Paston Casino - 플레이어의 계정이 정지되었습니다.

Dear Daniela2311,

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

Some casinos also choose to suspend accounts during the verification process.

Could you please advise if you’ve already passed the test the casino requested? Was the result successful?

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

If the verification test gave ok

Si la prueba de verificación dio ok

I have been in this casino for more than 5 years, which had not obtained a prize

Yo llevo más de 5años en este casino lo que no había obtenido premio

I can also withdraw the money but then they blocked my account and what I have explained above

Yo también puede retirar el dinero pero luego me bloquearon la cuenta y lo que he explicado anteriormente

Daniela2311,

Do I understand correctly the casino allowed you to withdraw your entire balance? Did the casino give you any explanation for blocking your account? Please let me know.

They sent me an email at night that my gaming account was being reviewed by the risk department and the account was blocked until now

Me mandaron por la noche un email que mi cuenta de juego se estaba revisando por el departamento de riesgo y la cuenta estaba bloqueada hasta el momento

Dear Daniela2311,

Has there been any progress with your verification in the casino? Are you allowed to withdraw your winnings? If there is any relevant communication between you and the casino please forward it to tomas@casino.guru or post screenshots here. Much appreciated!

No nothing just what I put yesterday all the same

No nada solo lo que puse ayer todo igual

I have sent you shots by mail

Te e mandado por correo tomas

Thank you very much, Daniela2311, for providing the necessary information. 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.  

Hello Daniela2311,

This is Tomas and from now on, I will be assisting you with this case. In order to help you resolve the problem, I will now contact the casino.

I'd like to invite Paston Casino to join this conversation and participate in the investigation.

Can you please provide us with any reasons for the delay in the completion of the KYC procedure which causes the problem with the withdrawal request for the player?

Thank you.

Best wishes,

Tomas

Thanks to see if they answer

Gracias a ver si contestan

Do you know something?

Sabéis algo 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.

Dear Daniela2311,

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