MrWest Casino - Pelaajan kotiuttaminen viivästyy vakavasti.

MR West aka (West Casino - Who I have discovered have a history of this and have left a wake of players out of pocket).

Having the worst experience of my life with any casino trying to KYC. Proof of address verified (Photo taken with my iphone). But my passport they keep asking for photos taken with unedited metadata (didn't know what this was).

Have sent in a total of about 8 passport pics. Yesterday I followed their instructions. I took the picture, uploaded immediately to the site and email and emailed them and also took a screenshot of the photos information (metadata) on my phone.

Again today they came back with the same 'New pics with unedited metadata). It's infuriating. I sent them a link online that explained whenever you upload a pic to an email metadata changes. I have read through old complaints on here and they did this to soooo many players as WEST CASINO before. I even see they were taken to court.

I have said I can do a video if they want but they ignore me.

Please help. I will forward all the emails and photos I have taken and sent them and CG can look at metadata.

Hello sageirsword,

Thank you very much for submitting your complaint and I'm really sorry to hear about your issue with MrWest Casino. Please allow me to ask you a few more question before we would move forward.

• Could you please advise since when exactly is the verification process ongoing?
• Which documents have been already approved and which ones not?
• When was the last time you spoke to the casino and what was it about?

Please note that the verification process may take up to 14 days after sending in all the requested documents.

Looking forward to your answer.

Regards,

Nick

Its nothing to do with time limits. It's the caisno purposefully attempting to use KYC as a method of delaying the withdrawal. Let's call a SPADE a SPADE.

1 - Account was fully verified with ID, selfie, proof of address and skrill.

2 - I won €640. I requested the withdrawal.

3 - Suddenly I need further verification (odd the further verification wasn't required for depositing...). They need a SECOND ID document and me holding a selfie with the document. I sent all this as I have a second passport for sweden.

4 - I get this absurd email -   

Dear Player!

  Thank you for providing a unique photo.

Due to increasing fraud attempts on the internet, we are looking to enforce all possible measures to keep our customers’ funds secure.

In order for you to proceed with the additional verification procedure, please record a short self-identification video with your document (passport). Please prepare your document and a piece of paper with the handwritten date of recording and our product's name.

Things you must perform in the video:

1. Say your full name, date of recording the video on the front camera, and that this video is dedicated to the additional verification process on our company's website.

2. Show what is around you, so that we can make sure there are no third parties nearby.

3. Wave your hand in front of your face for several seconds to make sure you are not using any face-editing software.

4. Show yourself holding your document, and a paper with today's date our product's name.

5. To make sure your document is genuine, please remove a piece of paper and show your document close to the camera, rotating it at different angles so we can see blinking holograms and watermarks on your document.

Best Regards,

BetSofa Verification Department

5 - I do the video and send it all in. I also send screenshots showing my ID and account verified via SUMSUB (as we all know the AI powered third party software used by 1000's of businesses that detects fake documents). This was from a different casino that uses SUMSUB.

No withdrawal and radio silence. You know as well as I do the casino is acting inappropriately and only because I won money.

Sorry ignore that post.

This is for a complaint I have against betsofa.

This west complaint is resolved.

Hello sageirsword,

I'm glad to hear that your issue with MrWest has been resolved.

I will be marking the complaint as resolved.

Please note that if you have an issue with a different casino, you have to submit a new complaint.

As you know, we do not charge for our services, nor do we 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://www.trustpilot.com/evaluate/casino.guru. Your honest review and any suggestions for improving our complaint resolution and mediation process would be invaluable. Your feedback could also assist others who are considering contacting us for help with online casino-related issues.

Thank you in advance for your time.

Best regards,

Casino.Guru

We’ve reopened this complaint at the request of sageirsword. We would like to allow this case one more chance to be resolved and help both parties involved to reach a satisfactory conclusion.

Attached is the screenshot of the everything last sent.

Can you send me your email so I can forward you the live video I took downloading the bank statement from my account and uploading to show no metadata etc was changed.

Hello sageirsword,

Please forward any new or additional evidence to [email protected].

Regards,

Nick

Ive forwarded the statement I sent and video of me downloading it from my bank account. This was all sent to Mr West

Dear sageirsword,

Please forward the communication between you and MrWest casino related to this case to [email protected] as well as we have currently no information what is the casino requiring from you.

Awaiting your response.

Regards,

Nick

This is what they requested (but with ID) months ago. I had to do a video of me taking the pic and uploading it on my phone for that as well as they kept saying 'metadata' was altered. They accepted the video and I had deposits and withdrawals. They had also previously verified my utility bill (I only get this posted).

They then asked for pdf of bill or bank statement.

So I have had to do the video showing me downloading the statement direct from my bank and uploading to email and sending.

Dear sageirsword,

Do you have the communication from months ago as it seems this e-mail was sent less then a week ago.

Additionally, can you please advise if you did forward them the documents again after this request?

Regards,

Nick

The video of me downloading the PDF bill and sending the pdf bill via email have been sent to the casino!

See them here.

Here is the email they sent almost two months ago saying the account was validated.

Now today! They have cancelled my withdrawal AGAIN and now requested the below...

Why did they request the pdf bank statement as proof of address if they are now requesting a proof of address next to my face in a selfie?

Why did they verify my account months ago now just to put me through this?

*ALSO, I already supplied two selfies when they verified my account originally?

This was my response to them. They have not responded to one of my emails.

Also the amount in the account is €530

They just sent me this email and this was my response.

