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Paradise Casino - Cancels Cashout and let me wait for no reason

RESOLVED

Complaint Info

Disputed casino

Paradise Casino

Amount

€ 1630

Posted on June 18, 2022

Hello, I have in issue for more than one week with this online casino. It always canceled my cashout with the reason of missing salary statements. I have my own shop and provided every single document they needed but they still ask me every day for salaries and don't want to be serious enough to know that not every person gets salaries and lot of persons have own business.

My cashout was always canceled within a few hours always with that same email asking me for documents I already provided. After every single document they wanted was in their hands the cashout is pending since Monday and every day I contact the Live Chat I get different answers. After they got all documents they wanted they are letting me wait for no reason. I have a Donut&Coffee Shop (business registration from city Administration I also uploaded). I get money from the sellings (cashier report for 6 month uploaded) and I get also money from Takeaway because we offer also a delivery service (also takeaway reports for 6 month uploaded). All that statements they can also see in my business account statements which I uploaded also for 6 month.

Where I get my money from and how I withdraw money from it. Also my private bank account is in their hand I uploaded it for also 6 month. I even uploaded receipts when i deposited my private account. So every detail is in their hands and all that for a 22 € deposit I made there for the last 6 month. So now they are definitely showing me that they don't want to give me my money.

AskGamblers
Posted on June 23, 2022

Dear all,

This complaint has been reopened as per the submitter's request and the AskGamblers Complaint Team would like to give it one more try and help both parties involved in the dispute reach a satisfactory resolution.

Posted on June 23, 2022

After 11 days of waiting there is still NO update. In Live Chat i get different answers everytime, they promised me a couple of times that the cashout would be cleared in the same day which didnt happened they even told me my account was verified and they got all documents needed but i still had to wait. They keep promising things which where only lies at the end.
I really dont understand how a MGA licensed casino can behave such unserious. MGA is also involved already

AskGamblers
Posted on June 23, 2022

Dear all,

We regret to inform you that following the submitter's confirmation that the issue, subject to this dispute, has already been raised with the relevant regulatory body and, taking into account the fact that the parties did not reach a mutual agreement of settling the dispute, the AskGamblers Complaint Team has no other option but to close this complaint as unresolved.

As soon as the AskGamblers Complaint Team is notified about the regulator's final decision on the case, we will comply and mark this complaint accordingly.

AskGamblers
Posted on June 27, 2022

Dear all,

This complaint has been reopened as per the submitter's request and the AskGamblers Complaint Team would like to give it one more try and help both parties involved in the dispute reach a satisfactory resolution.

AskGamblers
Posted on June 27, 2022

Dear all,

Following an email confirmation from the complaint's submitter, the AskGamblers Complaint Team is pleased to announce that the player has been paid. The case has been resolved and closed.

We thank both parties for their assistance during the complaint process.

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