Paf Casino SE - Pelaajan kotiutus viivästyy tulojen varmentamisen vuoksi.

I've been waiting almost two weeks for them to verify my income. They claim it can take up to 6 months.,

Väntat snart två veckor på att dom ska verifera min inkomst. Dom hävdar det kan ta upp till 6månader.,

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Dear Sbro8787,

Thank you for submitting your complaint. I’m very sorry to hear about the difficulties you’re experiencing and appreciate you bringing this to our attention.

Please note that KYC (Know Your Customer) verification is a mandatory security process designed to protect both players and the casino. Because online casinos cannot verify identities in person, KYC is the only reliable method to confirm that an account and its funds belong to the rightful owner. Licensed, reputable casinos handle this step carefully. Although verification can sometimes take a few business days, it is carried out to protect you and prevent misuse of your account.

To help us investigate and expedite the process, could you please provide the following details:

• Do I understand correctly that verifying your income seems to be the only issue?
• Have you provided any other documents to verify your identity and have they all been approved?

We hope to resolve this matter quickly. Thank you in advance for your reply and cooperation.

Best regards,

Kristina

The only thing is source of income and I have submitted both so they have permission and check my bank account and also manually. They wrote yesterday that this may take 6 months for them to check through. I log in via BankID so everything else is verified and clear.

Det enda är inkomstkälla och jag har skickat in både så dom har medgivande och kolla mitt bankkonto och även manuellt . Dom skrev igår att detta kan ta 6 månader för dom att kolla igenom. Jag loggar in via BankID så allt annat är veriferat och klart.

I also want to point out that this also applies to their other casinos x3000 and speedycasino. I have withdrawals on all of those sites. They are part of the same group or whatever they say so I hope that if I get verified on one that they will cover all of them because I have done the same thing on all of those sites and sent everything they asked for.

Jag vill även poängtera att detta gäller även deras andra casinon x3000 samt speedycasino . Har uttag på alla dom sidorna. Dom ingår i samma koncern eller vad man säger så jag hoppas ju att om jag verifieras på en att de ska täcka alla för jag har gjort samma sak på alla dom sidorna och skickat allt som dom bett om

Thank you very much for your reply, Sbro8787. Could you please forward all relevant correspondence between you and the casino to kristina.s@casino.guru? If it’s more convenient, you may also post screenshots here. I understand this may take time, so I appreciate your assistance.

have sent you an email. Can also attach the latest email from them here.

har skickat ett Mail till dig . Kan även bifoga senaste mailet från dom här.

Still no feedback from the casino?

Fortfarande ingen återkoppling från casinot ?

Why don't you answer anymore?

Varför svarar ni inte längre ?

I would like to emphasize that this is not a live chat, so you don’t need to send multiple messages. We are currently handling hundreds of active complaints, and although we do our best to respond promptly, we cannot reply immediately to every message. We have up to seven days to respond to each complaint and will get back to you as soon as possible. Thank you for your patience and understanding.

I have received your email; however, it appears to contain correspondence from a different casino (the same applies to the screenshot shared in this complaint thread). For this reason, I kindly ask you to forward the communication specifically between you and Paf Casino.

Additionally, if you are experiencing issues with another casino, please submit a separate complaint, as we are unable to contact or investigate multiple casinos within a single complaint thread. Thank you for your understanding and cooperation.

I haven't received a response from PAF and I can't log in to their site either. They have blocked me in the meantime. And I don't get any responses from them either, and these casinos are part of the same group. But PAF doesn't give any answers and customer service can't answer anything either. It's been a month now and no one has heard back.

