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