MrWest Casino - Player’s withdrawal is delayed due to verification issues.

Mr. West casino is asking for additional verification document after providing the basic verification docs required by the casino including proof of identity , proof of payment, and proof of payment.

Now the problem is that i provided exactly what they wanted in terms of the additional verification docs they wanted on top of what i did. which was a picture of me holding the printed version of my proof of address, a picture of me holding the front of my Id, a picture of me holding the back of my ID. i submitted it multiple times in good readable quality and they keep claiming its "blurry" when its clearly not.

Dear danielschinasi84,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem.

Please understand that KYC is a very important and essential process, during which the casino makes sure that the money is sent to the rightful owner. As they don't have the luxury of being able to physically see all of the players and check their identification and documents, this is the only way gambling establishments are able to complete the verification procedures. None of the serious and licensed casinos take KYC lightly.

• Have you taken the selfies in good enough lighting conditions, with the information readable?
• Could you please share your exchange with the casino regarding the particularities of their requests?
• Share the information here as screenshots or send it to me at tomas@casino.guru

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,

Tomas

i have sent you an email with all of the screenshots and all of the documents and pictures the required from me

Dear Daniel & Tomas,

Hope you are both well!

From what I see the photos you sent have been rejected. Kindly note that if a photo is rejected you will need to take a new one, making sure that it meets the requirements stated on the platform - sending the same photos again will simply yield the same result.

Warm regards,

Eva Stone

Head of Customer Experience

MrWest Casino

dear Eva,

the problem is that you rejected it for no good reason, it is exactly what you requested. i even sent the pictures I've sent to Tomas to verify them since they are exactly what you asked for .

Thanks to both parties for your reply.

Dear danielschinasi84,

I reviewed the photos you sent, and there might be issues with your glasses distorting your face, and the lighting conditions might prevent the images from being sharp enough to be legible. If possible, try to submit new documents without glasses and in better lighting conditions, and let me know if they were accepted.

I apologize for the inconvenience.

ok i will try doing that way again although think it will make 0 difference

hello tomas, i have sent mr west casino about 5 different style pictures that they can choose from. i will send them to your email as well for review.

Dear Daniel & Tomas,

Thank you for your response!

From what I see there are no new photos uploaded on your casino account. Please upload the photos by accessing My Profile - Identity Verification.

Warm regards,

Eva Stone

Head of Customer Experience

MrWest Casino

Dear danielschinasi84.

Please let me know whether your new attempts to complete the verification were successful.

If there are still obstacles in completing the verification process, don't hesitate to let us know.

i have sent all of the pictures on their email thread that they were communicating with me. i have now also submitted the pictures on their website directly

Dear Daniel & Tomas,

Thank you for your response!

Up to this point you have not uploaded any new files to the dedicated page - your last uploads were on March 31, 2025. Please upload the photos by accessing My Profile - Identity Verification.

Warm regards,

Eva Stone

Head of Customer Experience

MrWest Casino

that is not true , ive uploaded 5 different pictures on your website as well as on the email . i just submitted all the pictures again . i even took a screenshot of the upload now this time to prove it.

after submitting the requested docs. the same docs that i sent to tomas. mr west casino rejected my withdrawal once again. the asked me to resubmit the selfie with ID of the front and one of the back . i took a selfie with both front and back and resubmitted it once again for the 3rd or 4th time now

mr west casino now claims the ID selfies are blurry and not accepted although they are perfectly fine and readable and the quality is perfect.

Thank you very much, danielschinasi84, for providing the necessary information. I will now transfer your complaint to my colleague Romi (romana.r@casino.guru) 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 , i have another new update. after submitting almost 5 or 6 different selfies of me showing the front and back of my ID. they now canceled my withdrawal again for about the 10th time saying i need to submit it again, the picture i submitted are perfect and have no flaws. they are readable.

Hello danielschinasi84,

My name is Romi, and I will be assisting you with your case. I would like to request the presence of a representative from the casino in this conversation.

Dear MrWest Casino,

Could you possibly provide additional information regarding the withdrawal and clarify the situation?

Thank you in advance.

Respectfully,

Romi

Dear Daniel & Tomas,

Thank you for your response!

The player doesn't have any pending withdrawal requests. To be able to withdraw funds he will first need to pass the verification process.

For the verification, the last set of uploaded photos has been rejected as well. Please take new photos of yourself holding the ID (both front and back) and upload the original photos taken by your device, without making a modification. These files should contain all the relevant information showing the date when they were taken and the information regarding the device on which they were taken.

Warm regards,

Eva Stone

Head of Customer Experience

MrWest Casino

Hello, all.

