Paradise— player complaints: 22 in English

Hello The Pogg complaints team. I am submitting a complaint regarding Paradise Casino being unable to locate my 500.00 winnings that were accidentally sent to a closed account. The money in question was won on Oct 22nd 2023 and processed on Oct 24th 2023 to a closed acct. I have been trying to work with Paradise to resolve this without a 3rd party for well over a month now to no avail. It took them almost a month to even open a ticket regarding this issue. I finally had to contact the MGA who directed me here to you at The Pogg with a ticket ref number. I know you at The Pogg are very busy assisting players all over the world and I did not want to have to bother you but Paradise Casino sent me a notice stating they will be closing down their establishment on Jan 1st 2024 so time is of the essence. If they are able to close down without paying my wi nings out it will surely diminish trust and faith in N1 Interactive Ltd that umbrellas this Casino. I appreciate you considering assisting me with this issue 🙏

I made a €20 deposit on 2023-09-08 10:03:57 UTC at Paradise Casino According to the bets history I started playing with the €20 euro deposit on 2023-09-08 10:05:01.720 When I make a sum of al the bets I have made since then I come to the amount of €596,63. That is possible because I had winning spins during playing. But I did not withdrawal any of that and kept playing and lost it all. Since I played with real money and the winnings are real money too, I have lost €596,63. Because I could have chosen at some point to make a withdrawal. So I believe I should have got a 5% cashback over the €596,63 because Paradise Casino does mention on this page https://www.paradisecasino.com/vip: "The cashback is added to your account everyday at 00:00-04:00 UTC with x1wager. The cashback is based on daily real money losses sum and does not depend on the player's VIP level." The money I lost was all real money, if I would have made a withdrawal I would also recieved real money. The highest balance during playing was at some point €109,60. If I would have chosen to make a withdrawal at that point I would have had a profit of €89,60. Isn't that real money? Nowhere in the explanation about the cashback, in the general terms or bonus terms they mention that cashback is only based on the deposit amount you have lost.

Hello, So casino wants me to do additional verification and asked me many documents. I provided all what they asked and now they want me to provide again more documents from my random payments what i have got to my bank account. I cannot provide those documents and now they dont let me to withdraw because of this.

I load up more handy 10 documents and they dont done the withdrawl. They will be see 6 month income ans others. I do all i can and the DSVO dont alow have my income documents to them. I Show all absolut bankaccount incomes and some else. I want my money.

I was verified and withdraw before then after a year without playing i deposited 30$ for the xmas promo and won 190.05$. They suddenly requested me to fully KYC once again then asked for 6 months ofo bank statements and selfie of me asking me stuff that is literally impossible. I know N1 group that's why i barely play them as they always pull shady stuff like that. But now after 3 days support said for the 3rd time that i had to answer questions from their email but they never sent it. Every day support said they were sending but nothing (lies i been there before with another N1 casino, they made me change my email to another one then claimed i violated tos by changing email and [EDIT] my money). So instead i wrote directly to them by email and asked them to reply to this email which they never did of course. But even if i had that email, they have not even looked in all the dozens of documents they asked me to give which tells me the second i clear the email questions they will fall back to my docs and start denying them. It's clear N1 casinos have a protocol to stall and not pay and other players complaints says exactly that. Can you help me please? ty

Hello, I played this casino called Paradise casino at 13.5.2022. I won 5249,09€ and tried to withdraw my funds. Next day my casino account was closed by casino and I tried to figure out whats wrong. I've been trying to verify my account on Paradise casino last month but they are not able to verify my account. I've sent all the documents they asked for and they approved all. Last task was skype verification. You need to know that I don't have the best english and they didn't accept that. They said I didnt pass the skype verification and I asked that could we do another verification with translator with no respond. I didnt get any kind of respond what were wrong. Now they want to refund my deposit but I want my winnings. Best regards

I played on this site. Never won over 1000€ and when I tried to withdraw my funds, they reduced my funds from 2839,68 to 500eur. They don't reply to my emails so I have no clue how they came up with this calculation. Only message I received was "We have to inform you that the bonus you've been playing with has the maximum win amount. According to our bonus terms, your balance has been corrected due to the maximum win amount. Please, order an entire sum for withdrawal as any further winnings gained from this sum will be counted as gained from the bonus and be a subject to void." on 12.3.22. I strongly believe that they owe me the whole amount.

