MrWest Casino - La solicitud de retiro del jugador está retrasada.

I have sent photos several times but they were rejected each time because they were out of focus. I was asked to send selfie pictures with my ID and proof of address, which I did and you can see everything.

Habe mehrmals Fotos geschickt die jedesmal abgelehnt werden mit der Begründung die wären unscharf ich soll selfie Bilder schicken mit meinem Ausweis und Adresse Nachweis habe ich getan man kann alles erkennen.

Hello,

Thank you very much for submitting this complaint. I'm sorry to hear about the problem you're experiencing.

When uploading photographs to the casino for verification, please keep the following in mind:

• The photo should be clear and of high quality.
• All information on the document should be easily readable.
• Your face should be fully visible and not covered by the document.

Could you please retake your photo in good natural light, in high resolution, and ensure that your face is not obscured by the ID?

When was the last time you submitted your documents for verification?

Have any of your documents already been approved by the casino’s verification department?

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

Important Notice: Casino.Guru will never ask you to make payments or grant access to your accounts in order to complete KYC on your behalf. If anyone claims to be from Casino.Guru and requests such information, do not share anything with them.

All communication from us will be through this official complaint thread or the official email addresses provided in your case. Please always check the domain of any email you receive and verify that it truly comes from us. You can confirm this by clicking on your complaint resolver’s profile.

If you notice anything suspicious, don’t hesitate to reach out to us directly.

Thank you for your patience, and stay safe.

I submitted pictures again yesterday and am still waiting for a response as they always take a long time. As soon as I get a response I will get in touch again.

Habe gestern nochmal Bilder eingereicht warte noch auf Antwort da lassen die sich auch immer viel Zeit sobald ich Antwort bekomme werde ich mich nochmal melden.

My pictures were rejected again on the grounds that they were blurry.

Es wurden wieder meine Bilder abgelehnt mit der Begründung die wären unscharf.

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

We'd like to inform everyone following this case that the player has marked this complaint as resolved using the dedicated button.

Dear melaniehorstmann8327,

We are pleased to hear that your issue has been resolved. We will mark the complaint as 'Resolved' in our system. Thank you for your cooperation and confirmation. If you experience any future issues with this or any other casino, please don’t hesitate to reach out to our Complaint Resolution Center. We are here to assist you.

As always, our services are free of charge, and we do not 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://trustpilot.com/evaluate/casino.guru. Your honest review, along with any suggestions for improvement, would be incredibly valuable. It can also help others who are considering contacting us for assistance with online casino-related matters.

Thank you in advance for your time and feedback.

Best regards,

Romi