The player from Germany is being asked by the casino for a 6-month transaction history of a Paysafe Account that he had already verified and subsequently closed. He has been trying to retrieve the data from Paysafe but has only received acknowledgment of his request.
Paradise Casino - Player is facing verification issues with a closed Paysafe Account.
Amount: €352
Paradise Casino
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Resolved
Our verdict
Case closed
RESOLVED
Case summary
8 months ago
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8 months ago
Translation
Hello,
The casino is requesting a transaction history from my Paysafe Account for the last 6 months. However, my Paysafe Account was previously verified at the casino and they already have documents from my Paysafecard account.
The issue is that I closed my Paysafecard account 2 months ago as I no longer use it. The last deposit with Paysafecard was made on 07.05.2023 at the casino, and it was also paid out to Paysafe on the same day. Since I have been using Jeton and Mifinity recently, I cancelled my Paysafe Account.
I have attempted to retrieve data from Paysafe, but for the past 2 weeks they have only replied stating that my request has been received.
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8 months ago
Dear Kalisto007,
Thank you very much for submitting your complaint. I’m sorry to hear about your issue. Please allow me to ask you a few questions to make sure I understand your situation completely.
Could you please advise when exactly was your Paysafe Account verified?
Have you informed the casino that you closed your Paysafe Account?
Have you tried to re-open the Paysafe Account so that you could access your transaction history?
I hope we will be able to help you resolve this issue as soon as possible. Thank you in advance for your reply.
Best regards
Veronika
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8 months ago
Translation
Hello, on 05/07/2023 the casino wanted the following (a full PDF statement from your Paysafe account where the account holder, account number and the deposits to our casino are visible.) I provided that and it was paid out.
On June 6th, 2023 the paysafecard account was closed. Reopening was rejected, no exact reason was given, but I think because of deposits in casinos without a German license. I was only paid my remaining balance.
I had informed the casino that it was closed. But as I said, I had already verified documents for a paysafe account in May.
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8 months ago
Could you please tell me if you made any deposits to the casino from your PaySafeCard account between May and June? If yes, how many?
Also, have you received any response from PaySafe regarding the retrieval of your data for the last 6 months yet?
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8 months ago
Translation
Hello,
on 07 May 2023, 01:21 once 46.4€. Otherwise no more in May.
After that only Mifinity and Jeton. They already got the lists.
Paysafe is still a work in progress.
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8 months ago
Thank you very much, Kalisto007, for providing all the necessary information. I will now transfer your complaint to my colleague Pavel (pavel.k@casino.guru) who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction in the near future.
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8 months ago
Hello, Kalisto007!
Thank you for your patience. Now I will be taking care of your complaint and I hope that together we will resolve the problem.
I would like to invite the casino to give them a chance to explain their side of the situation.
Thank you!
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8 months ago
Hello Kalisto007,
I am a representative of Paradise Casino and I am here to help you to solve the problem.
Before I will start, I would like to express my understanding of your situation, and emphasize, that we are a casino strictly regulated by Malta Gaming Authority and need to follow specific guidelines when it comes to verification of identity, source of income or financial transactions. This is the reason behind the request of the history of transactions from your Paysafe account. Even if the account was once verified, after some time we can ask to verify it again to keep history of your transactions up to date.
I contacted our payments team to clarify your case and this is next step.
If you will not be able to get a history of transactions from your Paysafe account (it would be the best to get them), please get from Paysafe any confirmation, that your account with them is closed. Your personal details and account number should be visible on the confirmation. Please upload to your ParadiseCasino account an image of it (either it will be an email, or live chat screen shot, or email attachment). After upload please contact customer care chat immediately and inform that confirmation of closure is uploaded. The second step is our verification. Respective team will decide if it is sufficient enough to process your withdrawal, or will request additional documents.
If you have any additional questions you can contact us via chat or customer service email.
All the best!
ParadiseCasino
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8 months ago
Translation
Hello,
I can understand that there must be controls. But I've been playing with you for a long time and have already uploaded a lot of documents. It's more of a small gain.
Unfortunately, Paysafe still hasn't sent any data. I also asked if I could get a confirmation that my account was closed, but still no reaction.
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8 months ago
Kalisto007, I will set the timer for a week and then we will see if Paysafe has given you any response. Also, if you will receive it sooner than in a week, let us know here!
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8 months ago
Translation
Hello,
I have now received a list from the Paysafe database.
However, you cannot see my data. If that doesn't work with the list either, then I don't know how to continue. I uploaded it to the casino with the Paysafe emails.
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8 months ago
Paradise Casino team, please, let us know if the information provided by the player is enough to proceed with the verification!
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8 months ago
Hello Pavel,
I am forwarding this to the respective team.
We will be in touch with player directly and update the status here.
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8 months ago
Translation
Hello,
I also uploaded the list to the casino.
Thank you, payment has been approved. If I close an account, I will always download the lists now.
Didn't know that people still ask about deposits that were made months ago.
Thanks to all.
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8 months ago
Translation
Thank you, payment has been approved. If I close an account, I will always download the lists now.
Didn't know that people still ask about deposits that were made months ago.
Thanks to all.
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8 months ago
Translation
Hello Pavel,
just arrived, thanks everyone 🙂
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8 months ago
Dear Kalisto007,
I'm happy to hear that you have received your funds. I will now mark the complaint as 'resolved' in our system.
I thank you for your cooperation and patience, 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.
Also, I would like to thank the casino for their assistance with the issue!
Best regards,
Pavel K
Casino Guru Team
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