Paradise 8 Casino - Player's refund delayed after account closure.

I opened an account and deposited 1000 euros, which they received with no problems.

When I then took a more detailed look at the site and realised they deal with bitcoin, as well as seeing a lot of bad reviews about the company, I decided it would be better to not use the company.

I spoke with their live chat customer services and they agreed they would close the account and refund the deposit, which had no attached bonuses and no games had been played on their site.

The account was deleted and the money is still yet to be sent to me.

They reply to the constant emails I have been sending, around once a week at best. They claim to have sent the money or that it has been sent to be checked and yet nothing fruitful has happened and I am still chasing them for my own money.

Dear Bogatie,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with Paradise 8 Casino.

Please note refunds can take up to 30 days and in more extreme circumstances up to 90 days from the moment they were issued.

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

• Could you please specify which payment method you used for the deposit?
• Has the casino asked you for verification of your identity?

I hope we will be able to help you to resolve this issue as soon as possible. Thank you very much in advance for your reply.

Best regards,

Tomas

I used my bank card to make the deposit.

They originally asked me to fill out forms and provide a lot of information after I had made the deposit.

I thought it to be intrusive and also was wary that if they accept bitcoin, which is known to have no trace of where they money comes from or goes to.

Therefore I requested the return and they obliged.

Thank you.

Was there any update regarding your refund? Has the money reached you or have you received any news since your last reply?

They replied and said that the refund has been submitted.

They also told me to be patient as it can take from 30-45 working days, which seems crazy that a transfer would take that long.

But yes, they have replied but no money received as of yet.

I understand your frustration,

from our experience, the timeline is not out of the ordinary for refunds issued by the casino.

Thank you very much, Bogatie, for providing the necessary information. I will now transfer your complaint to my colleague Peter (peter.c@casino.guru) who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.  

Hello there,

Thank you Bogatie for providing us with all the information. I hope we'll be able to resolve this issue together.

I would now like to ask Paradise 8 Casino for their help in resolving this complaint. We would like to know what is the issue with the refund and what can we do to help the player receive their funds.

Thank you!

Thank you for your help.

They have told me it can take 30 to 45 working days to receive the refund but failed to give me a date of when the refund was issued, leaving me unaware of a specific time frame to wait for.

I wanted to know when the refund was issued, so if it is not received within the 45 working days I can follow up again.

Thank you.

Hello,

Thank you for reaching out to us.

We have been in continuous contact with the customer since day one and promised to keep being in touch until the issue is 100% resolved.

As mentioned, in some cases it can take some time for the refund to reflect. We have contacted the relevant parties for more details on the status of it and will keep the customer updated, just as we did so far.

Rest assured, we have no intention to leave this matter unresolved.

Thank you for your patience,

Paradise8

Thank you for the update Paradise 8 Casino representative. We will keep this complaint open until the refund will be received by the player. I would like to ask both parties to please keep me informed about any further developments. Thank you!

Dear Bogatie,

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.

It appears that this issue may have been resolved, but without confirmation from the player we are forced to reject this complaint.

The player can reopen this complaint anytime.