It's all crap. They've had 9 passport pics and a video. You can see everythings clear. They simply want to commit theft as I said I was closing my account.
It's been two days and no responses on the complaint.
Just seems like no one wants to help players anymore and they allowing casinos to scam players.
In the upper right corner you have a timer that shows how long each side has to answer. Unfortunately, Tomas has not only your complaint but a lot of others and therefore it is not easy to answer right away. He tries to do what he can to make sure that every player with whom he has a complaint doesn't wait too long. So you don't need to be afraid that he doesn't want to help, but you need to be patient. I'm sure he'll get to you soon.
Just a little update -
Tomas response -
Dear all,
After discussing the case internally, we would expect the casino to agree to a verification call, as we don't see any issue with the documents submitted thus far. A verification call should allow the casino to dispel any concerns regarding the documents already provided.
Dear WestCasino,
please make it happen and let us know about the result.
West Casino response -
Hello masonjones,
Thank you for your reply!
I'm not sure why you are not willing to collaborate for the verification process.
A photo as requested can be easily taken with any smartphone or camera in proper lighting. Refusing to provide this will only delay the process further.
----
They are just trying to ignore reality. Ive sent over 7 pictures, done a video, agreed to a live video (they've said no). They ignored the picture I sent 6 days ago. Casinoguru have said the pictures are clear, ECOGRA have said they are clear. Everyone else is wrong but West. They are attempted theft and are scammers.
I went to citizens advice on friday and they have told me to instruct solicitors. So Ive done that.
Another terrific response from these criminals -
Hello masonjones,
Thank you for your reply!
If you don't wish to comply with our requests, you can wait for your eCogra complaint to be resolved.
We have provided them with all the relevant information related to your case.
All the best,
Eduard
Just a reminder on the reality -
Reality
7 Passport Pictures sent in.
1 video sent in.
Proof no metadata has been changed.
The last picture sent in 6 days ago not reviewed nor responded to.
Casino Guru employees (Multiple) and ECOGRA stated all pictures are clear.
Player has offered to do a verification Call. West Casino have refused.
Random stranger at West Casino claiming everyone is wrong and they are right in saying the images are not clear.
Random stranger at West Casino not stating which area is not clear and refusing attempts to resolve.
EU consumer law/Carribjustice courts dictate if a vendor refuses a consumers custom they are legally obliged to refund deposits. West Casino are breaking the law.
Solicitors are instructed.
I have looked into your complaint and I have also consulted with Tomas. I honestly can't say what more the casino wants from you. When you say that eCorga has decided that the photos are also clear enough, that's good news. I think call would be able to solve it and they would see everything, but I don't understand this attitude from their perspective.
And so I think if there is not a reasonable agreement, there will probably be consequences. Especially if the authority is on your side.
I will be interested in further developments, so be sure to let me know if you happen to have any other relevant information.
After a month all that has happened is Tomas has closed the complaint and said the above…
The complaint is with ECOGRA. But from what I’ve found out they are funded by casinos so why would they side with me?
I had done the complaint on this public forum so other players could see the conduct of West and Casino Guru could help me actually get answers.
All that’s currently happened is West have been able to reject everything with invalid reasons, refuse requests to do a video and then ignore my last picture I sent in?
None of this has helped at all.
It is unfortunately a procedure that is the same for every player. If you make a complaint to the authority, it's basically in their hands and their decision is more important. So that's why it's been closed like this for now. We usually advise players to complain to the authority when we can't help, so unfortunately it's like this at the moment.
But you know our view on the situation and I'm curious to hear what they have to say. You said that eCorga told you that your photos are clearly visible and that's the whole case here, so from what you stated, it doesn't seem to me that they are in cahoots with the casino.
As soon as you have concrete information and the result, let me know.
I'll keep my fingers crossed. 🤞
The other post should be linked to West Casino page on CG.
How can CG give West and 8.5 yet users rate it terrible? Having looked at the players complaint and the way West behave I think this should be updated. This kind of behaviour can make people mentally sick.
Sorry, but I do not understand which post you have in mind or what exactly you mean.🤷♀️
Do you have some kind of issue with this casino that we could help you with, perhaps?
Whenever you look at the reviews of any online casino on our website, you will find this tab there where the safety index is always explained, so everyone can better understand what we give it for. Sometimes the user experience could be bad at a better casino, and sometimes it could go the other way around. Only if players file a complaint about this casino will the safety index be affected. If you wish, here you can read something more about how it actually works.
