WestAce Casino— player complaints: 12 in English

12 Complaints

1 Last 30 days · was 1

8 Unresolved

10.565642514225d Last complaint

93.3 Risk index

0% Resolved · of 11 with a known status

45% Withheld payouts among those

€25,655 · 4,000 PLN · £400 Disputed sums

WestAce Casino: 12 complaints filed in English across 2 platforms, 8 still open, disputed sums €25,655 · 4,000 PLN and 1 more currency. Most of them are about other (42%). Risk index 93.3. Texts below are the players' own words, as published on the source site; last complaint 2026-10-01.

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What players complain about

Other 42% 5

Withheld payouts 42% 5

Account blocks 17% 2

Unresolved 8 Closed, no outcome 3 Status unknown 1

Sources

Casino Guru 11 AskGamblers 1

Complaints by month

Questions and answers

How many complaints are there about WestAce Casino?

The English-language record holds 12 complaints from 2 platforms, 8 of them without a resolution; 1 carry no status from the platform. The latest one is dated 2026-10-01.

Does WestAce Casino resolve complaints?

Of 11 complaints where the platform recorded a status, 0% were resolved, 73% remain open and 0% were rejected as groundless, 27% were closed without an outcome. Withheld payouts account for 45% of them.

What do players complain about?

Mostly other — 42% of cases, then withheld payouts (42%).

Why is this page not a translation of the Russian one?

It is a different set of complaints. Russian pages count every source we scrape; this page counts only complaints whose original text is English — 12 of them here. Nothing is machine-translated in either direction.

How is the risk index calculated?

Risk index 93.3 is the share of complaints marked unresolved among those with a known status, plus a correction for disputed sums.

Complaints 12

01.10.2026 AskGamblers Withheld payouts Unresolved

Casino stalling payments

Reason: Delayed payment Hey Ask Gamblers, I would need your help. I fear that this casino is going bankrupt. They aren't paying my withdrawals and I have 13000€ stuck there. Seems that even my VIP manager can't help. I have waited over a week for small withdrawal amounts that should be easy to pay. I havent used bonuses nor they require KYC from me. Customer service is completely useless as well. Can you please contact them? Thanks.

02.09.2026 Casino Guru Withheld payouts Unresolved

Black points: 72 Amount: €200

The player from Finland faces delays in payment of 200€ and receives slow responses, with the casino repeatedly asking her to wait. Due to the casino's lack of response and a history of ignoring complaints, the case was closed as unresolved. This unresolved status negatively impacted the casino's overall rating, but no refund was secured for the player.The player from Finland faces delays in payment of 200€ and receives slow responses, with the casino repeatedly asking her to wait. Due to the casino's lack of response and a history of ignoring complaints, the case was closed as unresolved. This unresolved status negatively impacted the casino's overall rating, but no refund was secured for the player. Written by KristinaComplaint Resolution Center Team Lead Submitted: 29 Aug 2026 | Unresolved : 01 Sep 2026Automatic translation:

28.07.2026 Casino Guru Other Unresolved

WestAce Casino - Player wants deposits back after self-exclusion.

The player from Greece had confirmed her exclusion due to addiction to Westace casino, yet the casino had allowed her to reopen an account, which led to a loss of €630. She had evidence to support her case and sought help to recover her deposits. We attempted to mediate the issue by requesting detailed information and advising the player on how to communicate with the casino. However, due to the casino's lack of response and a history of ignoring complaints, the case was closed as unresolved. This unresolved status negatively impacted the casino's overall rating, but no refund was secured for the player.

28.07.2026 Casino Guru Other Unresolved

WestAce Casino - Player’s account remains open despite self-exclusion request.

The player from Germany requested a review of her case with WestAce Casino after her account remained active despite her explicit request for closure due to severe gambling addiction. She continued to face financial losses, received promotional emails, and received only standard replies to her concerns. The player provided evidence of informing the casino of her gambling problems and only receiving automated responses in turn. We closed the complaint as unresolved because the casino had a repeated no-reaction pattern and did not engage with our attempts to mediate the issue, and provided the player with recommendations on how to reduce her exposure to gambling. A penalty to the casino was applied as well.

27.07.2026 Casino Guru Other Closed, no outcome

WestAce Casino - Player’s self-exclusion requests are ignored.

