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Good fellow casinoguru, I want to express my dissatisfaction and at the same time announce my complaint due to the mismanagement of documentation verification by Paston. Since February 27, I have the withdrawal button blocked waiting for the verification of the selfie holding the DNI. The selfie was sent on the 27th, and the only answer they give from the chat is that another department is in charge of verification. There are several days waiting and without knowing if my money can be withdrawn. Thanks for reading and I hope I can solve this unfortunate situation.

Buenas compañeros de casinoguru, quiero manifestar mi descontento y a la misma vez anunciar mi queja debido a la mala gestión de la verificación de la documentación por parte de Paston. Desde el dia 27 de Febrero tengo el botón de retiros bloqueado a la espera de la verificación del selfie sosteniendo el DNI. El selfie fue enviado el mismo dia 27, y la única respuesta que dan desde el chat es que es otro departamento el encargado de la verificación. Son varíos días a la espera y sin saber si mi dinero podrá ser retirado. Gracias por leerme y espero poder solucionar esta desgraciada situación.

Dear Gmguille15,

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.

Do I understand correctly that verifying your selfie seems to be the only obstacle standing between you and your winnings? Have you provided all the other requested personal documents for verification?

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,

Petronela

Hi, thank you for you answer. Yes, in principle the only document I need is the selfie holding the ID. I'm still waiting for it to be verified. Thank you

Hola, gracias por su respuesta. Si, en principio el único documento que me hace falta es el selfie sosteniendo el DNI. Sigo esperando que me lo verifiquen. Gracias

Thank you very much, Gmguille15, for providing all the necessary information. I will now transfer your complaint to my colleague Tomas (tomas.k@casino.guru) who will be at your assistance. I wish you best of luck and hope to see your problem being resolved to your satisfaction in the near future.  

Thank you, I also hope the solution soon. It's already two weeks of waiting 🙁 Greetings!

Gracias, yo también espero la solución pronto. Ya son dos semanas de espera🙁 Saludos!

Hi, sorry for any inconvenience this may cause. Do you know anything about my case? It's already been 2 weeks to wait for ID verification and the only thing they answer me through Paston's chat is to hope that it doesn't depend on them but on another department. I'm sorry to bother you while I thank you for your attention, time and help to solve my setback. Greetings,

Hola, disculpen las molestias que pueda ocasionar. Saben algo de mi caso? Ya son 2 semanas de espera de verificación del DNI y lo único que me contestan a través del chat de Paston es que espere que no depende de ellos sino de otro departamento. Siento molestarles a la vez que os agradezco la atención, tiempo y ayuda para solucionar mi contratiempo. Saludos,

Hello Gmguille15,

This is Tomas and from now on, I will be assisting you with this case. In order to help you resolve the problem, I will now contact the casino.

I'd like to invite Paston Casino to join this conversation and participate in the investigation.

Can you please provide us with any reasons for the delay in the completion of the KYC procedure which causes the problem with the withdrawal request for the player?

Thank you.

Best wishes,

Tomas

Hi Gmguille, sorry for the delay. The withdrawls of this amount requiere some extra verifications that can take a bit long. Your withdrawl is on its way out.

Best regards,

PASTÓN.es

Thank you, Paston Casino, for providing the information.

Dear Gmguille15,

Could you please update us once you have received the payment?

Kind regards,

Tomas

All ok! Thank you

Todo ok! Gracias

Dear Gmguille15,

I'm glad to hear that your issue has been resolved successfully. I will now mark the complaint as 'resolved' in our system. 

Thank you for your cooperation, and please do not hesitate to contact our Complaint Resolution Center if you run into any issues with this or any other casino in the future. We are here to help.

Best regards,

Tomas