MrWest Casino - Player’s account verification is delayed.

Hello. The casino does not accept a driver's license to verify an account even though it says so on their website. They require a passport or ID card. I have sent the casino an email and a screenshot where it says that a driver's license is acceptable. I don't understand.....

I will also send you the same picture and a screenshot of the email sent by the casino. Regards, Mika ****.

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Hello,

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.

• Could you please confirm that you provided your passport or ID card to the casino for verification after it was requested?
• Have you provided a bank statement to the casino as well? With what result?
• When was the last time you were in contact with the casino regarding the verification?

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

Healthy.

I have sent Mr.West casino a bank statement, proof of my address and a picture of my DRIVER'S LICENSE. The casino does not accept a driver's license, they require a passport or ID card. I do not have a passport or ID card because I do not need them, because in Finland at least a driver's license is accepted as ID everywhere. Mr.West's website says that a driver's license is accepted. I was last in contact with the casino on 17.11. The question would be a €250 withdrawal, which is quite a lot of money for me at least. HELLO MIKA *****

Hello Mika and Tomas,

We have carefully reviewed your case. In order to proceed with and complete your account verification, a valid form of identification must be submitted. Please note that only a National ID card or a passport can be accepted for this purpose.

For your country of residence, a driver’s licence is not recognized as an official identification document and therefore cannot be accepted for verification.

We appreciate your cooperation and look forward to resolving this matter as soon as the required documentation is provided.

Kind regards,

Eva Stone

Head of Customer Experience

Hi. I wonder why so many other casinos accept a driver's license? And on the Mr West casino website it says it's acceptable. I'm very surprised. With respect, Mika *****.

Thanks to both parties for your reply.

We understand that a driver's license might be accepted as a valid verification document for players in some countries, but not in others.

Dear milli67,

Please let me know when you'll be able to provide a government ID or passport to the casino, and what the result of your verification attempts will be after these documents are submitted.

If more time is needed for the documents to be issued, we'll set the timer accordingly.

Dear milli67,

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,
Tomas
Casino.Guru