I made Deposit 40 Euros via Paysafecard account from my Brother.We live in same Home and use same Paysafecard Account.Casino Paradise said my at first that my Account is verificated.And Then They blocked my Account after i asked to Withdrawal for 4000 Euros.It is a Scam!They dont pay my Money.I can send you all Screenshots from my Account. Lots of People have same problems with N1 Casino. They ask nothing before Money Pay. And now, they blocked my Account.They said, They have subtracted My Winning.. IT S A BIG SCAM! Please help me about it. I need this Money..

Hi they are refusing my cashout of 300. I have had numerous problems with this site in past. I deposited via credit card last week and cashed out 300. I have already verifed my documents twice on this site. So i cashed out but then they denied it..there reason being they wanted proof of deposit from an interac transfer all the way back on april 13 2021..its not relevant at all so not sure why they asked for it...but i went through my bank account and provided a screen shot of it with the gigdat number..i proceeded to cash out again..only to see it denied again.....i went to live chat to ask why and theu said now they want the email from gigidat showing i paid..even tho my screenshot had all the information they needed. I dont have have this email anywhere and have no clue how to find out get it...but why do they even need it....that deposit on april 13th has nothing to do with the credit one i made. They are just making it near impossible to get my funds..i provide what they ask..then they ask for something else. This site did same thing to one of my friends. Can u guys please help me get my cashout? Thank you

I was playing the casino's 'reload bonus'. I've made a big win (€852) and after that, I've accidentally cancelled the bonus and 'lost' my winnings. My own dumb mistake, so contacted a live chat agent and explained the situation. She told me there is nothing that can be done to revert my stupidity. I also told the support agent that i understand that it's my own responsibility and mistake. But after spending a lot of money in the last few months, i was hoping for a little bit of leniency. Although i also understand that I am not the first dumbass to make this mistake, i still hope there is something you can do. Regards,

first of all I wanted to tell you that I have excluded myself for life from this casino all withdrawal requests have been refused with instadebit which is related to my bank account with which I have already made a deposit supporting proof I saw a lot of complaints on several sites from customers who had the same problem moreover i have a huge amount of evidence even if I do not have the right to the claim I can provide you with all the evidence I have to have your opinion on the dispute view that you recommend the casino on your site say it is honest and reliable this is the first time in ten years that I have a withdrawal problem with a casino and I have made hundreds of transactions even with playojo that you have blacklisted from my point of view they are more honest and just the service has the clientele can be long at times but at least they are very clear and courteous heaven has more than nonexistent service so it's ridiculous thank you for your understanding even if I do not have a refund from paradise I would be ready to reactivate my paradise account with an offer from paradise maybe it is she who shows that they have good will and are not indifferent with the customers maybe there was a bad communication since my language is french and i need to translate all messages

Hello, So i was playing this paradisecasino (paradisecasino.com/) first deposit "non-sticky bonus" Then i won 377,5€ and decided to cancel my bonus because it was "non-sticky" as it says on rules. b25. All the bonuses are non-sticky. When accepting a deposit bonus, kindly remember that your deposit is locked with the accepted bonus. This means that you have two options, either to complete the wagering requirement of the bonus, or cancel the bonus. If you choose to cancel the bonus, the bonus and all winnings attributed to the bonus will be lost. Wagering with both the bonus money and your deposited cash will count towards the wagering requirement. So after i canceled my bonus my won money was gone and all i had left was my 100e deposit. And what i have understand from non-sticky bonuses are that if u play with your own money first and win you can cancel this bonus and keep money. Atleast this it how it works in all other casinos i have played.

