WestCasino - El jugador enfrenta problemas de verificación que impiden el retiro.

Good day,

I hope you can assist me with this matter.

After making several deposits, I would like to make my first withdrawal. However, I am unable to do so due to the verification process, as the only identification document I have is my driver's license.

I have sent a total of 4 different proofs of address, bank statements which also show my deposit, my birth certificate, an expired passport, and of course my driver's license.

Is it really legal to deny me the payout?

So far, I've never had any issues with verification due to my driver's license in any other online casino.

Guten Tag,

Ich hoffe ihr könnt mir in dieser Angelegenheit helfen.

Ich würde nach mehrmaligen Einzahlung gerne meine erste Auszahlung vornehmen jedoch scheitert dies am Verifizierungs Verfahren, da ich als Ausweisdokument nur meinen Führerschein besitze.

Ich habe insgesamt 4 verschiedene Adress Nachweise gesendet, Kontoauszüge auf denen auch meine Einzahlung ersichtlich ist, meine Geburtsurkunde sowie einen abgelaufen Reisepass und natürlich den Führerschein.

Ist es wirklich rechtens mir die Auszahlung zu verweigern?

Ich hatte bis jetzt in keinem anderen Online Casino ein Problem mit der Verifizierung aufgrund des Führerschein.

Dear Eskimee, 

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. 

Please understand that KYC is a very important and essential process, during which the casino makes sure that the money is sent to the rightful owner. As they don't have the luxury of being able to physically see all of the players and check their identification and documents, this is the only way gambling establishments are able to complete the verification procedures. None of the serious and licensed casinos take KYC lightly and it might take a few working days to complete this thorough process. 

Is your proof of address the only document that has not been verified by the casino?

Did the casino provide a reason for not accepting your driver's license as proof of address? Have they suggested you submit some other document to verify your address?

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

Best regards, 

Veronika

Good day,

I was not told why the driver's license is not accepted at WestCasino.

In the live chat it was said that a driver's license would also be in order.

I have a total

- 3 different address proofs

- the driver's license

- an expired passport

- my birth certificate

- 4 bank statements

- Photos of my ATM card

Deposited.

Unfortunately, after submitting my birth certificate as the last document, I received no response.

Guten Tag,

Warum der Führerschein im WestCasino nicht akzeptiert wird, wurde mir nicht mitgeteilt.

Im Live Chat hieß es,dass auch ein Führerschein in Ordnung wäre.

Ich habe insgesamt

- 3 verschiedene Adressnachweise

- den Führerschein

- einen abgelaufenen Reisepass

- meine Geburtsurkunde

- 4 Kontoauszüge

- Fotos meiner Bankomatkarte

Hinterlegt.

Nachdem ich als letztes Dokument meine Geburtsurkunde eingereicht habe erhalte ich leider keine Antwort mehr.

With my insurance card and proof of citizenship it now worked!

Many thanks for the help!!

Mit meiner Versicherungskarte und dem Staatsbürgerschaftsnachweis hat es nun geklappt!

Vielen Dank für die Hilfe!!

I'm glad to hear that your account is now verified. Would you like to keep this complaint open until you receive your winnings, or should we close it? Please let me know.

Dear Eskimee,

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.

It appears that this issue may have been resolved, but without confirmation from the player we are forced to reject this complaint.

The player can reopen this complaint anytime.