The emails are becoming very conflicting, almost like they are being sent from two different people. They are also not commenting on which proof of address is needed, if my bank statement (with video of me downloading it) was accepted?

Having done some more research this company is the old 'West Casino' they were literally thown out of Malta and their MGA license revoked for this exact behaviour!

Also for context and to show the levels I have had to go to previously be told I was veirfied, attached is screenshot of me doing a video of me taking a passport pic and then uploading it straight to email and sending to west.

This was because they kept saying I was changing the metadata when I took the picture. Which I was not and didn't even know what it was until they sai

Thank you sageirsword for all the information provided. I will now forward your complaint to my colleague Kubo ([email protected]) who will be assisting you from now on.

Wish you best luck resolving it.

Regards,

Nick

Thank you!

Just to update the communications. Casino is still being extremely unclear.

Dear sageirsword,

It’s a pleasure to e-meet you. My name is Kubo, and I’ll be handling your complaint moving forward.

If there have been any updates or new developments since your last message, please don’t hesitate to share them with me.

In accordance with our standard procedure, I’d like to invite a representative from MrWest Casino to join this conversation. Their participation will help ensure a smoother and more efficient resolution of your case.

Dear MrWest Casino,

Could you kindly provide detailed information regarding the player's issue? Specifically, I would appreciate it if you could clarify the reasons behind the delay in processing the player's verification and withdrawal.

Thank you in advance for your cooperation and prompt response.

Best regards,

Kubo

Just to update, attached is the last email I sent back to Mr West. Sent 8 days ago. No response.

I have also forwarded them this complaint so we can mediate and resolve.

Dear Kubo,

From what I see the delay is due to the fact the player isn't cooperating with our team and providing the requested documents.

For reference, here is what was requested from the player:

1. Photo of a new Proof of Address document (this needs to be different document, not one previously provided) issued in the last 3 months, showing the player's name, full home address and a clear date of issue. For this specific section the following document types are accepted: electricity bill, gas bill, water bill, bank statement or tax statement;
2. Selfie of the player holding the Proof of Address - this needs to be the new Proof of Address that was requested;
3. Selfie of the player holding the passport next to his face.

These need to be uploaded directly to the player's casino profile or sent by email to [email protected].

Kindly note that we only accept the original photos taken, with the complete EXIF information available - showing the device used to take the photos, the date when they were taken and the other relevant information.

Photos should be clear and all the details, including the document background should be clearly visible.

Regarding the email the player attached a screenshot of in the previous reply, please note that the [email protected] address is strictly used to receive documents and inform players once they are reviewed. For any questions or concerns the player will need to contact customer support by email or Live Chat.

Warm regards,

Eva Stone

Head of Customer Experience

MrWest Casino

Hello,

How am I not cooperating? I have emailed you mutliple times over 8 days. You have also missed out responses to my questions and this is AGAIN the same copy and paste responses I am getting by email.

I will ASK again, and AGAIN point to evidence above.

1 - I previously uploaded a proof of address (Utility Bill - Posted. Sent a picture) This was verified along with my ID and previous selfie (Hence the attached email from you saying my account was verified). I then had withdrawals and deposits no issues. On a subsequent withdrawal you then asked for all these new things. My new proof of address you asked for in PDF. So I downloaded my bank statement directly from my AIB back office. I recorded my screen of me doing this and uploading it to my email and sending it to you in real time. (I had to do THIS SAME THING with ID previously as you kept saying I had changed meta on it. I had not). Has my AIB bank statement been accepted? If not then why? You previously requested in emails that the selfie holding the proof of address needs to be the same one. Now you say above different one? I only have my utility Bill and my bank statement. I have a phone bill as well for my three phone? Which proof of address do you need and which selfie do you need with it?

2- I already provided a selfie of me holding my passport? You always say meta is changed? What can I do?

I can record a video and upload it to you if you like? Would this help? Or I can do a video call? I am not sure of the issues here as I was previously verified and withdrawals were no issue. You have now suddenly begun to act in a very obtuse way and making it impossible to verify despite me sending in all the docs (and more!) but you keep claiming they are wrong...

I am uploading everything I have previously provided in this thread (and were verified) for Casinoguru to see. (I cannot upload my bank statement as it's pdf or the videos. But I have sent these to CG on email).

I have also informed the casino I am in the midst of moving from Ireland back to Sweden (stopping in UK for my mother) due to family illness, so will need the account updated or closed.

Just adding where they stated the proof of address needed to be in PDF format, whilst simultaneously needing a selfie with it....

Dear MrWest Casino,

According to the available information, the player has already submitted the requested documents in line with your requirements. The photos are also visible in the complaint thread, with the exception of the requested selfie holding the proof of address.

Could you please clarify exactly what, aside from the aforementioned selfie, is still missing? Additionally, what are the current issues preventing you from accepting the documents already provided?

Would you be open to conducting a verification call with the player as an alternative means of completing the verification process?

Thank you for your response.

Thanks kubo. Also need clarification on the following (Which i've asked for clarifty on a number of times'

1 - I previously uploaded a proof of address (Utility Bill - Posted. Sent a picture) This was verified along with my ID and previous selfie (Hence the attached email from you saying my account was verified). I then had withdrawals and deposits no issues. On a subsequent withdrawal you then asked for all these new things. My new proof of address you asked for in PDF. So I downloaded my bank statement directly from my AIB back office. I recorded my screen of me doing this and uploading it to my email and sending it to you in real time. (I had to do THIS SAME THING with ID previously as you kept saying I had changed meta on it. I had not). Has my AIB bank statement been accepted? If not then why? You previously requested in emails that the selfie holding the proof of address needs to be the same one. Now you say above different one? I only have my utility Bill and my bank statement. I have a phone bill as well for my three phone? Which proof of address do you need and which selfie do you need with it?

