The player from North Rhine-Westphalia has submitted a withdrawal request less than two weeks prior to contacting us. After a while we were informed that the withdrawal was finally processed and the winnings were paid out to the player. The complaint is marked as resolved.
Paradise Casino - Withdrawal of player's winnings has been delayed.
Amount: €400
Paradise Casino
Safety Index:Below averageSafety Index
In line with our review methodology, we calculated the casino’s Safety Index based on more than 20 factors, including its financials, fairness of T&Cs, player complaints, and more. The higher the Safety Index, the more likely you are to receive your winnings without issues.
5.4
Paradise Casino has a Safety Index of 5.4, which makes it a casino with a below-average level of safety. Explore this casino’s Safety Index
Resolved
Our verdict
Case closed
RESOLVED
Case summary
2 years ago
Sensitive attachment
Sensitive attachment
2 years ago
Translation
Have uploaded all documents and papers. And now they think I should upload it again. And then I should post the money to my paysafe account. I want it in my bank account. What's that supposed to mean?
Automatic translation:
Public
Public
2 years ago
Dear Bayram74,
Thank you very much for submitting your complaint. We are sorry to hear about the issue with your withdrawal and understand your concern. However, please bear in mind that it’s quite usual for withdrawals to take a couple of days or even weeks to get fully processed. This means that it may take some time before your money appears in your account. This delay may be caused by unfinished KYC verification or a high volume of withdrawal requests.
That’s why we advise players to be patient, cooperate fully with casino, and wait at least 14 days after requesting their withdrawals before submitting a complaint.
If your account has been successfully verified, your game history checked, your withdrawal approved by the casino, and you still haven't received your winnings by 14 days since requesting the withdrawal, we will intervene and do our best to help you.
Thank you in advance for your patience and understanding.
Best regards,
Complaints Resolution Center
Thank you very much for submitting your complaint. We are sorry to hear about the issue with your withdrawal and understand your concern. However, please bear in mind that it’s quite usual for withdrawals to take a couple of days or even weeks to get fully processed. This means that it may take some time before your money appears in your account. This delay may be caused by unfinished KYC verification or a high volume of withdrawal requests.
That’s why we advise players to be patient, cooperate fully with casino, and wait at least 14 days after requesting their withdrawals before submitting a complaint.
If your account has been successfully verified, your game history checked, your withdrawal approved by the casino, and you still haven't received your winnings by 14 days since requesting the withdrawal, we will intervene and do our best to help you.
Thank you in advance for your patience and understanding.
Best regards,
Complaints Resolution Center
Public
Public
2 years ago
Translation
Well then, let's wait and see what they say. Thank you for contacting me. 
Automatic translation:
Sensitive attachment
Sensitive attachment
2 years ago
Translation
Dear Kristina
This is the last chat with the site
Automatic translation:
Sensitive attachment
Sensitive attachment
2 years ago
Translation
L
Dear Kristina
Edited
Automatic translation:
Sensitive attachment
Sensitive attachment
2 years ago
Translation
Dear Kristina
Wanted to tell you that you have now set the payment differently, no more bank connection, see pictures, please let us know
Automatic translation:
Public
Public
2 years ago
Thank you for your reply, Bayram74. Do I understand correctly that the casino has changed its withdrawal method options? Have you managed to request the withdrawal or is the casino persisting on its decision to use a Paysafe to withdraw your winnings?
Sensitive attachment
Sensitive attachment
2 years ago
Translation
I
I still request it is always cancelled. That's a cheek of them. If I pay it out on paysaf, I don't have anything there. I need the money.
Edited
Automatic translation:
Public
Public
2 years ago
Thank you very much Bayram74 for your cooperation. I will now transfer your complaint to my colleague Natalia (natalia.b@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 soon.
Public
Public
2 years ago
Hi Bayram74,
I've just reviewed your case and am sorry to hear that you have to deal with this delay. I'll contact the casino and we will see what options can be found to help you resolve your issue.
Dear Paradise Casino, I'd like to invite you to join this conversation and take part in the investigation of the case. Could you please share more information regarding the player's complaint? Are there any reasons for the player's withdrawal request to be canceled?
Hope to hear from you soon!
Kind regards,
Natalia
Public
Public
2 years ago
Translation
Yes hey Natalie
I would be pleased if you would contact paradise casino. If you want to tell me something, I'll wait
Automatic translation:
Sensitive attachment
Sensitive attachment
2 years ago
Translation
Dear Natalie
This is the proof that even on paysaf account not transferred. Please help me further.
Greetings Bayram74
Automatic translation:
Public
Public
2 years ago
Translation
Hi Natalie
Have you already contacted the casino?
Automatic translation:
Public
Public
2 years ago
Translation
Good morning Natalie
Wanted to let you know that I got the money
Thanks for the support. Thanks alot
Automatic translation:
Public
Public
2 years ago
Hello! Thank you for your notification regarding this issue.
We are terribly sorry for the delay and for the inconvenience caused by this withdrawal.
Nevertheless, we are happy to say that we have already resolved the request, and the withdrawal was processed.
Thank you for your time and personal involvement.
Wish you all the best!
Public
Public
2 years ago
Dear Paradise Casino, thank you for your reaction!
Dear Bayram74, I'm happy that your issue got resolved and that you have received your winnings!
The complaint will be now closed as resolved. Thank you for using our complaint resolution center, we really appreciate your trust. I hope you won't come across any troubles with online casinos in the future, but in case of any problem don't hesitate to contact us and we'll try our best to help you 🙂
Best regards,
Natalia
