Gaming Authority has more options and tools to help players. Keep me informed about any developments, such as how they responded. Thank you in advance for your cooperation!

Dear Peter & Brita6,

Thank you for the reply!

The player should contact their bank for further assistance regarding the transaction.

As a casino we are unable to apply funds to an account that haven't actually been received by us.

Warm regards,

Eva Stone

Head of Customer Experience

MrWest Casino

Dear Eva Stone, I've been a customer of my bank for years and I don't know how it works in your country, but in mine, no bank will issue a transfer note without it having been made. I'm going to do as you told me here, I'm going to contact the "Anjouan Gaming Authority" because I'm sure the problem is on your end. I play in several casinos and have never had a problem except with your site.

Querida Eva Stone, sou cliente do meu banco há anos e não sei como funciona no seu país mas no meu, banco nenhum emite uma nota de transferência sem esta ter sido feita. Eu vou fazer tal como me disseram aqui, vou contatar a "Anjouan Gaming Authority" porque tenho a certeza que o problema está no vosso lado. Jogo em vários casinos e nunca tive problema nenhum a não ser com o vosso site.

Peter, I've been on vacation, can you send me the link to file the complaint again? Thank you

Peter eu estive de férias, podes me mandar de novo o link para apresentar a reclamação? Obrigada

Dear Peter & Brita6,

I understand your frustration, however in this case your only option is to solve the matter with your bank.

They are the only ones that can actually provide you with information regarding those funds and if they have been returned to you already.

If you wish to contact the regulator you can of course do so and we will provide to them the same proof that has already been provided to the casino.guru team. This will be a lengthy process and will eventually lead to the same outcome as the complaint here.

Warm regards,

Eva Stone

Head of Customer Experience

MrWest Casino

Dear Brita6, I have provided you with a guide on how to contact the regulator in your email. Let me know if you have any questions, and if not, please forward me what the regulator has responded. Thank you in advance!

Dear Brita6,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

We regret to inform you that, due to the lack of response from the player to our messages, inquiries, and reminder, we are unable to proceed with further investigation or provide potential solutions at this time. As a result, we must close this complaint for the moment.
However, please note that the player retains the option to reopen this complaint at any time in the future should they choose to resume communication. We remain open and ready to assist in resolving the matter should the player decide to reach out again.

Thank you for your understanding.

Best regards,
Peter
Casino.Guru