Dear Kubo,

Thank you for your response!

As the verification process is conducted in line with our internal policies and regulatory requirements, the player will need to follow the instructions given by our dedicated team, which I have also mentioned in my previous reply.

The photos the player has sent directly to our so far have all been rejected and the player has been instructed to take new photos (these should have all the relevant exif information and clearly show that they were taken after our request) and provide them. I am including the list again for reference:

• Photo of a new Proof of Address document (this needs to be different document, not one previously provided) issued in the last 3 months, showing the player's name, full home address and a clear date of issue. For this specific section the following document types are accepted: electricity bill, gas bill, water bill, bank statement or tax statement;
• Selfie of the player holding the Proof of Address - this needs to be the new Proof of Address that was requested;
• Selfie of the player holding the passport next to her face.

Warm regards,

Eva Stone

Head of Customer Experience

MrWest Casino

Again, this response ignores all the points I am raising/the previous requests they made? This is clearly deliberate from Mr West (aka West caino, and the reason they were run out of MGA).

1 - I previously uploaded a proof of address (Utility Bill - Posted. Sent a picture) This was verified along with my ID and previous selfie (Hence the attached email from you saying my account was verified). I then had withdrawals and deposits no issues. On a subsequent withdrawal you then asked for all these new things. My new proof of address you asked for in PDF. So I downloaded my bank statement directly from my AIB back office. I recorded my screen of me doing this and uploading it to my email and sending it to you in real time. (I had to do THIS SAME THING with ID previously as you kept saying I had changed meta on it. I had not). Has my AIB bank statement been accepted? If not then why? You previously requested in emails that the selfie holding the proof of address needs to be the same one. Now you say above different one? I only have my utility Bill and my bank statement. I have a phone bill as well for my three phone? Which proof of address do you need and which selfie do you need with it?

2 - Casino Guru, what EXIF etc has been changed on the documents I have uploaded here and provided? Can you or Mr West provide any proof of this? ( I realise you are not claiming I have done this).

3 - I have no other proof of addresses from my previous Irish address other then my utility bill (WHICH WEST ORIGINALLY ACCEPTED) and my AIB bank statement (Which I downloaded and did a video of me doing so and uploaded a video of. Still no clarification on if this was accepted or declined, reasons??). I have an old posted water bill to that address which is still in date? Will this do?

4 - I am between the UK and moving back to Sweden now due to my mother. So I'm not really sure what relevance the proof of address now has as my lease is up at the end of June?

5 - I can record a video and upload it to you if you like? Would this help? Or I can do a video call? I am not sure of the issues here as I was previously verified and withdrawals were no issue. You have now suddenly begun to act in a very obtuse way and making it impossible to verify despite me sending in all the docs (and more!) but you keep claiming they are wrong...

Mr West continuously ignoring my points/requests for clarification due to their conflicting requests, won't help this complaint get resolved. But it WILL help Mr West continue to attempt theft. I have offered to do verification videos, I have also filmed myself taking pics, uploading pics, downloading bank statements and emailing them directly to Mr West (CG have these videos sent to them).... There is nothing else a player can do here.

Dear MrWest Casino,

According to the data provided, the player submitted a bank statement as proof of address, in line with your stated requirements. Additionally, she included a video demonstrating how the document was exported directly from her internet banking account, clearly verifying the authenticity and source of the file.

Given this, we are unclear as to why the statement has not been accepted. Could you kindly clarify the specific reasons for its rejection?

Thank you in advance for your response.

Dear sageirsword,

Regarding the photos with missing EXIF data, could you please provide more detail about how the images were handled? Specifically:

• What device did you use to take the photos?
• Did you attach them to the email directly from your phone?
• Were the images exported, edited, or converted using any app before being sent to the casino?

Your clarification will help us better understand the issue and assist you more effectively.

Thank you in advance.

Dear Kubo,

Thank you for your response!

The player was asked to provide a different document. I don't see our team asking for any video or similar.

I see that the player has stated in her previous reply that she is no longer a resident in the country where she opened her casino account.

In this case the player will need to send a formal request to [email protected] informing us of her new residential address and country, attaching a proof of address for her new residential address.

I will inform our team of this as well.

Warm regards,

Eva Stone

Head of Customer Experience

MrWest Casino

Dear Eva & MrWest Casino,

Thank you for your response as well.

Dear sageirsword,

Could you please respond to the question I raised in my previous post?

Thank you.

Thank you for sorting out the account issue Kubo!

To answer your questions -

Regarding the photos with missing EXIF data, could you please provide more detail about how the images were handled? Specifically:

What device did you use to take the photos? - IPHONE

Did you attach them to the email directly from your phone? - YES (I have forwarded you the last 2 emails of the selfie & video - been sent to jakub.m email - I sent of the selfie I did, showing me attaching it and a video to prove it was all happening in real time). Mr West have ignored my emails regarding this for 8 days.

Were the images exported, edited, or converted using any app before being sent to the casino? Nope. Just uploaded and emailed straight away.

----

As you can see from the emails I forwarded you I have had no response to my emails since the 3rd. I have sent numerous chasing emails and emails addressed to EVA with no response also.

