Paston Casino - Player's account has been blocked.

I had the verified account where I deposited and even in June I made a withdrawal of 80 euros without problem. On Friday I deposited 10 euros and after playing the bonus and meeting the requirements I reached a prize of 600 euros... I requested to withdraw... and after waiting for a response until On Monday I did not receive an email in which they suspended my account and told me that it was under investigation by the risk department. After many emails without an answer, I am still waiting

Dear nikitagarc,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please allow me to ask you a few questions, so I can understand the whole situation completely. Do I understand correctly that you made your last successful withdrawal in June?

Could you please advise which bonus you activated? If possible, please post here a link to that offer.

Did the casino indicate the reason why your account was under investigation?

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,

Kristina

Hello. If the last successful withdrawal was at the end of June of this year, an amount of 80 euros was withdrawn by PayPal. I think the bonus was free spins and 100% of the deposit if I remember correctly. I played more than 1500 and I met the required wagering requirements. In fact, I was deducted from the total amount when playing money when it was met. I kept playing and it was when I reached 600 euros that I decided to withdraw. I don't have a link to the bonus because they won't let me enter my account.

On Friday I requested the withdrawal and on Monday they asked me for a selfie. I sent. On Tuesday my account had been suspended and it was under investigation. They have not responded to any email or by phone or chat again

Thank you very much for your reply, nikitagarc. Before we contact the casino, could you please forward all the relevant communication between you and the casino to kristina.s@casino.guru? Alternatively, you can post it here. Thank you in advance.

Hello. I already sent you what you requested by email. I kept trying to get in touch with the casino but they still don't answer the phone, chat or emails... I keep getting the automated response with the issued ticket number but since my account has been blocked, I cannot see the communications that we have had between the casino and me.

Thank you very much, nikitagarc, for your cooperation. I will now transfer your complaint to my colleague Tomas (tomas.k@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.  

Hi nikitagarc,

I've reviewed your case and fully understand your concerns. I'll try my best to help you with the issue by contacting the casino.

I'd like to ask Paston Casino to join this conversation and share more information regarding the case. Can you please provide any reasons of why the player's account has been blocked?

Looking forward to hearing from you!

Best regards,

Tomas

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.

The casino has contacted me 4 days ago to ask me again for the selfie that I already sent at the beginning. I have sent it again and I'm still waiting.

Hello nikitagarc, thank you for providing the information.

Could you please keep us updated on any developments?

Thank you.

Kind regards,

Tomas

Dear all,

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.

Kind regards,

Tomas

We’ve reopened this complaint at the request of nikitagarc. We would like to allow this case one more chance to be resolved and help both parties involved to reach a satisfactory conclusion.

Dear Paston Casino,

Can you please update us on the current status of verification? Are there any problems with the player's documents?

Kind regards,

Tomas

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.

Kind regards,

Tomas

Dear nikitagarc,

I have tried to contact the casino repeatedly but had no success. I’m afraid there is not much that can be achieved without cooperation from its 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 to change the casino's approach. If the casino decides to react, we will reopen the complaint, and you will be notified by email.

In the meantime, I recommend you consult the gambling authority that the casino is regulated by. You can find more information here: https://www.ordenacionjuego.es/en/reclamaciones#como

I am sorry I could not be of more help on this occasion.

Best regards,

Tomas