The player from the Netherlands filed a complaint against WestAce Casino for not addressing her repeated self-exclusion requests related to her gambling addiction. Despite multiple attempts to close her account and block access, she received no response and continued to receive promotional materials, leading to losses of approximately €2,500. Upon reviewing the evidence, we found that the first confirmed self-exclusion request was received by the casino on 15 May, with account closure confirmed on 16 May. Due to the lack of proof that the casino received the initial request from 7 May and the absence of accessible chat logs, we determined that the casino acted within a reasonable timeframe. Consequently, the complaint was rejected as the casino was not held responsible for the deposits made before the account was closed.

23.07.2026 Casino Guru Account blocks Closed, no outcome

WestAce Casino - Player's account is closed and withdrawals are denied.

The player from the United Kingdom faced account blockage after repeated withdrawal requests were returned to his balance, preventing him from accessing his £400. Despite numerous attempts to communicate, he received no responses to his emails. We asked for details about his games, verification status, and whether any bonus was active, but he did not reply. Due to the lack of response, we were unable to investigate further and the complaint was closed for the moment.

16.07.2026 Casino Guru Other Unresolved

WestAce Casino - Player’s account remains open despite request for closure.

The player from Germany had repeatedly contacted the casino regarding his gaming addiction, yet his account had remained open instead of being closed. He had continued to receive loyalty bonuses despite significant losses. We had engaged with the player by requesting details about his self-exclusion requests and communication with the casino, including verification status. Despite multiple attempts to resolve the issue and contact the casino, no cooperation had been received from the casino's side. The complaint was ultimately closed as unresolved. Our support had remained available for any future issues the player might encounter.

10.07.2026 Casino Guru Account blocks Unresolved

WestAce Casino - Player's account has been closed without explanation.

The player from Spain faced account closures at multiple casinos owned by the same company, including WestAce, Alf, and Casea, shortly after depositing and winning. Despite having email evidence, he received only a reference to terms and conditions with no further explanation, and his winnings were confiscated. The complaint was marked as unresolved due to the casino's lack of cooperation and operation without a valid license or alternative dispute resolution service. It was noted that the unresolved complaint might negatively impact the casino's rating. The player was advised to select casinos based on reviews and ratings to avoid similar issues.

10.07.2026 Casino Guru Withheld payouts Unresolved

WestAce Casino - Player's withdrawal is delayed due to blocked funds.

The player from Portugal experienced her withdrawals being blocked for two weeks without warning, despite having successfully completed previous withdrawals and having her account verified. She continued to resend required documents but was met with delayed responses and repeated requests for the same information. The complaint was marked as unresolved due to the casino's lack of cooperation and absence of a valid license or alternative dispute resolution service. It was noted that the unresolved complaint might negatively impact the casino's rating, but no direct resolution of the withdrawal issue was achieved.

08.07.2026 Casino Guru Withheld payouts Closed, no outcome

WestAce Casino - Withdrawal of player's winnings has been delayed.

The player from Greece had submitted a withdrawal request less than two weeks before contacting us. Winnings had not been obtained up to that day. The player was informed that withdrawal processing could take up to 14 days due to KYC verification or high withdrawal volumes and was advised to wait before filing a complaint. After extending the response time, the player failed to reply to further inquiries. Consequently, the complaint was closed due to lack of communication, with the option to reopen if the player resumed contact.

08.06.2026 Casino Guru Withheld payouts Unresolved

WestAce Casino - Player’s winnings haven’t been received yet.

The player from Poland had been waiting for a withdrawal for less than two weeks. Unfortunately, their payout had not been received yet. The player reported that a jackpot win of approximately PLN 4,000 from WestAce Casino was not credited, while smaller prizes had been paid. Despite providing detailed information and making repeated requests, the casino failed to cooperate or provide evidence, license details, or regulatory information. We found that WestAce operated without a license and was not subject to any regulatory authority, making enforcement of the payout impossible. Due to the casino's lack of cooperation, the complaint was marked as unresolved, and this negatively affected the casino's safety rating.

02.06.2026 Casino Guru Other

WestAce Casino - Player's account deletion request is ignored.

The player from the Netherlands had repeatedly requested account deletion but continued to have access, receive marketing communications, and play. He sought assistance in resolving this issue. The player had indicated that the reason for account closure was a gambling problem and expressed a desire to close his accounts. Despite requests for further information and reminders, no additional responses were received from the player. Consequently, the complaint was closed due to lack of communication.

How the risk index is calculated and how complaints are labelled — the method behind this section.