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