Paf Casino ES - Player's account blocked during document verification.

I registered on paf.es about 4 or 5 days ago, submitted all the necessary documentation and deposited 150€, which was the maximum amount allowed until my documentation was approved. I got lucky and my balance increased to 1,277.5€ and then, without warning, my account was blocked while I was playing. I spoke with their customer service and they told me it was because they were verifying my documentation, and this was standard protocol. I understood and waited 24 hours as they suggested, but still no response. Now it feels like they've just taken my money, and their irresponsibility comes off as thievery. Needless to say, I intend to report this before the law today itself.

Dear Ortigoza,

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 and it might take a few working days to complete this thorough process. While unpleasant, restricting your account during verification is common practice.

• Do I understand correctly the winnings you accumulated were using real money, without any bonuses?
• Could you please share 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 to resolve this issue as soon as possible. Thank you in advance for your reply.

Best regards,

Tomas

Please be aware: At Casino.Guru, we never ask for your casino account password. While we may request information, we never seek access to your account. Please refrain from sharing your password with any third party. We primarily communicate through official threads, occasionally via email for requested supporting evidence or relevant communication.

Dear Ortigoza,

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.