The player from Ukraine was trying to withdraw over $800 from Parsino Casino, but he was facing issues with account verification. Despite sending all required documents twice, he had not received any confirmation or response from the casino. The casino's support chat and email had also been unresponsive. We attempted to contact the casino multiple times to resolve the issue but received no response. As the casino didn't hold a valid license and didn't utilize any Alternative Dispute Resolution (ADR) services, there was no gaming authority to approach. Consequently, we marked the complaint as 'unresolved', which may have negatively affected the casino's rating and served as a warning to other players.
Parasino Casino - Player experiences withdrawal delay due to inadequate verification response.
Black points: 463
Amount: 900 ₮
Parasino Casino
Safety Index:Very lowSafety 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.
2.5
Parasino Casino has a Safety Index of 2.5, which means some of the considered factors point to a very low level of safety. Explore this casino’s Safety Index
Unresolved
Our verdict
No reaction, passive regulator
UNRESOLVED
Case summary
7 months ago
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8 months ago
Translation
The casino is asking for account verification but there is no response either in chat or via email. There are more than 800 $ on the website.
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8 months ago
Hello maximai,
Thank you very much for submitting your complaint and I'm really sorry to hear about your issue with Parsino Casino. Please allow me to ask you a few more question before we would move forward.
Could you please advise since when exactly is the verification process ongoing? Which documents have been already approved and which ones not? When was the last time you spoke to the casino and what was it about?
Please note that the verification process may take up to 14 days after sending in all the requested documents.
Looking forward to your answer.
Regards,
Nick
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8 months ago
Translation
The verification process continues for an unknown amount of time and it is unknown whether such a process exists at all, if you count from the time you sent the documents - 7 days.
No documents have been approved yet, and there is no confirmation that the casino has received them either.
The last time I talked to the casino for the whole month about depositing and withdrawing funds and did not receive a single answer either in the support chat or by email from the official website.
Thank you for noting that the verification process may take up to 14 days after all requested documents have been submitted. We are waiting. Now 7 days have passed. No answer.
Funds in the account over $1100
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8 months ago
Hello maximai,
As the recommended time frame still has not passed, and due the upcoming holidays, I would recommend to wait until the next week with the verification. Please let us know in case it would take longer so we can then try to intervene.
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7 months ago
Dear maximai,
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.
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7 months ago
Translation
Hello!
Still no response to email or chat.
The account appears as inactive and requires verification.
All documents were sent twice, there was no response to any letter.
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7 months ago
Thank you maximai for all the information provided. I will now forward your complaint to my colleague Michal (michal.k@casino.guru) who will be assisting you from now on.
Wish you best luck resolving it.
Regards,
Nick
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7 months ago
Hello maximai,
I'm Michal, and I have taken over your complaint. I have reviewed this case and just so you know Parasino Casino was not very cooperative with us in resolving player complaints in the past, so the outcome of your complaint is rather uncertain. I will still try to contact the casino to shed more light on this matter
We would like to invite Parasino Casino to join the conversation.
Dear Parasino Casino,
Could you kindly furnish details explaining the reason for the delay in processing the player's withdrawal? Why have the player's documents not yet been reviewed and verified?
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7 months ago
We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.
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7 months ago
Dear maximai,
I have tried to contact the casino repeatedly, but as expected, I have not received a response back at all. I’m afraid there is not much that can be achieved without cooperation from the casino side. I will mark the complaint as "unresolved" in our system. I understand this isn't a satisfactory solution to your issue. However, the decrease in the rating caused by unresolved complaints might help change the casino's approach and this unresolved complaint will be used as a warning to other players that the casino might confiscate winnings without sufficient explanation. If the casino decides to react, we will reopen the complaint, and you will be notified by email.
Since the casino doesn't hold a valid license and doesn't utilize any Alternative Dispute Resolution (ADR) services, there's no gaming authority to approach, leaving us with no further avenues for action. I would advise selecting casinos in the future based on their reviews and ratings to steer clear of such situations.
I am sorry we could not be of more help on this occasion.
Best regards,
Michal
Casino Guru
