WestCasino - Player's withdrawal delayed due to verification issues.

West Casino are rejecting all my Passport pictures, claiming they are not clear enough or they are edited. This is completely untrue. They are not edited. They have been sent from my canon to my comp and then uploaded.

No matter what I do I get the same copy and paste response back from this casino.

I only signed up to play here as you give them an 8.5 out of 10.

please can you help as my deposits are stuck.

Dear masonjones,

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.

• Would you be able to share a photo you recently submitted to the casino to me? My email is tomas@casino.guru
• Could you please share your communication with the casino? Send emails or chat transcripts to my email 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 masonjones & Tomas,

Greetings from WestCasino!

I have checked and to complete the verification process the player is required to send a clear, high resolution photo of his passport - making sure all details are in focus and clearly visible and that the file is the unedited photo taken with his smartphone/camera and contains the full exif information.

To date the player has sent multiple blurry photos which were all rejected.

All the best,

Eduard

Once again,

Please explain how this is in ANY WAY BLURRY -

Casinoguru, please look at this picture and tell me in what world this is blurry.

If this is rejected I am calling SCAM. I would request my account closed and withdrawal processed or we can get EU consumer court involved and let this be explained.

Thanks both parties for the reply.

Dear WestCasino,

please let us know about the result of the verification or of any steps that should be taken to resolve the issue.

Hello Tomas,

Thank you for your reply!

To complete the verification process the player is required to send a clear, high resolution photo of his passport - making sure all details are in focus and clearly visible and that the file is the unedited photo taken with his smartphone/camera and contains the full EXIF information.

This hasn't been received up to this point.

All the best,

Eduard

Dear masonjones,

Please let us know whether your further attempts to submit such documents were met with success.

I'll await your reply.

Nope.

Ive asked for the money refunded and account closed. They’ve ignored me.

You can see the quality of my docs and I emailed them to you.

Hello masonjones & Tomas,

Thank you for your reply!

The player hasn't sent the requested photo of the ID.

Until the verification is completed we won't be able to process any payment towards the player.

All the best,

Eduard

Under EU consumer law you are legally obliged to return my deposits.

I have provided copious pictures of completely clear ID pictures,

I am not providing anymore.

Caisnoguru can see the quality of ID pictures I have sent.

If my funds are not returned to my Skrill wallet I will begin legal action.

I provided x3 new photos yesterday.

Tomas I have emailed them to you also.

Thanks to both parties for your replies.

Dear WestCasino,

Could you please share a more detailed explanation as to why the documents aren't accepted?

Would a video verification, or a verification call be a valid way for masonjones to complete verification of his identity?

They’ve ignored my emails for 5 days. They said the pics were blurry, which you can see, they are not….

Hello masonjones & Tomas,

Thank you for your reply!

I have reviewed the new photos you sent with the Finance team and they have all been rejected for the same reasons as the ones below - the photos are of low resolution and don't include any of the exif information.

Please take a new photo of your passport, using your camera or smartphone and send the original (unedited photo) to our Finance team. Keep in mind that you need to send this without resizing the photo or editing it in any way in any app.

For now the player needs to send the file exactly as instructed and our Finance team will then advise if any further verification will be required, such as a video call.

All the best,

Eduard

You’re talking rubbish.

Casinoguru can see these pictures are crystal clear taken on HD iPhone:

They are being taken on my iPhone and then being uploaded directly to my email and here. Nothing is being resized or cropped and no EXIF data is being modified. You are just scammers.

Casinoguru, what are your opinions on these latest phones and the ones I have emailed you? Even a blind person could see how clear they are!

Attached are two more pictures, taken now and uploaded to EXIF metadata viewers proving nothing has been changed.

Attached are also zommed in close ups showing all information is perfectly clear!

W2 - Perfectly clear detaisl

This all proves my pictures are 100% clear and readable and proves EXIF and METADATA is not being edited.

WestCasino need to prove the documents are not readable and need to prove the EXIF data is being changed...

I'll wait

Hello masonjones,

Thank you for your reply!

