The player from Spain deposited 150€ in paf.es and their balance increased to 1,277.5€. However, their account was unexpectedly blocked for documentation verification and remains that way past the proposed 24 hours.
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.
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
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