Kubo, I have forwarded you the email where I took the selfie with the document next to my face. Please download it and look at the quality.

After 10 days West have responded with the attached response.

Disgusting and simply not true. I have attached a zoomed in version of the selfie with all my details 100% clearly visible (you can also reference this in th email I sent with the attachment). You can see the focus is on the details and there is no blur whatsoever.

Dear sageirsword,

Thank you for providing the additional documents and the most recent selfie. Regarding the previously raised concern about blurriness, I believe the casino may still be referring to the earlier image where the passport details were slightly unclear. That said, in my assessment, the latest selfie is sufficiently sharp and meets the necessary criteria, including the required EXIF data.

Dear Eva & MrWest Casino,

In my professional opinion, the most recent selfie provided by the player is adequate for verifying her identity. At this point, it appears that the repeated rejections of the player's documents - often accompanied by identical, template-style messages - are no longer reasonable.

To avoid further delays and unnecessary frustration, could you please clearly state, in specific terms, what additional documentation or clarification is still required from the player to finalize the verification process? I kindly request a direct and personalized response, rather than another automated or copy-pasted message.

This matter has been ongoing for quite some time, and while I appreciate your diligence in ensuring compliance, I must point out that the continued requests appear disproportionate given the modest amount in dispute.

Thank you for your attention to this matter. I look forward to your prompt and constructive reply.

Thanks for this Kubo.

Dear Kubo,

Thank you for your response!

From what I see the last photo which you reference has been rejected by our team as the photo is not clear enough (passport is not in focus, details are blurry, no security features are visible, passport background is not clearly visible). All photos are reviewed according to our internal processes which are completely aligned to industry standards and regulatory requirements related to customer due diligence.

I am attaching again the steps the player needs to follow, which were already mentioned in my previous replies:

1. For Proof of Identity the player will need to take a new selfie of herself holding the passport, making sure that the photo is focused on the passport and that all the details are in focus and clear. We expect to clearly see the passport background, the details and at least some of the security features of the passport. I recommend that the player disable any photo enhancement features or filters used and simply take a regular photo in good lightning conditions which will easily produce the desired result. The player should upload the original photo taken from the device without re-sizing it or making any modifications to the photo.
2. As the player declared she is no longer a resident of the country she registered her account in, she will need to send a formal request to [email protected] informing us of her new residential address and country, attaching a proof of address for her new residential address. While I advised of this 2 weeks ago, the player hasn't yet completed this step.
3. Photo of a new Proof of Address document (showing the player's new residential address) issued in the last 3 months, showing the player's name, full home address and a clear date of issue. For this specific section the following document types are accepted: electricity bill, gas bill, water bill, bank statement or tax statement;
4. Selfie of the player holding the Proof of Address.

To avoid any further details I recommend that the player follow the steps provided above carefully and provide the requested photos.

Warm regards,

Eva Stone

Head of Customer Experience

MrWest Casino

Dear sageirsword,

Thank you for your response!

I am unable to find any email from you, sent to [email protected], requesting your address to be changed along with an attached Proof of Address for your new address. Would you be able to attach a screenshot of the email here so I can locate it?

For your casino account you need to use the address of your permanent residence. As you stated you are no longer residing in the country where you registered the account then you will need to update this to your new permanent address.

Warm regards,

Eva Stone

Head of Customer Experience

MrWest Casino

I have just sent these selifes & cc'd in Jakub from casinoguru (I do not have your email Kubo). I have also sent the screenshot from my phone showing I have selected the passport info to be in focus.

Eva, for the next probably 3 months my address will be my UK address. Shall I send this with proo of address and selfie with the proof of address? I have sene that West are not legally allowed to run in the UK so I am concerned about this. When I move to sweden I also did some digging and see your old company name (Goldwin) was fined huge amounts and banned from sweden.

So all of this is very concerning, compounded by my experience with you thus far.. Perhaps Casinoguru could help advise me?

Dear sageirsword,

Thank you for providing the new selfies. Just a quick note for clarity - [email protected] is my email address. Jakub is my given name, while Kubo is simply a nickname. Apologies for any confusion this may have caused.

Dear Eva & MrWest Casino,

Thank you for the update and for sharing the requested instructions.

Could you kindly confirm that the player's concerns regarding the verification of her UK address are unfounded - that is, there should be no issues completing verification while the player resides in the UK, especially considering the UK is not listed among your platform’s restricted countries?

Additionally, could you please confirm that you have received the most recent email containing the player’s selfies?

Thank you for your continued cooperation.

Kubo,

They sent an email rejecting the images again, despite me highlighting the fact I had put the focus assist on the passport details.

What am I supposed to do here? You have stated previous pictures were clear, I've taken another two new ones (4 in total).

This is obviously deliberate.

Dear Kubo,

Thank you for your response!

In order to verify the player will need to provide documents attesting a permanent address. As the player stated she is just passing through temporarily this means that she will not be able to verify using that address.

The selfies were received and rejected as again the passport's details aren't sufficiently visible to pass the verification.

Warm regards,

Eva Stone

Head of Customer Experience

MrWest Casino

Hello Everyone,

We have reopened this case to allow for further investigation into the matter. In the meantime, I’ve been in private communication with both the player and the casino representative. However, any significant updates will be shared here for transparency.

Dear sageirsword,

To begin, could you please send proof of your current address to my email?

Thank you for your cooperation.

Hello Kubo,

Yes I can. I have already requested paper bills from the energy provider and have to go in and get a statement from the bank today. I also have universal credit appointment I will get some kind of letter from them I could use also.