Unfortunately these photos aren't the original photo taken with your smartphone and with the complete exif information. They are resized and of low quality and were all rejected by our Finance team.

To avoid any delays in the verification process please make sure to send only photos according to the requirements mentioned.

All the best,

Eduard

Casino Guru, can you please intervene here. The casino is attempting to ignore and distort reality. You can see numerous posts above that clearly show High Quality photos with everything clear and you can see all the evidence provided to show no metadata or EXIF has been changed.

West Casino are ignoring all my questions to show evidence of their claims.

1 - West casino must prove the images aren’t readable.

2 - West casino must supply evidence to show metadata and EXIF have been altered.

Dear masonjones,

Have you tried taking the photo with a different device making sure you disabled image-altering filters on the app when taking the pictures?

If this solution won't help, we suggest the verification call should alleviate any concerns regarding the verification.

All pictures have been taken with my iPhone 14 and Cannon 250D.

Do any of my pictures look like they have a filter on them?

Are my passport images blurry?

What does the metadata programme show for the metadata? (all images posted above and all images sent to you via email).

Have West Casino provided any proof the images are blurry?

Have West Casino provided any proof the metadata has been changed?

Hello masonjones,

Thank you for your reply!

Unfortunately, if you aren't willing to comply with the requirements of the verification process there is not much more I can do.

The process will only move forward once you sent the document as requested.

All the best,

Eduard

7 pictures have been supplied all taken on an iphone, all perfectly clear. Numerous pictures have been through metadata software proving nothing has been altered.

The complaint is with ECOGRA where you will be forced to answer the below questions, as you are delibertaely ignoring the, I wonder why...

Do any of my pictures look like they have a filter on them?

Are my passport images blurry?

What does the metadata programme show for the metadata? (all images posted above and all images sent to you via email).

Have West Casino provided any proof the images are blurry?

Have West Casino provided any proof the metadata has been changed?

The complaint is also with askgamblers who have stated none of the metadata has been changed and all the images are perfectly clear.

You are provably lying and have ignored Casinoguru asking if me doing a video will suffice. So I will do one anyway in my next post and screenshot live the images being taken, location and quality so you can further see EVERYTHING you are attempting to say is a complete lie. It will also be forwarded to ECOGRA in real time and I will instruct solicitors if my funds are not received by close of business monday and account closed.

Email proof showing live video screen recording being taken of the photo

Dear Eduard from WestCasino,

kindly let us know whether there is anything else preventing masonjones from completing verification, or kindly address his concerns regarding the documents provided.

Tomas did you receive the video I emailed you?

Hello masonjones & Tomas,

Thank you for your reply!

I have checked with our Finance team and all the new photos you have provided have been rejected as well.

While indeed the latest photo provided included the full metadata as requested, the image quality is still too low.

In order to pass the verification the photo of the ID needs to be of high resolution and all the information and details of the photo should be in focus.

All the best,

Eduard

As Casino Guru can see this is an absolute criminal joke.

To claim these photos are blurry is deliberately ignoring reality and breaching EU consumer law.

The 'finance team' are flippantly stating the images are blurry and providing no examples to support their ludicrous claims. They have ignored the requests to provide these examples at every opportunity.

They are simply attempting theft.

Tomas, you can clearly see this?

Dear Eduard,

Was the video masonjones sent on Saturday to your finance department considered for verification?

Hello Tomas,

Thank you for your reply!

Our Finance team has reviewed all the documents the player sent, including the video.

Unfortunately they have rejected it as it is not conclusive to the verification process - the details on the passport itself aren't in focus and clearly visible. The same reason for rejection for all the photos the player sent so far.

All the best,

Eduard

Tomas, This is insane! The Casino is clearly attempting theft because I said I would be closing my account.

AGAIN, they have refused to state which details are not clear??? Surely you and eveyone at Casinoguru can see all details on the passport are 100% clear. The metadata image on my iphone shows the quality of camera on the iphone 13 being used, is West trying to say no photos taken with this camera are clear enough?

Attached are zoomed in screenshots of the important individual sections of the passport. WHICH PARTS ARE NOT CLEAR???

