Paston Casino - Player's withdrawal is blocked due to KYC verification.

I'm trying to make a complaint but it gives me an error when sending it says captcha error. I will attach the screenshot of the error. My complaint is related to the casino paston I need help please. They blocked my withdrawal button for the kyc verification which I have been doing correctly for two weeks now. I have had previous withdrawals with the casino but this time they won't let me withdraw 4000 euros because they are in the process of verification. I have spoken to them several times and they tell me to be patient because it is in process. But it is taking a long time. I need your help to see if you can do something. I have never had anything like this happen to me and I don't understand this casino because I have this with several people. Name: hicham ****

Dear guiassi7,

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

• Could you please list which documents you have already provided and when exactly you sent the last one?
• Have you provided all the required documents as soon as possible and in the correct format?
• Which documents did the casino request from you?
• When was the last time you successfully withdrew from the casino?
• Could you please share with me your communication with the casino? Send emails or chat transcripts to my email at tomas@casino.guru, or post screenshots here

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,

Tomas

Dear guiassi7,

Thanks for the provided information.

• Have you received any updates from the casino since your last message regarding our verification and withdrawal?

If you have trouble responding to the complaint thread, please let me know via email.

Dear guiassi7,

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.

Unfortunately, the player has not responded to our messages and questions. Consequently, we are unable to investigate further and have no choice but to reject this complaint.

The player can reopen this complaint at any time.