Parimatch Casino BR - Player doubts over prolonged verification process.

Hello, thank you for providing a platform to voice my complaints.

I have been playing in this room for several months and I have always made transactions swiftly, but this time they asked for verification. Consequently, I sent a photo of my National ID Card, banking transactions and a photo of me holding my ID. However, it's been 5 days now and I am worried because they have not responded to my emails, whereas on their page they simply tell me "wait a bit" and they also abruptly end the chat.

It appears that they want to drain every single penny from me, then verify my account, despite the fact that I haven't won a lot.

Dear Carlos_94,

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. 

Have you been informed what specifically seems to be a problem in verifying your account?

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,

Petronela

They don't answer anything by email and through the online chat they only tell me: "wait a little" and then they cut off the chat. Just in case they didn't give me any reason.

Hello Carlos_94,

Have there been any developments since our last conversation, please? 

Hello, 2 days ago they verified my account, it only took 11 days. It was an eternity.

I was also able to withdraw my money. Thanks for this medium

As the problem has been successfully resolved, we will now close the complaint as ‘resolved’ in our system. Thank you very much, Carlos_94, for your confirmation, and please don’t hesitate to contact our Complaint Resolution Center if you run into any issues with this or any other casino in the future. We are here to help.

Best regards,

Petronela

Casino.Guru