Dear all,

After discussing the case internally, we would expect the casino to agree to a verification call, as we don't see any issue with the documents submitted thus far. A verification call should allow the casino to dispel any concerns regarding the documents already provided.

Dear WestCasino,

please make it happen and let us know about the result.

Thanks Tomas.

They haven't responded to the last document I submitted either?

Hello Tomas,

Thank you for your reply!

A verification call can't substitute the fact that the player hasn't provided a clear, high resolution photo of his passport up to this point.

We are required to have this on file for the player and there is no way to proceed without it.

If you want I can provide more information in private related to our concerns with this specific case. Since the player decided to take up his complaint with eCogra, this has been provided to them as part of the mediation process.

I don't believe that it is an issue for the player to provide this photo.

All the best,

Eduard

The player has provided a high quality clear resolution photo proving metadata has not been edited 5 times.

The player has provided a video.

The player has agreed to doing a live video.

The player has provided a new photo in this complaint thread and on email 4 days ago which you haven’t responded to.

Casino guru and ECOGRA has agreed they are HQ.

Put whatever ‘concerns’ you have in the complaint thread you scammers!

Hello masonjones,

Thank you for your reply!

I'm not sure why you are not willing to collaborate for the verification process.

A photo as requested can be easily taken with any smartphone or camera in proper lighting. Refusing to provide this will only delay the process further.

All the best,

Eduard

STOP CHANGING REALITY!

Casinoguru have already stated this 'we would expect the casino to agree to a verification call, as we don't see any issue with the documents submitted thus far'. ECOGRA have also stated the pictures I have provided are clear. Everyone else is wrong but you?

You have also not once responded to which areas are not 'clear'???. You have also not responded the picture sent 6 days ago. See attached.

I also now have proof of you accepting a non high quality picture from another player which I have submitted to

ECOGRA and will submit here...

You are scammers and criminals, but not above EU law.

I am instructing solicitors today after consulting citiznes advice.

Hello masonjones,

Thank you for your reply!

If you don't wish to comply with our requests, you can wait for your eCogra complaint to be resolved.

We have provided them with all the relevant information related to your case.

All the best,

Eduard

Reality

• 7 Passport Pictures sent in.
• 1 video sent in.
• Proof no metadata has been changed.
• The last picture sent in 6 days ago not reviewed nor responded to.
• Casino Guru employees (Multiple) and ECOGRA stated all pictures are clear.
• Player has offered to do a verification Call. West Casino have refused.
• Random stranger at West Casino claiming everyone is wrong and they are right in saying the images are not clear.
• Random stranger at West Casino not stating which area is not clear and refusing attempts to resolve.
• EU consumer law/Carribjustice courts dictate if a vendor refuses a consumers custom they are legally obliged to refund deposits. West Casino are breaking the law.
• Solicitors are instructed.

This is now blatant gas lighting and attempted theft.

Dear masonjones,

Since the complaint is currently in the hands of eCogra, we'll close the complaint temporarily.

I will close this complaint as 'waiting for the decision from a regulator'. Please let me know when the authority responds and what is their decision. You can forward any information to my email (tomas@casino.guru). I am sorry I could not be of more help on this occasion.

Kind regards,

Tomas

We’ve reopened this complaint at the request of masonjones. We would like to allow this case one more chance to be resolved and help both parties involved to reach a satisfactory conclusion.

Please can you reopen this. I would like to keep CG and other players updated on the complaint with ECOGRA, MGA and court.

Also West are refusing to interact with me on email and I need them to provide a 'Deadlock' letter, or ECOGRA is refusing to help any further!

Dear WestCasino,

Could you please share the full list of requirements for the player's documents to be accepted?

I'll appreciate your assistance.

Thanks Tomas. The casino has ignored my solicitor so as of two days ago I have paid for the court claim to proceed.

We are aware the casino will simply ignore the pictures I have sent. Claim they are not High enough quality, ignore the metadata and camera specs proving they are and ignore the fact both your staff, myself, my solicitor and ECOGRA have stated they are clear. I simply need West to supply me with their final response.

