The player from Portugal had verified his identity following instructions from the casino and had won 100 euros using the no-deposit bonus. However, after his verification was accepted, his account had been blocked and he was unable to contact the casino’s customer support which had led to withdrawal difficulties. The player had complained about the casino's slow response and the withdrawal process. He also claimed that the casino had been inventing new terms to avoid payment. We had contacted the casino to clarify the situation. Eventually, the player received his winnings and the issue was resolved.
Paradise 8 Casino - Player’s account has been blocked following verification process.
Amount: €100
Paradise 8 Casino
Safety Index:Very lowSafety Index
Casinos with a Very low Safety Index usually have many relevant complaints from players or other relevant issues. In general, we don't recommend playing at casinos with a Very low Safety Index.
Resolved
Our verdict
Case closed
RESOLVED
Case summary
5 months ago
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6 months ago
Translation
I created an account at this casino a few days ago, received a no deposit bonus and won 100 euros, which is the maximum earnings for this bonus.
They told me that in order to withdraw this 100 I had to make the minimum deposit and make a 1x wager on this minimum deposit, so I also did this.
To carry out the withdrawal they told me to carry out a check and send documents, which were so many documents that I found it strange, they asked me for photos of the front and back of the credit card, they didn't ask me to hide the CCV numbers but I I did it anyway as security.
Today I received an email that my verification was accepted.
However, when trying to access the website, a message appears that the account has been blocked. I can't access the casino and support always takes a long time to respond, as I can only contact them via email.
I think they are taking their time and trying everything to prevent me from receiving the money, on top of that they are always very vague in explaining any doubts I have, they rarely respond to the specific subject trying to avoid the answers I demand.
In short, I don't trust this casino or their support to try to help me.
I hope you can help me, Thank you.
Miguel C****
Edited by a Casino Guru admin
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6 months ago
Hello bootecas25,
Thank you very much for submitting your complaint and I'm really sorry to hear about your issue with Paradise 8 Casino. Please allow me to ask you a few more question before we would move forward.
Could you please advise since when is your account fully verified? Since when exactly is your account unavailable? When was the last time you spoke to the casino and what was it about? Did they ever explain the reason behind closing your account?
Looking forward to your answer.
Regards,
Nick
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6 months ago
Translation
They took a long time to check the documents, they asked for documents that no casino has ever asked me for. "Front and back of credit card", for me asking this is not normal and is a bad sign.
Finally I was verified but then they blocked my account, I managed to get in touch with 24/7 support "live chat" and after 5 hours of waiting in the chat they responded and unblocked me, they didn't tell me why I was blocked.
Yesterday I made the withdrawal request, I'm betting that there will be a problem and that it will take more than 1 month. They just like to delay things and find excuses to keep the money.
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6 months ago
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They are not a trustworthy casino at all and customer support is a joke where they never explain anything, it's just a waste of time.
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6 months ago
Hello bootecas25,
It is a completely common request if you did use the card to deposit into the casino. Also many casinos block the player account until the verification process is finished. Please forward them all the documents requested in order to finish the process.
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6 months ago
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I'm still waiting for my money. It's been almost a week and nothing. Support rarely responds to me.
This is what they emailed me: "Credit Card*9948 (front and back copies with the first six (6) and last four (4) digits of your card)". (When I had to do verification)
Clearly it's not normal for them to ask for this, it's dangerous and they don't even mention hiding the 3 security digits on the back of the credit card. (For me this is theft)
I repeat again, this casino is fraudulent, I don't trust them, the support has been horrible and the time and hassle required to make a withdrawal is immeasurable.
To deposit is instantaneous, but to withdraw there are a thousand and one conditions and it takes more than 1 month to resolve the withdrawal, "if they ever do". In short, I know that they don't have that many customers and they are purposely taking a long time to return the money earned on their website.
I'm sure this complaint is far from resolved.
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5 months ago
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I hope you can help in this case, I still haven't received the money in my bank account and the maximum period of 12 days that they told me in this casino's online support has passed.
