MrWest Casino - Player faces repeated document rejection for account verification.

Hi,

My problem is simple. It is impossible to verify my account. I accept that verification is important and necessary. Casinos must know who their clients are for many important reasons. The problem is MrWest is refusing to accept my ID. They constantly ask me to resend the photo.

• First they said to retake so that the photo data shows it was taken after their email. I complied, retook photos and sent.
• The next set of photos is refused. This time they say that I must not change the filename. I did change the filename from IMGxxxx.jpg to ID.jpg. Seems like a nonsense reason to decline a document so I already started to worry. But I still cooperated with them. I took new photos and again sent them.
• Again, the photos are refused. This time they say to retake photos that aren't blurry and don't have light shining on them.

Here are some important facts about all the photos of my ID that I have sent:

1. It is my Portuguese national ID and currently valid.
2. All photos are close up and include all 4 corners of the image.
3. Every character in every photo is in perfect focus and clearly legible.
4. The photos are taken after the initial email request.
5. The photos are unmodified.

I would like to provide my ID photos that I sent MrWest to you. The reason for this is that there is no other way for you to be able to see that the above 5 points are true of the photos I sent. Without this it would just be my word against theirs. Can I please send this to you?

Also why would they decline photos because I changed the filename? Why did me changing the name from some meaningless jumble of letters to "ID.jpg" justify them rejecting the photos. I did it to be helpful so that they could see what the attachment was. It doesn't make a difference at all to the photo itself. I think MrWest just doesn't want to pay me and filename excuse along with all other unfair rejections strongly suggests that to me. I have been more than patient with them but now I am here.

Dear player,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with MrWest Casino.

Please allow me to ask you a few questions so I can better understand the situation.

• Since when are you attempting to withdraw your winnings?
• What games did you play to accumulate your current balance in the casino? (slots, live games, betting on sports)
• Could you please share with me your communication with the casino, along with your most recent selfie submission that the casino didn't accept? Send emails or chat transcripts to my email at [email protected], or post screenshots here

I hope we will be able to help you resolve this issue as soon as possible. Thank you very much in advance for your reply.

Best regards,

Tomas

Please note that Casino.Guru will never ask for any payments or request access to your accounts. If anyone claims to be Casino.Guru personnel and asks for such actions, do not provide any information.

The only legitimate way we will contact you is through this official complaint platform or via the email addresses provided in your complaint thread.

Stay cautious and contact us directly if you have any doubts.

Dear jhcb61 & Tomas,

I am sorry to hear about your situation.

I have reviewed your account and indeed several photos of your national ID have been rejected as they don't meet our requirements for verification. Each time a document is rejected our team informs you of the reason so you can re-take the photos and provide the correct.

• On 13 May you uploaded some photos of your national ID card, which were rejected as they were taken in 2022;
• On 14 May you send new photos, which were rejected as the photos are taken in poor lighting conditions and aren't clear;
• On 22 May you again sent a different set of photos, which were rejected as there is glare on the documents and the photo is resized.

You will need to take new photos of both sides of your national ID card. Make sure that you are taking the photos in daylight, that the whole document including all four corners is visible in the photo and that all details are clear and crisp (this includes the documents background patterns and any visible safety elements). You should only upload the original photos taken by your device, which will clearly show the date when they were taken, the device used and other relevant information - make sure to turn off any re-sizing your device may perform when sending photos by email.

Warm regards,

Eva Stone

Head of Customer Experience

MrWest Casino

Tomas I have sent my ID photos to you and will wait for your feedback. Thank you.

Thanks to both parties for the replies.

I reviewed the documents, and I can confirm the issues with them are as identified by the casino representative.

Dear player,

I understand your frustration with the process, however, I have no doubt the casino will accept the documents once they are sent in the correct format and without lighting issues.

Looking forward to your reply.

I have sent more photos to MrWest today

I sent photos of my ID yesterday. The new photos are shared with Tomas. MrWest replied today with the following:

Hello,

Thank you for the provided documents, however the photos of your ID do not meet our requirements, as edited documents cannot be accepted as valid.

Your proof of address also cannot be accepted, as Millennium statements cannot be accepted as valid.

As a result, you need to send the documents below:

clear and complete photos of your current ID card, with full information and metadata visible and which are unedited;

a valid proof of address dated within the last 3 months - any letter in your name or a digital document in .pdf format, such as a utility bill, rental agreement, correspondence from a central or local government-issued document.

We have also noticed that you have submitted two different ID cards.

Please provide an explanation for this discrepancy.

