Hi,

My problem is simple. It is impossible to verify my account. I accept that verification is important and necessary. Casinos must know who their clients are for many important reasons. The problem is MrWest is refusing to accept my ID. They constantly ask me to resend the photo.

• First they said to retake so that the photo data shows it was taken after their email. I complied, retook photos and sent.
• The next set of photos is refused. This time they say that I must not change the filename. I did change the filename from IMGxxxx.jpg to ID.jpg. Seems like a nonsense reason to decline a document so I already started to worry. But I still cooperated with them. I took new photos and again sent them.
• Again, the photos are refused. This time they say to retake photos that aren't blurry and don't have light shining on them.

Here are some important facts about all the photos of my ID that I have sent:

1. It is my Portuguese national ID and currently valid.
2. All photos are close up and include all 4 corners of the image.
3. Every character in every photo is in perfect focus and clearly legible.
4. The photos are taken after the initial email request.
5. The photos are unmodified.

I would like to provide my ID photos that I sent MrWest to you. The reason for this is that there is no other way for you to be able to see that the above 5 points are true of the photos I sent. Without this it would just be my word against theirs. Can I please send this to you?

Also why would they decline photos because I changed the filename? Why did me changing the name from some meaningless jumble of letters to "ID.jpg" justify them rejecting the photos. I did it to be helpful so that they could see what the attachment was. It doesn't make a difference at all to the photo itself. I think MrWest just doesn't want to pay me and filename excuse along with all other unfair rejections strongly suggests that to me. I have been more than patient with them but now I am here.

Dear player,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with MrWest Casino.

Please allow me to ask you a few questions so I can better understand the situation.

• Since when are you attempting to withdraw your winnings?
• What games did you play to accumulate your current balance in the casino? (slots, live games, betting on sports)
• Could you please share with me your communication with the casino, along with your most recent selfie submission that the casino didn't accept? Send emails or chat transcripts to my email at [email protected], or post screenshots here

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

Best regards,

Tomas

Please note that www.kpvfaw.com will never ask for any payments or request access to your accounts. If anyone claims to be www.kpvfaw.com personnel and asks for such actions, do not provide any information.

The only legitimate way we will contact you is through this official complaint platform or via the email addresses provided in your complaint thread.

Stay cautious and contact us directly if you have any doubts.

Dear jhcb61 & Tomas,

I am sorry to hear about your situation.

I have reviewed your account and indeed several photos of your national ID have been rejected as they don't meet our requirements for verification. Each time a document is rejected our team informs you of the reason so you can re-take the photos and provide the correct.

• On 13 May you uploaded some photos of your national ID card, which were rejected as they were taken in 2022;
• On 14 May you send new photos, which were rejected as the photos are taken in poor lighting conditions and aren't clear;
• On 22 May you again sent a different set of photos, which were rejected as there is glare on the documents and the photo is resized.

You will need to take new photos of both sides of your national ID card. Make sure that you are taking the photos in daylight, that the whole document including all four corners is visible in the photo and that all details are clear and crisp (this includes the documents background patterns and any visible safety elements). You should only upload the original photos taken by your device, which will clearly show the date when they were taken, the device used and other relevant information - make sure to turn off any re-sizing your device may perform when sending photos by email.

Warm regards,

Eva Stone

Head of Customer Experience

MrWest Casino

Tomas I have sent my ID photos to you and will wait for your feedback. Thank you.

Thanks to both parties for the replies.

I reviewed the documents, and I can confirm the issues with them are as identified by the casino representative.

Dear player,

I understand your frustration with the process, however, I have no doubt the casino will accept the documents once they are sent in the correct format and without lighting issues.

Looking forward to your reply.

I have sent more photos to MrWest today

I sent photos of my ID yesterday. The new photos are shared with Tomas. MrWest replied today with the following:

Hello,

Thank you for the provided documents, however the photos of your ID do not meet our requirements, as edited documents cannot be accepted as valid.

Your proof of address also cannot be accepted, as Millennium statements cannot be accepted as valid.

As a result, you need to send the documents below:

clear and complete photos of your current ID card, with full information and metadata visible and which are unedited;

a valid proof of address dated within the last 3 months - any letter in your name or a digital document in .pdf format, such as a utility bill, rental agreement, correspondence from a central or local government-issued document.