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5 months ago
Hello bootecas25,
Unfortunately if you do not wish to forward them the requested information in order to verify your account there is nothing we can do. Every player must go through the verification process and if they refused to, there is no possibility to withdraw any money from the casino.
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5 months ago
Translation
Nick, you misread my complaint. I was already checked 2 weeks ago as I said before. They don't want to pay me and they are always inventing new terms so I don't get paid. Initially they told me that I had to deposit to withdraw the bonus. I was informed that I could withdraw the bonus and had to wait a maximum of 12 days.
However, today I received this email: Hello Miguel,
Hope this email finds you well.
In accordance with our terms and conditions, the maximum cash out for
deposits up to 250 is 10 x the deposit amount, and the bonus amount gets
deducted upon withdrawal.
Due to the bonus deduction and your requested withdrawal amount there is
not enough funds to pay.
You are more than welcome to reverse your withdrawal to win more.
Please come to our 24/7 live chat (chat bubble on the top right of the
screen), and one of our agents will help you with anything you need.
Thank you and hope to see you online soon.
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5 months ago
Translation
They don't want to pay me what they owe and they are always inventing or delaying the process as long as possible, please get in touch with them as soon as possible, as I alone cannot do anything against so much trickery and stealing. Thanks
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5 months ago
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Last thing, I followed all the terms necessary to carry out this withdrawal. Everything was checked and confirmed by support before I made a withdrawal request. Please get in touch with them to see if they finally act in accordance with the terms they present.
Thanks
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5 months ago
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"the maximum cash out for deposits up to 250 is 10 x the deposit amount, and the bonus amount gets
deducted upon withdrawal."
This email received today with this term that does not even belong to the subject in question as the withdrawal refers exclusively to winnings achieved by the bonus and not to the deposit I made.
I repeat, the requested withdrawal is exclusively related to the winnings of the maximum bonus of 100 euros, which is the withdrawal intended by me. This term presented by them above does not pertain to this specific case as I am not making a request to withdraw the deposit but only the bonus as indicated on their website under the terms of the "no deposit" bonus. Thank you, I hope you can help me soon, as they take a long time to respond and I just feel like I'm going in endless circles. It's taking a while for me to give up the case but I know I agree with all the terms, hence my frustration.
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5 months ago
I still haven't been paid, I've requested withdraw on the 26th of october.
As I wrote before:
1) Verification was accepted 3 weeks ago.
2)I'm in accordance to all their terms and this has also been confirmed by them many times.
3)Every time I ask support for the money they just send me email with excuses and delays, they don't reply clearly to my questions and support is non-helpful.
4) It's already passed the maximum withdraw time of 12th business days and still haven't received anything.
5) I was told by support that everything checks right and I should receive the money soon but 3 weeks have passed and nothing in my bank account.
At this point all my contact to them has been completely ignored and in vain.
Please, help me on this case and try to contact them to put pressure on them.
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5 months ago
Thank you bootecas25 for all the information provided. I will now forward your complaint to my colleague Tomas (tomas.k@casino.guru) who will be assisting you from now on.
Wish you best luck luck resolving it.
Regards,
Nick
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5 months ago
Hello bootecas25,
This is Tomas, and from now on, I will be taking care of your complaint. I have reviewed your case and will contact the casino to see if I can help.
Dear Paradise 8 Casino,
Can you please comment on the player's issue? Why the bonus winnings have been deducted?
Thank you in advance for your cooperation.
Kind regards,
Tomas
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5 months ago
Translation
I received the money today, it's resolved. Thanks for the help casinoguro!!
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5 months ago
Dear bootecas25,
I'm glad to hear that your issue has been resolved successfully. I will now mark the complaint as 'resolved' in our system.
Thank you for your cooperation, and please do not hesitate to contact our Complaint Resolution Center if you run into any issues with this or any other casino in the future. We are here to help.
Best regards,
Tomas
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