Parimatch.com Casino - Player’s withdrawal is blocked and unresponsive support.

I have a complaint about the former Parimatch (now they have names like Dude bet, Jhony24, Gra live, betmatch, topmatch, stawki bet)

I passed verification and started playing, and on the same day, when withdrawing 50,000 hryvnia, I was asked to pass verification. I sent all the documents, but support stopped responding (I only have access to deposit games, and withdrawals are blocked).

I'll attach screenshots below at the administration's request (I also couldn't find the casino I needed on the list, so I chose another one).

Important notice:

Casino Guru will never ask for payments or access to your accounts to complete KYC. If someone claims to be from Casino Guru and does that, do not share any information.

We only contact players through this official complaint thread or via @casino.guru e-mail addresses. Always check the sender’s domain and verify your complaint resolver’s e-mail address by clicking on their avatar visible inside the official complaint thread.

If anything seems suspicious, contact us directly.

Stay safe.

Dear lolitabita,

Thank you very much for submitting your complaint. I’m sorry to hear about the issue you’re experiencing.

Please allow me to ask you a few questions so I can better understand the situation:

• Have you made any successful withdrawals before?
• Could you please specify which verification documents you have already provided, and when exactly you submitted the most recent one?
• Have you provided all the required documents in the correct format and without delay?

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

Best regards

Petra

Hi, yes, there were two small withdrawals of $35 and 1,500 hryvnia, and they were approved.

They asked for a bank statement (even though I didn't make a deposit from the card, only withdrew it), as well as photos of documents and a selfie with them (even though I uploaded them there that same day to pass verification), as well as a screenshot of the deposit with scripts (I provided it along with the transaction hash)

Yes, I provided it immediately, they responded quickly and immediately, but now (after sending the requested documents) they have not responded for 2 days (4 days have already passed since the documents were sent)

Dear lolitabita,

Thank you for your reply and for providing the previous details.

To help us better understand your situation, could you please clarify the following:

• Did you accumulate your winnings with or without an active bonus?
• What was the exact date you requested the withdrawal, and when did you submit your verification documents?
• Which payment method did you choose to withdraw your winnings? Was it the same method you used for deposits?

Thank you again for your cooperation.

Dear lolitabita,

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.

We regret to inform you that, due to the lack of response from the player to our messages, inquiries, and reminder, we are unable to proceed with further investigation or provide potential solutions at this time. As a result, we must close this complaint for the moment.
However, please note that the player retains the option to reopen this complaint at any time in the future should they choose to resume communication. We remain open and ready to assist in resolving the matter should the player decide to reach out again.

Thank you for your understanding.

Best regards,
Petra
Casino.Guru