For any information regarding your account, do not hesitate to contact our customer support team via chat or e-mail at [email protected]

Regards,

Documents team

1. The photos were not edited. They have no reason to say this. Since I've retaken and sent so many photos of my ID I've noticed this is just the default position that they will immediately take when any document is received.
2. They say to provide unedited photos with metadata showing. I cannot control what data is included in the photo. Please take a look and tell me if anything is unusual.
3. My proof of address which they received 3 weeks ago and never mentioned needing to resend they have now decided is invalid. In their initial email they said that they could accept bank statements as proof of address. I provided them with what they asked for. They have said "we cannot accept Millennium statements". Why not? It is not some small online bank. They say they accept bank statements. It is the biggest mainstream bank in Portugal. I sent them what they asked for which I can prove since I have their email saying they accept bank statements. They have gone back on their word.
4. They have said I sent 2 different IDs and asked for an explanation. The explanation is that my ID card was renewed.

I don't think MrWest is acting in good faith with their verification. To me this becomes clear when you look at all the other complaints about MrWest on this website. Everywhere in the world people are having exactly the same issue getting their ID accepted at MrWest. There is a pattern here.

Thank you very much, jhcb61, for providing the necessary information. I will now transfer your complaint to my colleague Stefan ([email protected]) who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.

Hello jhcb61,

My name is Stefan, and I will be taking care of this complaint from now on.

Could you please resend us the latest photo of your ID? You can send it to my email address [email protected].

I'll be awaiting your reply.

Dear jhcb61,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

Hi Stefan,

I sent you the photo on the 9th of June.

Thanks

Dear MrWest Casino,

The latest photos of an ID seem to be without any flaws. Did you manage to receive them from the Player? If so, could you comment on whether these photos will be accepted?

I'll be awaiting your reply.

Dear Stefan,

Thank you for your response!

The player last submitted photos to our team on June 02. Those photos were rejected and the player was informed of this on June 03 - I see that the player attached the email received from our team in the previous replies.

Since then we have not received any further replies or documents from the player.

Warm regards,

Eva Stone

Head of Customer Experience

MrWest Casino

Dear MrWest Casino,

Thank you for your response and the information you have provided.

Dear jhcb61,

Could you kindly provide the casino with the photos of your ID that you sent to my email?

I'll be awaiting your reply.

Hi Stefan,

The photos that you say are without flaws ARE the photos that I sent MrWest on the 2nd which were rejected.

Dear MrWest Casino,

Could you please state why the photos of the ID were rejected?

I'll be awaiting your reply.

Dear Stefan,

Thank you for your response!

The reason why the photos were rejected has been provided to the player by email, and was already attached in the previous replies.

Please find below a screenshot of the email sent to the player for reference.

Warm regards,

Eva Stone

Head of Customer Experience

MrWest Casino

Yes, this email was sent to me. The reason is not valid because the document is clear and unedited. You have repeatedly rejected ID photos that were perfectly clear. Every time you either say that they're unclear, edited, resized or even that there is a bit of light reflecting on the surface (there was a photo with a tiny bit of reflection that did not obscure any pertinent information. Everything was perfectly legible). Casino Guru suggested that I should send a photo without any reflection on it and I did. I also sent a copy directly to them. You rejected it and sent me this email. This is a pattern at MrWest Casino. Read the many other complaints on this forum and you can see that they frequently reject photos on dubious grounds.

As for the discrepancy you mentioned that was addressed here in this complaint. I have a new ID and you can quite clearly see that it is me.

Then, after protracted delays in accepting valid identification, your attention turned to my proof of address. Specifically, you rejected a bank statement from Millennium BCP, despite your own stated guidelines confirming such documents are acceptable. Your explanation? Simply: "Millennium statements cannot be accepted as valid." No further justification offered.

Millennium is Portugal’s largest and most established high-street bank. Its documentation is entirely legitimate and regularly used for verification by reputable institutions. It is a regulated national bank with proper client due diligence, including strict address verification. That this document was refused only after this formal complaint was raised is troubling. It calls into question whether the change in stance reflects any genuine compliance concern, or rather a calculated effort to delay or obstruct. When taken in context with the repeated rejection of valid ID photos this conclusion becomes difficult to ignore.

Dear jhcb61,

Could you try to take the pictures of ID one more time? Please do not edit them in any way and send them directly to casino support and CC my email address [email protected].

Dear MrWest Casino,

Could you please state why the bank statement from Millennium Bank won't be accepted?

I'll be awaiting your reply.

Dear Stefan,

Thank you for your response!

The player should submit a different document for the Proof of Address verification, such as a gas bill, electricity bill, water bill or a bank statement issued by a commercial bank in his country of residence.

