MrWest Casino - Povlačenje igrača je odloženo.

I won 2000 and they have had my withdrawal pending for over 4 weeks now. Despite telling me that I have passed all the verification ect I just keep been told to "just simply wait for the payment team to process it"

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Dear emma211993, 

Thank you very much for submitting your complaint. I’m sorry to hear about your problem with MrWest Casino. Please allow me to ask you a few questions, so I can understand the whole situation completely.  

• Have you made any successful withdrawals before?  
• Could you please advise us on the current status of your withdrawal request? Is it marked as pending or processed in your casino account? If possible, please post a screenshot of your withdrawal history here in this thread. 
• Have you accumulated your winnings with or without an active bonus? 

I hope we will be able to help you to resolve this issue as soon as possible. Thank you very much in advance for your reply. 

Best regards, 

Katarina

Hello, thanks for your reply. No I've not actually had any successful withdrawals from the casino and the status of the withdrawal is still pending and has been for the last 4 weeks now. And no bonuses were involved i had deposited my own money. Please find attatched a screenshot of the pending withdrawal on my mr west account.

So today MrWest casino have cancelled my withdrawal after 5 weeks of waiting and been told all was fully verified. And there reasons for doing so was supposedly they have requested more documents that I hadn't responded to. Baring in mind I've been in contact with there live team every day to see if there's been any update or progress with my money. I'm at my wits end with the casino in general to be honest

So upon checking ive noticed that Mr west have requested said information but this was requested yesterday after they had cancelled my withdrawal request. They have now proceeded to ask me for a photo of me holding my driving licence and a photo of me holding my proof of address both items held next to my face

here i have uploaded a screenshot of said email. I don't understand at all. It took me 2 weeks to get my account verified and then a 5 week wait for my withdrawal to be cancelled and told I then have to send more items 😕 I was told numerous times that there was nothing else to be done i just had to simply wait for the payments processing team to get to it in the que 🙁

I have also uploaded asked for documents to Mr west casino but no doubt they will come back saying there is some form of issue with them

Dear emma211993,

thank you for your reply.

Are there any new updates, please?

Have the submitted documents been accepted, please?

Could you please forward all communications you have had with this casino to [email protected]. This includes emails, live chat transcripts, and any accompanying screenshots.

Kindly notify me here in the thread once the email has been sent.

Looking forward to your reply.

Katarina

Yes I had an email telling me that the 2 documents they requested 1 of me holding my driving licence next to my face and 1 of me holding my bank statement next to my face had been rejected. I don't understand why they are requesting more documents when my account was fully verified and I had been told this by Mr West customer care team themselves on multiple occasions. I have ADHD and its extremely overwhelming and tiring having to chase for my own money for this length of time

Is there any update on my complaint?

Ive also had an email from someone claiming to be from casino guru asking me to pay 500usd into there cryptp wallet in order for them to send me my money within 2 minutes

Dear emma211993

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, Karla ([email protected]). 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,

Katarina

Thank you very much for your reassuring reply 🙂 could you please tell me roughly how long I could be waiting for a resolution?

Hello emma211993,

My name is Karla and I will be assisting you with your case, I hope we can work together toward a clear and fair resolution.

To ensure full transparency, I would like to invite a representative from MrWest Casino into this conversation.

Dear MrWest Casino,

Could you provide additional details regarding this payment delay and clarify the current status of the transaction? We would also appreciate it if you could share any relevant evidence or documentation that may help us to resolve this case.

Thank you in advance for your cooperation.

Hello Emma and Katarina,

Thank you for your patience while I reviewed the account.

I can confirm that the funds are currently available in the player’s account balance. At this time, no withdrawal request has been submitted, and therefore there is no transaction for us to track or provide a status update on.

Please note that the account has not yet been verified. Verification must be completed before any withdrawal can be processed.

To finalize the verification, the player will need to provide the following:

- A selfie holding the front of her driver’s licence next to her face

- A selfie holding the back of her driver’s licence next to her face

- A selfie holding the Nationwide bank statement dated October 17, 2025, previously submitted as proof of address

Additionally, we kindly request that the player confirm her valid email address. We recently received an email update request that was flagged by our system for security reasons.

Thank you for your cooperation.

Warm regards,

Eva Stone

Head of Customer Experience

here is a screenshot of elliot one of the customer care team confirming in the chat with me that my account was fully verified and I simply had to wait for the finance team to get to it

Dear emma211993

Thank you very much for your update.

Since the casino has now requested additional verification documents again, I would kindly like to ask you for the following:

Please send me copies of all documents that you will be submitting to MrWest Casino from this point onward

(including the new selfies they requested with your ID and proof of address).

You can send the files directly to [email protected].

Once I receive them, I will review everything separately to make sure the documents are clear, complete, and meet standard verification requirements before the casino processes them.

This will help us avoid further delays and ensure that everything is in order on your side.

Thank you very much for your cooperation — I know this situation has already been very exhausting, and I truly appreciate your patience. I will continue to monitor your case closely until we reach a resolution.

Hello Karla, thanks for your reply. Yes that's fine by me, I have requested a new copy of said bank statement from my bank account as I had discarded of the copy I had previously supplied. So I should have the needed documents in about 5 days or so and will be uploading them to my MrWest Casino account and uploading them to here also. Thanks for the ongoing support in dealing with this.

Dear MrWest Casino Team,

As the player will be submitting the newly requested verification documents in the coming days, I would kindly ask you to inform me once these files have been successfully received on your side and the review process has officially begun.

A short confirmation at that stage will help ensure that no further delays occur and that both sides are aligned regarding the next steps.

Thank you very much for your cooperation — it is greatly appreciated.