MR West aka (West Casino - Who I have discovered have a history of this and have left a wake of players out of pocket).

Having the worst experience of my life with any casino trying to KYC. Proof of address verified (Photo taken with my iphone). But my passport they keep asking for photos taken with unedited metadata (didn't know what this was).

Have sent in a total of about 8 passport pics. Yesterday I followed their instructions. I took the picture, uploaded immediately to the site and email and emailed them and also took a screenshot of the photos information (metadata) on my phone.

Again today they came back with the same 'New pics with unedited metadata). It's infuriating. I sent them a link online that explained whenever you upload a pic to an email metadata changes. I have read through old complaints on here and they did this to soooo many players as WEST CASINO before. I even see they were taken to court.

I have said I can do a video if they want but they ignore me.

Please help. I will forward all the emails and photos I have taken and sent them and CG can look at metadata.

Hello sageirsword,

Thank you very much for submitting your complaint and I'm really sorry to hear about your issue with MrWest Casino. Please allow me to ask you a few more question before we would move forward.

• Could you please advise since when exactly is the verification process ongoing?
• Which documents have been already approved and which ones not?
• When was the last time you spoke to the casino and what was it about?

Please note that the verification process may take up to 14 days after sending in all the requested documents.

Looking forward to your answer.

Regards,

Nick

Its nothing to do with time limits. It's the caisno purposefully attempting to use KYC as a method of delaying the withdrawal. Let's call a SPADE a SPADE.

1 - Account was fully verified with ID, selfie, proof of address and skrill.

2 - I won €640. I requested the withdrawal.

3 - Suddenly I need further verification (odd the further verification wasn't required for depositing...). They need a SECOND ID document and me holding a selfie with the document. I sent all this as I have a second passport for sweden.

4 - I get this absurd email -   

Dear Player!

  Thank you for providing a unique photo.

Due to increasing fraud attempts on the internet, we are looking to enforce all possible measures to keep our customers’ funds secure.

In order for you to proceed with the additional verification procedure, please record a short self-identification video with your document (passport). Please prepare your document and a piece of paper with the handwritten date of recording and our product's name.

Things you must perform in the video:

1. Say your full name, date of recording the video on the front camera, and that this video is dedicated to the additional verification process on our company's website.

2. Show what is around you, so that we can make sure there are no third parties nearby.

3. Wave your hand in front of your face for several seconds to make sure you are not using any face-editing software.

4. Show yourself holding your document, and a paper with today's date our product's name.

5. To make sure your document is genuine, please remove a piece of paper and show your document close to the camera, rotating it at different angles so we can see blinking holograms and watermarks on your document.

Best Regards,

BetSofa Verification Department

5 - I do the video and send it all in. I also send screenshots showing my ID and account verified via SUMSUB (as we all know the AI powered third party software used by 1000's of businesses that detects fake documents). This was from a different casino that uses SUMSUB.

No withdrawal and radio silence. You know as well as I do the casino is acting inappropriately and only because I won money.

Sorry ignore that post.

This is for a complaint I have against betsofa.

This west complaint is resolved.

Hello sageirsword,

I'm glad to hear that your issue with MrWest has been resolved.

I will be marking the complaint as resolved.

Please note that if you have an issue with a different casino, you have to submit a new complaint.

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/www.kpvfaw.com. Your honest review and any suggestions for improving our complaint resolution and mediation process would be invaluable. Your feedback could also assist others who are considering contacting us for help with online casino-related issues.

Thank you in advance for your time.

Best regards,

www.kpvfaw.com

We’ve reopened this complaint at the request of sageirsword. We would like to allow this case one more chance to be resolved and help both parties involved to reach a satisfactory conclusion.

Attached is the screenshot of the everything last sent.

Can you send me your email so I can forward you the live video I took downloading the bank statement from my account and uploading to show no metadata etc was changed.

Hello sageirsword,

Please forward any new or additional evidence to [email protected].

Regards,

Nick

Ive forwarded the statement I sent and video of me downloading it from my bank account. This was all sent to Mr West

Dear sageirsword,

Please forward the communication between you and MrWest casino related to this case to [email protected] as well as we have currently no information what is the casino requiring from you.

Awaiting your response.

Regards,

Nick

??This is what they requested (but with ID) months ago. I had to do a video of me taking the pic and uploading it on my phone for that as well as they kept saying 'metadata' was altered. They accepted the video and I had deposits and withdrawals. They had also previously verified my utility bill (I only get this posted).

They then asked for pdf of bill or bank statement.

So I have had to do the video showing me downloading the statement direct from my bank and uploading to email and sending.

Dear sageirsword,

Do you have the communication from months ago as it seems this e-mail was sent less then a week ago.

Additionally, can you please advise if you did forward them the documents again after this request?

Regards,

Nick

The video of me downloading the PDF bill and sending the pdf bill via email have been sent to the casino!

See them here.

Here is the email they sent almost two months ago saying the account was validated.

Now today! They have cancelled my withdrawal AGAIN and now requested the below...