In certain cases our team may request an additional document for this verification.

Warm regards,

Eva Stone

Head of Customer Experience

MrWest Casino

The reason that I sent MrWest my bank statement is because their guidelines stated that a bank statement would be acceptable. Weeks after they received the document and I opened this complaint, they turn around and say that they cannot accept "Millennium" statements as if there was something wrong with my bank.

In MrWest's contributions to this mediation they have ignored two important questions posed by Stefan entirely:

1. Stefan, when you asked why my ID photos were rejected, they never replied. They just told you that they'd emailed me the details. The email they referred to just said that "your photos are rejected. You should send photos of your ID card that are clear and unedited". My photos are both clear and unedited so that email does not answer your question. Stefan, you have seen my photos. If you look at the entire complaint, you will also see that a few posts ago, Tomas from Casino Guru also told me that I should just resend my photos after the previous set had been rejected. I did resend them and those photos are the ones that I shared with you and are now being rejected again. It was one month ago that Tomas asked me to do this and unfortunately we now find ourselves back at square one. If they are rejecting photos that are perfectly clear, then the history of this complaint suggest it won't matter how many times I resend them. The problem here is that MrWest has not said what is wrong with the photos. They should answer that question properly.
2. You also asked why my Millennium bank statement was rejected. Again, Mr West has ignored this completely. In their reply, they have stated "The player should submit a different document for the Proof of Address verification, such as a gas bill, electricity bill, water bill or a bank statement issued by a commercial bank in his country of residence." The document that I submitted is a bank statement issued by a commercial bank in the country of my residence. So amazingly, even in their last answer, they have stated that my bank statement which was rejected fits their criteria.

The truth is that I have sent several clear and unedited photos of my ID, which Stefan should be able to confirm, and I have sent my bank statement which even now MrWest states is an acceptable document despite rejecting it. MrWest refuses to answer any of the mediator's questions properly. The questions are why have my clear, unedited ID photos been rejected and why has my bank statement been rejected when even now, MrWest states that bank statements are acceptable.

Dear MrWest Casino,

Could you please respond to my question about why the bank statement from Millennium Bank won't be accepted?

I'll be awaiting your reply.

Dear jhcb61,

I haven't received any email from your side with the fresh ID photos. Did you manage to send it and CC me?

I'll be awaiting your reply.

Dear Stefan,

Thank you for your response!

From what I see the document is marked as being issued by a digital bank. We don't accept statements from digital banks for the Proof of Identity verification, only statements issued by traditional commercial banks.

In this case the player was advised to provide an additional document for this verification.

Warm regards,

Eva Stone

Head of Customer Experience

MrWest Casino

Any cursory check reveals that Millennium BCP is one of the biggest commercial high street banks in Portugal with the strictest standards for compliance and verification. They have hundreds of physical branches across the country. Their bank statements are accepted as proof of address by our government and reputable institutions across Europe.

MrWest says it can only accept bank statements from "traditional commercial banks". Millennium BCP IS a traditional commercial bank! It is dishonest of MrWest to portray the bank in this complaint as just some "digital bank" as if they were some obscure Fintech operation when they are in fact the largest privately owned commercial bank in Portugal. They asked for a bank statement from a real bank and I have provided them with this.

Mr West is fully aware that I have provided perfect ID photos and proof of address. They are aware that my bank is not a challenger bank but a real high street bank. This has been explained several times in this complaint. Stefan has asked them why they declined my ID and bank statement. Those questions were just brushed off with "oh, the ID photos were bad/edited/blurry?" or "oh, it is not a real bank but a digital bank".

Short of raising a complaint with their license, there is not much more that I can do or say to MrWest. They have gamed this complaint by answering questions with repeated falsehoods. When I point out the falsehood, they don't acknowledge my reply. They dishonestly repeat "bad photos" or "digital bank" knowing well that every document that I sent them is in order. They are aware that the mediators are dealing with a ton of complaints and have exploited this. They hope to not have to account for any of their actions by just repeating the same banalities and hoping that no one notices their clumsy deception. This complaint has dragged on for 2 months and in that time they have not volunteered a shred of truthful information. My questions to Stefan are simply:

1. I sent you the photos of my ID today. I assert that these photos are crystal clear and unedited. Can you please confirm?
2. MrWest say that they can only accept bank statements from "traditional commercial banks". Can you please confirm that Millennium BCP is a "traditional commercial bank"?

Dear Stefan,

Thank you for your response!

Can you please advise where you have sent the new photos of your ID? Our team hasn't received any communication from you since June 2nd.

