WestCasino - Player’s struggling to complete account verification.

When i signed up to play at West Casino they offered cryptocurrency. I deposited and withdrew with this method only.

They have since removed cryptocurrency. I have therefore opted to withdraw my balance. However they only offer ecopayz and skrill for withdrawal now. I do not have these methods as closed my accounts with them around 7 months ago due to a dispute.

I currnetly have no way of withdrawing my money as the chat agents do not help and are very very bad (see attached). Finance have ignored my requests for crypto or bank transfer manual withdrawal.

I would therefore appreciate caisnoguru mediating before i raise to the license provider or court as you helped with my last complaint.

Thanks

Dear denielhorvat,

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

Please understand, that the variety and accessibility of payment methods are not managed by the casino exclusively. Several factors as the Licensing Authority, geolocation, contracts with the payment providers, and bank restrictions, all have a major influence. If a payment method was available for deposits, it doesn’t mean necessary, that it will be offered for withdrawals too.

If you’ve been advised by the casino to use an alternative payment method to withdraw your winnings, I would strongly recommend following their instructions. Unfortunately, casinos are sometimes powerless and limited in offering payment methods to their customers.

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

Best regards,

Petronela

This can be closed or placed on pause as I’m engaging with the casino on this about a separated KYC issue

Based on the player's explicit request, we have closed this complaint. If at any point you decide to reopen this matter, please feel free to inform us. Nonetheless, we hope that the issue gets resolved through your ongoing communication with the casino. Best of luck in resolving it.

We’ve reopened this complaint as per the player’s request. We would like to give this case one more chance to get resolved and help both involved parties to reach a satisfactory conclusion.

Player's additional comments:

My Account was verified at West a few months ago after I found my ID card (email proof provided).

When I tried to do a withdraw a few months later I noticed the crypto option was gone (I had used this to deposit). When I requested bank transfer to be added they told me no. I sent an email complaint.

A few hours after sending the complaint I received an email asking for all my documents noterised by public notary office (javni bilježnik).

I did all this last week and send it to them. They keep sending me emails saying they still need them noterised with the Apostille, which I have included with a certificate of authenticity.

Please can Casinoguru help mediate.

Thank you, denielhorvat, for getting back to us. Instead of opening a new complaint, we will reopen this one as it is related to the same issue. Please forward any relevant communication to petronela.k@casino.guru.

Thank you very much, denielhorvat, for providing all the necessary information. I will now transfer your complaint to my colleague Natalia (natalia.b@casino.guru) who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction in the near future.  

Hi denielhorvat,

I've just reviewed your case and am sorry to hear about your struggles with withdrawals. I will try to help you by contacting the casino. We'll see what can be done when they reply.

Dear WestCasino, I'd like to invite you to join this conversation and participate in the resolution of the player's complaint. Could you please share more information regarding the case? Have you received all the requested documnets from the player? Would you please specify if it is possible to enable the player to withdraw via a bank transfer?

I'm looking forward to hearing from you. If you have any supporting evidence, please feel free to send it to my email natalia.b@casino.guru.

Kind regards,

Natalia

Hello Natalia,

Greetings from WestCasino!

I have checked and can see that our Finance team has requested the following documents from the player:

1. New photo of his national identity card - both sides. All four corners of the document should be visible and the player is required to send the original photo taken by his smartphone/camera, containing the complete EXIF Metadata from the device, without it being resized, edited or changed in any way in a different application.

2. New photo of the proof of address previously submitted for verification - All four corners of the document should be visible and the player is required to send the original photo taken by his smartphone/camera, containing the complete EXIF Metadata from the device, without it being resized, edited or changed in any way in a different application.

3. Certified copies of the documents mentioned above (point 1 & 2) issued by a public notary, clearly mentioning that they are attesting that they are true copy of the primary original document.

These documents need to contain all the security features and seals that such a document is required to have.

Additionally we require the full contact information of the public notary office where these copies were made (name of public notary, full office address and phone number).

The player needs to provide photos of both sides of each page of these certified copies. All four corners of the document should be visible and the player is required to send the original photo taken by his smartphone/camera, containing the complete EXIF Metadata from the device, without it being resized, edited or changed in any way in a different application.

So far this haven't been received by our Finance team.

All the best,

Eduard

Casinoguru can see everything I provided (noterised) with a certificate from the notary, with all contact information, however due to GDPR nothing can be discussed between the notarary and the casino.

I have paid once to have this process done and the casino has simply sent the above, ignoring everything from the notary.

I am not getting it done again.

I have requested my account balance to be returned and account closed.

The casino is rogue and breaching EU consumer law, I have now also called on a solicitor to contact the casino.

Deniel

Hello Deniel,

Thank you for your response.

In order to complete the verification process for your account you need to send all the photos mentioned in my previous reply, making sure they meet all the requirements listed there.

Please send these as soon as possible to avoid further delays in the process.

All the best,

Eduard

Dear denielhorvat, have you tried to send all the documents again with new photos of your ID card and utility bill together with the contact details of your notary after the casino replied to you here?

Dear denielhorvat,

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.

Unfortunately, the player has not responded to our messages and questions. Consequently, we are unable to investigate further and have no choice but to reject this complaint.

The player can reopen this complaint at any time.