Paradise 8 Casino - Аккаунт игрока был заблокирован после процедуры проверки.

I created an account at this casino a few days ago, received a no deposit bonus and won 100 euros, which is the maximum earnings for this bonus.

They told me that in order to withdraw this 100 I had to make the minimum deposit and make a 1x wager on this minimum deposit, so I also did this.

To carry out the withdrawal they told me to carry out a check and send documents, which were so many documents that I found it strange, they asked me for photos of the front and back of the credit card, they didn't ask me to hide the CCV numbers but I I did it anyway as security.

Today I received an email that my verification was accepted.

However, when trying to access the website, a message appears that the account has been blocked. I can't access the casino and support always takes a long time to respond, as I can only contact them via email.

I think they are taking their time and trying everything to prevent me from receiving the money, on top of that they are always very vague in explaining any doubts I have, they rarely respond to the specific subject trying to avoid the answers I demand.

In short, I don't trust this casino or their support to try to help me.

I hope you can help me, Thank you.

Miguel C****

Criei conta neste casino há uns dias atrás, recebi bonus sem deposito e ganhei 100 euros, cujo é o máximo ganho para este bonus.

Disseram me que para poder levantar estes 100 tinha que fazer o deposito minimo e fazer um wager de 1x sobre este deposito minimo, pelo que tambem fiz isto.

Para efetuar o levantamento disseram me para fazer uma verificação e envia documentos, que já agora eram tantos documentos que até estranhei, pediram me fotos da parte da frente e de tras do cartão de credito, não me pediram para esconder os numeros de ccv mas eu fi-lo na mesma como segurança.

Hoje recebi email que a minha verificação foi aceite.

No entanto ao tentar entrar no site, aparece mensagem que a conta foi bloqueada. Nao consigo entrar no casino e o suporte demora sempre muito a responder, pois so consigo entrar em contacto com eles por email.

Eu acho que eles estão a demorar e a tentar de tudo para eu não poder receber o dinheiro, ainda por cima são sempre muito vagos a explicar alguma duvida que tenho, raramente respondem ao assunto em concreto tentando evitar as respostas que exigo.

Resumindo, eu não confio neste casino nem no suporte para tentar me ajudar.

Espero que consiguem me ajudar, Obrigado.

Miguel C****

Hello bootecas25,

Thank you very much for submitting your complaint and I'm really sorry to hear about your issue with Paradise 8 Casino. Please allow me to ask you a few more question before we would move forward.

Could you please advise since when is your account fully verified? Since when exactly is your account unavailable? When was the last time you spoke to the casino and what was it about? Did they ever explain the reason behind closing your account?

Looking forward to your answer.

Regards,

Nick

They took a long time to check the documents, they asked for documents that no casino has ever asked me for. "Front and back of credit card", for me asking this is not normal and is a bad sign.

Finally I was verified but then they blocked my account, I managed to get in touch with 24/7 support "live chat" and after 5 hours of waiting in the chat they responded and unblocked me, they didn't tell me why I was blocked.

Yesterday I made the withdrawal request, I'm betting that there will be a problem and that it will take more than 1 month. They just like to delay things and find excuses to keep the money.

Eles demoraram muito tempo para verificar os documentos, pediram documentos que nenhum casino alguma vez me pediu. " Parte da frente e de trás do cartão de crédito", para mim pedir isso não é normal e é mau sinal.

Finalmente fui verificado mas depois bloquearam-me a conta, lá consegui entrar em contacto com o apoio 24/7 "live chat" e depois de 5 horas de espera no chat lá me responderam e desbloquearam, não me disseram o porquê de eu ter sido blocked.

Ontem fiz o pedido de levantamento, faço uma aposta que vai haver problema e que vai demorar mais que 1 mês. Eles só gostam de atrasar as coisas e de arranjar desculpas para ficarem com o dinheiro.

They are not a trustworthy casino at all and customer support is a joke where they never explain anything, it's just a waste of time.

Não são de todo um casino de confiança e o apoio ao cliente é uma brincadeira onde nunca explicam nada, é so perder tempo.

