MrWest Casino - Pelaajan kotiutus viivästyy asiakirjaongelmien vuoksi.

Hello, I've been regularly submitting all the required verification documents to MrWest Casino for over four weeks now, both via email and through the website's online form. Every time I try to upload my ID card or passport, I get an unknown error message. So, I've contacted support multiple times (six times) via email and sent all the documents again. Each time, however, I'm told that my ID card or passport is supposedly damaged. This is complete nonsense.

The fact is that I have now been waiting for my €250 winnings for over four weeks and no progress has been made.

Hallo, ich hab bei dem Casino MrWest seit mittlerweile über vier Wochen regelmäßig alle gewünschten Verifizierung Dateien eingereicht. Sowohl per Mail als auch über die Funktion der Internetseite. Jedes Mal, wenn ich versuche, meine Personalausweis oder Reisepass hochzuladen, wird ein unbekannter Fehler angezeigt. Also habe ich mich und das kann ich natürlich auch nachweisen. Mehrfach (sechs mal) per E-Mail an den Support gewandt und auch dort noch mal alle Dateien hin gesandt. Jedes Mal bekomme ich allerdings die Aussage, dass mein Personalausweis oder Reisepass angeblich beschädigt sei. Dies ist aber vollkommener Schwachsinn.

Fakt ist, dass ich jetzt seit über vier Wochen auf meinen Gewinn von 250 € warten muss und keinerlei Fortschritt geschieht.

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.

Hello,

Thank you very much for submitting this complaint. I'm sorry to hear about the problem you're experiencing. Please allow me to ask you a few questions to clarify your situation.

• Has the casino explained in more detail in any of their communications why your photographs do not meet their verification criteria?
• Have you tried submitting any other form of identification apart from your passport?
• Have you submitted your Revolut card confirmation to the casino for verification as well? If so, has this document been approved?
• Are there any other documents that are still pending verification?

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

Veronika

Hello Christopher and Veronika,

Thank you for your message. I’m sorry to hear that you’ve encountered difficulties during the verification process, and I appreciate your patience while this matter was reviewed.

After carefully checking your account and the documents submitted, I can confirm that the photos of the national ID card currently on file cannot be accepted. The document appears to show significant physical deterioration, which prevents it from meeting the verification requirements. Documents that are heavily worn, damaged, or where key details may be compromised are considered invalid for security and compliance purposes.

To proceed with the verification of your account, you will need to request a replacement national ID from the appropriate issuing authority. Once you have received the new, undamaged document, please upload clear photos of the updated ID through the verification section of your account so that our team can review and complete the process.

If you have any questions or require guidance during this process, please feel free to reach out and we will be happy to assist.

Kind regards,

Eva Stone

Head of Customer Experience

Dear Chros127,

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 Christopher and Veronika,

Thank you for contacting us.

After carefully reviewing the documents submitted, we regret to inform you that the national ID card currently on file cannot be accepted. The document shows significant physical wear and deterioration, which prevents us from verifying the required details. For security and compliance reasons, we are only able to accept documents that are clear, intact, and fully legible.

Regarding the passport, we also encountered issues during verification. The area containing the date of birth appears to be damaged, and several key details are not clearly visible or in focus. Additionally, as this is an older document, it does not meet our current verification standards.

To proceed, we kindly ask that you provide a valid, undamaged government-issued document where all information is clearly visible.

If you need any assistance with the resubmission process, please do not hesitate to reach out. We are here to help.

Kind regards,

Eva Stone

Head of Customer Experience

Hey everyone, I need your support!

because no further updates will be released.

Hey ihr Lieben, bitte um Unterstützung,

da kein Update mehr erscheint.

It's so ridiculous.

every time I go to the heading

"Proof of identity"

When I try to upload my ID, an error message appears; see image; it's been like this from the beginning.

seltsamerwrise, I can successfully upload files under all other categories….

further evidence…

Es ist so lächerlich.

jedes Mal wenn ich unter der Rubrik

„Identitätsnachweis"

meinen Ausweis hochladen möchte, erscheint eine Fehlermeldung. ;siehe Bild; das geht seit Anfang an so.

seltsamerwrise kann ich unter allen anderen Rubriken erfolgreich Dateien hochladen….

weiterer Indiz…

Hello Chros127,

We would like to update you that due to Veronika, your designated resolver, being on vacation, we have opted to extend the timeline by an additional 7 days. Since Veronika has an in-depth understanding of your situation and maintains direct communication with the casino, we find this extension justified. Your patience is sincerely appreciated, and I assure you that Veronika will contact you at the earliest opportunity.

Thank you for your understanding and ongoing patience.

Best regards, Casino Guru

Dear Chros127;

I would like to inform you that I will be taking over this complaint, as Veronika is currently unavailable due to health reasons.

