WestCasino - Player's withdrawal request is delayed.

I am currently experiencing an issue with West Casino regarding a €7012 withdrawal, and I would appreciate any advice or assistance in resolving the matter.

To provide some context:

- Their live chat support repeatedly requested new photos, despite me having already submitted several that were clear and met the requirements.

- I was informed via email that their finance department would be in touch, yet all emails sent to them have gone unanswered.

- I have submitted at least three different selfies with my passport, as well as multiple photos of two different proofs of address (POA) and selfies with the POA. All submissions have been rejected, with West Casino stating the images were "foggy," despite the fact that they are perfectly clear and legible.

It appears that West Casino may be intentionally delaying the process of releasing the funds by continually rejecting valid documents. I am seeking any recommendations or advice on how to proceed, and whether mediation may be an appropriate course of action in this case.

Dear pampamela, 

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. 

Could you please advise which documents you have already provided and when exactly did you send the last one?

Which of your documents were accepted and which were rejected in the verification process?

When sending photographs for verification, it is important to keep several things in mind:

• The photo should be clear and of high quality.
• The document's information should be clearly visible.
• Your face should be fully visible and not covered by the document.

Please forward me the documents that have not been approved by the casino at veronika.l@casino.guru.

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, 

Veronika

My last email to them was on the 9th of August. I sent them new pictures of my POA and a selfie with my passport. I contacted them multiple times via Live Chat and was told that the pictures are blurry, then the next day the agent said the documents are still under review. The last email from them was on the 21st of August stating that the Finance Department has a response time of 1-5 business days. Never heard from them again. Sending you the pictures right now.

Thank you for the photographs. Before we contact the casino representative, could you please specify if you accumulated your winnings with or without an active bonus? What types of games did you play?

It was with a bonus, they sent me an offer of 100% up to €100 and I won the money playing slots

Thank you very much, pampamela, for providing all the necessary information. I will now transfer your complaint to my colleague Peter (peter.c@casino.guru) who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction in the near future.

Hello there,

Thank you pampamela for providing us with all the information. I hope we'll be able to resolve this issue together.

I would now like to ask WestCasino for their help in resolving this complaint. We would like to know what is the issue with the verification and what can we do to help the player receive their winnings.

Thank you!

Hello Peter & pampamela,

The account is pending verification.

Several additional photos and documents have been requested from the player on 16/09/2024 and so far the player has not responded.

All the best,

Eduard

The documents I have already provided are more than sufficient to verify my identity. I feel that these requests are excessive and unnecessary and that you ultimately have no intention of paying me these funds.

@Peter - please find their latest request below:

1. Proof of ID

- Please take a new photo of your passport's biodata and official observations page and provide us with the original photo file taken by your device (smartphone or camera), without re-sizing it or making any modifications to it (such as changing the title). The photo should contain all the relevant metadata registered by your device and should be taken at a later time than this email is dated;

- Please take a new photo of yourself holding your passport opened at the biodata and official observations page and provide us with the original photo file taken by your device (smartphone or camera), without re-sizing it or making any modifications to it (such as changing the title). The photo should contain all the relevant metadata registered by your device and should be taken at a later time than this email is dated;

- Please take a new photo of your passport's cover and provide us with the original photo file taken by your device (smartphone or camera), without re-sizing it or making any modifications to it (such as changing the title). The photo should contain all the relevant metadata registered by your device and should be taken at a later time than this email is dated;

- Please take a new photo of your passport's first page and provide us with the original photo file taken by your device (smartphone or camera), without re-sizing it or making any modifications to it (such as changing the title). The photo should contain all the relevant metadata registered by your device and should be taken at a later time than this email is dated;

2. Proof of Address

- Please provide a valid Proof of Address (gas bill, electricity bill, bank statement) issued in the last month under your name;

- For documents you have received by post you should take a new photo of your passport and provide us with the original photo file taken by your device (smartphone or camera), without re-sizing it or making any modifications to it (such as changing the title). The photo should contain all the relevant metadata registered by your device and should be taken at a later time than this email is dated;

- For documents that are received digitally (such as a bank statement issued digitally by your bank) you will need to provide us with the original PDF file issued, without making any modifications to it

Note that photos of documents you have printed are not accepted.

3. Proof of Payment

- Please provide a Skrill account statement in pdf showing where the funds you have deposited in our casino originated from;

- Please note that the file should be the original pdf exported from Skrill, without any modifications.

Hello Peter & pampamela,

Thank you for your response and confirmation that you have received the request from our Finance team!

The verification process is mandatory and if you refuse to adhere to the requirements, there is not much I can assist you with further.

All the best,

Eduard

Dear pampamela, the casino has the right to request these documents in accordance with their terms and conditions which you have agreed to upon registration. Please understand that KYC is a very important and essential process, which has to adhere to anti-laundering policies. None of the licensed casinos take KYC lightly, that's why there are such specific requests for the providing of the documents. I can only advise you to provide the documents as requested if you would like to continue with your withdrawal process. Thank you for your understanding!

Hello Peter & pampamela,

Thank you for your update!

The player hasn't responded to our request from September 16th.

All the best,

Eduard

I have uploaded all documents requested

Thank you for your cooperation. I would like to ask both parties to please keep us updated about any further developments.

Hello Peter & pampamela,

Thank you for your response!

I see that they have checked the files uploaded and informed the player on what she needs to send again.

All the best,

Eduard

Dear pampamela,

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.

Hello. I have just sent them everything they requested

Hello Tomas & pampamela,

I see that our Finance team responded to your email and asked for additional information.

All the best,

Eduard

You are asking for documents I have already provided. I have also provided a Skrill statement and you are asking me to identify transactions that are completely irrelevant and I am not comfortable providing. I feel you are continually stalling this withdrawal by asking for documents repeatedly and unnecessarily.

Hello Tomas & pampamela,

If you are being asked to re-send a document, it means the previously provided one was rejected and you will have a reason for the rejection in the e-mail.

Given the nature of this verification you will need to answer and provide everything that is asked from you.

All the best,

Eduard

You asked for the document in PDF, I have provided that.

You are asking me to provide statements for an account completely unrelated to this, along with explanations for transactions on another statement. It's extremely intrusive, unnecessary and unwarranted.

@Peter please advise

Dear pampamela, the casino has the right to request these documents in accordance with their terms and conditions which you have agreed to upon registration. Please understand that KYC is a very important and essential process, which has to adhere to anti-laundering policies. None of the licensed casinos take KYC lightly, that's why such sensitive documents have been requested. I can only advise you to provide the requested documents if you would like to continue with your withdrawal process. Thank you for your understanding!

I'm not willing to provide that information. They have had more than enough to verify I am who I say I am and they keep asking for more and more, surely there must be a limit before it's considered excessive? They seemingly have free will to ask for whatever they want without scrutiny and that is unacceptable.

In that case, I will be forced to close your complaint due to your noncooperation. I will give you one last chance to provide the requested documents or your complaint will be rejected. Thank you in advance for your cooperation!

You haven't answered my question as to what is considered excessive.

You have seen the volume of documents they have been given and they just keep on asking for more and more, how long should I keep sending different varieties of document until they are happy? It's ridiculous and clearly they're just trying to avoid paying me by constantly moving the goalposts. Enough is enough.

In that case, I am forced to close your complaint due to your noncooperation. 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.

Kind regards,

Peter