Parasino casino complaint

UNRESOLVED
posted on October 8, 2013.

I have a ballance of 2395 euro at parasino casino from 21.06.2013. I have tryed for more than 3 months now to withdraw trough my neteller account , but every time my withdrawal was rolled back even after i have sent the documents and someone from livechat said that my account is verified. They are not responding my emails or on livechat. I am waiting a response regarding my problem.

posted on October 10, 2013.

Dear customer,

I have checked your situation with our risk department. Your withdrawals are rolled back because we can't verify your registered address as the one on your ID doesn't match the address that you provided during registration and this was explained to you from our live chat agents.

If you would like to get more information don't hesitate to contact us on through e-mail.

posted on October 14, 2013.

I dont live at the adress that is stated in my ID, thats why i have sent you a utility bill photo with the adress where i live now, that is thesame adress that i have registetred.

posted on October 14, 2013.

I dont live at the adress that is stated in my ID, thats why i have sent you a utility bill photo with the adress where i live now, that is thesame adress that i have registetred.

posted on October 16, 2013.

Dear Customer,

The payment department have an answer for your current situation.

There is an important condition for the verification which you had not fulfilled. "The identity check documents stated above has to be provided within 30 days from opening the account, and no later that 48 hours from the email sent by Parasino requesting the documents. If the documents are not provided as per curent terms, the account will be closes, bonuses canceled and all winning canceled."

Your documents were provided later than the needed time.

If you have any questions please do not hesitate to contact us.

posted on October 17, 2013.

I see that you have not decided with a reason for not paying me. First time you said that the address that i registered is not the same address with the one from my Id, now you are saying that i didn't sent you the documents requested in 30 days from opening my account.


Tell me when where the terms and conditions last updated because at the time i opened my account this term not existed. Other problem is that i didn't received a email from you requesting me documents , i have sent you the documents after i talked with one of your agent on the live chat asking him why is my withdrawal rolled back. Why haven't you contacted me by phone , requesting me the documents?

posted on October 20, 2013.

Dear Sir,

We have investigated and found that you were required to provide your documents on

User's name: Vlad Gheorghe User's email: [email protected]

Staff: Department: Parasino English Live Chat

Date: 11 September 2013 04:04 PM

and your documents were sent on 17 September 2013. The terms and conditions should be read by you before you will create an account in a gambling web site. If you do not know the conditions you are able to ask in the live chat. Please do not accuse our service.

Best Regards,

Parasino

posted on October 24, 2013.

Tell me when have you changed the terms and contitions , beacause when i created my account and played i have double checked the terms and conditions and the 48 hours term did not exist.

posted on October 24, 2013.

Dear Customer,

The terms and conditions have not been changed since 6months ago. It is not our fault that the customer doesn`t want to meet himself with the terms and conditions before he decides to play in our web site.

Please do not accuse us in anything which doesn`t depend on us. Your account has been already closed for a lately verification cause.

Best Regards,

Parasino