MrWest Casino - Player’s account is unjustly reactivated.

I had never opened an account at this casino, yet I received a promotional email from them. When I tried to sign up, I was surprised to see a message saying that my email and username were already taken.

After checking on Casino Guru, I discovered that this casino is affiliated with West Casino, where I had an account back in 2020. That account was permanently closed due to gambling addiction.

Out of curiosity, I tried logging in using the same credentials I had used for West Casino—and it worked. Once inside, I found that my profile contained my old address and other data dating back to 2020, which had been transferred from West Casino.

As a result, I ended up losing over $800. This is clearly fraud, as they transferred my data from a permanently closed account, despite it being closed for gambling addiction.

I reached out to customer support to explain the issue, but they are pretending they don’t know anything and claim they have no connection to West Casino.

Dear Alprince2001,

Thank you very much for submitting this complaint. I'm sorry to hear about the problem you're experiencing. Please allow me to ask you a few questions to clarify your situation.

• Did you inform MrWest Casino directly about your gambling addiction and request self-exclusion before making any deposits?
• If so, could you please forward me the account closure requests along with the casino's responses at veronika.f@casino.guru?
• Do you have any evidence showing that you logged into your MrWest Casino account for the first time without actually registering?

Please note that WestCasino and MrWest Casino do not share a license or ownership. While they may be partner brands, this does not mean they share player information or self-exclusion lists.

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

Best regards

Veronika

Hello Veronika,

Answers to your questions:

Did you inform MrWest Casino directly about your gambling addiction and request self-exclusion before making any deposits?

No. I have explained to them after by emails regarding the issue and I mentioned why my account was closed with their other casino.

If so, could you please forward me the account closure requests along with the casino's responses at veronika.f@casino.guru?

I will forward.

Do you have any evidence showing that you logged into your MrWest Casino account for the first time without actually registering?

That's almost impossible. How can I?

I have explained everything in my previous mention. The casino is using my old address and data from west casino and these data goes back to 2020.

Thank you

Thank you very much, Alprince2001, for providing all the necessary information. I'll try my best to help you resolve the issue by contacting the casino.

I’d like to invite a representative of MrWest Casino to join the conversation and participate in the investigation of the case.

Could you please provide us with the evidence if the player created a new account at MrWest Casino, or if he logged in using the same credentials as in Westcasino? Please send me more information regarding the player's issue at veronika.f@casino.guru. Thank you for your cooperation.

Hello Veronika,

Hope you are well !

Registration in the casino is only possible by filing in the registration form and expressly accepting our terms and conditions. The player registered an account with our service on 31/10/2024 - 09:41:26 GMT Time.

I'm not sure what evidence would be required in this case. I can provide you with the registrations details of the player showing when he actually registered.

As I understand the player is struggling with a gambling addiction, I highly recommend him to send a self-exclusion request to support@mrwest.win, clearly mentioning: 1) self exclusion period, 2) full name and date of birth - so this can be processed in a prompt manner.

Warm regards,

Eva Stone

Head of Customer Experience

MrWest Casino

Also the question is where did you get my profile data? The information in the profile is very old.

How possible i registered in October 2024 and my address in the profile is an old address goes back to 2020!!!!

How possible i registered in October 2024 and the casino was opened (established) in December 2024!!!!

I never registered at mrwest.

Dear Eva,

Thank you very much for providing the additional information regarding the player's case.

Dear Alprince2001,

Unfortunately, we won’t be able to assist you further in this case. It is a situation of conflicting statements: the casino claims that you registered and agreed to the Terms and Conditions, while you assert that you never registered at the casino. However, we have no evidence to prove that the data in your casino profile was not entered by you. We are unable to verify whether you logged in using your credentials from Westcasino or if you created a new account with the same personal details and agreed to the Terms and Conditions.

Since we have not received sufficient evidence from your side to confirm that you logged in without creating a new account and as the previous casino is no longer operational, we are unable to verify these details further.

Given the current circumstances, we regret that we are unable to offer any assistance. This complaint will now be closed.

Best regards,

Veronika