The player from Germany had his bonus winnings cancelled without further explanation. We rejected the complaint because the player didn't respond to our messages and questions.
WestCasino - Player’s bonus winnings have been voided.
Amount: €2,000
WestCasino
Safety Index:HighSafety Index
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8.1
WestCasino has a Safety Index of 8.1, which makes it a safe casino suitable for most players. Explore this casino’s Safety Index
Closed
Our verdict
Player stopped responding
REJECTED
Case summary
4 years ago
Public
Philipp
Unregistered user
Public
4 years ago
Translation
I made a deposit of € 100 with a bonus, after which I am high to € 2000. When I wanted to pay this out after 50 times the turnover, the € 2000 was simply taken away and I received this email:
Please note that the winnings on your account were declared invalid at the start of the withdrawal in accordance with our terms and conditions.
An absolute cheek!
Automatic translation:
Public
Head of Complaint Resolution Center
Public
4 years ago
Dear Philipp,
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 can understand the whole situation completely. Have you been given any explanation from the casino which exact rule has been breached and why your winnings have been confiscated? If there’s any relevant communication, please forward it together with your game history to [email protected]. Finally, could you please specify which exact bonus you have redeemed and played? I would like to check terms and conditions.
I understand that it might seem like a lot of inquiries, but all the requested information is essential if we wish to proceed with this case. Thank you very much in advance for your reply.
Best regards,
Petronela
Public
Head of Complaint Resolution Center
Public
4 years ago
Dear Philipp,
We are extending the timer by 7 days. Please, be aware that in case you fail to provide the required information in the given time frame, we will reject your complaint.
Public
Head of Complaint Resolution Center
Public
4 years ago
Unfortunately, we’re rejecting this case because the player hasn’t responded to our messages and questions. Therefore, we’re not able to proceed with a further investigation or suggest possible solutions.
The player can reopen this complaint anytime.
