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Hi there,

I have been having problems with my withdrawals being rolled back due to providing the wrong coin address (it was absolutely the correct one), as well as the fact that they are refusing me my perks of increasing my withdraw limit as I have reached diamond tier.

my account has been verified by kyc.

Dear visserbram98,

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 made any successful withdrawals before? 
• Do you currently have any pending withdrawals?
• Did you accumulate your winnings with or without an active bonus?

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,

Kristina

No I have not made any successful withdrawals before

yes I have pending withdrawal

i had used bonuses in the beginning and the playthrough requirements have been met.

Thank you for your reply, visserbram98. Could you please advise when exactly you requested the withdrawal?

What is the current status of your withdrawal request? Is it marked as pending or processed in your casino account? If possible, please post a screenshot of your withdrawal history here in this thread.

they rolled it back due to the address being incorrect (which is not true) and when I asked to see proof of transaction they simply told me to try again.

So I want them to show me the proof that they attempted to transact they money. Or otherwise be compensated for my loss.

Hello visserbram98 & Kristina,

Greetings from WestCasino!

I have checked the account and currently the player doesn't have any pending withdrawal requests on this account.

I see that the player previously had a pending withdrawal request, placed on 02/05/2023, which couldn't be processed on our end due to an invalid address used. The player placed the request using the XRP currency, for which withdrawals can only be processed to wallet addresses that were previously used to deposit in the casino. As the player didn't have any deposits made with this wallet address the transaction couldn't be processed.

In this case the player either needs to first use the wallet address to deposit and then request the withdrawal or place the withdrawal request using a currency that doesn't require this, such as BTC or LTC.

All the best,

Eduard

Your statement here is inconsistent with what has been emailed to me when the instant transfers went down (see attachment). As well as the fact that when contacting you again as per the second screenshot of my previous post, the transaction failed because of a wrong coin address and not because verification was required.

Hello visserbram98,

Thank you for your reply!

While most coins don't require a verification deposit to withdraw, there are exceptions such as XRP.

This is due to the fact that XRP transactions also use a destination tag and the verification deposit is required to make sure that the funds are sent correctly to you.

For BTC and LTC there is no requirement for a verification deposit made with the wallet to which you want to withdraw to at the moment.

All the best,

Eduard

once again an incorrrect statement. However, the fact that you state this as a requirement now does not take away from the fact that this was deliberately not communicated to me when the team stated I should use the crypto withdrawal.

Hello everyone,

Thank you both for your replies.

visserbram98, could you please advise if you've already made the deposit as suggested by the casino representative?

I am not depositing any more money into this casino. Why would I do that if they are actively attempting to withhold my money at all times?

I have also lost all my funds due to the unwarranted withholding of my money and want to be compensated.

I have made it very clear that they are purposefully withholding my money and you suggest me to make another deposit? That’s quite silly in my opinion.

Do I understand correctly that you do not have any funds left in your casino account?

After the unjustified rollback I lost everything as they were constantly delaying my withdrawals.

I am sorry to hear that. Sadly, since you have played/lost your winnings, I’m afraid, there is not much we can do for you. The player is the only one responsible for their account, active balance, and all the bets taking place. I understand that this would have never happened if you could withdraw on the first attempt but at this point, we cannot ask the casino to refund your lost winnings.

Due to the aforementioned reasons, this complaint will now be rejected. Thank you for your understanding, I am sorry we could not be of more help on this occasion. Please do not hesitate to contact us if you run into any issues with this or any other casino in the future.