Hello bootecas25,

It is a completely common request if you did use the card to deposit into the casino. Also many casinos block the player account until the verification process is finished. Please forward them all the documents requested in order to finish the process.

I'm still waiting for my money. It's been almost a week and nothing. Support rarely responds to me.

This is what they emailed me: "Credit Card*9948 (front and back copies with the first six (6) and last four (4) digits of your card)". (When I had to do verification)

Clearly it's not normal for them to ask for this, it's dangerous and they don't even mention hiding the 3 security digits on the back of the credit card. (For me this is theft)

I repeat again, this casino is fraudulent, I don't trust them, the support has been horrible and the time and hassle required to make a withdrawal is immeasurable.

To deposit is instantaneous, but to withdraw there are a thousand and one conditions and it takes more than 1 month to resolve the withdrawal, "if they ever do". In short, I know that they don't have that many customers and they are purposely taking a long time to return the money earned on their website.

I'm sure this complaint is far from resolved.

Ainda estou à espera do meu dinheiro. Já faz quase 1 semana e nada. O suporte raramente me responde.

Isto foi o que eles mandaram-me por email: "Credit Card*9948 (front and back copies with the first six (6) and last four (4) digits of your card)". ( Quando eu tinha de fazer verificação)

Claramente que não é normal pedirem isto, é perigoso e nem sequer mencionam esconder os 3 digitos de segurança na parte de trás do cartão de credito. ( Para mim isto é roubo)

Eu volto a repetir, este casino é fraudelento, não confio neles, o suporte tem sido horrível e o tempo e a complicação necessária para poder efetuar um levantamento é imensurável.

Para depositar é instantaneo, mas para levantar existem mil e uma condiçoes e demoram mais de 1 mês para resolver o levantamento, " se alguma vez o fizerem". Resumindo eu sei que eles não têm assim tantos clientes e estão a demorar de proposito para devolver o dinheiro ganho no site deles.

Tenho a certeza que esta reclamação está longe de estar resolvida.

I hope you can help in this case, I still haven't received the money in my bank account and the maximum period of 12 days that they told me in this casino's online support has passed.

Espero que consigam ajudar neste caso, ainda não recebi o dinheiro na minha conta bancária e já passou o prazo máximo de 12 dias que eles me disseram no suporte online deste casino.

Hello bootecas25,

Unfortunately if you do not wish to forward them the requested information in order to verify your account there is nothing we can do. Every player must go through the verification process and if they refused to, there is no possibility to withdraw any money from the casino.

Nick, you misread my complaint. I was already checked 2 weeks ago as I said before. They don't want to pay me and they are always inventing new terms so I don't get paid. Initially they told me that I had to deposit to withdraw the bonus. I was informed that I could withdraw the bonus and had to wait a maximum of 12 days.

However, today I received this email: Hello Miguel,

Hope this email finds you well.

In accordance with our terms and conditions, the maximum cash out for

deposits up to 250 is 10 x the deposit amount, and the bonus amount gets

deducted upon withdrawal.

Due to the bonus deduction and your requested withdrawal amount there is

not enough funds to pay.

You are more than welcome to reverse your withdrawal to win more.

Please come to our 24/7 live chat (chat bubble on the top right of the

screen), and one of our agents will help you with anything you need.

Thank you and hope to see you online soon.

Nick, você não leu bem a minha reclamação. Eu já fui verificado há 2 semanas como disse anteriormente. Eles não me querem pagar e estão sempre a inventar novos termos para eu não receber. Inicialmente disseram-me que eu tinha de depositar para levantar o bonus. Fui informado que podia levantar o bonus e tinha que esperar 12 dias no maximo.

Entretanto hoje recebi este email :Hello Miguel,

Hope this email finds you well.

In accordance to our terms and conditions, the maximum cash out for

deposits up to 250 is 10 x the deposit amount, and the bonus amount gets

deducted upon withdrawal.

Due to the bonus deduction and your requested withdrawal amount there is

not enough funds to pay.

You are more than welcome to reverse your withdrawal to win more.