Please let us know if we can be of any help.
Think shes referring to my post here - https://casino.guru/forum/complaints-discussion/west-casino-dark-side-mga-ecogra-solicitors---a-case-study-live-updates/2#post-120727
Yes, it's quite possible that's what the player meant. It's not all good as it turned out, but I hope it's not all over yet and fairness will eventually prevail. 🤞
I think my thread should be linked.
There will be other players who are going through this hell!
What do you mean, the one you posted before is linked. Do you mean your complaint or something else ?
Si el retraso en el pago es el caso, entonces me dicen que los documentos son ilegibles... ¿tienen las esquinas cortadas? ¡¿Eh?!
Y querían cada vez más los documentos reales que se requieren para un pago, toda mi vida, por así decirlo.
Ahora tengo una queja pendiente sobre pago etc...hoy como en la foto seguí jugando con una apuesta de 240€ por vuelta y luego llegué a 61.252,95€.
Escribí un correo electrónico para intentar encontrar una solución, un acuerdo, un compromiso sobre la cantidad, yo habría renunciado a una parte. Bueno, y me puse a trabajar, ¿solución, compromiso o abogado y tribunal? Por supuesto, redactado de otra manera 😜 poco después quise iniciar sesión, pero me bloquearon, lo que significa que no nos importa, adiós 😏👎 😡 dije ayer en el chat que me han engañado durante dos días, incluso con respecto a los documentos, y no se cargaron mediante captura de pantalla, sino que se volvieron a fotografiar, pero aún son ilegibles y se están procesando nuevamente o ni siquiera comenzaron 😡
¿Qué más puedo hacer aparte de contratar un abogado y acudir a los tribunales? ¿Denunciarlos? Si es así, ¿dónde?
Un cordial saludo, René
If you have a similar problem as the player before you, I would try to file a complaint with us and see what can be done. So obviously you didn't pass the verification as you describe, and did you send the document that the casino said was not readable again ? Did you ask why your account was blocked? No compromise as you say was agreed upon ?
My situation was different, they fully verified my account even I was coming from a blacklisted country.
So my id, bank account,income proof etc.all this documents.They allowed me to deposit real money after they blocked my account and they told me I broke they're terms and conditions!!
This casino is insanely scamming people.
Well, I have read a case that was also closed here as unjustified. Branislav explained in detail several times how it works and why some situations occurred.
I think you also have to be aware that not everything works the way you might have seen it, and so although I am sorry, we tried to resolve it as fairly as possible.
At the very least, it was an experience for you to keep an eye out for such things.
Funny fact is they didn't reply to any of my emails, requests from January 2023.
So imagine how sneaky they are.
On chatt support I go and they said always we can't help you because you're not logged in,and I've said how I can login if my account is blocked? And they told me always,send an email,and I explain to them that I've sent many emails and I don't get answers,and I repeat the Story,is like a loop,and they simply refuse any answers.comunication
He presentado una reclamación, la verificación está disponible... Poco después volví a intentarlo por correo electrónico, pero fue en vano. Son insensibles y no les importa en absoluto. Como se trata de una suma considerable, mi cuenta fue bloqueada. Luego recibí un correo electrónico con la misma solicitud de documentos... a lo que simplemente dije que no tenía fuerzas, que no quería perder el tiempo, a pesar de que ya se habían solicitado suficientes documentos y se habían presentado varias veces, de forma clara y ordenada. Luego sugerí un compromiso por correo electrónico: al menos obtendría los 2000 € que ya se habían solicitado, una pequeña parte de los 61 000 €, y sería tan generoso que regalaría el resto, pero entonces se cerraría el capítulo. Entonces les dije que me lo hicieran saber, de lo contrario ya saben sobre el sistema judicial con demandas y daños y perjuicios, y entonces tendré que ir a los tribunales con mi abogado y otras dos personas. Bueno, la pregunta ahora es: ¿usted o su gente lograrán resolver esto sin problemas o terminará en los tribunales?
Going to court is a solution against this scammers,but the whole process can take years and thousands of euro involved for the lawsuit companies.
This casino refuse to stand up and deal with clients issues,is easy for them to hide behind they're messy Terms and conditions.
Even they're license Holder,MGA Authority don't do anything against them,for 1 year I showed them the illegality and nobody did anything against.
My opinion is stay away for online casinos with such bad reviews like westcasino
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