Wild West Wins Casino - Player is struggling with account verification.

Hi. I registered for this casino on 20th of February, and have made a few deposits since however having issues getting myself verified. My proof of address and mobile bill have been verified but 3 times I have sent my ID (Passport) and its not getting checked by this casino, have sent multiple emails and no one is getting back to me. Am concerned of where my proof is getting sent to since I have uploaded my ID 3 times now.

Dear tomporterb,

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 takes KYC lightly and it might take a few working days to complete this thorough process.

Could you please advise when exactly have you attempted to submit your passport for verification for the last time? Is there any outstanding withdrawal request waiting to be processed or any withdrawable balance on your casino account?

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

So submitted my passport in total of 4 times, first on 20th of February then on 28th of February and then 8th of March and most recently on 17th of March. My account holds no withdrawal balance. My proof of address and mobile bill have been verified but my proof of card payment still pending. Thanks for quick response

I apologize for not being able to reply sooner, tomporterb. Has the casino informed you about why they didn't accept your passport as a valid document for verification? Would you be able to forward any communication between you and the casino regarding the issue to my email at tomas@casino.guru? I'll await your reply.

Hi there. So I hadn't had any communication in regards to issues with my passport, not even confirmation and I've attached screenshots of the generic emails I get back regarding this issue, one of emails states to go online and upload it however think they are not understanding my emails However have had an email from Jumpman asking to send over the passport via email instead so fingers crossed

This has been resolved and account verified 🙂

Dear tomporterb,

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,

Tomas

Casino.Guru