MrWest Casino - Player was able to play despite an active self-exclusion in the partner brand casino.

This casino is another relaunch/partner brand of Westcasino.com where I had a permanent self exclusion on.

After checking this out I was unable to close my account and ended up losing a total amount of €3900 which is very unfortunately.

However, I do believe that I am entitled to a full refund since the casino opened this account for me with the exact same personal data and credentials I had on Westcasino.com. Also, this casino forgot to set up the deposit limit I had which was back in 2020 around €1000 a month and forgot the permanent self exclusion I requested on Westcasino.com which is currently still active there.

This means that Mrwest.win not only 'forgot' to set both restrictions that were required as these were also set on Westcasino.com where I asked for an operator wide closure (to ensure that if something like this happens I wont be harmed) this casino did operate illegally in The Netherlands while they were visible on Dutch affiliates a short time.

After I informed this casino about my complaint they denied any relation but kept my casino account open. Also their casino reject registrations from The Netherlands but somehow my casino account is still fully active without any restrictions.

Since the casino lacks any further responses I am happy to bring my case to this platform to affect their casino rating since it is unlikely that this casino will respond on this platform about my case.

To sum this case up:

• Players account got transferred from Westcasino.com to Mrwest.win without permission.
• Player was able to deposit and lose €3900 despite having a permanent self exclusion which was set on Westcasino.com
• Casino does not allow Dutch residents but my account is a exception
• Casino does not respond to complaints about the several mistakes made.
• Player is on CRUKS which should prevent any gambling activities but this casino is not on that system since they are illegal here.

Solution would be to issue a full refund of €3,900

https://casinoguru-en.com/forum/casinos/westcasino---general-discussion/10

Dear Youssf,

Thank you very much for submitting this complaint. I'm sorry to hear about the difficulties you're facing. To better understand your situation, I’d like to clarify a few points:

• Did you inform MrWest Casino directly about your gambling addiction and request self-exclusion before making any deposits?
• If so, could you please forward me the account closure requests along with the casino's responses at veronika.f@casino.guru?

Please note that WestCasino and MrWest Casino do not share a license or ownership. While they may be partner brands, this does not mean they share player information or self-exclusion lists. Additionally, deposit limits apply per casino, not across partner brands.

Unfortunately, Casino Guru does not handle complaints related to licensing regulations and policies. While I understand your concerns, we act as an independent mediator for player disputes and do not have the authority to enforce casino regulations. I would recommend researching casinos licensed in the Netherlands before playing in the future.

Thank you for your understanding.

Best regards,

Veronika

Hello Veronika,

If the casinos are not related then how was I able to log in with the exact same credentials of Westcasino.com on Mrwest.win without creating a casino account? Also, I did make a clear request to Westcasino to apply the closure on all brands related to them. Of course since they are a rogue casino which is why they lost their license they simply don't care.

And yes I did ask the casino twice through live chat for a permanent exclusion and the casino kept the account open instead of explaining how I can close the account permanently. They refuse to share this chat logs to use as evidence (which does not surprise me actually) and they refuse to comment on my complaints I sent since there are multiple grounds for a refund (illegal data transfer, illegal casino operations and my self exclusion requests I made in chat).

And in addition to my previous post Veronika, I did contact the DPO of the casino to hopefully get a copy of the requested data. However, there might be a chance that the casino responds to the Casino Guru team faster.

Also, after trying it through Live Chat and using their contact form. The casino is not closing my casino account despite my permanent self exclusion request.

Do you have any evidence showing that you logged into your MrWest Casino account for the first time without actually registering?

Also, please forward me the live chat transcripts of your communication with MrWest Casino customer support showing the exact date and time of your self-exclusion request at veronika.f@casino.guru. Alternatively, you may post screenshots here.

Hi Veronika, Could you confirm if my mail has been received?

I have not received any emails from you yet. Have you sent me the message from your email address registered here at Casino Guru? Have you double-checked if you typed my email address correctly? It's veronika.f@casino.guru.

Hello Veronika,

I just sent an mail from my @live mail address and I think that worked.

Thank you very much, Youssf, for providing all the necessary information. I'll try my best to help you resolve the issue by contacting the casino.

I’d like to invite a representative of MrWest Casino to join the conversation and participate in the investigation of the case.

Could you please provide us with the evidence if the player created a new account at MrWest Casino, or if he logged in using the same credentials as in Westcasino? Please send me more information regarding the player's issue at veronika.f@casino.guru. Thank you for your cooperation.

Hello Veronika,

Nice to meet you !

Registration in the casino is only possible by filing in the registration form and expressly accepting our terms and conditions. The player registered an account with our service on 26/10/2024 - 22:04:49 GMT Time.

While our casino works with multiple affiliate marketing websites that promote our service, we have no visibility of their mailing lists and they strictly refer traffic to us. Ultimately it is the player's sole choice if they choose to register with our casino.

Currently the player's account is under a permanent self-exclusion, which has been set in line with the player's request sent through our regulator.

Warm regards,

Eva Stone

Head of Customer Experience

MrWest Casino

Hello MrWest,

It is interesting that you refer to this exact time stamp claiming I created a casino account with you. Because I never registered on your casino. I only logged into your casino with the same credentials I have with Westcasino.com to find out it's working while I never joined your casino.

This was a try after seeing on this casino platform that Mrwest.win is a rebrand of Westcasino or at least hold ties to Westcasino and someone was able to log in with the exact same credentials on to Mrwest.win.

• https://casinoguru-en.com/forum/casinos/mrwest-casino---general-discussion#post-162863
• https://casinoguru-en.com/forum/casinos/westcasino---general-discussion/10

Two different players confirm my claim..

It is also interesting that players from The Netherlands cannot join but I was allowed to deposit money and play on your platform meaning that you even facilitated a bypass in your own casino..

Also interesting to mention that the casino is on the same affiliate program of Betmaximus.win and westcasino.com where all the three casinos have the exact same layout and system where betmaximus.win has a dark color version and all use the same support agents for inquiries.

Dear Eva,

Nice to meet you as well! Thank you very much for reaching out and providing more details about the situation.

Would it be possible for you to send me a screenshot of the player’s account records that confirm his registration at the casino on October 26? You can send it to my email address at veronika.f@casino.guru.

Thank you for your cooperation in this matter.

Best regards,

Veronika

Dear Veronika,

I have sent you the requested screenshot.

Warm regards,

Eva Stone

Head of Customer Experience

MrWest Casino

Hello Veronika,

It would be great to get to see the screenshot to, as I wonder which IP addresses wil be shown.

Also, the other questions asked do remain unanswered on this thread..

And I wonder what country has been used when signing up.

Dear Eva,

Thank you very much for providing the screenshot.

Dear Youssf,

After reviewing the evidence provided by the casino, it appears that you registered your account with MrWest Casino on October 26, 2024, at 22:04:49 GMT. Unfortunately, we cannot verify whether you were able to log in using your credentials from Westcasino or if you created a new account with the same personal details and agreed with the Terms and Conditions. Since we have not received sufficient evidence from your side to confirm that you logged in without creating a new account, it is a matter of conflicting statements between yourself and the casino. As the previous casino is no longer operational, we are unable to verify these details further.

Regarding your concerns with the Dutch license and other regulatory matters, we would like to clarify that Casino Guru does not handle licensing complaints. We operate as an independent mediator to assist players in resolving disputes, but we do not have the authority to enforce or review legal aspects such as licensing.

Given the current circumstances, we regret that we are unable to offer further assistance in this case.

Best regards,

Veronika

Casino.Guru Team