Paston Casino - Player’s withdrawal is delayed due to verification issue.

Hello, I want to withdraw €1,500 and they won't verify my phone contract.

Dear Nerea86,

Thank you very much for submitting your complaint. I’m truly sorry to hear about the difficulties you're encountering.

Please understand that KYC (Know Your Customer) is an essential process for all serious and licensed casinos. It is designed to ensure that the funds are transferred to the rightful account holder. Since casinos cannot physically verify players’ identities, they rely on document verification as the only way to confirm that everything is legitimate. This process may take a few working days to complete, as it’s a thorough procedure to ensure the safety and security of all involved.

• To assist you further, could you please let me know which documents you have already provided and the date on which you sent the most recent one?
• Have you made sure that all required documents were submitted in the correct format and as soon as possible?
• Additionally, is the phone contract the only document that has not yet been verified by the casino? If so, did the casino explain why the document you provided was not suitable for verification?

We’re committed to helping you resolve this issue as soon as possible, and your cooperation in providing these details will be invaluable.

Thank you again for your patience and for taking the time to clarify these points.

Best regards,

Veronika

They validated my ID, they do that often because that way you can deposit money without any problem, you don't have any problems there.

The bank card that took me more than a week to get validated.

The bank account was more of the same, it took him a while to validate it.

And now I'm waiting for the phone contract, which I've been waiting for for over a week, and the answer is that they're looking into it...