MrWest Casino - Il ritiro del giocatore è ritardato a causa di problemi con i documenti.

Hello, I've been regularly submitting all the required verification documents to MrWest Casino for over four weeks now, both via email and through the website's online form. Every time I try to upload my ID card or passport, I get an unknown error message. So, I've contacted support multiple times (six times) via email and sent all the documents again. Each time, however, I'm told that my ID card or passport is supposedly damaged. This is complete nonsense.

The fact is that I have now been waiting for my €250 winnings for over four weeks and no progress has been made.

Hallo, ich hab bei dem Casino MrWest seit mittlerweile über vier Wochen regelmäßig alle gewünschten Verifizierung Dateien eingereicht. Sowohl per Mail als auch über die Funktion der Internetseite. Jedes Mal, wenn ich versuche, meine Personalausweis oder Reisepass hochzuladen, wird ein unbekannter Fehler angezeigt. Also habe ich mich und das kann ich natürlich auch nachweisen. Mehrfach (sechs mal) per E-Mail an den Support gewandt und auch dort noch mal alle Dateien hin gesandt. Jedes Mal bekomme ich allerdings die Aussage, dass mein Personalausweis oder Reisepass angeblich beschädigt sei. Dies ist aber vollkommener Schwachsinn.

Fakt ist, dass ich jetzt seit über vier Wochen auf meinen Gewinn von 250 € warten muss und keinerlei Fortschritt geschieht.

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Hello,

Thank you very much for submitting this complaint. I'm sorry to hear about the problem you're experiencing. Please allow me to ask you a few questions to clarify your situation.

• Has the casino explained in more detail in any of their communications why your photographs do not meet their verification criteria?
• Have you tried submitting any other form of identification apart from your passport?
• Have you submitted your Revolut card confirmation to the casino for verification as well? If so, has this document been approved?
• Are there any other documents that are still pending verification?

I hope we will be able to help you resolve this issue as soon as possible. Thank you in advance for your reply.

Best regards

Veronika

Dear Chros127,

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 Chros127,

We would like to update you that due to Veronika, your designated resolver, being on vacation, we have opted to extend the timeline by an additional 7 days. Since Veronika has an in-depth understanding of your situation and maintains direct communication with the casino, we find this extension justified. Your patience is sincerely appreciated, and I assure you that Veronika will contact you at the earliest opportunity.

Thank you for your understanding and ongoing patience.

Best regards, Casino Guru