I have the account verified, I sent a selfie with DNI and DNI on both sides. To accept my deposits they did not put a problem, but at the time of yesterday to withdraw my € 380 earned at roulette, they block my account and tell me that it is being reviewed by the RISK DEPARTMENT. I want my money.

Tengo la cuenta verificada, envié selfie con DNI y DNI por ambas caras. Para aceptar mis depósitos no pusieron problema, pero a la hora de ayer de retirar mis 380€ ganados en la ruleta, me bloquean la cuenta y me dicen que está siendo revisada por el DEPARTAMENTO DE RIESGO. Quiero mi dinero.

Dear INMACULADA,

Thank you very much for submitting your complaint. I’m very sorry to hear about your problem. Please understand that the risk department has to check your documents and your gaming activity. The KYC is a very important and essential process, during which the casino makes sure that the money is sent to the rightful owner. None of the serious and licensed casinos takes KYC lightly, and I am afraid you will have to go through this process if you want to get your winnings.

Because it may take longer to fully review all documents, we advise players to be patient and wait at least 14 days before submitting complaints.

If your account isn’t successfully verified by this time period, we will intervene. Please keep me updated if the casino sends you any message, or if there is anything new regarding your problem.

Looking forward to hearing from you.

Best regards,

Kristina

Dear INMACULADA,

Is there anything new regarding your case? We are extending the timer by 7 days. Please, be aware that in case you fail to update the status of your complaint in the given time frame, we will reject it. Looking forward to hearing from you.

I still don't know anything, I've been verified for more than two weeks and they don't respond

Aún no sé nada, llevo verificada más de dos semanas y no responden

Dear user,

We get in touch with you to inform you that the Risk Department of PASTóN.es, after a detailed study, has found identifying evidence in the game account ID 306069 that verify an alleged identity fraud, for this reason, it is not possible to verify the identity of the person or persons who make or have been using said gaming account, we inform you that we have proceeded to the cancellation of all bets made from that account and to the cancellation of it.

Estimado/a usuario/a,

Nos ponemos en contacto contigo para comunicarte que el Departamento de Riesgo de PASTóN.es, tras un pormenorizado estudio, ha encontrado evidencias identificativas en la cuenta de juego ID 306069 que constatan un supuesto fraude de identidad, por tal motivo, no siendo posible verificar la identidad de la persona o personas que hacen o vienen haciendo uso de dicha cuenta de juego, te comunicamos que hemos procedido a la anulación de todas las apuestas realizadas desde esa cuenta y a la cancelación de la misma.

Thank you very much INMACULADA for your reply. I will now transfer your complaint to my colleague Jozef 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 INMACULADA.

Thank you very much for sharing your negative experience with the Casino. We will now try to get in touch with them.

Dear INMACULADA,

Unfortunately, the casino has rejected to react in the public complaint. Therefore, we’re not able to proceed with further investigation and we are forced to close the complaint as ‘unresolved’.

Your last option is to file an official complaint at the licensing authority of the casino (Spain). I will gladly help you with the whole procedure. Please, let me know if you have any questions or require further assistance. 

Best regards, Jozef

www.kpvfaw.com

[email protected]