WestCasino - Player’s verification process is delayed.

Hello, I've been trying to verify my passport at West Casino for 2 weeks, I've now sent 3 different passport photos and none of them are accepted. Every detail on the main information picture can be clearly seen. I have asked the casino several times to describe to me in detail what is unrecognizable so that I can fix it, but I only get a general answer that the photo is unreadable. I submitted one of the passport photos to immigration in order to get a visa to apply without any problems, now the casino comes and says they can't verify it, what a nonsense.

what do such casinos expect? that we buy a high-resolution camera in the store?

As if an iPhone 15 wasn't good enough to take good and readable photos. Every new phone comes with a well-equipped camera and as I said, everything is really easy to read. It's unbelievable that there are still casinos like the West Casino that make verification difficult and complicated.

Happy to forward exactly the same pictures to you that you can see that everything which is important you can clearly read on the passport.

Thanks in advance.

Have a good day,

Behram

Hello princ3polo91,

Thank you very much for submitting your complaint and I'm really sorry to hear about your issue with WestCasino. Please allow me to ask you a few more question before we would move forward.

Could you please advise since when exactly is the whole verification process ongoing? Which documents have been already approved and which ones not or is it the passport only? When was the last time you spoke to the casino and what was it about? Did they specify how exactly should you change it for them to accept it?

Looking forward to your answer.

Regards,

Nick

Hello princ3polo91 & Nick,

Greetings from WestCasino!

I reviewed your case with the Finance team and all the 3 photos of your passport received are blurry and of low resolution.

Please keep in mind that if you send photos from your iPhone they may be automatically resized by the software and therefore sent with a very low resolution.

You can either disable this option by sending the photo with the original size or simply upload it directly on your casino account by going to My Account - Identity Verification. The uploaded file should keep it's original size.

All the best,

Eduard

Hello everyone, I can forward the photos to you, no problem for me.

Happy to take another photo, but to be honest I don't see any reason why it would be accepted now.

Please let me know where to forward the pictures.

Thanks to you both anyways.

Cheers

Hello princ3polo91 & Nick,

Thank you for your reply!

The best way is to upload it directly on your casino account by going to My Account - Identity Verification.

All the best,

Eduard

Hi, just uploaded a new passport picture.

Let's see. Did my very best, if it's still not good enough, I would forward the documents to you Nick.

Have a good day.

Hello princ3polo91,

I would recommend to give the casino a little time to review the documents. Please let me know in case of any update regarding the verification.

Hello princ3polo91 & Nick,

Thank you for your reply!

The uploaded was good and your account passed the verification.

All the best,

Eduard

Hi, great news, I requested the withdrawal.

Hello princ3polo91 & Nick,

Thank you for your reply!

I see that our Finance team already processed the payment on 28/06/2024 14:35:42 (GMT Time).

All the best,

Eduard

Hi, i can confirm that i have successfully received the winnings from the West casino.

Thanks to you both and all the best.

Behram

Dear princ3polo91,

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 for your cooperation, and please do not hesitate to contact our Complaint Resolution Center if you run into any issues with this or any other casino in the future. We are here to help.

Best regards,

Casino.Guru