Hello. I want to file a complaint about the casino paradisecasino.com . I just recently tried playing in an online casino. To select a casino, I used the rating from the ThePogg site. to avoid problems, I used the recommended casino. I was sure I wouldn't have any problems, but I was wrong. 21.10.2020 I registered in paradisecasino.com I made a Deposit of 80 euros, used the bonus 125% to the first Deposit and won. I have never won so much, but this was a recommended casino, so I could not have thought that there might be problems with verification, since I have no problems with documents, there are also delays in getting some documents due to COVID-19, which is why many companies and their employees work remotely, which sometimes makes it difficult to get some documents. Immediately after winning and fully wagering the bonus received, I proceeded to verify my account, I provided a photo of my passport, Bank statements and a screenshot from my personal account of my Skrill account, the documents were uploaded in the Documents section in my account. 22.10.2020 at 04: 03 am I received an email from the casino that my account is fully verified. I logged in to my account and put my balance on withdrawal. At 09: 49 of the same day, I received an email that the withdrawal was canceled and a request for a new photo, a selfie with a passport. When I got back from work, I saw this email and thought it was strange, since my account was already verified. I took a photo with my passport and uploaded it to the documents section in accant. 23.10.2020 at 10: 39 I get a repeated request for selfies with my passport that I uploaded last night. 24.10.2020 I decided to contact the chat to find out more about what is happening, the robot immediately communicated with me and asked me to upload a passport photo and a screenshot with information from my Skrill to my account, I wrote that I want to communicate with the agent and soon he was already connected to the chat. I asked why my account was verified, and then the withdrawal was canceled, a new snapshot was requested that I uploaded, and the withdrawal was canceled again. The operator asked me for a selfie with a passport with one eye closed, I asked again if this was a joke, and I received a repeated request for this document. Even at this moment, I had the feeling that something was already going wrong. I took a picture and uploaded it to my account. 28.10.2020 I decided to contact the chat again to find out what is happening, because I have already received messages 2 times that my account is verified, and withdrawals were canceled all the time and something was requested again, to which I received a new request for documents. One document should confirm my income, the second document should show the source of funds in my account that were used for the Deposit, and the specialist promised me that this is exactly the last requirement. 05.11.2020 I wrote to the casino that I will provide the requested documents a little later, since the person responsible for issuing such documents in our company is working remotely due to quarantine in the office, so I can't get the document quickly. On the evening of 05.10.2020, I received the requested document from work, uploaded a salary certificate for 3 months from work to my account, plus a screenshot of some transactions from my Skrill account, which shows that I received a withdrawal from another casino and used part of the amount for a Deposit in paradisecasino.com , as well as again put the entire amount on withdrawal. 06.11.2020 I get a new email from the casino, they ask me to give them my mobile phone number. At 13: 54, I replied to their email, indicated my mobile number, and I also noticed that access to my account was blocked, I also asked this question in the response email. Still, I decided to write to the chat, as this situation began to annoy me very much, I asked why my account was blocked, I was told that this was the decision of the administration and that they would contact me by phone. A few hours later, I received another email from the casino asking me to give them my Skype username. I immediately responded by specifying only the requested username in the response email. 13.11.2020 I decided that it was time to remind myself, as I did not receive any new emails, and I also did not receive a Skype call. 14.11.2020 I received a response that my username was passed to specialists for verification and that I need to wait for feedback. 16.11.2020 I wrote that I have been waiting for feedback for 10 days, but nothing happens. To which I received a response that the casino has the right to suspend the verification procedure until the investigation of all details possibly related to certain violations. From this message, I realized that all my suspicions about [EDIT] on the part of paradisecasino were confirmed. I registered, made only 1 Deposit, used the bonus, won, met the wagering requirements, uploaded a whole bunch of documents, waited for verification for almost a month - and now they tell me that I may be a fraudster. I ask you to join the solution of the current situation, because I believed both you and this casino, and I have only a month of irritated mood and the feeling that they just want to deceive me and throw! I can provide all screenshots of all chats and all received and sent emails. Please help me, because I did everything in my power, and now I'm just ignored.

I have requested to cash out 4 times over a week, they continue to discard my request. I have submitted the documents they require yet they are taking no action!

Hi self excluded from n1 casino as have gambling problem they let me reopen my account with there sister website paradise casino which was currently self excluded also I have contacted customer service and they won't refund me money and wernt very helpful on gambling advice and support asked them few times and they ignored me until finally sending me a link and attudte toward customer was not profisonal as if don't feel so bad as it is ?