Har inte fått svar från PAF och kan inte logga in på deras sida heller . Dom har stängt mig under tiden . O jag får inga svar från dom heller , o dessa casino ingår i samma koncern . Men PAF ger inga svar o kundtjänst kan inte svara på något heller . Det har gått en månad nu o ingen hör av sig

I can't even log in to their site. Not on speedy or x3000 either. My complaint applies to all of these sites. Paf is about 10,000kr, speedy 5000kr and x3000 5000kr

Jag kan inte ens logga in på deras sida . Inte på speedy eller x3000 heller. Mitt klagomål gäller alla dessa sidor . Paf handlar det om 10.000kr , speedy 5000kr och x3000 5000kr

They claim it could take up to 6 months for me to get my money. I just want my money back. And they refuse to answer customer service and they don't answer my emails from the security department either. Sent emails every day and they haven't responded in weeks.

Dom påstår det kan ta upp till 6 månader för mig att få mina pengar. Jag vill bara få ut mina pengar. Och dom vägrar svara på kundtjänst och dom svarar mig inte på Mail från säkerhetsavdelningen heller. Skickat Mail varje dag och dom har inte svarat på veckor.

Please allow me to ask you a few questions, so I can understand the whole situation completely.

• When exactly was your Paf Casino account closed?
• Could you please tell me which games you were focused on — slots, live casino, sports betting, etc.?
• Were your winnings accumulated while a bonus was active, or without an active bonus?

I kindly ask you once again to submit a separate complaint if you encounter any issues with any other casino. As I mentioned earlier, we are unable to reach out to multiple different casinos through one complaint thread. Thank you for your understanding.

Paf was shut down, I don't remember exactly but it may have been 2-3 weeks after they requested income verification. I mostly play on juicy Megaways extra.

this money is not winnings. I deposited 5000 kr but because the time limit was reached I couldn't play so I requested a withdrawal of the money. Then I didn't think about it anymore and after a few days I deposited 5000 again and the same thing happened. So I requested a withdrawal and that's when this income verification thing came up.. I then sent in everything they needed and wrote to customer service but they haven't been of any help because they refer to the security department and they haven't heard back for 5-6 weeks. And when I talk to customer service they say it can take up to 6 months before they verify my income..

Paf stängdes ner minns inte exakt men det kan ha varit 2-3 veckor efter att dom begärde inkomstverifering . Jag spelar mest på juicy Megaways extra .

dessa pengar är inte vinster. Jag satte in 5000 kr men pga tidsgräns var nådd så kunde jag inte spela så jag begärde uttag på pengarna . Sen tänkte jag inte mer på det o efter nån dag satte jag in 5000 igen och samma sak hände . Så jag begärde uttag och det var då detta med inkomstverifering kom .. jag skickade då in allt som dom behövde o skrev med kundtjänst dom har dock inte varit till nån hjälp eftersom dom hänvisar till säkerhetsavdelning o dom har inte hört av sig på 5-6 veckor. O när jag pratar med kundtjänst så säger dom att det kan ta upp till 6 mån innan dom veriferat min inkomst ..

So I have deposited 5000 twice on their site and I have not received any of the withdrawals. I have not even been able to play the money because I have reached the time limit on their site. So this is my money and I want to get it back. And they have received all the documents that they requested. And no one talks to me about what is happening. And when I try to log in it says that I have closed my account when it is THEM who did it.

Så jag har alltså satt in 5000 två gånger på deras sida och inget av uttagen har jag fått . Pengarna har jag inte ens kunnat spela pga att jag nått tidsgräns på deras sida . Så detta är mina pengar o jag vill få ut dom igen. Och alla dokument har dom fått som dom eftersökt. O ingen pratar med mig om vad som händer. O när jag försöker logga in står det att jag stängt ner mitt konto när det är DOM som gjort det.

Dear Sbro8787,

Thank you for your cooperation and for providing all the necessary information. I truly appreciate the time and effort you’ve taken to share everything with us so far.

Your complaint will now move to the next stage of our process and be handled by your dedicated Resolver, Mirka (miroslava.d@casino.guru). This is a standard step in our procedure, as the Resolver will take over communication with the casino directly and manage your case from this point onward.

No action is required from you right now. Your Resolver will reach out through this thread if any additional details are needed. You can rest assured that your case is in very capable hands.

I wish you the best of luck and hope your case will be resolved to your satisfaction soon.