We have also noticed that you have submitted two different ID cards.

Please provide an explanation for this discrepancy.

For any information regarding your account, do not hesitate to contact our customer support team via chat or e-mail at [email protected]

Regards,

Documents team

1. The photos were not edited. They have no reason to say this. Since I've retaken and sent so many photos of my ID I've noticed this is just the default position that they will immediately take when any document is received.
2. They say to provide unedited photos with metadata showing. I cannot control what data is included in the photo. Please take a look and tell me if anything is unusual.
3. My proof of address which they received 3 weeks ago and never mentioned needing to resend they have now decided is invalid. In their initial email they said that they could accept bank statements as proof of address. I provided them with what they asked for. They have said "we cannot accept Millennium statements". Why not? It is not some small online bank. They say they accept bank statements. It is the biggest mainstream bank in Portugal. I sent them what they asked for which I can prove since I have their email saying they accept bank statements. They have gone back on their word.
4. They have said I sent 2 different IDs and asked for an explanation. The explanation is that my ID card was renewed.

I don't think MrWest is acting in good faith with their verification. To me this becomes clear when you look at all the other complaints about MrWest on this website. Everywhere in the world people are having exactly the same issue getting their ID accepted at MrWest. There is a pattern here.

Thank you very much, jhcb61, for providing the necessary information. I will now transfer your complaint to my colleague Stefan ([email protected]) who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.

Hello jhcb61,

My name is Stefan, and I will be taking care of this complaint from now on.

Could you please resend us the latest photo of your ID? You can send it to my email address [email protected].

I'll be awaiting your reply.

Dear jhcb61,

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.

Hi Stefan,

I sent you the photo on the 9th of June.

Thanks

Dear MrWest Casino,

The latest photos of an ID seem to be without any flaws. Did you manage to receive them from the Player? If so, could you comment on whether these photos will be accepted?

I'll be awaiting your reply.

Dear Stefan,

Thank you for your response!

The player last submitted photos to our team on June 02. Those photos were rejected and the player was informed of this on June 03 - I see that the player attached the email received from our team in the previous replies.

Since then we have not received any further replies or documents from the player.

Warm regards,

Eva Stone

Head of Customer Experience

MrWest Casino

Dear MrWest Casino,

Thank you for your response and the information you have provided.

Dear jhcb61,

Could you kindly provide the casino with the photos of your ID that you sent to my email?

I'll be awaiting your reply.

Hi Stefan,

The photos that you say are without flaws ARE the photos that I sent MrWest on the 2nd which were rejected.

Dear MrWest Casino,

Could you please state why the photos of the ID were rejected?

I'll be awaiting your reply.

Dear Stefan,

Thank you for your response!

The reason why the photos were rejected has been provided to the player by email, and was already attached in the previous replies.

Please find below a screenshot of the email sent to the player for reference.

Warm regards,

Eva Stone

Head of Customer Experience

MrWest Casino

Yes, this email was sent to me. The reason is not valid because the document is clear and unedited. You have repeatedly rejected ID photos that were perfectly clear. Every time you either say that they're unclear, edited, resized or even that there is a bit of light reflecting on the surface (there was a photo with a tiny bit of reflection that did not obscure any pertinent information. Everything was perfectly legible). Casino Guru suggested that I should send a photo without any reflection on it and I did. I also sent a copy directly to them. You rejected it and sent me this email. This is a pattern at MrWest Casino. Read the many other complaints on this forum and you can see that they frequently reject photos on dubious grounds.

As for the discrepancy you mentioned that was addressed here in this complaint. I have a new ID and you can quite clearly see that it is me.

Then, after protracted delays in accepting valid identification, your attention turned to my proof of address. Specifically, you rejected a bank statement from Millennium BCP, despite your own stated guidelines confirming such documents are acceptable. Your explanation? Simply: "Millennium statements cannot be accepted as valid." No further justification offered.

Millennium is Portugal’s largest and most established high-street bank. Its documentation is entirely legitimate and regularly used for verification by reputable institutions. It is a regulated national bank with proper client due diligence, including strict address verification. That this document was refused only after this formal complaint was raised is troubling. It calls into question whether the change in stance reflects any genuine compliance concern, or rather a calculated effort to delay or obstruct. When taken in context with the repeated rejection of valid ID photos this conclusion becomes difficult to ignore.