Why did they request the pdf bank statement as proof of address if they are now requesting a proof of address next to my face in a selfie?

Why did they verify my account months ago now just to put me through this?

*ALSO, I already supplied two selfies when they verified my account originally?

This was my response to them. They have not responded to one of my emails.

Also the amount in the account is €530

They just sent me this email and this was my response.

The emails are becoming very conflicting, almost like they are being sent from two different people. They are also not commenting on which proof of address is needed, if my bank statement (with video of me downloading it) was accepted?

Having done some more research this company is the old 'West Casino' they were literally thown out of Malta and their MGA license revoked for this exact behaviour!

Also for context and to show the levels I have had to go to previously be told I was veirfied, attached is screenshot of me doing a video of me taking a passport pic and then uploading it straight to email and sending to west.

This was because they kept saying I was changing the metadata when I took the picture. Which I was not and didn't even know what it was until they sai

Thank you sageirsword for all the information provided. I will now forward your complaint to my colleague Kubo ([email protected]) who will be assisting you from now on.

Wish you best luck resolving it.

Regards,

Nick

Thank you!

Just to update the communications. Casino is still being extremely unclear.

Dear sageirsword,

It’s a pleasure to e-meet you. My name is Kubo, and I’ll be handling your complaint moving forward.

If there have been any updates or new developments since your last message, please don’t hesitate to share them with me.

In accordance with our standard procedure, I’d like to invite a representative from MrWest Casino to join this conversation. Their participation will help ensure a smoother and more efficient resolution of your case.

Dear MrWest Casino,

Could you kindly provide detailed information regarding the player's issue? Specifically, I would appreciate it if you could clarify the reasons behind the delay in processing the player's verification and withdrawal.

Thank you in advance for your cooperation and prompt response.

Best regards,

Kubo

Just to update, attached is the last email I sent back to Mr West. Sent 8 days ago. No response.

I have also forwarded them this complaint so we can mediate and resolve.

Dear Kubo,

From what I see the delay is due to the fact the player isn't cooperating with our team and providing the requested documents.

For reference, here is what was requested from the player:

1. Photo of a new Proof of Address document (this needs to be different document, not one previously provided) issued in the last 3 months, showing the player's name, full home address and a clear date of issue. For this specific section the following document types are accepted: electricity bill, gas bill, water bill, bank statement or tax statement;
2. Selfie of the player holding the Proof of Address - this needs to be the new Proof of Address that was requested;
3. Selfie of the player holding the passport next to his face.

These need to be uploaded directly to the player's casino profile or sent by email to [email protected].

Kindly note that we only accept the original photos taken, with the complete EXIF information available - showing the device used to take the photos, the date when they were taken and the other relevant information.

Photos should be clear and all the details, including the document background should be clearly visible.

Regarding the email the player attached a screenshot of in the previous reply, please note that the [email protected] address is strictly used to receive documents and inform players once they are reviewed. For any questions or concerns the player will need to contact customer support by email or Live Chat.

Warm regards,

Eva Stone

Head of Customer Experience

MrWest Casino

Hello,

How am I not cooperating? I have emailed you mutliple times over 8 days. You have also missed out responses to my questions and this is AGAIN the same copy and paste responses I am getting by email.

I will ASK again, and AGAIN point to evidence above.

1 - I previously uploaded a proof of address (Utility Bill - Posted. Sent a picture) This was verified along with my ID and previous selfie (Hence the attached email from you saying my account was verified). I then had withdrawals and deposits no issues. On a subsequent withdrawal you then asked for all these new things. My new proof of address you asked for in PDF. So I downloaded my bank statement directly from my AIB back office. I recorded my screen of me doing this and uploading it to my email and sending it to you in real time. (I had to do THIS SAME THING with ID previously as you kept saying I had changed meta on it. I had not). Has my AIB bank statement been accepted? If not then why? You previously requested in emails that the selfie holding the proof of address needs to be the same one. Now you say above different one? I only have my utility Bill and my bank statement. I have a phone bill as well for my three phone? Which proof of address do you need and which selfie do you need with it?

2- I already provided a selfie of me holding my passport? You always say meta is changed? What can I do?

I can record a video and upload it to you if you like? Would this help? Or I can do a video call? I am not sure of the issues here as I was previously verified and withdrawals were no issue. You have now suddenly begun to act in a very obtuse way and making it impossible to verify despite me sending in all the docs (and more!) but you keep claiming they are wrong...

I am uploading everything I have previously provided in this thread (and were verified) for Casinoguru to see. (I cannot upload my bank statement as it's pdf or the videos. But I have sent these to CG on email).

I have also informed the casino I am in the midst of moving from Ireland back to Sweden (stopping in UK for my mother) due to family illness, so will need the account updated or closed.

Just adding where they stated the proof of address needed to be in PDF format, whilst simultaneously needing a selfie with it....

Dear MrWest Casino,

According to the available information, the player has already submitted the requested documents in line with your requirements. The photos are also visible in the complaint thread, with the exception of the requested selfie holding the proof of address.

