ParamigoBet Casino - Player’s withdrawal is delayed due to KYC requirements.

I tried to proceed with KYC for a withdrawal at this casino,

The casino is asking for 'proof of address issued in English'.

I explained that Japan does not issue such documents, but they did not understand me.

As long as you are doing business targeting foreign countries, you need to know what kind of documents they issue.

Dear andandjonnyx,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem.

Please understand that KYC is a very important and essential process, during which the casino makes sure that the money is sent to the rightful owner. As they don't have the luxury of being able to physically see all of the players and check their identification and documents, this is the only way gambling establishments are able to complete the verification procedures. None of the serious and licensed casinos take KYC lightly and it might take a few working days to complete this thorough process.

Do I understand correctly that verifying your proof of address seems to be the only issue?

Has the casino approved the rest of your documents?

Could you please advise which documents you have already provided and when exactly did you send the last one?

Have you provided all the required documents as soon as possible and in the correct format?

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,

Dominika

Yes, KYC has been completed except for proof of address.

Utility bills have been submitted.

Dear andandjonnyx.

we are sorry you have encountered troubles during the withdrawal process. Unfortunately, since we are a licensed online casino, our license requires to have English versions of attached documents. We would suggest you do notary approved copies of your documents in English and send them through our support team.

Kind regards,

Paramigo.bet team

I have told you that no such document exists in Japan.

It is a matter of course that the documents that can be submitted differ from country to country, and it is common sense, before licensing, to understand this and make rules when doing business overseas.

It is a general concept, as stated in the licensing policy, to be flexible according to the laws and common sense of the country.

To begin with, I am registered with a casino that has the same license as this casino, but they do not ask for English documentation.

It is common for casino management to translate and verify the documents submitted.

Don't shift the blame for their own inability to translate onto their customers and licensees.

Dear ParamigoBet Casino, could you please provide guidance on how we can move forward with the verification process, considering the specific circumstances in Japan?

What the casino is doing is like asking for an Italian taxpayer ID number from a US resident.

Until the user applies for a withdrawal and is contacted by the casino, he or she has no idea what documents are required in the first place.

If they are going to accept international customers, don't they at least need to research what documents are issued by which countries?

Casinos are still requesting translated documents.

∙ No such service exists in the first place 

∙ Due to the law, it is forbidden to submit translated documents issued by the government.

It seems that this casino is trying to make its customers violate the law.

I have repeatedly requested that the casino translate my documents.

I am an individual but the casino is a single company and should not even be able to translate, is this casino that incompetent?

If the casino really does not have the ability to translate, 

it would be a good idea to have someone from the casino guru instead do the translation as a third party to determine that the address is correct.

Dear andandjonnyx.

We’re happy to inform you that, as an exception, your withdrawal request has been successfully processed.

Thank you for your patience and understanding during the wait.

We look forward to seeing you again at our casino and wish you the best of luck!

Kind regards,

The Paramigo Team

The withdrawal was made without incident.

Hopefully it won't happen again.

Good bye.

Dear ParamigoBet Casino, thank you for the information provided.

Dear andandjonnyx, have you received the money? Can we consider the case resolved?

ok

Dear andandjonnyx,

We're glad to hear that your issue has been resolved. We'll go ahead and mark the complaint as 'resolved' in our system. We appreciate your cooperation and confirmation. If you ever encounter any issues with this or any other casino in the future, please feel free to reach out to our Complaint Resolution Center. We're here to help.

As you know, we do not charge for our services, nor do we accept any gratuities. However, we would greatly appreciate it if you could take a moment to share your experience with our services on Trustpilot https://www.trustpilot.com/evaluate/casino.guru. An honest review, along with any suggestions for improvement, would be invaluable. Your feedback could help others who may be considering contacting us for assistance with online casino-related issues.

Thank you in advance for your time.

Best regards,

Dominika

Casino.Guru