West Casino, please supply me with your final response and Deadlock letter in regards to this so I may supply it to ECOGRA….

Thanks for your reply.

I will now transfer your complaint to my colleague Michal (michal.k@casino.guru) who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future. 

Hello masonjones,

I'm Michal, and I have taken over your complaint. I have reviewed the case and will continue discussions with the casino team to seek a suitable resolution, if possible.

Dear Eduard / WestCasino,

I have reviewed all the evidence the player has provided us and I don't really see any discrepancy in the documents you mentioned. The player has provided all the documents and pictures in solid quality to us, so I'm not sure if the email agent or the system you are using has not cropped them automatically when as you mentioned your Finance team has rejected them.

All the documents can be sent to an alternative email address, maybe this will help, furthermore, I'm not sure why you have not considered a video verification call with the player, where they can show you their documents to the camera.

Don't you think this will help resolve this case?

Hello Michal,

Thank you for your response!

We have provided full explanation of the reasoning for our request via Skype to Tomas.

The only way the verification process will continue is if the player send a high quality photo, with all the details clearly visible.

Neither of the photos uploaded to this complaint or sent to us are of such quality. Given the nature of the verification process there are no concessions that can be made regarding this requirement.

Once this is received we will inform the player if there will be any additional requirements.

All the best,

Eduard

As I've said they are behaving as criminals. They have also deliberately not responded to my requests above to state their 'Deadlock' position.

The casino has also ignored my solicitors and we have now started court action against them.

Questions to West -

Why have you not provided the Deadlock letter?

Why have you ignored my solicitors and are not engaging in the pre-action court action? (This is illegal).

Questions to Michael -

What has been said on skype? (I'm not sure why these scammers are not being transparent)

Hello masonjones,

Thank you for your response!

In order to receive the deadlock letter you will first need to open a complaint directly with our casino.

You can file your complaint by email to support@westcasino.com, with the title Complaint, and including the relevant information that you believe supports your case.

This will be analyzed by our complaints department and you will receive the required response by email.

All the best,

Eduard

You are scammers.

You are doing this deliberately to drag out this process and hope I go away. I'm not going anywhere .

Answers my questions:

Questions to West -

Why have you not provided the Deadlock letter?

Why have you ignored my solicitors and are not engaging in the pre-action court action? (This is illegal).

It's sad you are getting a kick out of this, replying in one minute as you are watching the complaint thread. It's sick and gaslighting.

Dear Eduard / WestCasino,

Since it seems that we are unable to reach an agreement on the next steps regarding this matter and the player has already pursued the appropriate channels, we may have to temporarily close this complaint as unresolved until we receive a decision from the regulator. I would appreciate it if you could provide the player with the "Deadlock letter" as per their request, in order for the relevant authorities to make an official ruling.

Dear masonjones,

As you can see the casino team maintains its position in regards to your documents and we are at no liberty to officially challenge that. While your documents appeared normal to us, we are not experts in forensic matters and do not have the authority to issue an official statement. It would be best for you to pursue your case further with the casino official ADR (eCOGRA) and the casino licensing authority - Malta Gaming Authority (MGA).

Please send your "official" complaint email to support@westcasino.com, with the title Complaint, and include the relevant information that you believe supports your case as advised by the casino representative. The casino team will then provide the Deadlock letter. Once you do so and you will receive a confirmation from eCOGRA, MGA, or your solicitor that an official investigation has been engaged I will close this complaint as unresolved and will be waiting for an official decision from the authorities. Sadly, we are not able to offer additional help at this stage.

I have sent the official complaint and have started court action against West Casino.

West Casino, please answer these questions so all can see your responses -

Questions to West -

Why have you not provided the Deadlock letter?

Why have you ignored my solicitors and are not engaging in the pre-action court action? (This is illegal).

Michael please respond to my question -

Questions to Michael -

What has been said on skype? (I'm not sure why these scammers are not being transparent)

*Note - The casino is not an expert on 'forensic' matters either.

