Home Complaints Paradise 8 Casino - Player’s struggling to withdraw his winnings via Bitcoin.

Amount: £70

Paradise 8 Casino - Player’s struggling to withdraw his winnings via Bitcoin.

6.7/10 Good reputation Submitted: 25 Apr 2020 | Case closed : 24.06.2020
Our verdict

Player stopped responding

REJECTED

Case summary

20 days ago - 24 Jun 2020

The player from Australia has requested to withdraw his winnings to a Bitcoin e-wallet. Unfortunately, due to incorrect Bitcoin address, the transfer was unsuccessful. We rejected the complaint because the player didn't respond to our messages and questions.

Written by Juli
Casino analyst
Public

Cant withdraw to my bank card after depositing with my card. Only available withdraw option is bitcoin. I've never used bitcoin. Ive emailed back to the supposed 24/7 customer support. They've not got back to me. I've completed all wagering requirements on any bonus and then made the small deposit they asked for, so then I can access my funds. I've now resorted to making a bitcoin wallet and attempt to withdraw my funds. The address I happen to enter in invalid.

Public

Dear la,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Could you please advise if you have tried to communicate this issue with the casino? Please forward any relevant communication to [email protected]. Have you deposited funds in to your account with the Bitcoin e-wallet prior to requesting a withdrawal? 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,

Petronela

Public

Yes and they have finally replied. Unable to provide any reason as to why I cant withdraw to my bank. Days after they ask for verification. Exceptionally thorough. Theres a form to fill out and sign. They want picture of government issue I'd with name and address, utility bill. Only thing the didnt ask for was a copy of dental records. And sorry for not being ul to date on bitcoing. I prefer the traditional just using my bank account. They're happy to take deposits from your Visa card but unwilling to even give any sort of reason as to why I cant withdraw to my card. Avoid this company and its sister companies.

Public

Dear la,

Do I understand it correctly that your verification has been completed successfully, or still not?

Public

My verification isnt complete. I tried to send what they asked but the file was to big. I've messaged asking where to send it but still waiting in response. I have never used bitcoin ever. I only ever use my card. They have offered me a reverse withdrawal bonus though. Seems like they dont want me to get my money.

Public

I’m sorry, but could you clarify which address was invalid (I’m referring to your first reply).

Public

Dear la,

We are extending the timer by 7 days. Please, be aware that in case you fail to provide the required information in the given time frame, we will reject your complaint.


Public

Hi, the bitcoin address, I've managed to get it correct and requested a withdrawal. They've asked me to provide verification details. I've emailed and asked where I've to send it to as the file was too big. They havent replied and that's been a week now 😐

Public

Thank you very much la for providing all the necessary information. I will now transfer your complaint to my colleague Juli 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.

I truly believe it’s only a matter of time before you’ll receive your delayed withdrawal.  


Public

Thanks so much for your help petronela!

Public

I am very sorry to hear about your negative experience. Please, be aware that all casinos take KYC very seriously in order to send the winnings to the right player. In some cases, it might take a bit longer. The procedure can even take more than a week, especially if you requested a withdrawal for the first time. Please be patient. 

Public

Hi, I cant get my withdrawal because they havent replied to me when I've asked where to send my verification details. They state that they can withdraw to bank, but they only have option to withdraw via bitcoin

Public

I would kindly ask the casino where is the problem with verification. We would like to know which documents you are missing, so the player can provide them as soon as possible.

Public

Hi Ifergo,


We are still waiting for you to send us your verification documents. We recommend that you send JPG or PDF files no bigger than 5MB. If you have big files, please attach only 1 file per email and send us several emails, no problem there.


We will be happy to honour any winnings once an account has been verified successfully.


We provide Bitcoin tutorials on our site and you are welcome to get a Bitcoin step-by-step walk-through with one of our customer service live chat agents.


Thank you for your cooperation and understanding.


Best regards,


Oliver King

Casino Host

Public

Dear player,

I recommend you to contact the casino and find out what documents exactly are required and provide them in best possible quality and as soon as possible. If all the data is correct, there should be no reason for the casino to delay your withdrawal.

Public

Hi ,


The documents required are:


  • Copy of government-issued ID
  • Copy of recent Utility Bill displaying registered address (no older than 2 months)
  • Front and back copy of card(s) used to deposit (leave only the first 6 and last 4 digits visible, cover the CVV code).
  • Filled and signed copy of the Verification Form.


All these documents are specified in the security document request email sent to you.


Thanks for your cooperation.


Oliver King

Casino Host

Public

Hello,

Please, any update regarding your issue?

Public

Just avoid them. They shouldn't be used at all. There is much better casino that anyone should try first. I've tried sending a jpeg file but it gets declined because file is too big. Maybe you should make people aware that you can only withdraw to bitcoin even after depositing by card. I have no interest in cryptocurrencies. Do you need me to make a demo on good customer service Oliver?


Public

Hi,


As of May 4th this year, we have published on our site:


https://paradise8.com/banking.php


Please note that players in the US and UK can currently withdraw winnings through Bitcoin only.


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We can't, unfortunately, publish the banking details for each country, so we always encourage our players to check with our staff for available methods, as stated in our terms:


In order to request a withdrawal, our system requires a verification deposit of the minimum amount (€/£/AU$/$25) or (R250) into the casino with the same method that you will use to withdraw. This is done in order to link your withdrawal method account with your casino account. This verification deposit does not have any wagering requirements and can be cashed out right away unless you claim a bonus with this deposit. Please verify with our staff which withdrawal methods are available in your region before you make your verification deposit.

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That said, Bitcoin is a universally accepted method. A player from nearly any country in the world, particularly in the U.K., is allowed to open a Bitcoin wallet. So we are in no way hindering a player's ability to cash out.


Thank you for your understanding.


Oliver King

Casino Host



Public

Eat a d**k Oliver. You work for the worst casino in existence. You're rated 2.5/10 🤣🤣🤣🤣🤣🤣🤣🤣🤣🤣🤣🤣🤣🤣🤣🤣🤣🤣🤣🤣🤣🤣🤣🤣

Public

Hello,

In order to help you, I would like to know whether you sent all the required documents listed in the casino's answer. Was your account confirmed to be fully verified? If not, that may be the reason why you aren’t able to withdraw your winnings yet.

Please understand, that variety and accessibility of payment methods is not managed by the casino exclusively. Several factors as the Licensing Authority, geolocation, and contracts with the payment providers, all have a major influence. As Oliver wrote before, you need to try a different payment method for a withdrawal.

Public

Dear player,

Is there any new information regarding your case?

We are extending the timer by 7 days. Please, be aware that in case you fail to reply and provide the required information in the given time frame, we will reject your complaint.

Public

Unfortunately, we’re rejecting this complaint because the player hasn’t responded to our messages and questions. Therefore, we’re not able to proceed with further investigation or suggest possible solutions.

The player can reopen this complaint anytime.