MrWest Casino - Player's withdrawal is delayed.

I won 2000 and they have had my withdrawal pending for over 4 weeks now. Despite telling me that I have passed all the verification ect I just keep been told to "just simply wait for the payment team to process it"

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Dear emma211993, 

Thank you very much for submitting your complaint. I’m sorry to hear about your problem with MrWest Casino. Please allow me to ask you a few questions, so I can understand the whole situation completely.  

• Have you made any successful withdrawals before?  
• Could you please advise us on the current status of your withdrawal request? Is it marked as pending or processed in your casino account? If possible, please post a screenshot of your withdrawal history here in this thread. 
• Have you accumulated your winnings with or without an active bonus? 

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, 

Katarina

Hello, thanks for your reply. No I've not actually had any successful withdrawals from the casino and the status of the withdrawal is still pending and has been for the last 4 weeks now. And no bonuses were involved i had deposited my own money. Please find attatched a screenshot of the pending withdrawal on my mr west account.

So today MrWest casino have cancelled my withdrawal after 5 weeks of waiting and been told all was fully verified. And there reasons for doing so was supposedly they have requested more documents that I hadn't responded to. Baring in mind I've been in contact with there live team every day to see if there's been any update or progress with my money. I'm at my wits end with the casino in general to be honest

So upon checking ive noticed that Mr west have requested said information but this was requested yesterday after they had cancelled my withdrawal request. They have now proceeded to ask me for a photo of me holding my driving licence and a photo of me holding my proof of address both items held next to my face

here i have uploaded a screenshot of said email. I don't understand at all. It took me 2 weeks to get my account verified and then a 5 week wait for my withdrawal to be cancelled and told I then have to send more items 😕 I was told numerous times that there was nothing else to be done i just had to simply wait for the payments processing team to get to it in the que 🙁

I have also uploaded asked for documents to Mr west casino but no doubt they will come back saying there is some form of issue with them

Dear emma211993,

thank you for your reply.

Are there any new updates, please?

Have the submitted documents been accepted, please?

Could you please forward all communications you have had with this casino to katarina.d@casino.guru. This includes emails, live chat transcripts, and any accompanying screenshots.

Kindly notify me here in the thread once the email has been sent.

Looking forward to your reply.

Katarina

Yes I had an email telling me that the 2 documents they requested 1 of me holding my driving licence next to my face and 1 of me holding my bank statement next to my face had been rejected. I don't understand why they are requesting more documents when my account was fully verified and I had been told this by Mr West customer care team themselves on multiple occasions. I have ADHD and its extremely overwhelming and tiring having to chase for my own money for this length of time

Is there any update on my complaint?

Ive also had an email from someone claiming to be from casino guru asking me to pay 500usd into there cryptp wallet in order for them to send me my money within 2 minutes

Dear emma211993

Thank you for your cooperation and for providing all the necessary information. I truly appreciate the time and effort you’ve taken to share everything with us so far.

Your complaint will now move to the next stage of our process and be handled by your dedicated Resolver, Karla (karla.m@casino.guru). This is a standard step in our procedure, as the Resolver will take over communication with the casino directly and manage your case from this point onward.

No action is required from you right now. Your Resolver will reach out through this thread if any additional details are needed. You can rest assured that your case is in very capable hands.

I wish you the best of luck and hope your case will be resolved to your satisfaction soon.

Kind regards,

Katarina

Thank you very much for your reassuring reply 🙂 could you please tell me roughly how long I could be waiting for a resolution?

Hello emma211993,

My name is Karla and I will be assisting you with your case, I hope we can work together toward a clear and fair resolution.

To ensure full transparency, I would like to invite a representative from MrWest Casino into this conversation.

Dear MrWest Casino,

Could you provide additional details regarding this payment delay and clarify the current status of the transaction? We would also appreciate it if you could share any relevant evidence or documentation that may help us to resolve this case.

Thank you in advance for your cooperation.

Hello Emma and Katarina,

Thank you for your patience while I reviewed the account.

I can confirm that the funds are currently available in the player’s account balance. At this time, no withdrawal request has been submitted, and therefore there is no transaction for us to track or provide a status update on.

