Hello I asked for a payout 4 weeks ago but a week ago the payout was canceled for unknown reasons, it said I should send a new payout to a new account which I did but now I've been waiting again for 1 week and the Payout has still not been processed and when I ask in live chat why it's taking so long, I get the answer that the finance team is working so hard, but it can't be that I'm waiting 4 weeks for a payout. thanks in advance, best regards

Hallo ich habe vor 4 Wochen um eine Auszahlung gebeten aber vor einer Woche wurde die Auszahlung abgebrochen aus unbekannten Gründen, es hie? ich sollte eine neue Auszahlung auf ein neues Konto senden was ich auch gemacht habe aber jetzt warte ich schon wieder seit 1 Woche und die Auszahlung wurde immernoch nicht bearbeitet und wenn ich im livechat Nachfrage wieso das so lange dauert bekomme ich als Antwort das das Finanzteam so hart arbeitet aber kann doch nicht sein das ich jetzt 4 wochen auf eine Auszahlung warte. danke im voraus mit freundlichen Grü?en

Dear aliyesil6210,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please allow me to ask you a few questions, so I fully understand the situation.

Have you made any successful withdrawals from the casino in the past? Could you please confirm that you have passed the KYC verification? Have you accumulated your winnings with or without an active bonus? Which payment method are you using for withdrawal currently?(banks transfer, e-wallet)

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 aliyesil6210 & Tomas,

Greetings from WestCasino!

I have reviewed the player's account and indeed she placed a withdrawal request of EUR 330 on February 07, 2023 using MuchBetter as a payment method.

Currently MuchBetter is experiencing a disruption of payments, starting with February 10, which affects the whole EEA (https://twitter.com/paymuchbetter?lang=en) and this means that no payments can be processed through this service.

As they haven't provided any ETA on when their services will again be available for the EEA, our Finance team cancelled your initial request and informed you that you need to use an alternative payment method.

I see that you then requested a withdrawal using a different payment method, which has already been paid by the casino on February 21 - you should have also received an email confirming this at that time.

All the best,

Eduard

Thanks for your reply, to Eduard and WestCasino.

aliyesil6210,

Would you be able to confirm, you received the withdrawal from the casino? Can we consider the issue resolved?

Please let me know. Much appreciated!

Hello and thanks for the replies, yes I finally received the payout, many thanks to the casino guru team for helping me with this. Greetings, you really are the best

Hallo und danke für die Antworten, ja ich habe endlich die Auszahlung erhalten vielen dank an das casino guru Team das ihr mir dabei geholfen habt .Sch?ne grü?e ihr seid wirklich die besten

Dear aliyesil6210,

Awesome news! I am glad the withdrawal was successful. I will now mark the complaint as 'resolved' in our system. 

Thanks for the cooperation to you and to the WestCasino representative as well.

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

www.kpvfaw.com