The player's verification is delayed for over 3 weeks. The complaint was resolved as the player got verified.
Paston Casino - The player's verification is delayed.
Amount: €1,100
Paston Casino
Safety Index:Below averageSafety Index
Casinos with a Below average Safety Index usually have an unfavorable ratio of their number of visitors to relevant complaints submitted by players. It means that this casino has probably treated some players unfairly in the past.
Resolved
Our verdict
Case closed
RESOLVED
Case summary
1 year ago
Public
Public
1 year ago
Translation
Good evening casinoguro team, I ask for your help to file a complaint with PASTON.ES, I am desperate, since I have a problem with them. On January 17 I was going to proceed to make a withdrawal from this casino and bookmaker, when I go to do it I see that the button to make the withdrawal is blocked. I contact the customer service of said casino, informing me that in order to make a withdrawal I have to verify my account, sending a selfie with my ID in hand, proceeding to do so at the same time, and verifying the customer service guy to the customer, that it was valid. Once received, they open a ticket for the process with number 660276, and they tell me that I have to wait 2-3 days for a department to validate everything so that they activate the withdrawal button. Today, February 9, I have no news from said department, nor have they validated anything to be able to make said withdrawal. I have contacted them again to find out how it was going, and what was happening, the boy delaying me, and telling me that he could not inform me of anything, that the only thing he could do is report my call, and my complaint to try to hurry them up. They have done that to me 2 or 3 times already, without obtaining any kind of result. Please help me with all this, since I need the little money that I have obtained.
Automatic translation:
Public
Public
1 year ago
Hello Jaiwy86,
Thank you very much for submitting your complaint and I'm really sorry to hear about your issue with Paston Casino. Please allow me to ask you a few more question before we would move forward.
Could you please advise since when exactly is the verification process ongoing? Which documents have been already approved and which ones not? When was the last time you spoke to the casino and what was it about?
Please note that the verification process may take up to 14 days after sending in all the requested documents.
Looking forward to your answer.
Regards,
Nick
Public
Public
1 year ago
Translation
Very good Nick, and of course thank you very much for your attention, time and help.
Well, the last time I called the customer service of said casino and bookmaker platform was before yesterday, informing me that they knew nothing about the case, that it already depended on a department that they have (I don't know what it is, nor the name) since they had reported it on January 17. Many months ago I verified my identity by sending my ID on both sides, and they confirmed that it was fine, and putting the account as verified. But on 01/17/2023 I went to make a withdrawal, and I see that the withdrawal button is blocked for me, so I contact them, and the rest that happened is what is described in the text before this . And what shocks me the most is that from customer service, they cannot inform me of how the process is going, and especially the number of days that have passed and everything remains the same, when I have not committed any irregularity.
Edited
Automatic translation:
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