I have explained to the West that this is my permanent residence for now as I don't have any bills or anything elsewhere & there is a chance my mother will be coming to live with me in the UK if we can get help from the council with the place I am in. However I may have to move back to sweden by the end of the year. It's not definite though.

Kubo,

I cc'd you in on about 25 pics I just took and uplaoded. I think there are 18 in total and two highlighting meta data.

Dear sageirsword,

Thank you once again for your continued cooperation. I sincerely apologize for the prolonged nature of this issue - I truly appreciate your patience, and I genuinely want to assist in resolving this matter as soon as possible.

To move forward, could you please provide a short video of your passport? Kindly record it with a close-up view, gently moving it from side to side to clearly display the holographic security features.

Additionally, if available, do you have any other valid identification documents (such as a driver’s license) that could also serve as proof of identity?

Thank you very much for your assistance.

Hi Kubo.

Yes I can do the video.

Yes I have my swedish passport. I have attached pictures here. The Casino & Eva have never requested any other proof of ID though?

I'm confused? I sent these 18 pictures over a week ago and had no response from the casino and there has been no response here or on my email? Have these been accepted? Has my address now been updated?

Have they now requested the video of the passport (Which I stated I would supply over a month ago but they repeatedly said it was not needed and would be rejected).

*I think it's important to note that I have spoken with the UKGC (You can also see the attached) & it's illegal for an operator to offer services in the UK without a license. Mr West do not have one. So it makes this process of updating my address redundant. Shouldn't my account have just been closed and balance sent to my withdrawal method when I left Ireland? I also can't get on the site on my ISP. Says it's blocked. Sky do this for what they deem, illegal sites. How do I circumvent this?

Thanks

Sent the video on email kubo,

Dear sageirsword,

Thank you very much for providing the requested video.

Dear MrWest Casino,

Could you please confirm that you have received this recording? I understand it was not explicitly requested, but if it could assist in resolving the matter, I believe it should be reviewed and a statement provided.

Additionally, to my knowledge, the player has also submitted the proof of address along with the selfie as per your requirements. Could you please confirm receipt of these documents as well?

Thank you for your cooperation.

The 18 pictures of the ID selfie, x2 proof of addresses and selfies with each proof of addresses were submitted on the 31st of the July. It is now August 12th. Mr West have not responded for 13 days after me sending above and beyond what they requested.

Again, just to point out some reality here. I am now living in the UK. The UKGC (as per my past screenshots) have stated it is illegal for Mr West to offer it's services to players in the UK without a license. This is all redundant.

Hi Kubo,

Just to let you know I manged to get on Mr West from the UK using my phone net. My wired interent ISP blocks the site as they are not legally allowed to run in the UK.

As the casino has not responded to the 18 pictures I sent on July 31st I have requested a withdrawla. See all attached. The site is only allowing me to request 1000 euro in one go.

We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.

Hi Kubo,

This is ridiculous from them. They have not responded to my 18 pictures sent July 31st, not processed the withdrawal, not responded to the video you asked me to do... This behaviour has been so deliberate. They clearly have had no intentions of resolving this.

Have you been speaking to them privately as before?

Hello Kubo,

I got the attached email yesterday -

I requested €1000 withdrawal 3 days ago...Still waiting. But it looks like after 4 months and my account being verified once, they have verified it again! We'll see what happens now with the withdrawals and questions being answered about UK license etc.

But thank you for your help in getting it this far.

Dear sageirsword & Kubo,

Thank you for your response!

I can confirm that the last set of documents submitted, along with the additional video provided have been accepted.

As your account is now switched to a different country you will need to place a new withdrawal request, as the available payment methods are now different.

You can place your withdrawal request to a bank account opened in your new country of residence - keep in mind that you'll need to provide a bank statement for that account for the request to be processed.

Warm regards,

Eva Stone

Head of Customer Experience

MrWest Casino

'You can place your withdrawal request to a bank account opened in your new country of residence - keep in mind that you'll need to provide a bank statement for that account for the request to be processed. '

You mean the Bank account statement that was provided on July 31st which you verified? It's things like this that just cause me so much stress. SIGH.

I have requested to my bank and also sent the attached to documents, reminding them that they already have all this and verified it on from July 31st

Dear sageirsword & Kubo,

Thank you for your response!

If the bank statement for that account was already provided there is no need to do it again.

I see that you placed the withdrawal only for a small amount. Please submit a withdrawal request for the maximum allowed - EUR 2000 per week.

Warm regards,

Eva Stone

Head of Customer Experience

MrWest Casino

Hello,

I do not want to request the full amount until a small withdrawal has been received by my bank. As i believe there is a very strong chance your attempted payments will be flagged and rejected as fraud by Lloyds.

My reason for this is looking online I have found players stating withdrawals were not received into their bank by you. I also have a few that as you are operating illegally in the UK banks etc may flag your payment as fraud. Your site also says it's based in Anjoun. Lloyds would certainly flag a payment from a bank account in that coutry as suspicous.

Dear sageirsword & Kubo,

Thank you for your response!

You will need to request the withdrawal up to the maximum allowed for the transaction to be processed.

I kindly ask that you cooperate accordingly.

Warm regards,

Eva Stone

Head of Customer Experience

MrWest Casino

No. As explained.

The withdrawal amounts are between 100 and 2000. You cannot force me to request a withdrawl of the full amount until I am sure the funds will be accepted by my bank.

