The player from the Netherlands experienced difficulties with a withdrawal after winning an amount, as her account verification was deemed incomplete despite submitting documents multiple times. She did not receive clear information regarding her withdrawal made on January 26 and faced long wait times for chat responses. The verification process was confirmed to have been completed on February 3, and the withdrawal of EUR 200 requested on February 8 was processed and released on February 13. The complaint was closed as resolved pending the player's confirmation, with the option to reopen if further assistance was needed.
MrWest Casino - Player’s withdrawal is delayed due to account verification issue.
Closed
Our verdict
Player stopped responding
Amount: €200
MrWest Casino
Safety Index:Below averageCase summary
Discussion
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4 weeks ago
I won an amount. Than my account was not veryfied. I did already at start but they told me that a few documents are not accepted. I delivered these again but still NO SIGN or clear info from them. Withdrawal is made 26-januari. When I go to their chat it takes minimum 20min before they responding. 
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3 weeks ago
Important notice:
Casino Guru will never ask for payments or access to your accounts to complete KYC. If someone claims to be from Casino Guru and does that, do not share any information.
We only contact players through this official complaint thread or via @casino.guru e-mail addresses. Always check the sender’s domain and verify your complaint resolver’s e-mail address by clicking on their avatar visible inside the official complaint thread.
If anything seems suspicious, contact us directly.
Stay safe.
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3 weeks ago
Hello,
Thank you very much for submitting your complaint. We are sorry to hear about the issue with your withdrawal and understand your concern. However, please bear in mind that it’s quite usual for withdrawals to take a couple of days or even weeks to get fully processed. This means that it may take some time before your money appears in your account. This delay may be caused by unfinished KYC verification or a high volume of withdrawal requests. That’s why we advise players to be patient, cooperate fully with the casino, and wait at least 14 days after requesting their withdrawals before submitting a complaint. If your account has been successfully verified, your game history checked, your withdrawal approved by the casino, and you still haven't received your winnings within 14 days since requesting the withdrawal, please let us know, and we will intervene and try to help you.
Thank you in advance for your patience and understanding.
Best regards,
Veronika
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2 weeks ago
Dear Klaas-fair,
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.
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2 weeks ago
Hello Klaas and Veronika,
Following a review of the account, please be advised that the verification process was successfully completed on February 3rd.
Furthermore, the withdrawal request in the amount of EUR 200, submitted on February 8th, was duly processed and released by the casino on February 13th.
Should you require any further clarification or assistance, please do not hesitate to contact us or reach out to our customer support team.
Kind regards,
Eva Stone
Head of Customer Experience
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1 week ago
Based on the developments, it seems that the issue may already be resolved. However, since the complaint was submitted by the player, we believe it’s only right to mark it as resolved only after we receive their confirmation.
Without that confirmation, we’re closing the case as rejected for now.
If the player returns with an update or still needs assistance, they can reopen the complaint at any time — and we’ll be ready to help.