Thank you, MrWest Casino, for the update.

Dear danielschinasi84,

Could you do as the casino representative advised and let us know whenever you have any news, please?

Thank you in advance.

Best regards,

Romi

I've submitted new pictures of the selfies (front/back) with ID for about the 3rd or 4th time now

i am now locked out of my account. when i try log in , it says log in failed.

now im being asked for source of funds after submitting all of the previous documents they ask for.

Dear danielschinasi84,

Please cooperate with the casino and let us know whenever you have news regarding your verification.

Thank you.

Respectfully,

Romi

ive sent the source of funds and now they are asking for something else once more. this is a never ending cycle of documents they want for a simple withdrawal verification . i sent all the source of funds they needed. now they want all the statements from mifinity plus bank statements for the past 3 months when i already sent that exact thing previously.

hello ive cc'd you in the email ive sent mr west to prove ive sent 4 months of bank statements, the source of funds document and the mifinity statement as well. this is on top of everything else they've previously asked for as well

Dear Daniel & Romi,

I see that my colleagues have requested some additional information from you.

Be sure to provide this as soon as possible.

Warm regards,

Eva Stone

Head of Customer Experience

MrWest Casino

Dear danielschinasi84,

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.

mr west casino is is asking me to fill out a source of funds form and sign which i did and they keep resending me the same email over and over again even tho ive submitted everything they asked me too . i signed it , filled out the required parts and also sent 3 months of bank statements to prove my claims as well. yet they are not accepting it. i sent you everything by email

Dear MrWest Casino,

Could you look into it again, please, and tell us the reason those documents were rejected so the player can resend them?

Thank you.

Best regards,

Romi

Dear Daniel & Romi,

From what I see the player hasn't provided the required information for this specific verification:

• Source of funds declaration is not correctly filled out. This forms needs to be printed out, filled in and signed by the player - then a photo of this signed and filled formed should be uploaded to the casino account;
• The player listed that he is employed full time, however failed to mention his employer in the declaration and his monthly income amount;
• The player also listed gambling winnings as a secondary income source, without mentioning specific amounts and dates when these were received and were they were received from.

The player must provide bank statements to that show the monthly payments for his salary, for at least the last 3 months.

Aditionally, since the player deposited using MiFinity, and declared that the funds he deposited in the casino originated from gambling winnings he needs to provide a MiFinity statement starting from the date in which those gambling winnings were received on his MiFinity account up to the point where he used those funds to deposit in our casino.

Warm regards,

Eva Stone

Head of Customer Experience

MrWest Casino

so what you are saying isnt entirely accurate, here's why:

-for the source of funds , i was told an esignasture is accepted by your casino , which i did with esign feature.

• i listed i have a full time job , but i also mentioned that i used funds from previous gambling winnings for the deposit i made to your casino which is what really matter to prove source of funds for deposits.
• i also proved the funds are from gambling winnings by providing 3 full months of bank statements showing every transaction and win from different casinos
• lastly you are also wrong about mifnity because i have sent you a full pdf statement form that i requested directly from mifinity showing all of the transactions ive made on mifnity

i have now also sent mr.west casino multiple screenshots showing over 40k in winnings to prove the source of funding.

i would also like to remind everyone that this has been going on for over 2 months now . so far ive submitted

my ID/s,

my selfie with my ID ,

a selfie with my ID and proof of address printed out,

my proof of address,

my proof of deposit,

3 + months of bank statement,

my source of funds,

screenshots of other casino winnings,

my mifinity statements.

mr west is now saying they don't accept screenshots as form of proof when they clearly wanted me to show which to correlate my gambling wins to my bank statements. how else can i prove it to them if its not with screenshots ? how can i show the names of the casinos and amounts won ? secondly i also showed where i got my funding from prior to deposting in their casino with all the bank statements i sent them, yet they are claiming they still need proof of that even though i sent it to them multiple times.

Dear MrWest Casino,

Could you please update us regarding where the verification stands now?

Thank you.

Regards,

Romi

Dear Daniel & Romi,

There is no update since my last reply, as the player hasn't provided what we asked for:

• Source of funds declaration is not correctly filled out. This forms needs to be printed out, filled in and signed by the player - then a photo of this signed and filled formed should be uploaded to the casino account;
• The player listed that he is employed full time, however failed to mention his employer in the declaration and his monthly income amount;
• The player also listed gambling winnings as a secondary income source, without mentioning specific amounts and dates when these were received and were they were received from.

The player must provide bank statements to that show the monthly payments for his salary, for at least the last 3 months.

