The player from Germany had submitted a withdrawal request less than two weeks prior to contacting us. Winnings had not been obtained up to that day. The player faced issues with the verification process at Mr West Casino, where his submitted documents were repeatedly rejected due to alleged poor quality, despite his insistence that they were clear. After multiple communications, the player expressed frustration over the cancellation of his withdrawal and the inability to resolve the verification issue, which led to a loss of his balance. The Complaints Team concluded that since the player had chosen to gamble his remaining balance, the initial issue was no longer relevant, and the complaint was closed.
MrWest Casino - Withdrawal of player's winnings has been delayed.
Closed
Our verdict
Other
Amount: €500
MrWest Casino
Safety Index:Below averageCase summary
Discussion
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12 months ago
Translation
I requested a withdrawal of €500 from Mister West Casino on Wednesday morning, March 26, 2025. The problem is that even though I was already verified, I have to verify myself again for such a small amount of money. Yesterday I uploaded four copies of all the required documents. Today I asked if I had been verified again and they said that all of the documents were blurry, or rather, one of the documents was blurry, and I had to upload them all again. I've looked and can't see that any of the documents are blurry, as I took all of the photos and sent them off with great precision. I've compared all of the photos in my outgoing emails and I can't see that any of the photos are blurry or illegible. I don't understand the problem with Mister West Casino. I strongly suspect this is a stalling scam. I would thank Casino Guru very much if they could help me again with this case. As with my last problem with another casino, I'm very positively surprised by Casino Guru and my experience and would look forward to further support. positive cooperation, thank you very much
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12 months ago
Dear Nutzername,
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 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 by 14 days since requesting the withdrawal, we will intervene and do our best to help you.
Thank you in advance for your patience and understanding.
Best regards,
Complaints Resolution Center
PS: Our initial response was generated based on the information you provided when submitting your complaint. If there has been any misunderstanding and the issue is different or more than just a delayed payment, please rest assured—we will review the details thoroughly and get back to you as soon as possible. Thank you for your patience.
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12 months ago
Hello Patrick & Nick,
Hope you are both well !
I have reviewed your complaint, and first of all would like to clarify that, since your registration with our casino, your account has never been verified.
You indeed uploaded a couple of photos on our platform, on 26/03/2025, which were rejected for the following reasons:
- Photos of ID: all photos rejected as they are blurry. Keep in mind that you should take the photos of your ID in good lighting conditions, making sure that the whole document is clearly visible in the photos and that all details are in focus;
- Photo of Proof of Address: rejected as it is a blurry photo;
- Photos of your Skrill MasterCard: passed the verification.
I see that you uploaded some additional photos on 27/03/2025. While these haven't yet been reviewed by the appropriate team, they will most likely be rejected as they are blurry.
Please make sure to upload the following photos:
- Photos of your national ID card: front and back;
- Photo of a proof of address: this can be any gas bill, electricity bill, water bill or bank statement issued under your name and showing your full residential address. The document needs to show a clear date of issues from the last 3 months.
- Screenshot of your Skrill account details, showing the relevant information such as your e-mail, name and date of birth.
- Bank statement for withdrawal - this should show that the account to which you requested the withdrawal is opened under your name.
To avoid any delays make sure the photos are clear, taken in good lighting conditions and that all details are clear and in focus. Make sure to upload the original photos taken by your camera, without any modifications or resizing them.
Warm regards,
Eva Stone
Head of Customer Experience
MrWest Casino
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12 months ago
TranslationOK, to explain it in detail, the original West Casino, as it was called last year, has changed its name to Mister West Casino. It's true that I haven't verified myself under the new name yet, but since I was able to access the casino with my new name using my account, which is the account I had last year at West Casino, and after a lengthy verification process, I was paid €2,000 last year, I must have already been verified. I mean, I was there when I was verified and withdrew the money, so that doesn't quite add up, but if you look closely, we're in a gray area, which of course could be based on requesting the verification documents again. That's probably true. I don't know the legislation when you change your name but you can still access the supposedly new casino with the same account you were logged in to under the old name. After all, I haven't logged in again this year, and I have to say that the photos I uploaded of my ID last night were taken with a 200 megapixel camera, in order to avoid the problems with To avoid the blurry photos, I will upload the photos I have taken to Casino Guru and get a second opinion there. Either my eyes are too sharp or it is because the finance team wants to let some other deadlines pass during the verification process. But that's okay. I will simply try again. It's not actually that easy, I have found out because the browser always kicks me out. I have no idea why that is. I would be pleased if the weather forecaster would comment on this again. Kind regards.
