MrWest Casino - Player’s ID verification is being delayed.

I have had my ID verification denied numerous times because it is "blurry".

The ID is extremely legible and I am certain they are making this up to delay me and hope I play back my funds.

I have uploaded one of the examples I have sent. The most recent, clearest ones were too big to upload but I can compress and send them if required.

Dear gabbern99,

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.

• Do I understand correctly that verifying your ID seems to be the only issue?
• Have you provided any other documents to verify your identity and have they all been approved?

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,

Kristina

My address proof has been verified

I tried sending a selfie as well which got denied.

I re-read their last email and the most recent issue might actually be the metadata so I am double checking the photos still have it and sending those again.

Dear Gabriel & Kristina,

Hope you are both well!

For now you are required to upload new photos of your driver's licence, taken at a date later than the request from our document verification team. Make sure to upload the original file as taken by your camera or smartphone, without making any modification or resizing it - so that all the metadata is preserved.

Warm regards,

Eva Stone

Head of Customer Experience

MrWest Casino

I have sent some HEIC file format images that i took yesterday. metadata is intact, if there are any issues with the upload to the website I can email them.

Dear Gabriel & Kristina,

Glad to hear!

It is perfectly fine if you upload them on the platform. You'll be notified once they are checked and if anything else will be required.

Warm regards,

Eva Stone

Head of Customer Experience

MrWest Casino

I believe it got verified before you sent this reply. Thankfully.

I recommend you clearly request brand new pictures with intact metadata from the first email rather two weeks later after repeatedly requesting new pictures because the uploaded ones were blurry (they were fully legible). It appears the issue was not the blurriness but the fact that I always re-use the same pictures I took a long time ago.

Now that it is resolved, I hope I get paid out just as quickly as I got verified after uploading the most recent documents.

Hello everyone,

Thank you both for your replies and cooperation.

gabbern99, have you already requested the withdrawal?

Withdrawal was received in my bank 90 mins ago, thanks to all involved.

Dear gabbern99,

We're glad to hear that your issue has been resolved. We'll go ahead and mark the complaint as 'resolved' in our system. We appreciate your cooperation and confirmation. If you ever encounter any issues with this or any other casino in the future, please feel free to reach out to our Complaint Resolution Center. We're here to help.

As you know, we do not charge for our services, nor do we accept any gratuities. However, we would greatly appreciate it if you could take a moment to share your experience with our services on Trustpilot https://www.trustpilot.com/evaluate/casino.guru. An honest review, along with any suggestions for improvement, would be invaluable. Your feedback could help others who may be considering contacting us for assistance with online casino-related issues.

Thank you in advance for your time.

Best regards,

Kristina

Casino.Guru