Dear masonjones,

Our Skype conversation with the Westcasino team was regarding your case, your documents, and the potential course of action that can be taken. Sadly, as I have mentioned above, we were unable to reach a mutual agreement on this. That's why I have advised you to pursue your case further with the casino official ADR (eCOGRA) and the casino licensing authority, the Malta Gaming Authority (MGA).

Although I can partly understand the casino team's concerns, we don't think the casino's reasoning is sufficient, and I'm not sure why the casino team doesn't want to arrange the video verification, which I believe would shed better light on the situation. 

To your response: "The casino is not an expert on 'forensic' matters either."

Well, a lot of casinos (as most likely in this case as well) do have a security team that is trained in assessing the validity of player documents or cooperates with companies that specialize in this, but as mentioned we don't consider the reasoning we have received from the casino as fully sufficient for now. As I mentioned we are not experts in forensic matters and do not have the authority to issue an official statement. It would be best to get an official decision from the authorities. Sadly, we are not able to offer additional help at this stage.

Hello Michal,

Thank you for your response!

The player has indeed filed a complaint with the Malta Gaming Authority and he was instructed by them that he is required to comply with our requests.

All the best,

Eduard

Thank you Michal,

Can I use your statement above in my court action as evidence? We have now filed claims with EU court and Carribjustice courts and we are seeking the full amount plus compensation. West have received and READ all correspondence but are actively ignore my solicitors (evidence attached).

Eduard, yet again has lied. The MGA refused to help on KYC matters and stated players must deal directly with the operator or the ADR. Which is ECOGRA. They made no comment on the specifics here as they would not look at any of my evidence.

West Casino have also ignore my questions. SO I WILL ASK FOR A FOURTH TIME -

Why have you not provided the Deadlock letter?

Why have you ignored my solicitors and are not engaging in the pre-action court action? (This is illegal).

If Eduard believes he is not attempting theft and breaching EU law, could he please provide his full name so he can be named in the legal claim?

Michal, can you please confirm how this experience will be reflcted on your site for other players to be aware of?

Hello masonjones & Michal,

Thank you for your response!

Everything has been provided to you accordingly.

The screenshot you attached is not from our casino, so I am not sure what relevance it has on this case.

If you are not willing to collaborate and provide the required documents, we have no way to continue the process further. If you wish to take this further then our legal team will handle it once we receive any official notification in this sense.

I am including both the official response to your complaint as well as the answer you received from MGA.

All the best,

Eduard

Dear masonjones,

I acknowledge your request for a clear statement from us, but unfortunately, we are unable to provide one at this time.

While we acknowledge that casinos may require various documents in good quality or format as part of the Know Your Customer (KYC) and/or Anti-Money Laundering (AML) process, it is the customer's responsibility to provide these documents to the casino team. However, the documents you have provided seem normal to us, and we do not find the reasoning provided by the casino to be fully sufficient at this time. As we are not experts in forensic matters and do not have the authority to issue an official statement or compel the casino to accept the documents, it would be best to seek an official decision from the authorities.

If eCORGA or MGA rules in your favor, the casino is obligated to accept their decision. If the casino does not comply with this decision, we will close this complaint as unresolved, which will negatively impact the casino's rating. I still hope that a reasonable resolution to this situation can be reached.

Dear Eduard / WestCasino,

Can you please answer the player's questions?

Hello Michal,

Thank you for your response!

Please see my previous reply as I have included proof that the player received the deadlock letter from us, as well as the actual response he received from the Malta Gaming Authority.

If there is anything else, I will be more than happy to address it.

All the best,

Eduard

Hello Michael,

I am using the attached statement from you in my court claim.



This has been added to the court claim.

Perhaps West Casino could provide the credentials of the forensic experts they have employed lol. This will need to be provided to the court.

Eduard,

I realise intelligence might be a struggle for you. So I'll break it down again.

The MGA response you provided backs up my statement. MGA do not intervene in KYC matters. They did not review any of my documents and the statement is not specific to my case.

The attachment below (which you seemed to not understand). Is a recepit from my solicitors that their emails have been read by your company and IGNORED. Here they are again.

