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User : nachetes

Hello, on May 1 I made a withdrawal of €180, on May 14 they returned it to my casino account and I made the withdrawal again and to this day it is still there in process, I do not understand why if I have already deposited and I also already made a withdrawal of 100 euros that did reach my bank account. I have spent more than 2 weeks trying to get them to give me a solution from the live chat, they tell me that they do not understand the withdrawals (textually) and that they should inform the financial support and they always tell me the same thing but nobody answers me or gives me a solution, I hope you can help me solve this case, thanks a greeting.

paradise8 casino

Usuario : nachetes

Hola el día 1 de mayo hice una retirada de 180 €, el 14 de mayo me lo devolvieron a la cuenta de casino y volví a hacer la retirada y hasta día de hoy sigue ahí en proceso , no entiendo el porqué si yo ya he depositado y también ya hice una retirada de 100 euros que si me llego a mi cuenta bancaria. Llevo más de 2 semanas intentando que desde el chat en vivo me den una solución, me dicen que ellos de retiradas no entienden (textualmente) y que lo informaran al soporte financiero y siempre me dicen lo mismo pero a mí nadie me contesta ni me dan una solución , espero puedan ayudarme a solucionar este caso, gracias un saludo.

Dear Nachetes,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please allow me to ask you a few questions, so I can understand the whole situation completely. Have you made any successful withdrawals before? Could you please confirm that you have passed the KYC verification?

Have you accumulated your winnings with or without an active bonus?

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

Best regards,

Kristina

Thank you for answering, yes, I have already successfully withdrawn 1 time (€100), and the next time I made the withdrawal of €180 on May 1 and after two weeks waiting they returned it to my casino account, and I returned to withdraw and there it continues "processing" and no one from the support contacts me.

I got the money by meeting the wagering requirements of moving 350 euros with a bonus of €10 euros.

Gracias por contestar, sí, ya he retirado de forma exitosa 1 vez(100€), y la siguiente vez hice la retirada de 180€ el día 1 de mayo y tras dos semanas esperando me los devolvieron a la cuenta de casino, y volví a retirar y ahi sigue "procesando" y nadie del soporte se pone en contacto conmigo.

El dinero lo conseguí cumpliendo con los requisitos de apuesta de mover 350 euros con un bono de 10€ euros.

Thank you for your reply, Nachetes. Could you please advise which withdrawal method did you opt for? Did you use the same withdrawal method in the past?

Could you please forward all the relevant communication between you and the casino to kristina.s@casino.guru? Alternatively, you can post it here. Thank you in advance.

Dear Nachetes,

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.

Sorry for the delay, I deposited by Mastercard and withdrew by bank transfer and I received €100 (in April), and I have all the required documentation approved by paradise8, but my money still has not arrived, since May 14 it has already passed More than a month, the truth is that this casino is very disappointing and its customer service is very bad, I hope you can help me, thanks in advance, greetings, have a good day

disculpe la demora, deposité mediante Mastercard y la retirada mediante transferencia bancaria y me llegaron 100€ (en abril) , y tengo todo la documentación requerida aprobada por parte de paradise8 ,pero sigue sin llegarme mi dinero, desde el 14 de mayo ya ha pasado más de un mes, la verdad que es muy decepcionante este casino y su atención al cliente es muy mala,espero puedan ayudarme gracias de antemano un saludo que tenga un buen dia

Thank you very much, Nachetes, for your cooperation. I will now transfer your complaint to my colleague Natalia (natalia.b@casino.guru) who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.  

Hi Nachetes,

I've just reviewed your case and am very sorry that you came across such an issue. In order to help you resolve the problem, I will contact the casino and we'll see what can be done when it replies.

Dear Paradise 8 Casino, I'd like to invite you to join this conversation and participate in the investigation. Can you please provide us with more information? Are there any reasons to reject the withdrawal request from the player? If you'd like to attach any supporting evidence, please feel free to attach them to your reply here or alternatively, you can send it to my email address natalia.b@casino.guru.

Looking forward to hearing from you.

Regards,

Natalia

We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.

Hello,

The user posted a bad review as well, which we replied to and received no answer back from him. We find it completely unjustified. Especially when these kinds of reviews are damaging our reputation.

We will paste here our reply to the review. Please let us know in case there is anything else we can provide.

Thank you

"Thank you, Nachetes, for letting us know.

We are truly sorry to hear that you consider this a scam.