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12 months ago
TranslationIt's just strange that the deposits are always so quick and when you win something you're always kept waiting but that's probably because of the bank details 🤣
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12 months ago
TranslationMr West Casino has just cancelled my withdrawal requests as expected
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12 months ago
TranslationDear Casino Guru Team, I took the documents that I sent to West Casino with a 200 megapixel camera, so you can't get any sharper photos, and it was rejected a second time. How can I take action against this? This scam is only from Mr West Casino so that you lose your money again. There are no legal grey areas that the casino can refer to. The terms and conditions apply to the casino just as they apply to the customers. This is not legally negotiable. Best regards.
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12 months ago
Hello Patrick & Nick,
In order to withdraw from our casino you will first need to pass the verification process. As you haven't verified in our casino yet, you will need to provide the correct photos to complete the process.
I suggest you take the time and take a new set of photos, in daylight, making sure that all details are in focus. In terms of clarity the lighting conditions and focus will count more than the number of megapixels your camera has.
Warm regards,
Eva Stone
Head of Customer Experience
MrWest Casino
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12 months ago
TranslationThe documents I sent to Mr West Casino were recorded with such great precision that I can't even upload them to Casino Guru because there's always a limit of 5 MB per upload. However, I've just looked it up and I'm of the opinion that all employees at Mr West Casino should have their eyesight checked by a company doctor. The problem here must be on a larger scale and I can't take action against it without special legal means. I think a class action lawsuit for deliberate fraud with the accusation of withholding financial property is appropriate. There's nothing more I can understand about Mr West Casino's delaying tactics. I hereby request Casino Guru to take action against this. I think I'm not the only one who feels this way about this Mr West Casino.
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12 months ago
TranslationBest regards to the casino office team. If you allow me to increase the limit of 5 MB somehow, I would like to send you the photo of my recorded data. If you look further, it is so precisely sharp that you can almost cut yourself with it. And you will understand the problem of Mister West Casino just as little as I do. Best regards.
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11 months ago
TranslationSuch nonsense! I've now lost my winnings again because the payout was canceled, even though all the documents I sent were razor-sharp images. This Mr. West Casino is the biggest con artist and fraudster in my online casino career. I ask Casino Guru, on behalf of all players who feel the same way about this organization as I do, not to simply stop Mr. West Casino with its automated replies and player fraud, and to subject the organization to a thorough investigation. I will definitely seek highly reputable legal advice from a highly respected international law firm.
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11 months ago
Hello Patrick & Nick,
For the verification process to be completed you will need to take new photos that meet the requirements and send them.
If the photos are of poor quality they will be rejected by our team.
Warm regards,
Eva Stone
Head of Customer Experience
MrWest Casino
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11 months ago
TranslationI can't make any progress here as long as Mr West Casino isn't able to replace its employees with specialists who at least have normal to moderate eyesight, so that the casino doesn't scare away players with its unfair methods and incompetence. I can only say with certainty, just like many others, that I will no longer financially support Mr West Casino and its fraudulent activities. Sincerely,
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11 months ago
Dear Nutzername,
I hope you are doing well. As the recommended time frame has now passed, could you kindly update us on whether your withdrawal has successfully been received or if there have been any new developments regarding your case? Thank you for your time, and I look forward to your response.
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11 months ago
TranslationAs you can see from my message above, I have lost the money again because the payout that was granted by me was canceled by Mr West Casino and my photos were not recognized at all. I ask you, dear Nick, to read through the history of my messages again. I do not know what can be done against Mr West Casino.
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11 months ago
Hello Patrick & Nick,
I am sorry to see that you feel this way.
To complete the verification process you simply need to take new photos, following the guidelines I provided in the previous messages.
If the photos are of good quality and meet the requirements, the verification process will be completed in no time.
Warm regards,
Eva Stone
Head of Customer Experience
MrWest Casino
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11 months ago
TranslationNo, I have not received my money because I was forced by Mr West Casino to gamble away my balance again by not consenting to the verification of my documents, which I had sent several times. However, if someone is interested in what happened, they could have gathered what I am writing here from the previous messages. I am assuming that Mr West Casino will not reimburse me for the money that was involved in the payout, the €500, even through negligence.
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11 months ago
Dear Nutzername,
Unfortunately, if you have lost your money, there is nothing that could be done. It is entirely the player's decision to wait or play with the balance - the casino takes zero responsibility.
Based on that, as the initial issue is no longer relevant, we will be forced to close your complaint.
Best regards,
Nick