Could you please clarify exactly what, aside from the aforementioned selfie, is still missing? Additionally, what are the current issues preventing you from accepting the documents already provided?

Would you be open to conducting a verification call with the player as an alternative means of completing the verification process?

Thank you for your response.

Thanks kubo. Also need clarification on the following (Which i've asked for clarifty on a number of times'

1 - I previously uploaded a proof of address (Utility Bill - Posted. Sent a picture) This was verified along with my ID and previous selfie (Hence the attached email from you saying my account was verified). I then had withdrawals and deposits no issues. On a subsequent withdrawal you then asked for all these new things. My new proof of address you asked for in PDF. So I downloaded my bank statement directly from my AIB back office. I recorded my screen of me doing this and uploading it to my email and sending it to you in real time. (I had to do THIS SAME THING with ID previously as you kept saying I had changed meta on it. I had not). Has my AIB bank statement been accepted? If not then why? You previously requested in emails that the selfie holding the proof of address needs to be the same one. Now you say above different one? I only have my utility Bill and my bank statement. I have a phone bill as well for my three phone? Which proof of address do you need and which selfie do you need with it?

Dear Kubo,

Thank you for your response!

As the verification process is conducted in line with our internal policies and regulatory requirements, the player will need to follow the instructions given by our dedicated team, which I have also mentioned in my previous reply.

The photos the player has sent directly to our so far have all been rejected and the player has been instructed to take new photos (these should have all the relevant exif information and clearly show that they were taken after our request) and provide them. I am including the list again for reference:

• Photo of a new Proof of Address document (this needs to be different document, not one previously provided) issued in the last 3 months, showing the player's name, full home address and a clear date of issue. For this specific section the following document types are accepted: electricity bill, gas bill, water bill, bank statement or tax statement;
• Selfie of the player holding the Proof of Address - this needs to be the new Proof of Address that was requested;
• Selfie of the player holding the passport next to her face.

Warm regards,

Eva Stone

Head of Customer Experience

MrWest Casino

Again, this response ignores all the points I am raising/the previous requests they made? This is clearly deliberate from Mr West (aka West caino, and the reason they were run out of MGA).

1 - I previously uploaded a proof of address (Utility Bill - Posted. Sent a picture) This was verified along with my ID and previous selfie (Hence the attached email from you saying my account was verified). I then had withdrawals and deposits no issues. On a subsequent withdrawal you then asked for all these new things. My new proof of address you asked for in PDF. So I downloaded my bank statement directly from my AIB back office. I recorded my screen of me doing this and uploading it to my email and sending it to you in real time. (I had to do THIS SAME THING with ID previously as you kept saying I had changed meta on it. I had not). Has my AIB bank statement been accepted? If not then why? You previously requested in emails that the selfie holding the proof of address needs to be the same one. Now you say above different one? I only have my utility Bill and my bank statement. I have a phone bill as well for my three phone? Which proof of address do you need and which selfie do you need with it?

2 - Casino Guru, what EXIF etc has been changed on the documents I have uploaded here and provided? Can you or Mr West provide any proof of this? ( I realise you are not claiming I have done this).

3 - I have no other proof of addresses from my previous Irish address other then my utility bill (WHICH WEST ORIGINALLY ACCEPTED) and my AIB bank statement (Which I downloaded and did a video of me doing so and uploaded a video of. Still no clarification on if this was accepted or declined, reasons??). I have an old posted water bill to that address which is still in date? Will this do?

4 - I am between the UK and moving back to Sweden now due to my mother. So I'm not really sure what relevance the proof of address now has as my lease is up at the end of June?

5 - I can record a video and upload it to you if you like? Would this help? Or I can do a video call? I am not sure of the issues here as I was previously verified and withdrawals were no issue. You have now suddenly begun to act in a very obtuse way and making it impossible to verify despite me sending in all the docs (and more!) but you keep claiming they are wrong...

Mr West continuously ignoring my points/requests for clarification due to their conflicting requests, won't help this complaint get resolved. But it WILL help Mr West continue to attempt theft. I have offered to do verification videos, I have also filmed myself taking pics, uploading pics, downloading bank statements and emailing them directly to Mr West (CG have these videos sent to them).... There is nothing else a player can do here.

Dear MrWest Casino,

According to the data provided, the player submitted a bank statement as proof of address, in line with your stated requirements. Additionally, she included a video demonstrating how the document was exported directly from her internet banking account, clearly verifying the authenticity and source of the file.

Given this, we are unclear as to why the statement has not been accepted. Could you kindly clarify the specific reasons for its rejection?

Thank you in advance for your response.

Dear sageirsword,

Regarding the photos with missing EXIF data, could you please provide more detail about how the images were handled? Specifically:

• What device did you use to take the photos?
• Did you attach them to the email directly from your phone?
• Were the images exported, edited, or converted using any app before being sent to the casino?

Your clarification will help us better understand the issue and assist you more effectively.

Thank you in advance.