The statement you provided advertises the bank as being a digital bank. Since our team has rejected this statement you will need to provide a different document for this verification step.

To proceed further with the verification our team will require your full cooperation in sending the new photos requested and the alternate document for the proof of address.

Warm regards,

Eva Stone

Head of Customer Experience

MrWest Casino

Dear jhcb61,

Do you happen to have any alternative documents for the verification of your address, such as a utility bill or rental agreement, etc.?

I'll be awaiting your reply.

Stefan, can you please comment on the ID photos that I emailed you on 21/07 at 08:42? Because I sent those to MrWest and they were rejected. Everything I send them is rejected and so I emailed the most recent photos to your a few days ago so that you could see that I believe they are purposefully rejecting valid documents.

Dear jhcb61,

We do not have the tools to check whether the photos of an ID are without any flaws. And therefore, we will have to ask the casino where the problem is with an ID.

Dear MrWest Casino,

Could you please provide us with the evidence why an ID is not accepted?

I'll be awaiting your reply.

Dear Stefan,

Thank you for your response!

Each time a document is rejected the player is informed by email of the reason. For this specific player I have attached the email that was sent to him, to this thread - 3 weeks ago.

The player provided edited photos - resized to a low resolution. To pass the verification the player will need to provide the original photos taken, without making any modifications such as re-sizing the document or making any alterations.

Warm regards,

Eva Stone

Head of Customer Experience

MrWest Casino

Dear MrWest Casino,

Thank you for your response and the information you have provided.

Dear jhcb61,

You will need to provide the casino with clear, unedited photos of your ID, otherwise, they won't be accepted. Could you please take fresh photos of your ID and send them directly from your phone to the casino?

I'll be awaiting your reply.

1. My photos ARE clear as you can see.
2. My photos ARE unedited and were never resized.
3. MrWest constantly claims falsely that they are unclear or unedited. It has asked me to retake photos many times already and rejected everything they received from me under false pretexts.

I have accused MrWest of deliberately rejecting my documents and falsely claiming they are either unclear or edited. And now I am being told by Casino Guru that only MrWest has the tools to see if my photos are valid or not. If someone is accused of a crime in a court of law, they don't get to interpret whether the evidence against them is valid or not. I along with many others have accused MrWest of misusing their verification procedure to delay or avoid paying players. They do this by systematically rejecting documents and falsely claiming that they are "blurry, edited or have issues with the metadata". This forum has many similar complaints.

I don't believe that someone in Casino Guru can't take a look at my ID photo and say if it is okay or not for verification purposes. Someone impartial needs to do this otherwise this entire complaint is pointless. And before Stefan reads this and just thinks to himself "why doesn't he just send another photo", the problem is that I already have sent a great deal of photos. They are always declined with the claim that they are blurry or edited even though they are perfect. So now, someone impartial needs to step in, look at the photo I am trying to send MrWest and say whether or not they are being unfairly rejected.

MrWest has already provably demonstrated in this complaint that it rejects valid documents for invalid reasons. It rejected my MillenniumBCP bank statement under the pretext that "they can only accept bank statements from traditional banks". A Google search will show anyone in seconds that MillenniumBCP is the biggest traditional bank in Portugal with hundreds of branches. MrWest was never challenged on this contradiction during this complaint, despite this being the third time I have pointed it out. This information alone proves that they will reject documents for invalid reasons.

Stefan, there are 3 verifiable facts:

1. The photos of my ID are crystal clear.
2. MrWest has a history of complaints against them for illegitimately refusing documents.
3. MrWest rejected my bank statement for not being from a "traditional bank" when Millennium BCP is in fact a massive, traditional bank with hundreds of branches.

Why has MrWest not being challenged on any of this? Having provably rejected my proof of address for an invalid reason and having a history of similar complaints against them which show a clear pattern, why are they being entrusted to make a legitimate decision on my ID photos?

Dear jhcb61,

As I have informed you before, we do not have tools to check whether the photos are edited, resized, etc. We need you to provide the casino with fresh photos of your ID and if the casino states that the documents are not satisfactory, we will require proof from the casino. Please let me know once you provide the casino with the documentation.

I'll be awaiting your reply.

Dear jhcb61,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

We regret to inform you that, due to the lack of response from the player to our messages, inquiries, and reminder, we are unable to proceed with further investigation or provide potential solutions at this time. As a result, we must close this complaint for the moment.
However, please note that the player retains the option to reopen this complaint at any time in the future should they choose to resume communication. We remain open and ready to assist in resolving the matter should the player decide to reach out again.

Thank you for your understanding.

Best regards,
Stefan
Casino.Guru