WestCasino - Player’s withdrawal is delayed due to account verification issues.

Dear newinner,

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.

• Have you provided the files in.jpg instead of .heic as per the casino's request?
• When was the last time you were in contact with casino support regarding the issue?

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 Tomas & newinner,

Greetings from WestCasino!

I have checked and so far the player hasn't responded to the request for additional documents sent by our Finance team on September 11th.

As the account is flagged for additional verification the player will need to only respond to the requests sent by our Finance team directly, as our support team won't be able to provide any updates regarding this.

If the smartphone used to take the photos is using .heic as the standard format, then photos in .heic format are perfectly fine. Our Finance team will be able to process them.

Also, please clarify the country and city where you are actually located.

All the best,

Eduard

This is not correct. I did respond and sent pictures requested and got the below response. I have also emailed West Casino your response and are currently being ignored.

  Sara Mon, 09/16/24 8:23 pm  Hello Michelle,

Thank you for reaching out to us!

Unfortunately, .heic files cannot be opened. Please make sure to upload .jpg files instead.

You can upload the necessary documents in My Profile - Identity verification.

Regards,

Sara M.

Customer Support Team

Hello Tomas & newinner,

Thank you for your reply!

To avoid any misunderstandings in this type of verification process, kindly make sure that you are only referencing communication with the Finance team who handles the verification. The reply you mentioned above is from our support team, which doesn't handle the verification process.

Please address my question from the previous reply - Please clarify the country and city where you are actually located?

All the best,

Eduard

Dear Eduard,

I already told you i from Dublin in Ireland but you can see that since you have proof of address and profile information added.

Hello Tomas & newinner,

Thank you for your reply!

From what I see, in your complaint as well as in your profile here you declared that you are residing in the United Kingdom.

Why is that?

All the best,

Eduard

i don't know anything about that must has happened with registering

It isireland now

Hello Tomas & newinner,

Thank you for the clarification.

Tomas, would you be able to edit the description of the case accordingly to reflect the correct country of the player.

Also, I would like to inform you that the current operator of WestCasino.com is ceasing operation and that the domain and brand have been sold to a different operator. The change of operator will be effective starting October 01, 00:00 GMT Time.

All players have been informed of this change and were asked to confirm if they wish to transfer to the new operator or not. From what I see this specific player hasn't expressed their choice yet.

If the player chooses not to transfer to the new operator, then the player will need to contact the previous operator directly to complete the verification and retrieve their funds.

All the best,

Eduard

Hello Tomas & newinner,

Another thing, the player is kindly asked to verify the phone number provided upon registration from under My Account.

All the best,

Eduard

Thanks, to both parties for the replies and explanation of the situation.

Dear newinner,

Were you able to verify your phone number?

Please let me know about any progress or obstacles in completing the verification and withdrawal of your winnings.

Hello Tomas & newinner,

The player has verified the phone number, however she hasn't responded to the request for documents sent by our Finance team on September 30.

All the best,

Eduard

Sorry all has been sent you already have all documents 3 times for months.

It just feels like you making a run with the money I won.

I wagered and lost so much and you not even want to pay me.

Dear newinner,

Could you please specify what was requested from you and which documents you have provided? Have you received any feedback from casino support on whether your documents were accepted or not?

Thanks in advance for your reply.

No feedback, apparently west casino is sold and terminated there license.

Hello Tomas & newinner,

I see that you received and updated and some clarifications were requested from you.

All the best,

Eduard

Dear Eduard,

Yes i received an email from you again asking for more documents. I only deposited 200€ to this Casino. Mifinity do not offer bank statements but i can take screenshots of my online banking page if you feel it is really necessary to divulge in all my finances for a 200€ deposit. Do you want screenshots?

Michelle

Good day Michelle,

Please provide the following additional documents:

1. Proof of Payment

- your Skrill account statements shows multiple deposits from a MiFinity

account on 27/08/2024, 28/08/2024, 29/08/2024, 30/08/2024 and

01/09/2024;

- Please provide a MiFinity account statement covering the period August

01 - September 30, 2024.

Hello Tomas & newinner,

You can try sending the screenshots and the Finance team will inform you further.

All the best,

Eduard

Dear newinner,

Were your documents accepted? Was the verification of your account completed?

Please let me know about the result.

There is no communication from Westcasino I sent all the documents and now they want more.

I deposited 200 euro they want to see everything.

Hello Tomas & newinner,

The player hasn't sent the documents requested on October 08.

All the best,

Eduard

Dear Finance,

I only deposited 200€ on the Casino. Mifinity do not do statements but

i can send you screensnips of my account?

This was sent 5 days ago no answer.

Your chat has no answers.

I mean this verification process sounds really unfair. I not even wanted to withdraw any money. I lost 1000 of euro still playing. I guess this is what a casino wants.

Could you also explain how far this going to go? You can just keep asking for documents.

Hello Tomas & newinner,

I have double checked and there is nothing received from you following the request sent on October 08.

All the best,

Eduard

Dear newinner,

kindly send the information the casino requested and include me in the copy. My email is tomas@casino.guru

I sent all the details to the email 3 days ago hasn't it been received to tomas@casino.guru

Hello Tomas & newinner,

The screenshot sent isn't what was asked from the player, so it has been rejected.

