Paris Casino - プレイヤーの出金が遅れ、アカウントが停止されました。

Hello, I wouldn't normally submit a complaint, but the behavior of the casino has forced me to do so. I submitted my documents on FEBRUARY 4th, but since then, nothing has happened. I tried to ask in the chat how long the casino will take to process them. Despite repeatedly asking, the chat did not provide me with an answer at all, but instead said "byebye" and suspended me from chatting. I can email you the chat so you can see what I mean. I have requested withdrawals multiple times, but they have been cancelled. Currently, there is a pending withdrawal of 700 Euros. What also confuses me is that Askgambler and LCB have listed the casino as closed. When I asked the chat about this, they simply said they didn't know anything.

Hallo, normalerweise würde ich noch keine Beschwerde einreichen aber durch das Verhalten des Casinos bin ich dazu gezwungen. Ich habe meine Dokumente am 4. FEBRUAR eingereicht seitdem ist nichts geschehen und ich wollte im Chat nachfragen wie lange das Casino dafür braucht. Der Chat hat mir kein einziges Mal trotz wiederholtem Fragen eine Antwort darauf gegeben und dann byebye gesagt und mich für den Chat gesperrt. Ich kann ihnen gerne den Chat per Mail senden damit sie sehen was ich meine. Ich hab mehrmals Auszahlungen angefordert aber wieder storniert. Aktuell ist eine Auszahlung von 700 Euro vorhanden. Was mich noch stark irritiert ist das Askgambler und LCB das Casino als geschlossen Listen. Der Chat meinte dazu nur er wüsste von nichts.

Dear yasin61, 

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 take KYC lightly and it might take a few working days to complete this thorough process. 

Could you please advise which documents you have already provided and when exactly did you send the last one? Have you provided all the required documents as soon as possible and in the correct format? 

I hope we will be able to help you to resolve this issue as soon as possible. Thank you in advance for your reply. 

Best regards, 

Veronika

Dear yasin61,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

Unfortunately, the player has not responded to our messages and questions. Consequently, we are unable to investigate further and have no choice but to reject this complaint.

The player can reopen this complaint at any time.