The player from Portugal has a problem with a €20 deposit made on May 20th via bank transfer, which has not been credited to her casino account despite being withdrawn from her bank. After a month of contacting support with proof, she receives no resolution, and this issue marks the second time she faces a similar problem.
MrWest Casino - Player's deposit has been delayed.
MrWest Casino
Safety Index:Above averageSafety Index
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7.4
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Opened
Current status
Waiting for Casino Guru to reply
5d 20h 56m 55s
Case summary
yesterday
Public
Visitor
Public
2 days ago
Translation
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possible way I was given), and to this day the money has never arrived in the account, even after it was immediately withdrawn from my bank account.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.
Automatic translation:
Public
Casino Analyst & Complaint Specialist
Public
yesterday
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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Public
Visitor
Public
yesterday
Translation
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.
Automatic translation:
Casino Guru is examining the case
