WestCasino - Player’s verification has been delayed.

The casino has not accepted my documents and has delayed their verification for over a month. They claim that the documents are not acceptable, even though they meet all the criteria.

Dear JoelM2002,

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 and it might take a few working days to complete this thorough process.

• Do I understand correctly only your proof of address wasn't accepted?
• Could you please advise which kind of document you provided?
• Were you in contact with casino support regarding the issue?
• Could you please share your communication with the casino? Send emails or chat transcripts to my email at tomas@casino.guru, or post screenshots here

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,

Tomas

Hello JoelM2002 & Tomas,

Greetings from WestCasino!

I have reviewed your account and you uploaded the following photos for proof of address, which were all rejected:

• On 19/06/2024, you uploaded a screenshot of a insurance bill shown on your phone. This type of document is not in the list of accepted documents and we don't accept photos of a document displayed on a screen of a device - only photos of actual documents or the original pdf file issued to you;
• On 28/06/2024, you uploaded a pdf file of a bank statement - rejected as it doesn't show your residential address;
• On 05/07/2025, you uploaded the same pdf bank statement which was previously rejected on 28/06/2024 - so this was again rejected.

Each time a document was rejected you were informed both by email and within the notification on the Identity Verification page of the requirements for the Proof of Address verification.

To complete the proof of address verification you are required to upload one of the following documents:

• a gas or electricity bill, issued under your name - showing your full residential address and a clear date of issue, from the last 3 months;
• a bank statement, issued under your name - showing your full residential address and a clear date of issue, from the last 3 months. Bank statements are only accepted from regular banks in your country of residence - not issued by digital banks or electronic money services.

Please keep in mind that only the documents mentioned above are acceptable and you are required to submit either a photo taken of an actual document (photocopies and/or photos of a document displayed on a screen of a device will not be accepted) or the original pdf file issued to you.

For reference the full requirements and accepted documents are listed on the Identity Verification page under My Account.

All the best,

Eduard

Hello, I sent a statement that clearly shows the necessary information, I can send a screenshot from the chat with the exact address and other necessary information. Westcasino's employees have apparently not looked at the document carefully enough, because the necessary information can be seen in the file as long as you manage to scroll down a bit.

Here is some chat proof.

The bankstatement had all the correct and needed information, i send the pdf for them, which they rejected.

Chat agent said this one should be perfect, i will be expecting them to finally accept my files within the 1-3 day time window, which they have gone way over multiple times.

Hello JoelM2002 & Tomas,

Thank you for your reply!

I don't see any new files uploaded to your account. Kindly note that the 1-3 business days timeframe applies to documents which you upload directly on the Identity Verification page, found under My Account.

We don't recommend sending these documents in chat, as the processing time will be longer in this case.

All the best,

Eduard

Your agent at the Casino asked me to send the files in the chat and said that he will contact me via email when the documents have been checked. So why does one casino representative say otherwise? You are very contradictory when one agent asks to send the documents to the chat and the other asks for another.

Hello JoelM2002 & Tomas,

Thank you for your reply!

The verification process is done by a different team and all the information regarding this, including what else you need to send, can be found on the verification page.

Documents can be simply uploaded there.

I see that the Finance team sent you another email yesterday and rejected the document uploaded as it is not issued in the last 3 months.

All the best,

Eduard

Thanks to both parties for your replies.

Dear JoelM2002,

Have you managed to upload the documents that were within the casino's requirements? Were your documents approved yet?

Please let me know about the result.

Hi, I will check and upload the new files soon if the previous one is not accepted.

Hello JoelM2002 & Tomas,

Thank you for your reply!

I see that you uploaded a new file yesterday, however as far as I see this isn't one of the document types accepted for this verification.

Please keep in mind that only the documents mentioned below are accepted:

• a gas or electricity bill, issued under your name - showing your full residential address and a clear date of issue, from the last 3 months;
• a bank statement, issued under your name - showing your full residential address and a clear date of issue, from the last 3 months. Bank statements are only accepted from regular banks in your country of residence - not issued by digital banks or electronic money services.

All the best,

Eduard

Hi, the account statement doesn't contain the information you need, so I found a document from another bank, which I added to westcasino's documents, which address will be revealed. I don't have an electricity bill in my own name, so there isn't one. thank you for your understanding

Hello JoelM2002 & Tomas,

Thank you for your reply!

I checked your account and there is no new bank statement uploaded by you.

I see that you uploaded twice a photo of a bill for medical services. This type of document isn't accepted for Proof of Address.

You need to make sure to provide one of the documents I mentioned in my previous reply.

All banks will allow you to print out a statement showing your residential address. You either need to check for the option in your internet banking application or simply contact them and ask for one.

All the best,

Eduard

Hi, the new document I have uploaded is not from the care service bill. Could you look again and be more specific.

Hello JoelM2002 & Tomas,

Thank you for your reply!

I checked again and other than the medical bill, you didn't upload any bank statement.

Yesterday you uploaded a pdf agreement for your bank account, which is dated 03.03.2024, so it is too old to be accepted for Proof of Address.

All the best,

Eduard

thanks for the updates.

JoelM2002, is it possible for you to request the necessary information from your bank? Please let me know about any progress.

Hello, I have now added an official residence certificate that is not 3 months old. This should work. thank you

Hello JoelM2002 & Tomas,

Thank you for your reply!

The new uploaded document was perfect and your account has passed the verification.

Let me know if you need any further assistance.

All the best,

Eduard

Thank you. I don't need help anymore if my money arrives in my account.

Thanks both parties for the reply.

Dear JoelM2002, Thank you very much for the update regarding the issue. We will keep this complaint open until you confirm your withdrawal has been successful. Please keep me informed about any further developments.

I'll let you know right away if the money doesn't show up, it's been processing for 3 days now, hopefully my money will come soon.

The money still hasn't arrived, I'd like to know what the problem is now and why the money still doesn't appear?

Dear WestCasino,

provided the payment was released at or after 26/7/2024

are there any obstacles regarding the payment you are aware of?

What is the expected delay for JoelM2002's withdrawal method?

Hello JoelM2002 & Tomas,

Thank you for your reply!

The payment has been processed and paid on our end on July 30th.

It can take anywhere from a few hours to 7 business days for the funds to reflect on the player's bank account, after it is processed on our end.

All the best,

Eduard

Hey, I finally got my money. thank you for your cooperation

Dear JoelM2002,

I'm glad to hear that your issue has been resolved successfully. I will now mark the complaint as 'resolved' in our system. 

Thank you and WestCasino for your cooperation.

Please do not hesitate to contact our Complaint Resolution Center if you run into issues with any online casino in the future. We are here to help.

Best regards,

Tomas

Casino.Guru