I am choosing to withdraw 200 to ensure the money is received due to the fact I strongly suspect because of the country you are based in, the payment will be flagged as fraud by the bank, resulting in the funds being returned and another 4 months of back and forth with your casino and the bank attempting to locate them. Which you will most likely not help with.

Alternatively you can tell me the name of the account you will be sending the funds from and the account number & country. I can then contact LLoyds and ask them to put this on my account to accept the payment and/or check if they accept payments from that country.

Need I remind you I deposited all those months ago and played in Crypto a non fiat currency, you are now making me withdraw to my bank account, a fiat currency. This is obviously against AML.

Dear sageirsword & Kubo,

Thank you for your response!

We don't allow players to split the amounts into multiple smaller withdrawals. If you don't place the request correctly it will be cancelled by our team.

As long as the bank account is valid and registered under the same name as the casino account holder the payment will be received fine.

Warm regards,

Eva Stone

Head of Customer Experience

MrWest Casino

No. As explained. As you are breaching AML and as I have significant concerns, based on other players experiences online I forsee issues with the money being received by a UK account.

'As long as the bank account is valid and registered under the same name as the casino account holder the payment will be received fine' - This is incorrect, Lloyds put blocks on high risk countries. As stated, you are operating illegally in the UK and I have consulted with the bank who have advised me to make sure the payment is received to obtain the below information from you. They also suggested sending a smaller amount to ensure the funds are received. Hence why I am only withdrawing €200 to begin with.

I have also asked for you to provide the name of the bank you are sending the money from, account number and country, so I can contact Lloyds and have this added to an approval list on my account. As you have done constantly throughtout the last four months, you have deliberately ignored this.

Also what you are saying is not based in reality. You do not impose a conidition on your players that every time they make a withdrawal they must withdraw ALL OF THE FUNDS ON THEIR ACCOUNT. This is absurd. It is also not supported by any terms and conditions is actually counter productive for a business perspective for a casino.

We will let Kubo review this and make a logical determination, as, yet again, talking to 'Eva' is not making any sense.

Dear sageirsword & Kubo,

I understand your concerns, however these are not founded.

In order to close this case please request the withdrawal for the whole amount possible, EUR 2000, so that our team can process the payment accordingly.

Warm regards,

Eva Stone

Head of Customer Experience

MrWest Casino

I have explained my reasons above following consultation with my bank. You have also ignored/neglected to provide the name of the merchant sending the payment, account number and country of origin so I can call Lloyds and add this to approved payments for my account (I would then request the full amount in one go).

So as things stand, once my 200 withdrawal is processed and I confirm receipt I will request the remaining balance and close the case.

Let us now wait for kubo to respond if you are going to persist in refusing to process my 200 withdrawal.

*Also Kubo, there is more then 2000 in the account, it is 2030 or something, so by making me request 2000 they will be able to keep the 30 as min withdrawal is like 200 to bank

Dear Eva & MrWest Casino,

Thank you for accepting the player’s documents and for your cooperation throughout this process.

Dear sageirsword,

I’m pleased to hear that your account has now been verified successfully.

I understand your concerns about potential issues with your bank processing the payment from the casino. However, I must clarify that our role is limited to handling complaints concerning online casinos and their direct relationship with players. Since the main issue - delayed verification - has been resolved and the casino has already released your funds for withdrawal, any further difficulties involving your bank fall outside of our scope.

Regarding your claim that the casino operates illegally: under UK legislation, only casinos holding a UKGC licence are permitted to operate officially within the UK. However, the fact that a casino’s website is accessible from the UK and accepts UK players does not necessarily mean it is "operating in the UK." Such casinos are considered offshore operators. Importantly, UK law does not penalize players for gambling at offshore casinos, but it is ultimately the player’s responsibility to weigh the risks before registering and depositing funds.

Unfortunately, banking issues fall into this area of personal responsibility. Neither we nor the casino can intervene in your bank’s internal procedures. The casino has stated the conditions under which your withdrawal will be processed, and if you choose not to comply with these, I regret that I cannot assist you further.

Thank you for your understanding.

FYI: I have reached out to the casino representative with one more inquiry, and we’ll see what can be done.

It is a condition of UK law and UKGC guidelines for a casino to operate in the UK they must hold a UK license. Mr West are allowing players to sign up from the UK without a holidng a valid license. This is against the law. I have forwarded you the email I got from the UKGC where I specifically asked about Mr West.

I have never mentioned players being penalised by the law for signing up at an off shore casino? Also irrelevant to me as I signed up when I was in Ireland, where Mr West can operate.

Let's keep things accurate. AML regulations state you should deposit and withdraw to the same methods. A condition of the license Mr West purport to hold. I deposited using crypto. Never with my bank. Therefore the casino, which you are aware of, are breaching AML regulations by making me withdraw to bank. I'm pretty sure this would fall under your remit for helping players with complaints?

Again, I am not refusing to withdraw to my bank, but am stating I am not comfortable breaching AML when the caisno is still offering crypto payments on their site.

I have simply asked for the Bank name, account number and country of origin the funds will be sent from (Ironically everything I have supplied the casino during verification). I can then inform my bank and add the bank to the list of approved payments. This is due to NUMEROUS complaints online where players have been put in this position by the casino, requested the FULL balance to bank and never got the money! If you look on trustpilot you will see players chasing EBA numbers etc etc and never receiving them from the casino and never receiving any proof from the casino the money was sent. After 5 months of dealing with this complaint, I do not want to be in the situation where I request the full balance and it is never received and then you state 'You cannot help me further'.

