Paston Casino - Player’s withdrawal is delayed due to verification issue.

Hello, I want to withdraw €1,500 and they won't verify my phone contract.

Dear Nerea86,

Thank you very much for submitting your complaint. I’m truly sorry to hear about the difficulties you're encountering.

Please understand that KYC (Know Your Customer) is an essential process for all serious and licensed casinos. It is designed to ensure that the funds are transferred to the rightful account holder. Since casinos cannot physically verify players’ identities, they rely on document verification as the only way to confirm that everything is legitimate. This process may take a few working days to complete, as it’s a thorough procedure to ensure the safety and security of all involved.

• To assist you further, could you please let me know which documents you have already provided and the date on which you sent the most recent one?
• Have you made sure that all required documents were submitted in the correct format and as soon as possible?
• Additionally, is the phone contract the only document that has not yet been verified by the casino? If so, did the casino explain why the document you provided was not suitable for verification?

We’re committed to helping you resolve this issue as soon as possible, and your cooperation in providing these details will be invaluable.

Thank you again for your patience and for taking the time to clarify these points.

Best regards,

Veronika

They validated my ID, they do that often because that way you can deposit money without any problem, you don't have any problems there.

The bank card that took me more than a week to get validated.

The bank account was more of the same, it took him a while to validate it.

And now I'm waiting for the phone contract, which I've been waiting for for over a week, and the answer is that they're looking into it...

Thank you for your response. Could you please forward me the phone contract you sent to the casino for verification? You can send it to my email address: [email protected]. Kindly provide me with the communication between you and the casino’s customer support regarding the verification of your phone contract as well.

Additionally, could you confirm if this document is intended to serve as your proof of address?

I already sent you the phone contract which I sent for verification.

Thank you for the email. The phone contract was issued on 11/06/24. Generally, the documents requested by the casino should be issued within the last 3 months.

Could you please specify why the casino requests a phone contract from you? If you have any communication between you and the casino customer support regarding the verification of your account, please forward it to me at [email protected].

When I registered, I used a different number, and when I wanted to change it, they asked me to send them the new phone contract, which I did. And I still haven't received a response.

It's been 3 weeks now and they still haven't verified anything.

Thank you very much, Nerea86, for your cooperation. I will now transfer your complaint to my colleague Romi ([email protected]) who will be at your service. However, I would like to warn you that it seems to be a common practice of Paston Casino to ignore us completely in our attempts to mediate any kind of issue. Regardless of many unresolved complaints marked "No Reaction Policy", we keep on trying.

Maybe I should report them. A licensed betting house is supposed to be legal, and they're anything but legal... They're all hassles trying to collect something that's yours and cost you a fortune to acquire... But when you deposit money there, there's no problem.

Hello Nerea86,

My name is Romi, and I will be assisting you with your case. I would like to request the presence of a representative from the casino in this conversation.

Dear Paston Casino,

Could you possibly provide additional information regarding the withdrawal and clarify the situation?

Thank you in advance.

Respectfully,

Romi

I do nothing but send them emails and when they reply that they always don't do it, they reply that they are checking it.

In response to your inquiry, we inform you that your request is pending approval by the department that requested it. We remind you that the department does not have a set deadline for processing the documentation, as each case requires the necessary time to resolve and is processed in the order it is received.

We apologize for the inconvenience and ask for your patience while your case is being resolved.

If you have any other questions, you can contact us through the PASTÓN.es Live Chat or by calling Customer Service Monday through Sunday, from 9:00 a.m. to midnight. And don't forget that, at PASTÓN.es, we ask you to play responsibly .

Sincerely,

Customer Service

Their answer doesn't know how to say anything else and I want to collect what is mine

We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.

Dear Nerea86,

I apologize, but since we haven’t received any response from the casino regarding the issue, we cannot continue resolving this complaint, and we are forced to close it as ‘unresolved.’

Normally, in order to reach any kind of agreement, all three parties (player, casino, and mediator) need to communicate closely. Unfortunately, this is not the case, and we were left alone in our attempt to solve this issue.

I am very sorry I couldn't be of more help, but at least closing this complaint as unresolved will negatively influence the casino's rating, and other players can read about your experience in our review.

The casino can reopen this complaint anytime.

Best regards,

Romi