Please come to our 24/7 live chat (chat bubble on the top right of the

screen), and one of our agents will help you with anything you need.

Thank you and hope to see you online soon.

They don't want to pay me what they owe and they are always inventing or delaying the process as long as possible, please get in touch with them as soon as possible, as I alone cannot do anything against so much trickery and stealing. Thanks

Eles não me querem pagar o que devem e estão sempre a inventar ou atrasar o processo o mais possível, por favor entre em contacto com eles o mais rápido possível, pois eu sozinho não consigo fazer nada contra tanta malandrice e roubalheira. Obrigado

Last thing, I followed all the terms necessary to carry out this withdrawal. Everything was checked and confirmed by support before I made a withdrawal request. Please get in touch with them to see if they finally act in accordance with the terms they present.

Thanks

Ultima coisa, eu segui todos os termos necessários para efetuar este levantamento. Foi tudo checkado e confirmado pelo suporte antes de eu fazer um pedido de levantamento. Por favor entre em contacto com eles, para ver se finalmente agem em concordância com os termos que apresentam.

Obrigado

"the maximum cash out for deposits up to 250 is 10 x the deposit amount, and the bonus amount gets

deducted upon withdrawal."

This email received today with this term that does not even belong to the subject in question as the withdrawal refers exclusively to winnings achieved by the bonus and not to the deposit I made.

I repeat, the requested withdrawal is exclusively related to the winnings of the maximum bonus of 100 euros, which is the withdrawal intended by me. This term presented by them above does not pertain to this specific case as I am not making a request to withdraw the deposit but only the bonus as indicated on their website under the terms of the "no deposit" bonus. Thank you, I hope you can help me soon, as they take a long time to respond and I just feel like I'm going in endless circles. It's taking a while for me to give up the case but I know I agree with all the terms, hence my frustration.

"the maximum cash out for deposits up to 250 is 10 x the deposit amount, and the bonus amount gets

deducted upon withdrawal."

Este email recebido hoje com este termo que não pertence sequer ao assunto em questão pois o levantamento refere-se exclusivamente a ganhos conseguidos pelo bonus e não ao deposit que efetuei.

Repito, o levantamento pedido é exclusivamente referente aos ganhos do bonus de maximo de 100 euros que é o levantamento pretendido por mim. Este termo em cima apresentado por eles não pertence a este caso em concreto pois eu não estou a fazer pedido de levantamento de deposito mas sim só do bonus como é indicado no site deles nos termos do "no deposit" bonus. Obrigado, espero que me consiga ajudar brevemente, pois eles demoram muito a responder e só sinto que estou a andar em circulos sem fim. Estao a demorar para eu desistir do caso mas eu sei que estou em concordancia com os termos todos por isso a minha frustação.

I still haven't been paid, I've requested withdraw on the 26th of october.

As I wrote before:

1) Verification was accepted 3 weeks ago.

2)I'm in accordance to all their terms and this has also been confirmed by them many times.

3)Every time I ask support for the money they just send me email with excuses and delays, they don't reply clearly to my questions and support is non-helpful.

4) It's already passed the maximum withdraw time of 12th business days and still haven't received anything.

5) I was told by support that everything checks right and I should receive the money soon but 3 weeks have passed and nothing in my bank account.

At this point all my contact to them has been completely ignored and in vain.

Please, help me on this case and try to contact them to put pressure on them.

Thank you bootecas25 for all the information provided. I will now forward your complaint to my colleague Tomas (tomas.k@casino.guru) who will be assisting you from now on.

Wish you best luck luck resolving it.

Regards,

Nick

Hello bootecas25,

This is Tomas, and from now on, I will be taking care of your complaint. I have reviewed your case and will contact the casino to see if I can help.

Dear Paradise 8 Casino,

Can you please comment on the player's issue? Why the bonus winnings have been deducted?

Thank you in advance for your cooperation.

Kind regards,

Tomas

I received the money today, it's resolved. Thanks for the help casinoguro!!

Recebi hoje o dinheiro, está resolvido. Obrigado pela ajuda casinoguro!!

Dear bootecas25,

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