Parimatch.com Casino - Player's withdrawal is delayed due to account restriction.

6 days ago I tried making a withdrawal request and saw there was a restriction on my account.

After contacting support I was asked to submit my ID card and a selfie holding it.

I sent them an email with the requested documents a few moments after chatting with the live support agent and got an answer the same day (from the parimatch support department) saying it would take up to 5 days to process them.

A little over 5 days have gone by and I'm still getting no updates from their support team or the live chat support.

I will attach screenshots of their initial response acknowledging they have received said documents and the automated answer live chat support spits out every time they are questioned about this issue.

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Dear pharsyde,

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.?
• Could you please let me know which documents you have already provided and when exactly you sent the last one?
• Have you provided all the required documents as soon as possible and in the correct format?
• Did you accumulate your winnings with or without an active bonus?

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

Sports betting.

ID card, 2x selfies holding ID and deposit proof.

I did.

No bonus.

I have received a new email from parimatch where they asked for a second selfie holding my ID as well new deposit proof and proof of wallet ownership. I already provided them with the selfie but it looks like the issue is with the deposit proof.

I have sent them the metamask (non-custodial wallet) transaction screenshot where it clearly shows the first and last letters of the wallet used to deposit and their receiving wallet address, as well as the time the transaction was made. When I first questioned the live chat agent about this, I sent him the same screenshot I later sent the support department to confirm if it was enough proof and he said YES, IT IS. - screens attached bellow

Since it's also a non-custodial wallet, there is nothing that ties my identity directly to it (there is no profile or KYC section).

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

• Could you please clarify the date when you requested the withdrawal?
• Have you successfully withdrawn from this casino before?
• Which payment method did you choose to withdraw your winnings? Was it the same method you used previously?
• Could you please update us on the current status of your withdrawal request? Is it marked as pending or processed in your casino account? If possible, please upload a screenshot of your withdrawal history directly to this thread.

You can send all documents to: petra.h@casino.guru or post your screenshots directly in this thread.

Thank you again for your cooperation.

I requested the withdrawal on 18th of May.

I have withdrawn about 1000 USDT before, on the 14th of May.

All withdrawals and deposits were made through cryptocurrency (USDT) and this new withdrawal request was the exact same method.

The last withdrawal request was declined and I have an error message saying my account isn't "eligble" for withdrawals at the moment. - screen attached

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

Could you provide any additional communication you had with the casino? This can include screenshots, emails, or chat records. You can send me all the documents to: petra.h@casino.guru or post your screenshots to the thread.

Thank you again for your cooperation.

Hey, I will email these to you as I dont want to share it publicly here.

Please let me know if you need additional info.

Dear pharsyde

Thank you for your cooperation and for providing all the necessary information. I truly appreciate the time and effort you’ve taken to share everything with us so far.

Your complaint will now move to the next stage of our process and be handled by your dedicated Resolver Štefan (stefan.m@casino.guru). This is a standard step in our procedure, as the Resolver will take over communication with the casino directly and manage your case from this point onward.

No action is required from you right now. Your Resolver will reach out through this thread if any additional details are needed. You can rest assured that your case is in very capable hands.

I wish you the best of luck and hope your case will be resolved to your satisfaction soon.

Kind regards,

Petra

Dear pharsyde,

I am sorry to hear about the issue you are experiencing with the casino. I will reach out to the casino on your behalf and do my best to help resolve the matter promptly.

At this point, I would like to invite a representative from Parimatch.com Casino to join this conversation and assist in addressing the complaint.

Dear Parimatch.com Casino,

Could you please provide your comments regarding the situation?

Thank you in advance for your cooperation and for sharing any relevant information.

We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.

Dear pharsyde,

I have contacted the casino representative outside of the complaint thread and will provide them with an additional seven days to respond.

Thank you for your patience and understanding. It is greatly appreciated.

Dear pharsyde,

I have tried to contact the casino repeatedly but had no success. I’m afraid there is not much that can be achieved without cooperation from its side. I will mark the complaint as "unresolved" in our system. I understand this isn't a satisfactory solution to your issue. However, the decrease in the rating caused by unresolved complaints might help to change the casino's approach. If the casino decides to react, we will reopen the complaint, and you will be notified by email. In the meantime, I recommend you contact the Curacao Gaming Authority (complaints@cga.cw) and submit a complaint to them. The Gaming Authority has more options and tools to help players. Please let me know if you need help with submitting the complaint or how they responded if you can do it on your own (stefan.m@casino.guru). I am sorry I could not be of more help on this occasion.

Best regards,

Stefan

Casino.Guru