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

Hello, I need your help. I have tried to withdraw my winnings of 2000 euros, and they told me it would take 24 to 48 hours to process. Suddenly, I received an email from Pastón saying that I need to verify my identity with my ID and a selfie, and that my withdrawal has been returned to my account. Until the verification is completed, they won't release my money. Moreover, when I called them, they said there is no time limit for returning my money. They mentioned that the verification takes 3 days, and after that, it's up to the risk department, which might need to ask me for additional information.

Dear pilicampo887,

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 and it might take a few working days to complete this thorough process.

If you have been asked for a selfie, please follow these important guidelines:

-         Do not edit the image in any way

-         The photo needs to include your full face, head-on, with no distortions, shadows, or reflections of light. If someone takes the photo for you, make sure they take it from up close and include as little background as possible (remember, no cropping is permitted)

-         When you take the photo of your ID, make sure the photo is clear and close enough to read without cropping or editing

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

They have to give me an answer on Friday but as I see in the forum that this Pastón casino has. Agent without paying for months, I'm worried

Has the casino approved your verification? Kindly let me know about any obstacles on the way, and share any updates.

Nothing at all if Anna approved the selfie but now they tell me that they are going to pass it on to the corresponding department I have remained the same since the 7th and nothing remains the same they are scoundrels

I will spend the money and I will not bet anymore because I have seen that this casino does not pay

If your issue persists, please forward your interaction with casino support to me. Send emails or chat transcripts to my email at tomas@casino.guru, or post screenshots here

They have already solved it for me, thank you

Dear pilicampo887,

I'm glad to hear that your issue has been resolved successfully. I will now mark the complaint as 'resolved' in our system. 

Thank you for your cooperation, and please do not hesitate to contact our Complaint Resolution Center if you run into any issues with this or any other casino in the future. We are here to help.

Best regards,

Tomas

Casino.Guru