Aditionally, since the player deposited using MiFinity, and declared that the funds he deposited in the casino originated from gambling winnings he needs to provide a MiFinity statement starting from the date in which those gambling winnings were received on his MiFinity account up to the point where he used those funds to deposit in our casino.

Warm regards,

Eva Stone

Head of Customer Experience

MrWest Casino

I've submitted all the screenshots below proving everything Mr. West is saying above is completely wrong.

i submitted the mifnity statement they requested (see screenshot of email).

i submitted the screenshots + 3 months of bank statements showing the gambling winnings ( see screenshot of email )

lastly i also attached a screenshots showing Mr. West casino themselves saying i can sign electronically without having to print out, (see screenshot below)

additionally i will forward all the documents to romi's email for review as well.

Dear MrWest Casino,

Could you inform us at what state the verification is now when the player submitted all the requested documents, as he wrote above, please?

Thank you in advance.

Kind regards,

Romi

Dear Daniel & Romi,

There is no change since my last reply. The player should provide the documents as per my last reply in this thread to continue the process.

Warm regards,

Eva Stone

Head of Customer Experience

MrWest Casino

i sent proof in this very thread of everything i sent after your reply . and i even forwarded all the documents to Romi's email too. there's is even proof of your own reply to the email in the very screenshots i sent.

Dear MrWest Casino,

Could you please explain to all of us if there is something wrong with the provided documents, and if yes, what the player should do so we don't go here in circles?

Thank you in advance.

Respectfully,

Romi

Dear Romi,

For the player to continue with the verification process he needs to address the issues I mentioned in my previous reply:

1. Source of funds declaration is not correctly filled out. This forms needs to be printed out, filled in and signed by the player - then a photo of this signed and filled formed should be uploaded to the casino account.;
2. The player listed that he is employed full time, however failed to mention his employer in the declaration and his monthly income amount;
3. The player also listed gambling winnings as a secondary income source, without mentioning specific amounts and dates when these were received and were they were received from.

The player must provide bank statements to that show the monthly payments for his salary, for at least the last 3 months.

Aditionally, since the player deposited using MiFinity, and declared that the funds he deposited in the casino originated from gambling winnings he needs to provide a MiFinity statement starting from the date in which those gambling winnings were received on his MiFinity account up to the point where he used those funds to deposit in our casino.

Warm regards,

Eva Stone

Head of Customer Experience

MrWest Casino

as you can see from my previous reply to this thread. i submitted all of these requests to you by email. additionally i also forwarded all the documents to romi as well for review. i provided screenshots proof of all the emails sent to you with the required documents.

additionally i also submitted email proof that you said esignatures are valid, which i did for the employment form.

another thing to note, for my previous gambling winnings , i submitted 3 + months of bank statements showing all the transactions. on top of that i sent screenshots directly from the casinos themselves showing the corresponding wins from the bank statements. thats also proven with the respective screenshots i sent in this thread previously.

lastly ive also sent the mifinity statement of all my transactions to them as well. as you can see from the previous screenshots i sent in this thread.

all of these documents and screenshots have been previously sent to romi as well for review.

so far I've proven Mr. West wrong with everything they claimed with irrefutable proof .

Dear danielschinasi84,

Please do exactly as the casino representative advised in the previous reply so we can move forward.

Respectfully,

Romi

Dear danielschinasi84,

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.

hello,

i have now printed out the form, filled it out, sent them last three months salary bank statement, and my mifnity statement as well.

i have also sent all the documents to Romi as well. thank you

Dear danielschinasi84,

Thank you for the update.

Please let us know whenever you have any news from the casino.

Thank you in advance.

Respectfully,

Romi

hey just as expected , they rejected my document submission once more .they are now asking me to write on the paper something that will take me weeks and weeks to complete. they are asking me to do something almost impossible to complete. i will need to look back at months and months of statements. look at what are casino wins and what aren't based on all of the transactions ive done in the past and write it down on the paper. . this is an unjust request in order to further delay my win and not pay it out.

Dear danielschinasi84,

Please let us know whenever you have any updates regarding the verification.

Thank you.

Respectfully,

Romi

my reply above is my update

Dear MrWest Casino,

Could you please tell us any new information regarding this case?

Thank you in advance.

Respectfully,

Romi

Dear Romi,

Thank you for your reply!

The player hasn't filled in the source of funds form according to the instructions that were given by our team, as well as in my previous replies here. As such that document was rejected and the player was informed that he needs to re-submit the correctly filled form.

Warm regards,

Eva Stone

Head of Customer Experience

MrWest Casino

Dear danielschinasi84,

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.

i have resubmitted the document again. ive also cc'd Romi in the email for her to double check the document and make sure its exactly what they asked for.