All the best,

Eduard

Sorry could you clearly say what you need.

You only provide short answers. With no follow up or what is needed. Casino Guru could you please step in for me?? I am clueless what they want.

Hello Tomas & newinner,

All the information was provided in the initial request, which you also added to this thread as well as in the email for the rejection which you received from the Finance team.

We kindly ask that you provide the requested information without further delaying the process unnecessarily.

All the best,

Eduard

Your so rude. I don't understand what more you need? Could you explain and tell me.

" Kindly note that the screenshot provided isn't sufficient as it doesn't

cover the requested period and doesn't show the full transaction

information (sender, transactions details, date)."

These are the transactions from that time. This is the screenshot I can make how you want me to proceed please?

Hello Tomas & newinner,

The statement provided should show all the transactions from the requested period with the full transaction information (sender, transactions details and date).

All the best,

Eduard

So the transaction from my mifinty to skrill? and after am I verified? or is there more?

Please what are you looking for?

There is no statement at mifinity only screenshots be specific. In what transactions.

It seems like every time I sending something there is another request.

Hello Tomas & newinner,

You should provide a MiFinity account statement, covering at least the period August 01 - September 30, 2024.

This should clearly show the transactions including the sender, transaction details and date and should show where the funds on that account originated from.

If you are having troubles exporting this on your own from the MiFinity account I would advise that you contact their support for assistance.

Based on what you provide you may be asked for additional information.

All the best,

Eduard

They don't have have this at mifinity. I told you already I can make screenshots only. I deposit 200 euro into west casino.

I apologize for not replying sooner.

I checked the Mifinity help center but could not find any hint as to how to export an account statement whatsoever.

Dear newinner,

Kindly contact Mifinity support and request an account statement from the said period. Kindly share any response you receive from their support here.

I'll await your reply.

Hello Tomas & newinner,

The player can also provide screenshots if that would be faster, as long as the screenshots show the full list of transactions for the given period and are complemented by screenshots of the individual transaction information and shows what each transaction represents and where it originated from.

This should be easier and faster to be provided.

All the best,

Eduard

I requested the statement. I am waiting for it.

All has been sent could we please get me paid.

Hello Tomas & newinner,

From what I see the document doesn't meet the requirements from our Finance team as it doesn't show all the transactions in the given period and any of the details of the transactions.

All the best,

Eduard

This is what they give me what you want me to do about it?

Hello Tomas & newinner,

The document provided needs to contain the full information of the transactions, showing the sender/receiver correctly and should show the whole period and transactions asked by our Finance team.

All the best,

Eduard

This is the document I am getting from mifinity. There is not such info on the pdf.

You can see deposits and incoming transactions.

200 euro is well noted that you can see where it is coming from.

You just keep asking for documents that are not there and stalling my payment from the beginning.

You can see on the statement I won an amount of money from the casino and I use to fund my skrill account.

With my skrill account I deposited 200 euro into your casino. So you can see exactly where the money is coming from.

No money laundering no theft I am not terrorist. I am just wanted to gamble a bit a and I won.

I lost from 14000 euro already to 9000 euro because you kept delaying verification

Dear [Casino Guru / West Casino Support Team],

I am writing to formally express my dissatisfaction with Casino Guru’s response to my complaint against West Casino, as well as to state my intent to escalate this matter to the Irish Courts and European regulatory authorities in Malta. Additionally, I will submit a report to the licensing provider, as I believe the actions taken by West Casino constitute a serious violation of both player rights and regulatory guidelines.

My complaint stems from West Casino's repeated, unreasonable requests for personal verification information, including data allegedly required by MiFinity, which I have promptly provided multiple times.

Despite my cooperation, the verification process was excessively delayed, and the casino engaged in obstructive behavior that suggests suspicious intent. These tactics appear designed to frustrate legitimate withdrawal attempts and encourage further gameplay, risking significant financial losses.

Casino Guru’s lack of support in this matter is deeply disappointing, as I expected an impartial mediation that would uphold fair play standards. Instead, West Casino’s unprofessional conduct—alongside Casino Guru’s seeming unwillingness to address these tactics—has led me to believe further independent action is necessary. I consider this case to involve potential violations under EU consumer protection laws and GDPR regulations regarding the handling of personal data.

To that end, I will proceed with filing a formal complaint with:

The Irish Courts, under EU jurisdiction, given my residence and the consumer protections afforded within the EU.

Relevant Maltese authorities, as West Casino operates within their regulatory environment.

West Casino’s licensing body, to investigate the legitimacy of their practices and ensure their compliance with fair play regulations.

I urge Casino Guru to reconsider their stance on this case and to advocate for transparent and fair practices, as these measures will be reviewed in any forthcoming court proceedings.

Dear newinner,

I am sorry you feel this way.

Kindly send the original email you received from Mifinity support with the PDF file list of the transaction included as it was delivered to your email, not just the PDF file you sent yesterday.

I apologize for the inconvenience.

My email is tomas@casino.guru

Dear newinner,

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.

Due to the aforementioned reasons, this complaint will now be rejected. Thank you for your understanding, I am sorry we could not be of more help on this occasion. Please do not hesitate to contact us if you run into any issues with this or any other casino in the future.