WestCasino - A conta do jogador foi restringida sem aviso prévio.

Good day

I have had an account with Westcasino for some time now and live in Germany

Since today the laws must have changed for German players the cas8no (Westcasino) is probably forbidden

My problem is that I have not been informed and since today I have not been able to access my account, although I still have money on it that I would like to have back

Now I don't know how to proceed, can you help me?

I have already written an email to the casino but still no response and no access to my account.

Kind regards, Marcelline ****

Guten Tag

Ich habe schon seit längerem ein Account bei Westcasino wohnhaft in Deutschland

Seit Heute müssen sich die Gesetze geändert haben für deutsche Spieler ist das cas8no (Westcasino) wohl verboten

Mein Problem ist dass ich weder informiert wurde noch seit Heute auf meine Konto zugreifen kann auf dem ich aber noch Geld habe was ich gerne wieder hätte

Nun weiß ich leider nicht wie ich weiter vorgehen soll können Sie mir da weiterhelfen??

Habe bereits eine Email an das Casino geschrieben aber nach wie vor keine Antwort und d kein Zugriff auf meinen Account.

Mit freundlichen Grüßen Marcelline ****

Dear Mavie,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with WestCasino.

Please allow me to ask you a few questions, so I can better understand the situation. 

• How did you learn your account has been blocked? Could you please provide a screenshot of the situation?
• When have you created an account in the casino and when have you deposited?
• Have you entered your country of residence in your casino profile?
• Could you please share your communication with the casino? Send emails or chat transcripts to my email at tomas@casino.guru, or post screenshots here

I hope we will be able to help you to resolve this issue as soon as possible. Thank you very much in advance for your reply.

Best regards,

Tomas

Hello Thomas, since yesterday I can no longer access my account. I have been registered with Westcasino for about a year and yes I have given my place of residence and state and was also verified. Deposits and withdrawals were without problems and always worked well but now access for German players has been restricted for a few days but previously German players were allowed and now suddenly they are no longer allowed. I can no longer access my account but I still have credit which I would like to have back. Thanks in advance dear Thomas

Hallo Thomas, seit gestern kann ich nicht mehr auf mein Konto zugreifen. Seit ca. Über 1 Jahr bin ich bei westcasino registriert und ja habe mein Wohnsitz und Bundesland angegeben und war auch verifiziert Einzahlungen und Auszahlungen waren ohne Probleme hat immer gut funktioniert aber jetzt ist der Zugang für deutsche Spieler eingeschränkt seit paar Tagen aber vorher waren deutsche Spieler zugelassen und jetzt plötzlich nicht mehr, ich kann auf mein Konto nicht mehr zugreifen aber ich habe ja noch Guthaben was ich gerne wieder haben will. Danke im voraus lieber Thomas

Hello Mavie & Tomas,

Greetings from WestCasino!

I reviewed your account and can see that you logged in both yesterday and today without any issues.

If you need further assistance please feel free to reach out to our 24/7 Live Chat support for quicker resolution.

All the best,

Eduard

Hello, as I said the site doesn't work and Casino Guru also says that no German players are accepted. Maybe that has something to do with the fact that I'm from Germany. Kind regards

Hallo , wie gesagt die Seite funktioniert nicht ausserdem steht auch bei casino guru es werden keine deutsche Spieler akzeptiert vlt. hängt das damit zusammen weil ich aus Deutschland bin. Mit freundlichen Grüßen

Thanks for the detailed explanation, Mavie.

Dear Eduard WestCasino,

please let us know regarding the issues regarding Mavie''s trouble accessing their account currently and what steps should be taken for Mavie to cash out their deposited funds and/or winnings.

Mavie,

let us know if there is any update regarding the situation.

Hello Tomas,

Thank you for your reply!

There is nothing on our end preventing the player from accessing the casino.

Since this complaint has been filed the player has logged in and used her account multiple times.

All the best,

Eduard

Hello, good day, the problem has been solved, I have access to the account again, the technical department of westcasino took 4 days to solve the problem, at first I had no access and after I had access to the account I couldn't place any bets for days but now everything is working fine again. Thanks again Thomas and thank you that westcasino has responded here and the problem has been solved. Kind regards

Hallo guten Tag das Problem wurde gelöst habe wieder Zugriff auf das Konto, die technische Abteilung von westcasino hat 4 Tage gebraucht um das Problem zu lösen zuerst hatte ich kein Zugriff und nachdem ich Zugriff auf das Konto hatte konnte ich tagelang keine Einsätze platzieren aber jetzt funktioniert alles wieder sehr gut. Danke nochmals Thomas und danke das westcasino hier geantwortet hat und das Problem gelöst worden ist . Mit freundlichen Grüßen

Hello Mavie,

Thank you for your reply!

There was nothing changed on our end.

Most probably this was caused due to issues from your internet service provider.

All the best,

Eduard

Dear Mavie,

I'm glad to hear that your issue has been resolved successfully. I will now mark the complaint as 'resolved' in our system. 

Thank you and WestCasino for your cooperation.

Please do not hesitate to contact our Complaint Resolution Center if you run into issues with any online casino in the future. We are here to help.

Best regards,

Tomas

Casino.Guru