MrWest Casino - Player’s winnings have been confiscated.

Hi, i got the 20 free spins on sweet bonanza.

These spins are supposed to be 0.20$

I was lucky during these 20 spins and actually got into a bonus as well.

In total i won 31usd

The credited amount to me was 31NOK instead of 300NOK..

Contacted support about this, but they did not want to do anything about it.

Dear zaliox415,

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.

• Could you please clarify which currency you have set to play with in your casino account?
• In which currency have your bets been recorded in the game history?
• Can you please post here any supporting evidence, such as screenshots?

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

Hi, the casino set my currency as NOK which is fine,

The free spins that was credited was supposed to be 0.2$ which is 2.00NOK.

Instead they credited me 20 spins with 0.2NOK which should not even be possible. So their convertion is wrong, i obviously thought this was just a visual bug during the free spins.

Dear zaliox415 & Kristina,

Hope you are both well!

I see that you registered an account with our casino and claimed a free sign-up bonus that consisted of 25 Free Spins on the game Sweet Bonanza.

As this is bonus to try out the casino and is meant for wagering purposes, the spins are usually issued at the minimum bet amount allowed by the provider. This is different depending on each individual currency and in some cases the amount can be lower than what the game allows as a regular cash bet.

As can been seen in the screenshots you uploaded the wins were credited correctly according to the bet amount of the spins, and the balance generated from this bonus has been used to place bets on a different slot.

Currently your account is closed by our compliance team - as you provided incorrect personal details upon registration. Should you wish to continue to use our casino you will need to forward a copy of a valid ID (passport or national ID card) and a recent utility bill (gas, electricity, water) or bank statement issued under your name, not older than 3 months, to support@mrwest.win with the request to re-open the account.

We don't allow players to register accounts with incomplete or incorrect information.

Warm regards,

Eva Stone

Head of Customer Experience

MrWest Casino

Ok....

Minimum bet allowed by supplier is supposed to be 2NOK which is = 0.2$.

0.2 nok is 0.019$ lol, it is obviously not working as intented.

Also what information was wrong if I may ask?

Hello everyone,

Thank you both for your replies.

zaliox415, do I understand correctly that you are not aware of providing incorrect personal information? Could you please confirm that all the personal data you filled in your player profile matches the personal data from your documents?

Hi, yes all the information should be correct, this is why I asked if they please could tell me what information they mean is wrong..

Dear zaliox415 & Kristina,

Of course.

The account was registered using an incorrect first/last name. In such cases the accounts are closed by our team and they can be re-opened once the player provides photos of a valid ID and proof of address to make sure all the details are correct.

Warm regards,

Eva Stone

Head of Customer Experience

MrWest Casino

zaliox415, could you please share your full name here and confirm that it matches the name on your documents and your player profile? If you can access your casino account and player profile, please take a screenshot that clearly shows your name and post it here. I will make your post private, but if you do not want to share this information in this thread, feel free to forward it to kristina.s@casino.guru. Thank you.

Hello everyone,

zaliox415, please note that if this is true, we won't be able to assist you further. Players must provide accurate and complete personal information, and this information must match the data from the documents. This is a standard requirement in any online casino.

Dear MrWest Casino Team,

Could you please send me evidence supporting this claim? My email address is kristina.s@casino.guru. Thank you in advance.

Hmm, idk to be honest. This is probably because of signing up using automatic gmail.

But to be honest it is whatever, i do not really care about the 20$.

But their reply to the bonus and convertion is shady that they do not care about it.

This means every country that is not using USD/EURO will have a really bad experience on this site using bonuses.

This should be a clear indicator to anyone trying to use this casino, i recommend to stay away.

zaliox415, do I understand correctly that you no longer wish to continue with this complaint?

Dear zaliox415,

I am sorry to hear that you feel this way!

The bonus you received is a free sign-up bonus, which is only meant to be used to try the games. These are issued with the minimum bet amount allowed by the game, which is different depending on the currency used to register the casino account.

We make no statement regarding the value of these bonuses or any advertisement of such an amount, so I am not sure where you got the value mentioned above or why you believe this should be converted to a different amount. The minimum allowed for spins depends on the gaming provider and game itself.

In your case the spins were issued by the correct bet amount for your currency and the winnings were credited accordingly. This can be clearly seen in the screenshots you have attached to your initial complaints, showing the bet amount and winnings for them.

Dear Kristina,

I have sent a screenshot of the player registration details to your email. Please let me know if anything else is needed.

Warm regards,

Eva Stone

Head of Customer Experience

MrWest Casino

Dear zaliox415,

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, it's fine you can close the case.

It's ridicolus that they do not acually see that a 0.002NOK spin bonus is not intended even if it is free.

I understand your frustration, but we wouldn't be able to assist you anyway, as the casino provided evidence that you indeed didn't enter the correct personal information.

Due to the aforementioned reasons, this complaint will now be closed. 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.