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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.

Buenas noches equipo de casinoguro, os pido ayuda para interponer una queja a PASTON.ES, estoy desesperado , ya que tengo un problema con ellos. El día 17 de enero iba a proceder a hacer una retirada de dinero de este casino y casa de apuestas, cuando voy a realizarla veo que el botón para realizar la retirada me lo tienen bloqueado. Me pongo en contacto con atención al cliente de dicho casino, informándome este que para poder hacer una retirada tengo que verificar mi cuenta, mandando un selfie con mi DNI en la mano, procediendo a ello en el mismo momento, y verificándome el chico de atención al cliente, que era válido. Una vez recibido me abren un ticket del proceso con numero 660276, y me dicen que tengo que esperar 2-3 días a que un departamento lo valide todo para que me activen el botón de retirada. Hoy ya 9 de Febrero no tengo noticias de dicho departamento, ni me han validado nada para poder realizar dicha retirada. Me he vuelto a poner en contacto con ellos para saber como iba, y lo que estaba ocurriendo, dándome largas el chico, y diciéndome que el no podía informarme de nada, que lo único que podía hacer es informar de mi llamada, y mi queja para intentar que se dieran prisa. Eso me lo han hecho ya 2 o 3 veces, sin obtener ningún tipo de resultado. Por favor ayúdenme con todo esto, ya que necesito el poco dinero que he conseguido.

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

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.

Muy buenas Nick, y por supuesto muchas gracias por su atención, tiempo y ayuda.

Pues la ultima vez que llame a atención al cliente de dicha plataforma de casino y casa de apuestas fue antes de ayer, comunicándome que ellos no sabían nada del caso, que ya dependía de un departamento que tienen ellos (no se cual es, ni el nombre) ya que lo habían reportado el día 17 de enero. Hace ya bastantes meses verifique mi identidad mandando mi DNI por las dos caras, y me confirmaron que estaba bien, y poniéndome la cuenta como verificada. Pero el día 17/01/2023 fui a realizar una retirada, y veo que el botón de retirar me lo tienen bloqueado, por lo que me pongo en contacto con ellos, y lo demás que sucedió es lo descrito en el texto anterior a este. Y lo que mas me choca es que desde atención al cliente, no me puedan informar de como va el proceso, y sobre todo la cantidad de días que han pasado y sigue todo igual, cuando yo no he cometido ninguna irregularidad.

The complaint will be now closed as the player contacted us through the forum that the issue has been resolved.