Please note that real-play never occurred in your account. You only deposited in order to activate your account to withdraw from a free chip you won. Once you activated your account with a deposit, you cashed out, and the winnings were sent to you.

We think it is more than fair to allow our customers to cash out winnings from a free chip without them ever playing for real, and therefore, and according to our T&Cs, you simply can't continue to cash out on free chips any further unless real-play is taking place first.

We can also see that your assigned account manager has sent you an email with an explanation.

Based on the fact that we did pay you when you were eligible for it, we find this review to be very unfair to us, and we kindly ask you to reconsider it.

Thank you and have a great day.

Paradise 8 Support"

Dear Paradise 8 Casino, thank you very much for the reply.

Could you please specify a few things? So the player took the free chip bonus, wagered it, made a deposit to be able to withdraw their winnings from the no-deposit bonus, and successfully received it (100EUR) in the end? Then, the player took another free chip and just made a deposit to be able to withdraw the winnings from it (180 EUR)?

So the deposit amount was never wagered?

Could you please specify how the player received the second free chip, was it offered by you or the player found it elsewhere?

I'd appreciate it if you can also send me some evidence that confirms that there was no real money play in the player's account. You can send it to my email natalia.b@casino.guru. Thank you.

Dear Nachetes, could you please confirm that you indeed played with no real money and only used free chips?

Best regards,

Natalia

Hi Natalia,

An email with evidence of the customer's banking has been sent to your email. You will be able to see one deposit of the minimum amount ($25) which was used to activate the account and a $100 completed withdrawal as well.

Free chips are continued to be offered by us every now and then in order to allow our customers to check out our big variety of games and help them to decide if they would like to make a deposit for real-play or not. This does not contradict our T&Cs and the fact that in order to keep enjoying cashouts from free bonuses given by us, real-play has to occur first.

Thank you,

Paradise8

Dear Paradise 8 Casino, thank you for the email, I received it.

Could you please also specify the dates when the bonuses were claimed and when the account was registered?

I've found the rule in your terms about claiming winnings from free bonuses:

6.12. A free bonus player (a player who plays only free bonuses, and didn't make a deposit yet) can withdraw winnings when playing his first three free bonuses on his account, during the first 30 days after account registration After three bonuses played or after 30 days since registration date, the funds received from a free bonus will be considered not cashable and will be deducted from the balance or from the withdrawal.

So I wonder if the player was already out of the 30-day timeframe?

Regards,

Natalia

Hi Natalia,

The account was registered on March 21st, while the second withdrawal from a free chip was made on May 14th.

However, this is not relevant to this case since we do not provide more than one withdrawal from a free chip in case there has not been any history of real play in the account. (that is on our T&Cs as well)

Please let us know in case there is anything else we can help with or provide.

Thank you and have a good day,

Paradise8 Support

Dear Paradise 8 Casino, thank you for all the information.

Dear Nachetes, the casino provided us with the evidence that you only used no deposit bonuses for playing at the casino. This is a common rule for the majority of online casinos that players cannot take subsequent free chips without real play between them. Unfortunately, we cannot resolve this complaint in your favor, since we cannot see any fraudulent actions from the casino's side. Furthermore, the terms and conditions of the casino say that players can withdraw winnings from a free chip only once:

6.8. Free bonuses (Comps, Free Chips, converted Comp Points or any other non-deposit bonuses) are playable bonuses awarded to players so they may play free of charge. Free bonuses have a different wagering requirement than other bonuses, and have a fixed withdrawal limit of no more than 100 Credits (100 $,€,£,AUD, or 1000 ZAR). Any remaining or extra balance is 'Non-Withdrawable' and is to be cleared from a player's balance. Each player is allowed to withdraw winnings from a free bonus only once during his/her gaming lifetime unless specifically approved by the casino manager.

6.9. A player who has never made a deposit and wishes to withdraw a free chip win, is required to first make one successful minimum deposit of 25.00 ($,€,£,AUD, or 250 ZAR). This first deposit amount is not allowed to be withdrawn or added to an existing pending withdrawal. If added to an existing withdrawal, the amount will be deducted from the total withdrawal amount. A player who has previously made a successful deposit and is now wishing to withdraw a free chip win, is required to have deposited within the last 30 days in order for the withdrawal to be approved and the deposit cannot be added to an existing pending withdrawal. 

Due to the aforementioned reasons, this complaint will now be rejected. Thank you for your understanding, I am sorry we could not be of more help on this occasion. Please do not hesitate to contact us if you run into any issues with this or any other casino in the future.

Regards,

Natalia