Hei,
West casino updated their site and after 9 days of pending my withdrawal was cancelled. The say it was due to a technical issue... I am wondering do I now have to wait another 9 days? I have seen other players complain of problems since they updated the site 4 days ago...
Anyone know if they going out of business?
Have you tried to ask the support how long you would wait for the withdrawal, perhaps? Is your account fully verified at this casino?
We have no such information about the casino.🤷♀️
ei
Just tell me to wait. They think that appropriate to wait 9 days, withdrawal to faily then wait more.
Account is verified. Played for almost 1year and 5 months, many deposit and withdrawal.
First time they made strange issues.
Think i want to warn players just in case
It's always kind of weird when the casino support or chat operator can't say anything close to an involved explanation. I think I understand how it feels.
Frankly, not much to think of lacking something solid. I just checked its user rating, and it is literally terrible.
I'd say this is a sort of a warning too, but I will gladly follow your updates.
Hi all,
Just want to bring attention to West Casinos illegal attempts to claim documents are not readable and metadata is being manipulates. COMPLETE LIES.
Here is my complaint thread and happy for people to track this -
https://casino.guru/westcasino-player-s-withdrawal-delayed-due-to-verification
Has anyone else had major issues with this site?
Hi, I have read and looked at your complaint and I don't know what specifically the casino doesn't seem to see clearly on your passport. I might try to take a picture of one side and then take a picture of the other side of the one you sent in the complaint. You understand, that is, the top and the bottom separately.
But that's the only thing I can think of, because I don't know what the problem is or what you should have done differently.
Of course Tomas, who is trying to help in this situation, will probably know more and will be able to guide you.
If by any chance you succeed, let me know, because I'm quite interested in what photo you should send. 🤔
I have proven in my complaint the images are clear and the EXIF/METADATA has not been edited.
I am waiting for Tomas to respond.
I have contacted ECOGRA and the MGA.
I only played there due to the casino being rated an 8.5 on this site, or I wouldn't have touched them. I have no confidence in sites rated high on here anymore due to this.
Yes I have seen all screenshots and pictures. So we'll both have to wait and see what Tomas gets to. I don't know how much information should be visible because for me personally I don't see it as bad either. But I won't get ahead of myself because I don't evaluate such things and I'm just an admin on the forum. So I'll leave it to the specialists and we'll see what we come to.
This was their response to me uploading all HD pictures taken with my iphone and perfectly clear. As well as uploading proof all the metadata and EXIF is intact and not edited or changed.
They have also ignored my requests to provide their 'proof' any metadata or exif has been changed.
As well as to provide any proof the images are blurry.
They are lying scum bags and simply doing this as I have requested my account closed. I have contacted ECOGRA.
Hi Radka,
See my complaint with these scammers. How can the user score be so low and casinoguru rating be so high?
Yes I saw the answer too. Tomas suggested what else could be a solution, and I think a verification call would probably be the easiest thing to do, since I have a feeling that this is a never-ending story.
As far as the safety index is concerned, almost every complaint has been resolved by the casino and this is the main reason you can see why they have the safety index they have.
If you would also like to see how we rate casinos, you can do so by clicking on this link, which will answer your questions.
I understand that this is a difficult situation but I firmly believe that it can be solved.
Is Tomas actually helping resolve this?
Here is his last response and my response….
At present West Casino have not provided any proof the images are blurry and/or the metadata has been altered. I however have provided everything to the contrary. Casinoguru have not once asked West Casino to prove anything they are saying.
How is fair or efficient?
I think this casinos rating needs to be reviewed immediately looking at user feeeback for the last few months and my experience here.
If Tomas needs something from the casino, he will surely ask them, so you don't have to worry about him not doing anything.
While I understand your frustration, I think he came up with the best possible solution. There will only be one verification call and you won't have to upload the same photos I don't know how many times with the same result.
Don't you think ? 🤔🤷♂️
Tomas hasn’t responded to one of my emails and hasn’t compelled to actually answer any of the simple questions I’ve asked to prove their accusations.
West also ignored every time Tomas asked about a video.
I have now taken a picture on my phone and highlighted the Metadata information and uploaded it all to my complaint. I also did a live screen recording and emailed that to Tomas, west and ECOGRA so west could not claim the image had been changed or resized.
Utterly disgusting behaviour.
The complaint specialist is normally not the one being asked questions, he normally is the one asking question to both the casinos and the players and they also normally ask the same questions you ask the casino.
If you need to add photos I recommend you to upload them in the same complaint section where you reply to the complaint, this information will be kept private and only the complaint specialist and you (and probably the casino) will be able to see them, sending mails I suppose only makes everything slower
Tomas hasn’t responded to one of my emails and hasn’t compelled to actually answer any of the simple questions I’ve asked to prove their accusations.
West also ignored every time Tomas asked about a video.
I have now taken a picture on my phone and highlighted the Metadata information and uploaded it all to my complaint. I also did a live screen recording and emailed that to Tomas, west and ECOGRA so west could not claim the image had been changed or resized.
Utterly disgusting behaviour.
You don't have to worry as I have already mentioned. Tomas doesn't have only your complaint and he doesn't work 24/7. He will get to everything and will ask the casino again when necessary. I believe it has been difficult to deal with something like this for quite a long time, but we are trying to help as best we can. So the best thing to do is to be patient and we will see if everything will be alright this time. Casino hasn't commented on the new photos yet ?
I do have to worry.
Go and look at the complaint thread. They are screwing with Tomas and trying to change reality. They claimed all the new photos and video (taken with the iphone 13) were not clear!!! They won't speicify which parts of the passport are not clear.
Look at the attached zoomed in section of the passport (have taken out numbers). Even zoomed in, would you say this is clear???
(whole passport is like that)
There is no need to share such data on the forum, I have seen your complaint and the passport in it, and I have already said that I am not sure what specifically bothers the casino and what it does not see clearly. I don't know what other photos you should send and if even the video was rejected it would probably be the best idea to give the casino a call. That seems to me the only normal solution to the situation, otherwise you will probably spin in circles.
We'll see what Tomas suggests, but I certainly wouldn't want to be in your shoes. It looks like a nightmare. 🙁
I edited out all the private info. I am happy for it to be here to name and shame this scam site.
I ALREADY DID A VIDEO. They werent happy. All that is happening is I am sending perfectly good images over and over and they are saying they aren't clear, without giving any specifics. You me, tomas and the world can see they are clear. This is gaslighting and discrimination and is effecting my mental health now.
It seems nonsensical to me that the casino will always just give a general answer, and if they are bothered by something they don't see or isn't clear, then they should say so. I honestly don't see how it should be visible and what else you should do.
However, I don't work in a casino and if they have procedures, they have to follow them. I am curious what solution Tomas will come up with or if the casino will be willing to make a call with you. That might solve this whole problem once and for all, because it would annoy even me if I were you.
Let's wait for Tomas to write a complaint.
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