The player from Chile, who had been with the casino for over a year and had an approved KYC, faced issues withdrawing money after his account was blocked. He complied with the additional verification requests but had not received a response after four days and was concerned about the potential confiscation of his funds if the issue was not resolved within 30 days. The issue was resolved after the player confirmed it, and the complaint was marked as resolved in the system by the Complaints Team. The resolution was acknowledged, and the player was encouraged to reach out again if future issues arose.
Parimatch.com Casino - Player’s withdrawal is delayed due to account blockage.
Resolved
Our verdict
Case closed
Amount: $142,000 CLP
Parimatch.com Casino
Safety Index:Below averageCase summary
Discussion
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3 weeks ago
Translation
Hello, I've been at this casino for over a year, my KYC is approved and I've never had any problems with withdrawals.
Today I tried to withdraw money and received a message saying my account was blocked. Then I received an email requesting additional verification where I had to send a photo of myself holding my ID, a piece of paper with the phrase "para parimach," and my bank statement.
I followed all those steps and sent them what they asked for, but they still haven't responded. It's been 4 days and if they don't resolve this issue within 30 days they say they will confiscate my funds.
I have complied with what they ask for, but the casino refuses to give me an answer.
Automatic translation:
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3 weeks ago
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.
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3 weeks ago
Hello,
Thank you very much for submitting your complaint. I'm sorry to hear about your problem. Please allow me to ask you a few questions, so I can understand the whole situation completely.
- Could you please advise which games you focused on - slots, live casino, sports betting, etc.?
- Did you accumulate your winnings with or without an active bonus?
- Could you please share your communication with the casino regarding this issue? Send emails or chat transcripts to my email at attila.g@casino.guru, or post screenshots here.
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,
Attila
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2 weeks ago
We'd like to inform everyone following this case that the player has marked this complaint as resolved using the dedicated button.
Dear Nicozmr,
We are pleased to hear that your issue has been resolved. We will mark the complaint as 'Resolved' in our system. Thank you for your cooperation and confirmation. If you experience any future issues with this or any other casino, please don’t hesitate to reach out to our Complaint Resolution Center. We are here to assist you.
As always, our services are free of charge, and we do not 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://trustpilot.com/evaluate/casino.guru. Your honest review, along with any suggestions for improvement, would be incredibly valuable. It can also help others who are considering contacting us for assistance with online casino-related matters.
Thank you in advance for your time and feedback.
Best regards,
Attila
