MrWest Casino - アカウント確認の問題により、プレイヤーの引き出しが遅れています。

I won an amount. Than my account was not veryfied. I did already at start but they told me that a few documents are not accepted. I delivered these again but still NO SIGN or clear info from them. Withdrawal is made 26-januari. When I go to their chat it takes minimum 20min before they responding.

Important notice:

Casino Guru will never ask for payments or access to your accounts to complete KYC. If someone claims to be from Casino Guru and does that, do not share any information.

We only contact players through this official complaint thread or via @casino.guru e-mail addresses. Always check the sender’s domain and verify your complaint resolver’s e-mail address by clicking on their avatar visible inside the official complaint thread.

If anything seems suspicious, contact us directly.

Stay safe.

Hello,

Thank you very much for submitting your complaint. We are sorry to hear about the issue with your withdrawal and understand your concern. However, please bear in mind that it’s quite usual for withdrawals to take a couple of days or even weeks to get fully processed. This means that it may take some time before your money appears in your account. This delay may be caused by unfinished KYC verification or a high volume of withdrawal requests. That’s why we advise players to be patient, cooperate fully with the casino, and wait at least 14 days after requesting their withdrawals before submitting a complaint. If your account has been successfully verified, your game history checked, your withdrawal approved by the casino, and you still haven't received your winnings within 14 days since requesting the withdrawal, please let us know, and we will intervene and try to help you.

Thank you in advance for your patience and understanding.

Best regards,

Veronika

Dear Klaas-fair,

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.

Hello Klaas and Veronika,

Following a review of the account, please be advised that the verification process was successfully completed on February 3rd.

Furthermore, the withdrawal request in the amount of EUR 200, submitted on February 8th, was duly processed and released by the casino on February 13th.

Should you require any further clarification or assistance, please do not hesitate to contact us or reach out to our customer support team.

Kind regards,

Eva Stone

Head of Customer Experience

Based on the developments, it seems that the issue may already be resolved. However, since the complaint was submitted by the player, we believe it’s only right to mark it as resolved only after we receive their confirmation.

Without that confirmation, we’re closing the case as rejected for now.

If the player returns with an update or still needs assistance, they can reopen the complaint at any time — and we’ll be ready to help.