There is also nothing in the casinos terms about every player, every time they do a withdrawal needing to withdraw the FULL amount. Kubo, you know this is absurd and completelty counter productive to a casinos operating model. This is highly suspcious then as to why this is being requested of me and why the casino has refused to process my current withdrawal.

Lastly, I have not refused to withdraw, I have not refused to comply with anything. I have requested €200 to ensure the funds reach my bank, as if there is an issue I will open something like a Revolut or Wise account and request the full balance to one of these accounts as I BELIEVE (maybe wronlgy) it's easier to get money to these? What I am doing is attempting to act logically and fairly whislt the operator, contiues to act very suspiciously, surely you can see this? I obviously wanted this fully resolved.

Thanks for reaching out to Eva again.

Dear MrWest Casino,

Could you please clarify why the player’s funds cannot be refunded via cryptocurrency, considering this was the method originally used for her deposits?

Thank you for your cooperation.

Dear sageirsword & Kubo,

Thank you for your reply.

The payment methods available, both for deposit and withdrawal, are different depending on the country where the player is located - according to the agreements and limits of our payment providers.

As the player changed country, the available payment methods are different now.

Warm regards,

Eva Stone

Head of Customer Experience

MrWest Casino

This is in breach of AML regulations, regardless of the reasons. The casino is also not legally allowed to run in the UK, as we have established, so there are no regulations on payment methods they are required to follow there.

Again, the 'Eva' response is deliberately ignoring my points.

I have had a 200 euro withdrawal pending for almost 10 days. There is absolutely no reason this could not have been processed, HAD it been and HAD it been received by my Lloyds I would have requested the full balance. HAD it not been received (which is my suspicious as per the reviews on other sites and TrustPilot), I would have set up a wise or revolut and requested to that method, 200, to test if that is received.

The casino has provided NO explanation as to why they are trying to force me to withdraw the full 2000 in one lump sum. The casino has also ignored me requesting details of the bank they are sending the money from, account number and country so I can clear this with Lloyds. Like other players online, the casino is attempting to put me in a position where I request the full money, it is VERY LIKELY not received and I am left to chase my bank with no help, with the reality being very likely the money has not been sent.

*I will just add, prior to this response CRYPTO was still showing as a method I was able to deposit with....

There is nothing in the terms to say a player must request ALL their balance when they make a withdrawal. So this is all VERY VERY suspect and again is just serving to stall this whole process being resolved.

Dear sageirsword,

You have already received the instructions on how to withdraw your funds. We were able to advocate on your behalf and secure the verification of your account, despite the casino’s initial refusal. Unfortunately, at this stage, there is no further assistance I can provide. You will need to either proceed with the withdrawal using the payment method offered by the casino or seek support elsewhere. I’m truly sorry that I cannot help you further.

To be completely transparent, since you have filed a formal complaint with AOFA, there is a slight possibility that the regulator may decide in the casino’s favor. Should that happen, the casino could be entitled to permanently close your account and retain your funds, and in that case, we would no longer be able to assist you.

The decision is ultimately yours, and I kindly ask you to let me know how you wish to proceed.

Thank you for your understanding.

You literally have complaints on your site dealing with the issue I am assuming is now going to happen - https://casino.guru/complaints/mrwest-casino-player-s-deposit-has-been-delayed

There are countless more on Trustpilot also with players stating the same thing.

Again, I HAD withdrawn my funds. €200. I never used bank to deposit and play, therefore I requested a smaller withdrawal to ensure the funds are received. This is the most logical course of action. Both you and mr West have ignored the fact the casino is asking me to breach AML and withdraw to a method that differs from the one I used to deposit with. You literally have allowed them to breach guidelines their license provide sets out.

Also, the maximum withdrawal amount is €2000. I have €2200 in the account, meaning I will have to withdraw in 2 amounts at some stage. So it makes no sense as to why the casino would not just accept the €200 first? See the attached screenshot.

At no point have you asked the casino to explain why they have forcing me to withdraw the full amount, why they have refused to process the €200, even after members of CG on other areas of this forum have suggested how strange it is.

The AOFA complaint was in regards to not verifying my documents, nothing to do with the withdrawal of the funds, that complaint has been closed as the account has been verified. So again, what you are saying is irrelevant.

I have requested a withdrawal of the maximum amount I can. €2000, there is still €200 being left in the account. I assume I will not receive the €2000 and this will continue and continue.

Dear sageirsword,

I have been in contact with the casino’s representative, and they confirmed that they have been successfully transferring funds to the same bank account you are using in the past. Based on this confirmation, I consider their approach acceptable, and at this point, I’m not sure what further assistance I could provide to change the situation.

Regarding your concerns about AML, please note that it is the casino’s responsibility to comply with the standards set by its regulator. They are therefore not requiring you to act in breach of AML rules. To clarify further, AOFA does not explicitly require casinos to process withdrawals strictly via the same payment method used for deposits.

As for why the casino prefers splitting the payout in the way they have suggested, I cannot say with certainty. This may relate to their internal business practices, which are not always transparent to us. What I can confirm, however, is that the casino has assured us they are willing to pay your full balance under the stated conditions.

I understand this may not be the most straightforward solution, but based on the information available, this is the most reliable way forward.

Thank you for your understanding.

' I have been in contact with the casino’s representative, and they confirmed that they have been successfully transferring funds to the same bank account you are using in the past ' Have you got me confused with someone else? We have been over this. I HAVE NEVER USED BANK ACCOUNT AT MR WEST. I have only ever deposited with Crypto.