I will review the case and get back to you shortly. If there have been any updates since your last message, please let me know in the meantime here in the thread or via email at karla.m@casino.guru

Thank you for your understanding.

Best regards,

Karla

Casino.Guru 

Dear Chros127,

thank you for your detailed explanation and for providing all the information so far.

To help me better understand your situation and move forward with your case, I would like to kindly ask you for a bit more clarification:

Could you please confirm whether you have already applied for a new (replacement) ID document as requested by the casino, or if you are planning to do so?

Additionally, have you tried submitting your documents using a different device or browser to rule out possible technical issues with the upload error you mentioned?

These details will help us assess the situation more accurately.

Thank you very much in advance for your cooperation.

Best regards,

Karla

Dear Karla,

Thank you very much for taking on my request.

To answer your questions directly:

No, I have neither applied for nor intended to apply for a new ID card, as my document is demonstrably and obviously fully intact.

Of course, I also tested other technical devices for uploading, - same hopeless result.

Liebe Karla,

vielen Dank für die Übernahme meines Anliegens.

um direkt auf deine Fragen einzugehen:

Nein, einen neuen Ausweis habe ich weder beantragt, noch beabsichtigt, da mein Dokument vollumfänglich intakt ist, nachweislich und offensichtlich.

selbstverständlich habe ich auch andere technische Geräte zum Upload getestet, -selbe hoffnungslose Ergebnis.

Dear Chros127,

Thank you for your reply.

Could you please let me know if you have any other form of identification that you could provide to the casino (for example, a driver’s license or a different ID document)?

This could help move the verification process forward.

Thank you in advance for your cooperation.

Karla

Dear Karla,

No, unfortunately not.

The passport is an officially recognized identification document.

And obviously free of damage or anything like that which could supposedly render it ineffective, right?

Liebe Karla,

nein leider nicht.

der Reisepass ist ein offiziell anerkanntes Ausweis-Dokument.

Und offensichtlich frei von Beschädigungen oder dergleichen, welchen ihn vermeintlich unwirksam machen könnte, oder?

I've been waiting for my payout for months now. And I'm not expecting anything I'm not entitled to, am I?

Ich warte nun mehr seit Monaten auf meine Auszahlung. Und ich erwarte ja nichts, was mir nicht zustünde, oder?

Dear Chros127,

Thank you for your cooperation and for providing all the necessary information. I truly appreciate the time and effort you’ve taken to share everything with us so far.

Your complaint will now move to the next stage of our process and be handled by your dedicated Resolver, Martina, (martina.b@casino.guru). This is a standard step in our procedure, as the Resolver will take over communication with the casino directly and manage your case from this point onward.

No action is required from you right now. Your Resolver will reach out through this thread if any additional details are needed. You can rest assured that your case is in very capable hands.

I wish you the best of luck and hope your case will be resolved to your satisfaction soon.

Kind regards,

Karla Mayfly

Dear Chros127,

My name is Martina and from now on, I will assist you with resolving your complaint. I am sorry for the situation you found yourself in. 

Dear Mr. West Casino Team, could you please reconsider the acceptance of the player’s ID? Alternatively, if there are any other documents that the player could provide for verification purposes, I would greatly appreciate your guidance on this matter.

Thank you in advance for your assistance.

I'm curious why the passport isn't accepted, even though it's a valid form of identification in Germany and throughout Europe.

Admittedly, there was a little bit of dirt on the passport during the first upload.

After wiping with a microfiber cloth, everything is clearly visible, without any limitations.

Meanwhile, I have been waiting for over 3 months for my winnings to be paid out.

Mich würde halt interessieren, wieso der Reisepass nicht akzeptiert wird. Trotz des es in Deutschland, als auch Europa als offizielles Ausweisdokument zählt.

zugegegen, beim ersten Upload befand sich etwas etwas Schmutz auf dem Pass.

Nach dem abwischen mittels eines Microfasertuches ist alles säuberlich zu erkennen, vollkommen ohne Einschränkungen.

mietweile warte ich seit über 3 Monaten auf die Auszahlung meines Gewinnes.

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.

Hello Christopher and Veronika,

Thank you for reaching out.

Our team has also reviewed and rejected the submitted passport photos. The images show visible damage in the date of issue section, and most of them are low resolution and not clear enough to meet the verification requirements.

To proceed, the player may either submit high-resolution photos of the passport taken in good daylight, ensuring all details are sharp and clearly visible, or provide images of a new, undamaged national ID card (both front and back).

Kind regards,

Eva Stone

Head of Customer Experience

Dear MrWest Casino Team,

Thank you for sharing your feedback.

We have discussed the matter internally, and from our perspective, the quality of the submitted photos appears sufficient, as all numbers and letters are clearly visible and identifiable.

That said, I also understand your requirements, and I would not want to discourage the player from providing improved documentation.

