Paston Casino - Player's withdrawal has been repeatedly delayed.

I've been unable to withdraw money from Paston since June. They tell me they need to review my documentation, but it's just an excuse. They are liars.

Dear carmenmondebet,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem.

Please understand that KYC is a very important and essential process, during which the casino makes sure that the money is sent to the rightful owner. As they don't have the luxury of being able to physically see all of the players and check their identification and documents, this is the only way gambling establishments are able to complete the verification procedures. None of the serious and licensed casinos take KYC lightly.

Could you please advise which documents you have already provided and when exactly did you send the last one? Have you provided all the required documents as soon as possible and in the correct format?

Please forward your recent correspondence with the casino to my email at tomas@casino.guru for review.

I hope we will be able to help you to resolve this issue as soon as possible. Thank you in advance for your reply.

Best regards,

Tomas

Dear carmenmondebet,

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.

Hello. The required documents were validated, and at the beginning of June they asked me for a "proof of life" which I did immediately.

Therefore, all documents have been "under review" for almost four months.

I send you the last email they sent me

Thanks a lot

Could you please send me the email from the casino in which they ask you to provide documents for verification, and could you please send me the response you sent to the casino?

Send it to my email at tomas@casino.guru as well. I'll await your reply.

Hello, I have sent you the last emails they sent me.

Have they not arrived?

The request for proof of life was not made by mail, but rather from the page.

I sent you the email that the life test had already been carried out and that we were waiting for it to be reviewed

that was 4 months ago

The email with the ticket reference ID arrived, however, I would like to ask you for the email in which the casino asked you to provide the documents you mentioned in your previous posts in the complaint thread. I apologize for the inconvenience and the delayed response.

I'll await your response.

Hello. The first email that the betting house sent me has already been sent

Thank you very much, carmenmondebet, for providing the necessary information. I will now transfer your complaint to my colleague Stefan (stefan.m@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.  

Dear carmenmondebet,

I am so sorry to hear your account has not yet been verified. I will contact the casino and try to resolve the issue as soon as possible.

Now I would like to invite a Paston Casino representative to join this conversation and participate in resolving this complaint.

Dear Paston Casino,

Could you please state why the player's account has not yet been verified?

Thank you in advance for providing the information.

Kind regards,

Stefan

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.

Dear paporuski,

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 contact the General Directorate for the Regulation of Gambling - DGOJ - (https://www.ordenacionjuego.es/es/reclamaciones) and submit a complaint to them. The Gaming Authority has more options and tools to help players. Please let me know if you need help with submitting the complaint or how they responded if you can do it on your own (stefan.m@casino.guru). I am sorry I could not be of more help on this occasion.

Best regards,

Stefan