Please inform us whenever you receive any update from the casino.

Thank you.

Best regards,

Romi

hey Romi,

just as expected they rejected the withdrawal once again. I've cc'd you in every email I've sent to them. i filled out the declaration form perfectly (over 3 pages long). ive sent the about 4 months of mifinity statements. ive sent them 3 months of bank statements showing where my salary is. and i have sent them about 6 months or so of my other bank statements show my casino winnings. ive attached screenshots below of everything. im not sure what to do anymore, i feel lost in regards to what they want from me after 4 +months of trying to get verified.

Dear Daniel,

Thank you for your reply!

I see that the Source of Funds declaration has been rejected as you haven't followed the instructions given to fill it out - more specifically you haven't provided a written statement specifying from which of the declared income sources the funds deposited in the casino originated from. This should be a statement in the form "I declare that the funds deposited to my MrWest account originate from ...".

Dear Romi,

I was informed earlier that the player decided to also raise the same complaint with our regulator. In this case we would prefer to move all communication directly through the complaint with the regulator, to avoid any misunderstandings in this case. Please let me know who you wish to proceed.

Warm regards,

Eva Stone

Head of Customer Experience

MrWest Casino

Dear MrWest Casino,

I'm not sure I follow your request.

If the player decides to move it on to the licensing regulator, we will have to wait for their decision on this case.

Best regards,

Romi

i wrote on the form my salary and also listed the winnings from casinos leading up to my deposit , all of that is in the form. Romi can even double check, I've cc'd her in every email.

Dear Romi,

The player has already opened the complaint directly with the regulator.

Please find the proof attached.

Warm regards,

Eva Stone

Head of Customer Experience

MrWest Casino

Hello everyone.

As we were informed that the player has filed an official complaint with the licensing authority, I will now set this complaint to wait until we get the information about their decision.

Dear user,

Please inform us about it as soon as you get it.

Thank you in advance.

Best regards,

Romi

Hello all.

We have reopened this case as per the user's request.

Dear user,

Could you update us on this case and tell us if you have provided any requested documents to the casino?

If you failed to do so, unfortunately, we are unable to continue in solving this case.

Best regards,

Romi

yes i have but they are claiming that the bank statement deposits isn't corresponding with the declaration form but it does add up when you consider insurance and taxes etc

Dear MrWest Casino,

Could you update us about this case, please?

Thank you.

Regards,

Romi

Dear Romi,

As there is an open complaint with our regulator for this case, we kindly ask that the player responds to the complaint with the information requested. All communication will be done exclusively through the open complaint.

For reference, please find attached the last reply sent to the player through the regulator with the required documents. This was sent on August 05 and the requested documents weren't received.

We kindly ask the player to review the email carefully and send exactly what was asked there, without resending the same documents that were previously rejected.

Warm regards,

Eva Stone

Head of Customer Experience

MrWest Casino

heres proof i sent them the required info via email and even followed up twice for a response and no one replied to me .

and on top of that they keep saying what im sending is wrong when its actually exactly what they asked for .

Dear user,

The only way we can keep this complaint open is if you withdraw the complaint with the casinos regulator which we surely do not recommend.

Please let us know what you decide. I will have to close this complaint soon.

Thank you for your understanding.

Best regards,

Romi

but the casino regulators arent responding to my emails.

Unfortunately, as you may know, we can't do anything about it.

We surely suggest you keep the complaint with the regulatory open, though.

I'm waiting for your decision.

Best regards,

Romi

Dear Romi & Daniel,

As you have submitted a formal complaint through our regulator, please ensure that all communication moving forward is conducted exclusively within that complaint channel.

To avoid delays, kindly make sure to respond within the same thread, keeping all relevant parties in CC. Please also ensure that only the documents specifically requested in the regulator’s communication dated August 5, 2025, are submitted.

Resending previously rejected files will not support the process and may result in unnecessary delays. Our team remains committed to assisting you with the verification process, but timely resolution depends entirely on your cooperation and adherence to the instructions provided.

Thank you for your understanding.

Warm regards,

Eva Stone

Head of Customer Experience

MrWest Casino

ive submitted the requested documents multiple times and also asked for updates and received no answer.

Dear MrWest Casino,

Thank you for your cooperation on this case, and I hope that your cooperation will be the same within the complaint with the licensing authority.

Dear user,

As I repeatedly wrote before, unfortunately we are unable to intervene in your complaint with the licensing authority of the casino, and hope that you will be able to reach the decision there soon.

This complaint has to be closed now for the aforementioned reason.

Do not hesitate to come and inform us about the case on our forum at any time.

Best regards,

Romi