Please note that the account has not yet been verified. Verification must be completed before any withdrawal can be processed.

To finalize the verification, the player will need to provide the following:

- A selfie holding the front of her driver’s licence next to her face

- A selfie holding the back of her driver’s licence next to her face

- A selfie holding the Nationwide bank statement dated October 17, 2025, previously submitted as proof of address

Additionally, we kindly request that the player confirm her valid email address. We recently received an email update request that was flagged by our system for security reasons.

Thank you for your cooperation.

Warm regards,

Eva Stone

Head of Customer Experience

here is a screenshot of elliot one of the customer care team confirming in the chat with me that my account was fully verified and I simply had to wait for the finance team to get to it

Dear emma211993

Thank you very much for your update.

Since the casino has now requested additional verification documents again, I would kindly like to ask you for the following:

Please send me copies of all documents that you will be submitting to MrWest Casino from this point onward

(including the new selfies they requested with your ID and proof of address).

You can send the files directly to karla.m@casino.guru.

Once I receive them, I will review everything separately to make sure the documents are clear, complete, and meet standard verification requirements before the casino processes them.

This will help us avoid further delays and ensure that everything is in order on your side.

Thank you very much for your cooperation — I know this situation has already been very exhausting, and I truly appreciate your patience. I will continue to monitor your case closely until we reach a resolution.

Hello Karla, thanks for your reply. Yes that's fine by me, I have requested a new copy of said bank statement from my bank account as I had discarded of the copy I had previously supplied. So I should have the needed documents in about 5 days or so and will be uploading them to my MrWest Casino account and uploading them to here also. Thanks for the ongoing support in dealing with this.

Dear MrWest Casino Team,

As the player will be submitting the newly requested verification documents in the coming days, I would kindly ask you to inform me once these files have been successfully received on your side and the review process has officially begun.

A short confirmation at that stage will help ensure that no further delays occur and that both sides are aligned regarding the next steps.

Thank you very much for your cooperation — it is greatly appreciated.

Hello Emma and Karla,

We would like to inform you that we are still awaiting the requested photographs from the player, as outlined in our request sent on November 18th, 2025.

Please feel free to let us know if any additional information is required on our end.

Kind regards,

Eva Stone

Head of Customer Experience

Dear emma211993,

To clarify the current situation, could you please confirm whether you have already submitted the requested photographs to MrWest Casino (the selfies with your ID and the bank statement)?

If yes, please let us know the date of submission and whether you received any confirmation from the casino.

If not yet, kindly advise when you expect to be able to upload them.

Once I have this confirmation, I will follow up with the casino accordingly to ensure the review process starts without further delay.

Thank you very much for your cooperation — I truly appreciate your patience in this very frustrating situation.

I'm still currently waiting for the documents to arrive in the post in order to grab a selfie with the said documents I think maybe it's taking a little longer due to the time of year it is, post gets delayed

ear emma211993,

Thank you very much for the update and for letting me know about the delay with the documents.

I completely understand the situation, especially given the time of year and possible postal delays. Thank you for keeping me informed — that is very helpful.

At this stage, I will wait for your next update once the documents arrive and you are able to submit the requested photographs to MrWest Casino. As soon as that happens, please let me know here in the thread, and I will immediately follow up with the casino to ensure the verification review starts without any further unnecessary delays.

Thank you again for your patience and cooperation. I’m here and will continue monitoring your case closely.

Dear MrWest Casino Team,

Thank you for the update.

The player has now confirmed that the requested verification documents (the selfies with ID and proof of address) have been submitted to your platform.

I kindly ask you to confirm receipt of these documents on your side and proceed with their review as soon as possible.

Given the length of time this case has already taken, we would appreciate it if the verification could now be handled without further unnecessary delays.

Please let us know once the review has started and provide an estimated timeframe for completion.

Thank you for your cooperation.

Dear emma211993,

Thank you for confirming that you have submitted the requested documents to MrWest Casino.

For the sake of full transparency and to allow me to independently verify that everything was sent correctly, I kindly ask you to forward me a copy or screenshot of the email or confirmation message you received when submitting the documents to the casino.

