Paston Casino - A verificação do jogador está atrasada.

On January 30, 2023 they canceled my withdrawal claiming that I had to send a selfie, since the rest of the information has been sent and approved. As of 02/11/2023 I call every day and they put me off, arguing that the financial department has a first come first served basis and they don't want to pay me my money

el día 30 de enero 2023 me cancelaron el retiro alegando que tenia que mandar un selfie, ya que el resto de informacion ha sido mandado y aprobado. a día 11/02/2023 llamo cada día y me dan largas, argumentando que tienen orden de llegada el departamento financiero y no me quieren pagar mi dinero

Hello paporuski,

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

The verification process has been underway since January 28, in which my ID was approved, facial recognition sent receipts and a copy of the bank account in my name along with the credit card information, covering the numbers. All this was accepted and well. Already on the 30th they cancel my withdrawal and block the withdrawals at the expense of asking me for a selfie with the DNI.

El proceso de verificación está en curso desde el día 28 de enero , en el cual me aprobaron el DNI, reconocimiento facial mandé recibos y copia de cuenta bancaria a mi nombre junto a los datos de la tarjeta de crédito, tapando los números. Todo esto me lo aceptaron y bien. Ya el día 30 cancelan mi retirada y bloquean las retiradas a espensas de pedirme un selfie con el DNI.

The last time I spoke to the casino was for the approval of the selfie, 02/10/2023 and they told me that they didn't know anything and that all I have to do is wait, which I don't understand how a selfie takes a week to verify. .. Always laughing after ending the call.

La última vez que hable con el casino fue por la aprobación del selfie, 10/02/2023y me dijeron que no sabían nada y que lo único que tengo que hacer es esperar, cosa que no entiendo cómo un selfie tardan una semana en verificar... Riéndose siempre tras finalizar la llamada.

Thank you paporuski for all the information provided. I will now forward your complaint to my colleague Natalia (natalia.b@casino.guru) who will be assisting you from now on.

Wish you best luck resolving it.

Regards,

Nick

Hi paporuski,

I've just reviewed your case and fully understand your concerns about the verification process. I will contact the casino and we'll see what can be done to help you when it replies.

Dear Paston Casino, I'd like to invite you to join this conversation and take a part in the complaint's resolution. Could you please share more information regarding the player's case? Has there been any progress after you received the documents from the player?

Looking forward to hearing from you.

Best wishes,

Natalia

Thank you very much Natalia for helping me. It's just that this is already desperate and seeing that there are so many people to whom they do the same, I can't understand how this casino can be regulated when they break things...

Muchas gracias Natalia por ayudarme. Es que esto ya es desesperante y ver que hay tanta gente a la cual le hacen lo mismo, no puedo comprender como este casino puede estar regulado cuando incumplen las cosas...

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.

Hi 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 (natalia.b@casino.guru). I am sorry I could not be of more help on this occasion.

Best regards,

Natalia