MrWest Casino - Player’s withdrawal is delayed due to verification issues.

Mr. West casino is asking for additional verification document after providing the basic verification docs required by the casino including proof of identity , proof of payment, and proof of payment.

Now the problem is that i provided exactly what they wanted in terms of the additional verification docs they wanted on top of what i did. which was a picture of me holding the printed version of my proof of address, a picture of me holding the front of my Id, a picture of me holding the back of my ID. i submitted it multiple times in good readable quality and they keep claiming its "blurry" when its clearly not.

Dear danielschinasi84,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem.

Please understand that KYC is a very important and essential process, during which the casino makes sure that the money is sent to the rightful owner. As they don't have the luxury of being able to physically see all of the players and check their identification and documents, this is the only way gambling establishments are able to complete the verification procedures. None of the serious and licensed casinos take KYC lightly.

• Have you taken the selfies in good enough lighting conditions, with the information readable?
• Could you please share your exchange with the casino regarding the particularities of their requests?
• Share the information here as screenshots or send it to me at tomas@casino.guru

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,

Tomas

i have sent you an email with all of the screenshots and all of the documents and pictures the required from me

Dear Daniel & Tomas,

Hope you are both well!

From what I see the photos you sent have been rejected. Kindly note that if a photo is rejected you will need to take a new one, making sure that it meets the requirements stated on the platform - sending the same photos again will simply yield the same result.

Warm regards,

Eva Stone

Head of Customer Experience

MrWest Casino

dear Eva,

the problem is that you rejected it for no good reason, it is exactly what you requested. i even sent the pictures I've sent to Tomas to verify them since they are exactly what you asked for .

Thanks to both parties for your reply.

Dear danielschinasi84,

I reviewed the photos you sent, and there might be issues with your glasses distorting your face, and the lighting conditions might prevent the images from being sharp enough to be legible. If possible, try to submit new documents without glasses and in better lighting conditions, and let me know if they were accepted.

I apologize for the inconvenience.