Please send it to my email address:

karla.m@casino.guru

Once sent, kindly confirm it here in the thread. I will then follow up with the casino accordingly.

Thank you very much for your cooperation and patience — I understand how frustrating this situation has been, and I will continue monitoring your case closely.

I didnt receive any email when I uploaded my documents to Mr west, they don't send confirmation emails ive never had any

Hello Emma and Karla,

The documentation uploaded is incomplete. The player uploaded:

- A selfie holding the front of her driver’s licence next to her face

- A selfie holding the Nationwide bank statement dated October 17, 2025, previously submitted as proof of address

We are still waiting for the player to upload:

- A selfie holding the back of her driver’s licence next to her face

Thank you for your cooperation.

Warm regards,

Eva Stone

Head of Customer Experience

Dear emma211993 and MrWest Casino Team,

Thank you, emma211993, for promptly uploading the additional photograph showing the back of your driver’s licence and for confirming that it has also been submitted to your MrWest Casino account. I appreciate your cooperation.

Dear MrWest Casino Team,

Could you please confirm whether the newly uploaded photograph completes the verification requirements on your side?

Additionally, kindly let us know:

• Whether the player’s KYC documentation is now considered complete and acceptable, or

• If any further documents or clarifications are still required

If there are any remaining issues or discrepancies with the submitted KYC materials, please inform us clearly in this thread so the player can address them without further delays.

Once verification is confirmed, we would also appreciate an update on the status and expected timeframe for processing the player’s withdrawal.

Thank you both for your cooperation.

Hello Karla, ive just received an email confirming my account is now verified

Dear MrWest Casino Team,

Thank you for confirming that the player’s account has now been successfully verified. We appreciate your cooperation in finalizing the KYC process.

Dear emma211993,

Thank you for the update and for confirming that your account verification has been completed.

Since the verification is now finalized and a withdrawal request has been submitted, I kindly ask you to inform me here in the thread once you receive your funds successfully.

As soon as the withdrawal is confirmed as completed, we will be able to close the complaint accordingly.

Thank you both for your cooperation. I will remain available should any further clarification be needed.

Thank you very much for all the help and support from everyone in this chat thread. It's very much appreciated

Dear emma211993,

Thank you very much for your kind message. I’m really glad to hear that the situation has progressed and that your account verification has been successfully completed.

To make sure everything is fully resolved on your side, could you please confirm whether:

• your withdrawal has been successfully processed and received, and
• there are no remaining issues or concerns related to this case.

If everything is settled to your satisfaction, please let me know if I may proceed with closing the complaint as successfully resolved.

Thank you once again for your cooperation and patience throughout this process. I wish you all the best going forward.

I'm still waiting for my withdrawal. Nothing else has been done.

Dear emma211993,

Thank you for the update.

Since the withdrawal has not yet been processed, I will continue monitoring the case and will wait until the funds are fully processed and successfully received by you.

Please inform me here in the thread as soon as the withdrawal is completed or if there are any further updates from the casino. I will follow up accordingly if needed.

Dear MrWest Casino Team,

The player reports that the withdrawal is marked as "successful" in her casino account, however her bank has confirmed that no funds were received and that such payments cannot be accepted.

Could you please clarify which payment method was used for this withdrawal and provide proof of payout, such as a transaction reference or confirmation from the payment provider?

We would appreciate your prompt clarification so this can be resolved without further delay.

How come the casino isn't responding now

We'd like to inform everyone following this case that the player has marked this complaint as resolved using the dedicated button.

Dear emma211993,

We are pleased to hear that your issue has been resolved. We will mark the complaint as 'Resolved' in our system. Thank you for your cooperation and confirmation. If you experience any future issues with this or any other casino, please don’t hesitate to reach out to our Complaint Resolution Center. We are here to assist you.

As always, our services are free of charge, and we do not accept any gratuities. However, we would greatly appreciate it if you could take a moment to share your experience with our services on Trustpilot: https://trustpilot.com/evaluate/casino.guru. Your honest review, along with any suggestions for improvement, would be incredibly valuable. It can also help others who are considering contacting us for assistance with online casino-related matters.

Thank you in advance for your time and feedback.

Best regards,

Karla