' To clarify further, AOFA does not explicitly require casinos to process withdrawals strictly via the same payment method used for deposit' You are fundamentally wrong here. The FATF would govern this and they would also be accountable to the FCA and HMRC if they are sending payments to a UK bank. AML regulations are governed by law, not only a non responsive shell regulator.

'What I can confirm, however, is that the casino has assured us they are willing to pay your full balance under the stated conditions.' Again, the stated conditions were to withdraw the FULL BALANCE. As my previous post showed the max I could withdraw was €2000, leaving €200 left. Meaning, 1, the casinos stated conditions were not based in reality, 2, I will always have to withdraw the remaining €200. MEANING, when I attempted to withdraw it intially to ensure there were no issues receiving the money, the most LOGICAL AND PLAYER FRIENDLY thing to do, would have been to process the withdrawal (FOR THE EXTENSIVE REASONS I OUTLINED BEFORE). That was not done and the withdrawal for the €200 I made was left pending for 5 days and then cancelled.

THe €2000, I reluctantly withdrew 7 days ago, has not been processed.

Dear sageirsword,

Please allow me to address your concerns once again:

• Sorry for the earlier misunderstanding - by "the same bank account," I meant an account held at the same bank (Lloyds Bank). The casino representative explicitly confirmed that withdrawals had previously been processed to this bank without any issues.

• You raise a valid point - AML obligations do ultimately derive from law (and international standards such as FATF), not just AOFA. My point was simply that AOFA does not itself mandate strict "same method" withdrawal processing. However, I acknowledge that in practice, casinos and their payment processors must also consider the requirements of the jurisdictions in which funds are received - for example, the UK’s FCA and HMRC obligations when withdrawals go to UK accounts. That said, please note that we at Casino Guru are not lawyers and cannot provide definitive guidance on the application of international regulatory or legal frameworks. Our role is limited to assessing casinos’ practices against their licensing requirements and our internal fair-play standards, so we are unfortunately not in a position to address concerns relating to FATF, FCA, or HMRC obligations in detail.

• These conditions still apply - As mentioned earlier, the casino representative has stated that you will receive the full amount, with the maximum possible batch to be processed first, followed by the remainder of your balance. This may relate to their internal business practices, which are not always transparent to us.

Thank you for your understanding.

Dear MrWest Casino,

Could you kindly review the player’s current withdrawal request submitted on September 10 and advise why it has not yet been processed?

Thank you.

Hello Kubo,

The player's withdrawal request, placed on 10/09/2025, has already been processed and paid on 22/09/2025.

Warm regards,

Eva Stone

Head of Customer Experience

MrWest Casino

The withdrawal was processed after 12 days. Appalling. But received (Thank goodness)

There is still 200 pending.

I wonder how many players they have done this to since they left MGA, kind of rebranded and continued the same behaviour. Its shocking.

Dear sageirsword,

Thank you for the update - I’m glad to hear that your withdrawal has been successfully completed. Please go ahead and submit a new withdrawal request for the remaining balance, and kindly let me know once it has been processed.

Thank you for your cooperation.

Hello Kubo,

The player has withdrawn the whole amount.

The second request for EUR 200 was placed on 23/09/2025 and paid on 30/09/2025.

Warm regards,

Eva Stone

Head of Customer Experience

MrWest Casino

Dear MrWest Casino,

Thank you for an update.

Dear sageirsword,

Could you please confirm whether you have received the full amount?

Thank you.

Dear sageirsword,

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.

Yes. After 7 months of hell it has finally been received.

Thank you CG for all you have done. But you SHOULD not have this casino or it's group on your site. You know what they did to get chucked out of Malta and you know 9 out of 10 people would have given up in this situation and/or spaffed the money away. Having them on your site with such a good rating with no warnings on their behaviour or history is deplorable.

Dear sageirsword,

I’m really glad to hear that your funds have finally been received and that we were able to assist you in resolving this issue.

Regarding your concerns about the casino’s position on our platform and its safety index, I completely understand your point of view. However, it’s important to note that our evaluation of casinos is based on a wide range of factors - including the fairness of their Terms and Conditions, the efficiency of their financial transactions, their commitment to responsible gambling, their approach to player complaints, and their overall pro-player attitude.

While players’ experiences are certainly valuable, they can often be subjective. Therefore, we focus primarily on the casino’s operational practices - not just what’s written on their website or shared in reviews.

In your particular case, the casino initially decided that your submitted documents did not meet the verification requirements. As you may recall, the complaint was first closed as unresolved because the casino repeatedly rejected your KYC attempts. I fully understood your concerns and continued to advocate for your case. What’s most important is that the casino ultimately reconsidered its decision, completed your verification, and released your funds.

Although you may still feel the process was unfair, it’s worth emphasizing that not every casino would revisit such a decision and allow a withdrawal after the initial rejection. For that reason, I believe the casino’s current position on our platform remains justified and fairly earned.

Thank you for your cooperation! If you encounter any further issues with this or any other casino in the future, please don’t hesitate to reach out to our Complaint Resolution Center. We’re here to assist you!

While we don’t charge fees or accept tips, your feedback is incredibly important to us. We would greatly appreciate it if you could take a moment to share your thoughts on Trustpilot (link here). An honest review, along with any suggestions for improving our complaint resolution and mediation process, would be extremely valuable. Your insights can help others who may be facing similar issues.

Thank you in advance for your support in helping us enhance our services!

Best regards,

Kubo