Kind regards,

Kristina

Dear player,

My name is Mirka, and I will be assisting you in solving this case. Now I would like to invite Paf Casino SE representative to join this conversation.

Dear Paf Casino SE,

Could you please provide clarification regarding this case?

Thank you in advance.

Thank you. I hope they answer you, they don't answer me and haven't done so all this time. And I just want my money back.

Tack . Jag hoppas dom svarar er för mig svarar dom inte och har inte gjort på hela tiden . Och jag vill bara ha mina pengar tillbaka .

They refuse to answer here too. And now I'm starting to get really sad and angry. I just want my withdrawals and nothing more.

Dom vägrar svara här också . O nu börjar jag bli riktigt ledsen och arg. Jag vill bara ha mina uttag och inget mer.

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 Sbro8787,

I've received the following message from the casino outside of this thread.

Paf's Affiliate Manager has forwarded the complaint to their Customer Support so that if needed they will contact the player directly due to GDPR laws

Could you please confirm, if you received any new information from the casino?

Haven't heard from them at all.

Inte hört från dom överhuvudtaget

They haven't heard back and customer service refuses to answer anything and I just want my 10,000 kr back from them which is my money. And I have done everything they asked and I have never felt so badly treated, and that such a big casino should have to take 10,000 kr from someone feels really wrong and incredibly unreasonable. This is not their money and I have the right to get my money back.

Dom har inte hört av sig och kundtjänst vägrar svara på något och jag vill bara ha mina 10.000 kr tillbaks från dom som är mina pengar. Och jag har gjort allt som dom bett om och jag har aldrig känt mig så illa behandlad , och att ett så stort casino ska behöva ta 10.000 kr från någon känns jätte fel och otroligt orimligt. Detta är inte deras pengar och jag har rätt och få mina pengar tillbaka.

Dear Sbro8787,

I am trying to get in touch with the casino outside of this thread regarding . I will notify you, if there are any updates.

Thank you very much. Never been treated like this before and now the same thing applies to three different casinos. And all because I deposited money and then couldn't play because it said I had reached the time limit, so then I just thought yeah but then I'll withdraw them then but I didn't get that and all of a sudden someone refuses to communicate with me and claims that they can take up to 6 months to approve income verification

Tusen tack . Aldrig blivit behandlad såhär innan och nu gäller samma sak tre olika casinon. O allt pga att jag satte in pengar o sen inte kunde spela för det stod jag uppnått tidsgränsen , så då tänkte jag bara jaha men då tar jag ut dom då men det fick jag inte o helt plötsligt vägrar någon o kommunicera med mig o påstår att de kan ta upp till 6mån o godkänna inkomstverifering

Dear Sbro8787,

Could you please confirm, if you received any update from the casino?

I haven't received any update from the casino. Haven't heard from them at all.

Jag har inte fått någon uppdatering från casinot. Inte hört av dom alls.

Dear Sbro8787,

Our team sent Paf Casino's representatives message through a different communication channel.

We are extending the timer by the last 7 days.

Thank you for your patience.

I really don't understand why they don't respond? I've given them what they need, haven't I?

Jag förstår verkligen inte varför dom inte svarar ? Jag har ju gett dom det dom behöver?

We'd like to inform everyone following this case that the player has marked this complaint as resolved using the dedicated button.

Dear Sbro8787,

We are pleased to hear that your issue has been resolved. We will mark the complaint as 'Resolved' in our system. Thank you for your cooperation and confirmation. If you experience any future issues with this or any other casino, please don’t hesitate to reach out to our Complaint Resolution Center. We are here to assist you.

As always, our services are free of charge, and we do not accept any gratuities. However, we would greatly appreciate it if you could take a moment to share your experience with our services on Trustpilot: https://trustpilot.com/evaluate/casino.guru. Your honest review, along with any suggestions for improvement, would be incredibly valuable. It can also help others who are considering contacting us for assistance with online casino-related matters.

Thank you in advance for your time and feedback.

Best regards,

Mirka