Paston Casino - Player claims that payment has been delayed.

Good morning, request on December 23, 2022 to withdraw €5,450 after validation of bank documentation.

It was denied and they asked me for a selfie with ID by email. I sent it and the chat agent processed the selfie and sent it to the financial department on Dec 26, 2022.

I'm still waiting for validation to be able to withdraw €7000 now. Let's see if you can help me please, since it's a high amount, they don't want me to withdraw it and lose it (I'm not going to touch it) and they just put me off.

thanks

Dear jonyu1987,

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

Dear jonyu1987,

Have you received your withdrawal from the casino yet?

Dear jonyu1987,

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.

Unfortunately, the player has not responded to our messages and questions. Consequently, we are unable to investigate further and have no choice but to reject this complaint.

The player can reopen this complaint at any time.