Paradise 8 Casino - Hráč se snaží dokončit ověření účtu.

I used a match bonus + free spins promo and deposited $25.01 thru bitcoin. I lost with initial buy in + match bonus... I received my free spins and i won. I met all playthrough requirements and max cash out for free spins was $250. I had about $300 but bonus rules state that when u cash out any money left beyond the max will be lost. I went ahead and submitted a withdrawal thru the same Bitcoin method i used to deposit. Withdrawal showed as pending and all leftover funds were taken from my account balance. I received an email stating that i needed to provide verification documents: utility bill, Picture of both sides of my Driver's license, and also needed to manually sign a verification document provided in the email thru a link. I did all of that, submitted all documents then received a confirmation email that all documents had been sent over to security team for review. All communication, thru email, was always answered and replied to promptly up until this point. Then a day went by i emailed asking about my payout no reply. Another day same thing no reply. I log in to my casino account and use the chat to ask about my payout . Agent Ryan Smith tells me I need to send in verification documents i advise him i have already sent them in and even provide him a screen shot of confirmation email from Emily Gray stating docs had been sent over to security team for review. He tells me I need to send them in again. Also states i need to make a $25 verification deposit. I told him i already made a verification deposit how do u think i got those free spins... They were included in the deposit bonus. I sent the docs in again. Today i reach out again and get met with the same response, make a verification deposit, meet playthrough requirements then after u provide verification documents u can withdrawal funds. So again I tell him i have already done all of that. I receive an email from another agent stating i need to make a verification deposit. I reply i have already made one, he replies send in verification documents again. I reply i have already sent them in twice and provide a screenshot of confirmation email from Emily Gray dated 5/3/22 stating my documents were sent over to security team for review... I keep getting nowhere and feel like this is a scam site or something similar... So here I am asking for ur help to resolve this matter.

Dear Rudy,

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.

Could you please clarify when exactly you provided the last batch of documents? Do I understand correctly that this was your first withdrawal attempt?

If there is any other relevant communication between you and the casino, please forward it to kristina.s@casino.guru. Alternatively, you can post it here.

I hope we will be able to help you to resolve your problem as soon as possible. Looking forward to hearing from you.

Best regards,

Kristina

Yes, this is my first withdrawal attempt. I provided all necessary documents and received a confirmation email from agent Emily Gray on 5/3/22 that documents were received and being sent to security team for review. As is stated there was a lot of back and forth emails up until that point and communication was excellent and very prompt. Since then i have checked status of my withdrawal and it seems I keep getting the run-a-round from agents Nash Johnson and Ryan Smith. As to your second question yesterday i resubmitted documents. The part that makes me think that something is up is because of the drop off in communication. It went from getting a reply from them within an hour or so to now not even replying at all.🤔

Documents I submitted

They keep playing games i just received another email after i had just sent the documents

So i just resent them again for the 4th time

Thank you very much Rudy for your reply. I will now transfer your complaint to my colleague Branislav (branislav.b@casino.guru) who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction soon.

Hello, Rudy,

I am sorry to hear about your unpleasant situation. I will contact the casino and try my best to resolve the issue as soon as possible. Now I would like to invite Paradise 8 Casino's representative to join this conversation and participate in the resolution of this complaint.

Dear Paradise 8 Casino Team,

Could you please state the reason why the player's account has not been verified yet? What documents are problematic? What steps should the player take in order to successfully verify their account?

Thank you in advance for providing the information.

Hi everyone,

There is nothing unusual here.

The documents were reviewed and approved on May 9th. The last documents were submitted on May 7th. Security Department can take up to 48 hours to review documents submitted.

As per our terms and conditions, withdrawals enter the payment queue the business day after the security documents are approved.

As such, your withdrawal is now in the processing queue and can take up to 7 business days to be processed, as stated in our terms.

Thank you for your understanding.

Paradise8 Management

Thank you, Paradise8 Team, for your detailed explanation.

Dear Rudy,

At this point, I sincerely believe it should only be a matter of time before the payment comes to you.

I will keep this complaint open until your confirmation regarding successful withdrawal, or an update. Now I am extending the timer by 7 days.

Please let us know as soon as you receive the payment.

Ok thank you very much. They sure did change their attitude upon your involvement in this matter. I will notify you once payment has been received. Again thank you so much

have not received payment as of yet and withdrawal still shows as pending on paradise8 site. I figure they will wait til the 7th business day. I'll keep u posted

I just received payment. Thank you for your help in this matter. I greatly appreciate it.

Thank you, Rudy, for confirming and for using the Casino Guru complaint resolution centre. I am very glad you have received your funds. As the issue has been successfully resolved, we will now mark your complaint as 'resolved' in our system. Although I sincerely hope it will not happen, please do not hesitate to contact us in the future if you run into any issues with this or any other casino. We are here to help.

Thank you, too, Paradise 8 Casino Team, for providing information and for your cooperation.

Best regards,

Branislav, Casino.guru