Parasino Casino - Igrač ima kašnjenje u povlačenju zbog neodgovarajućeg odgovora na verifikaciju.

The casino is asking for account verification but there is no response either in chat or via email. There are more than 800 $ on the website.

Казино просит подтвердить аккаунт но ответа нет ни в чате ни на почту. Деньги на сайте более 800 $

Hello maximai,

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

Could you please advise since when exactly is the verification process ongoing? Which documents have been already approved and which ones not? When was the last time you spoke to the casino and what was it about?

Please note that the verification process may take up to 14 days after sending in all the requested documents.

Looking forward to your answer.

Regards,

Nick

The verification process continues for an unknown amount of time and it is unknown whether such a process exists at all, if you count from the time you sent the documents - 7 days.

No documents have been approved yet, and there is no confirmation that the casino has received them either.

The last time I talked to the casino for the whole month about depositing and withdrawing funds and did not receive a single answer either in the support chat or by email from the official website.

Thank you for noting that the verification process may take up to 14 days after all requested documents have been submitted. We are waiting. Now 7 days have passed. No answer.

Funds in the account over $1100

Процесс проверки продолжается неизвестно сколько и неизвестно - есть ли вообще такой процесс, если считать с тех пор как отправил документы то - 7 дней.

Никакие документы еще не утверждены, подтверждения что казино их получило тоже нету.

В последний раз я разговаривали с казино в течении всего месяца о вводе и выводе средств и не получил ни одного ответа ни в чате поддержки ни на почту с официального сайта.

Спасибо что обратили внимание, что процесс проверки может занять до 14 дней после отправки всех запрошенных документов. Ожидаем. Сейчас прошло уже 7 дней. Ответа нет.

Средства на счету более 1100 $

Hello maximai,

As the recommended time frame still has not passed, and due the upcoming holidays, I would recommend to wait until the next week with the verification. Please let us know in case it would take longer so we can then try to intervene.

Dear maximai,

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.

Hello!

Still no response to email or chat.

The account appears as inactive and requires verification.

All documents were sent twice, there was no response to any letter.

Здравствуйте!

До сих пор нет ответа ни на почту ни в чате.

Аккаунт светиться как не активный и требует верификации.

Все документы отправлены дважды, нет ответа ни на одно письмо.

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

Wish you best luck resolving it.

Regards,

Nick

Thank you, I'm waiting

Спасибо, ожидаю

Hello maximai,

I'm Michal, and I have taken over your complaint. I have reviewed this case and just so you know Parasino Casino was not very cooperative with us in resolving player complaints in the past, so the outcome of your complaint is rather uncertain. I will still try to contact the casino to shed more light on this matter

We would like to invite Parasino Casino to join the conversation.

Dear Parasino Casino,

Could you kindly furnish details explaining the reason for the delay in processing the player's withdrawal? Why have the player's documents not yet been reviewed and verified?

OK, thank you!

Спасибо, хорошо!

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.

Dear maximai,

I have tried to contact the casino repeatedly, but as expected, I have not received a response back at all. I’m afraid there is not much that can be achieved without cooperation from the casino side. I will mark the complaint as "unresolved" in our system. I understand this isn't a satisfactory solution to your issue. However, the decrease in the rating caused by unresolved complaints might help change the casino's approach and this unresolved complaint will be used as a warning to other players that the casino might confiscate winnings without sufficient explanation. If the casino decides to react, we will reopen the complaint, and you will be notified by email.

Since the casino doesn't hold a valid license and doesn't utilize any Alternative Dispute Resolution (ADR) services, there's no gaming authority to approach, leaving us with no further avenues for action. I would advise selecting casinos in the future based on their reviews and ratings to steer clear of such situations.

I am sorry we could not be of more help on this occasion.

Best regards,

Michal

Casino Guru