Recently tried to withdraw my winnings and they wanted documentation of my accounts which I sent them what I’ve sent every single casino asking for the same stuff. Only this time they said I need to have the merchant detailed on the statement along with my name and account and all that but online banking does not show statements like that. So I sent both my account with name and info along with a photo of my banking statement listing gigadat number on it but they refuse to accept that because it doesn’t say paradise on it. But I tried to explain that gigadat is a 3rd party company and their records are sent to them with the Info on the deposit. Well one lady I talked to said I could withdraw from idebit if I have deposited in the account before. So I went and deposited the lowest amount I could so I could withdraw. They approved the idebit but still want me to prove it’s my account that says their company on it. It’s not going to ever happen because there’s a middle partner involved who did the deposit. So I sent a void check, I sent utility bills and nowhere on their rules does it state that I have to have all my deposit methods verified by them before they’ll approve a withdrawal. If someone had withdrawn from idebit first and not Interac they wouldn’t have been asked to verify their Interac payment because idebit verified everything as well. So now that I did Interac they won’t let me take my money. I have shown them multiple photos that all link together showing it’s my account but because it’s not on ONE photo it’s not acceptable. But online banking doesn’t work that way!

Hello, I've deposit 500€ at the beginning and won 1500€. After that I had to make 3x wager from my deposit (it's okay like in their terms). After that they wanted some document when I requesterd the withdrawal. I uploaded this documents and after this they said I have to make 10x wager from my deposit. After I made 10x wager, they wanted 2 Photos, where I have written something on a paper and a Photo of mine. After I uploaded this they blocked me and confiscated my money. Best regards,

Hello, I have an account at paradise casino for a while now. I have uploaded my documents and they were approved. I have made several deposits and also made a few successful withdrawals in the past. Today i made a few deposits and got a little bit lucky and requested a withdrawal. Now they are asking from me to take a selfie with id, date and text on a piece of paper. I think they went too far with this and i would like to request your help to get my money refunded from the date of my last approved withdrawal and to close my account. I have no problem with their sisters casinos. They paid me as soon as possible. Thank you in advance.

I registered to paradisecasino an collect first deposit bonus (300€ deposit and 375€ bonusmoney) after wagering (30x bonus = 11250€) i got 1500,60€€ which i tried to withdraw. Then problems started casino sended me email that the withdrawal is declined "ask more in chat" of course i go to the chat and ask what is this? They said i have violated their terms and conditions, exact "i have used multiple accounts to get bonuses. I asked in the chat to her to tell me how is that possible because i just registered and at the first deposit i won that money so it couldnt be this account. I tried to ask tell me what is the other accounts i have "used" and of course she said something circulated, because this didnt happen. So if you can help me with this? I think here is misunderstanding or they just dont want to pay me because i won with their bonus and with the first deposit.

A short description of your claims: I was very shocked when i heard my son say he lost over a 1000 euro's overnight on Paradise Casino. In combination with the fact that i was very shocked I was also very amazed about how this could happen. It should be impossible for under age teenagers to create an account at Paradise and deposit over hundreds of euro's and then be able to play casino games. Thats why I think it's not normal that a underage boy can deposit his whole savings without being asked for identification. My question is if it might be possible to return all the deposits to my son's bank account? and at the same time block his Casino account? License info I received from MGA: the MGA states as follows in the following documents:1- " Where a minor, notwithstanding the checks put in place by the B2C licensee, manages to make use of the gaming service, the B2C licensee, as soon as it becomes aware that such player is a minor, shall take all necessary steps to prevent such minor from making further use of its gaming service and to return the minor to the state in which the minor was prior to playing, returning any monies wagered and confiscating all winnings, if any." 2- (a document for audits to take place with licensees) states: " Check whether the Licensee has policies/procedures in place in order to prevent minors that manage to register from making further use of its gaming service and in order to return any deposited/wagers funds and confiscate all winnings." I have already opened a complaint on AskGamblers with my underage son. Greetings, [EDIT] Attachments: ID. He’s account email is: [EDIT] Answer from Paradise Casino: He violated our T&C while registering with an other date of birth, so no refund shall apply. THEY MUST REFUND HIM! He lost all his savings and a underage boy cant see the consequences of gambling!!! Casino website: paradisecasino.com