Dear Chros127,

If possible, please try to submit the photos again with higher quality and resolution. Hopefully, this will meet the casino’s requirements and allow the verification to be completed.

Thank you both for your cooperation.

Dear Martina,

As is clearly evident, the casino is acting deliberately. It repeatedly delays payouts with alleged problems, inventing reasons not to transfer winnings and even blatantly lying in its statements and explanations. This is demonstrably true; see the history.

Be that as it may, to demonstrate further willingness to cooperate, here are the pictures of my passport that I just took again (now the 18th picture).

Shot in daylight, at a resolution of 12MP

12MP = High quality (300 dpi – e.g. photo book, close-up of frames)

→ approx. 33 × 25 cm

(very sharp, no visible pixels)

Liebe Martina,

wie offensichtlich erkenntlich handelt das Casino vorsätzlich. Hält Auszahlungen mit vermeintlichen Problemen auf. Immer und immer wieder. Erfindet Gründe um den Gewinn nicht zu überweisen. Lügt sogar ganz offensichtlich in den Aussagen, Begründungen. Nachweislich, siehe Verlauf.

Wie dem auch sei, um weitere Kooperationsbereitschaft zu zeigen, die so eben nochmalig (mittlerweile die 18. Bilder) erstellten Bilder meines Passes.

aifgenommen bei Tageslicht, in einer Auflösung von 12MP

12MP = Hohe Qualität (300 dpi – z. B. Fotobuch, Rahmen aus der Nähe)

→ ca. 33 × 25 cm

(sehr scharf, keine sichtbaren Pixel)

Dear Chros127,

Thank you very much.

Dear MrWest Casino Team,

Could you please review the submitted photos once again and let us know if they are sufficient from your perspective?

As mentioned earlier, I personally consider the quality to be sufficient, as all relevant details appear clearly visible.

Thank you very much in advance for your cooperation.

Hello Christopher and Veronika,

Thank you for the updated photos provided.

While the image quality has improved, the submitted photos still do not display the entire document in full. In order to proceed with the verification process, we require clear photos showing the complete document, with all edges fully visible and all information unobstructed.

Please kindly ask the player to retake the photos using the same setup and upload the new images directly through the Identity Verification section of their casino account. This will help avoid further delays and allow for faster processing of the verification request.

Kind regards,

Eva Stone

Head of Customer Experience

Dear Chros127,

Could you please send the photos again, ensuring that the entire passport is visible in the picture?

Thank you very much in advance for your cooperation.

Full ID

highest resolution…….

Voller Ausweis

höchste Auflösung…….

Dear MrWest Casino Team,

We would appreciate it if you could kindly confirm whether the ID submitted is sufficient to complete the Chros127´s verification process.

Please let us know at your earliest convenience.

Hello Christopher and Veronika,

Thank you for your update.

Please be advised that, in order for our Compliance Team to proceed with the review of the submitted document, the player must upload the original image file captured directly from their device via the Identity Verification section under "My Account."

At this stage, the required original image has not yet been uploaded by the player.

Kind regards,

Eva Stone

Head of Customer Experience

Dear Chros127,

Can you please up upload it and let me know, once you do? Thank you very much in advance

Hello,

Everything uploaded.

Provenly high quality (12MP)

Hallo,

alles hochgeladen.

nachweislich in höchster Qualität (12MP)

Dear MrWest Casino Team,

We would appreciate it if you could kindly confirm whether the documents submitted are sufficient to complete the Chros127´s verification process.

Please let us know at your earliest convenience.

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.

Hello Christopher and Veronika,

I can see that the photo the player submitted on May 21st, 2026 has been approved in the same day.

Kind regards,

Eva Stone

Head of Customer Experience

and yet the payout remains unchanged.

und trotzdem ist die Auszahlung noch immer unverändert.

Dear MrWest Casino Team,

does it mean that the player is verified?

Can you please check the status of his withdrawal requests?

Dear Christopher and Martina,

I can confirm that the player's account has been successfully verified.

In addition, after reviewing the account activity, I can confirm that the withdrawal request was processed and paid from our end on 2 June 2026.

Should you require any further information or assistance, please do not hesitate to contact us.

Kind regards,

Eva Stone

Head of Customer Experience

Thank you MrWest Casino Team, do the good news!

Dear Chros127

At this point the payment should have already reached you.

I will keep this complaint opened until your confirmation regarding successful withdrawal.

You can also use the Resolve button to automatically mark this complaint as resolved. Thank you.

Dear Chros127,

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.

We regret to inform you that, due to the lack of response from the player to our messages, inquiries, and reminder, we are unable to proceed with further investigation or provide potential solutions at this time. As a result, we must close this complaint for the moment.
However, please note that the player retains the option to reopen this complaint at any time in the future should they choose to resume communication. We remain open and ready to assist in resolving the matter should the player decide to reach out again.

Thank you for your understanding.

Best regards,
Martina
Casino.Guru