They are relevant as again, it shows you have lied when you said your legal team will respond. No one has engaged with my solicitors.

Maybe you could supply your legal teams email here?

Can you confirm that despite receiving 9 passport pictures, a video, Casinoguru agreeing they are fine, ECOGRA agreeing they are fine you are still attempting theft and your (amatuerish email attachment above) is your deadlock letter?

Could you provide your full name Eduard so you can be named in the disclosure of evidence for the court claim?

Hello masonjones,

Thank you for your response!

The screenshot you attached shows a receipt from a different casino, not from westcasino.com.

As far as I am aware no official documents regarding a legal action have been received related to your account. If you filed the court claim already then it may take several weeks until this reaches our company.

Please note that we will not provide any personal information of our staff or collaborators as these are private. You can review the terms and conditions of the casino where you can find the contact details and information of the casino operator.

All the best,

Eduard

This might explain more why you keep rejecting my passports.

You are either blind, stupid or simply doing this as you get some sick kick out of it. I've circled the email that clearly says WEST CASINO.

The other emails are for your sister company Goldwin where you have numerous filings missing and extremely questionable records. The attached is a read report, stating the email was opened by West Casino support, so again, you lied. SHOCKER. My solicitors have attempted to resolve things with you amicabbly for the last two weeks and you have ignored everything, hence why the court action has been filed in two jurisdications and compensation has been requested.

Your website does not list any details for your legal department. If you had one, you would have a legal department email.

My questions again -

Can you confirm that despite receiving 9 passport pictures, a video, Casinoguru agreeing they are fine, ECOGRA agreeing they are fine you are still attempting theft and your (amatuerish email attachment above) is your deadlock letter?

Could you provide your full name Eduard so you can be named in the disclosure of evidence for the court claim?

You also realise this is being documented here - https://casino.guru/westcasino-player-s-withdrawal-delayed-due-to-verification

Dear masonjones,

I understand your frustration with the whole situation, but please I have to caution you that no offensive or abusive language is tolerated on our complaint forum.

We expect mutual respect from everyone. Inappropriate behavior is not helping anybody, thus, please write your responses in a respectful manner. Any further attempts to verbally attack or intimidate a Casino.Guru member or any staff members of the casino may result in the permanent blocking of your profile on our website. Let's behave like normal human beings, please.

Did eCORGA provide their decision regarding your complaint already or is it still being worked on?

I didn't insult anyone.

I provided three possibilities for Eduard's 'mistake' when stating the email was not related to West Casino, like everything in this complaint his assertions ARE provably false.

ECOGRA have not responded since I forwarded West Casino's ambiguous Deadlock Letter responses. ECOGRA, like the MGA are AWFUL. The Casino knows this, they know how they're funded and know they do EVERYTHING they can not to get involved.

I think ECOGRA do not want to intrevene until they receive a letter that says ' We WEST CASINO provide our Deadlock Letter as follows'. As you can see, despite asking numerous times Eduard won't do this in the format that is needed. I wonder why....

Eduard Blake is his name, I doubt this is his real name but it is the one we will use in Disclosure.

Further read report from ontrack, Simon Lane highlighting west are fully aware of the attempts to engage with my solicitor and have ignored everything. I wonder why...

Hello masonjones & Michal,

Thank you for your response!

A deadlock letter is a final written response from us, which is the email you received.

As you are not willing to comply with the verification process and send the requested photos, then there is not much we can do to move from this point.

All the best,

Eduard

Hello Mikhal,

Attached is proof the casino has now received an opened the court summons sent from my solicitor on behalf of the court.

The casino has 7 days to respond with their defence so a hearing can be arranged. I will update here.

Dear masonjones,

Did you receive any update from eCOGRA about your case with them? Is the case still open or what is the status of it, please?

Here are the updates.

Court - Goldwin LTD and their sister company have been served with a summons.

ECOGRA- Official complaint via my solicitor was lodged a week ago, ignored.

ECOGRA- I have sent the deadlock letter to the handler about 5 days ago. Ignored.

The focus is on the court case as it will be resolved quickest as I can pay enforcement.

MGA have ignored everything.