Parimatch Casino BR - Player is struggling to pass the KYC.

I deposited $500 sign up bonus and Parimatch matched $500. I played through the rollover and continued using the casino to accumulate $2,130. I want to withdraw funds and they are blocking my attempts as they say my account is not verified. For almost 1 month I have been sending them documentation and each time they ask for something different. They are clearly stalling and have been purposely delaying in getting this resolved. Please help me.

Dear Aaron,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. KYC is a very important and essential process, during which the casino makes sure that the money is sent to the rightful owner.

Which documents have you provided and when exactly did you provide the last one?

Would you be so kind as to send me all the relevant communication between you and the casino, so we can gather as much information as possible? My email address is kristina.s@casino.guru.

I hope, we will help you to resolve this issue as soon as possible. Looking forward to hearing from you.

Best regards,

Kristina

Hello Kristina. I last provided a document for them yesterday Mar 21st. I have sent them my ID, me holding the ID, me holding the ID with my elbows visible, me holding the ID with correspondence in the background, and proof of deposit. The problem is rather than listing the required documents and specifications from the start, Parimatch continues to change what they want.

Thank you very much for your reply and email, Aaron. It can take a few days to collect and review all documents. In this case, I would recommend that we wait for a few more days to give the casino enough time to go through all your documents. I will set the timer for additional 7 days, and if there is no development by the end of this time frame, please let us know and we will intervene. Thank you in advance.

I doubt there will be any progress in that time but we'll see. Thanks again for your attention to this matter.

Aaron

Parimatch responded after their last document request with yet another one. This is now 5 different requests for my ID. This is way beyond reasonable.

Thank you very much Aaron for your cooperation so far. I will now transfer your complaint to my colleague Tomas (tomas@casino.guru) who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction soon.

Hello Aaron!

I will assist you with the complaint from now on. I would like to invite Parimatch Casino into the discussion in order to help us resolve this verification issue.

Hello, Aaron!

We are very sorry that the verification process provokes such a reaction from you, but this is a normal procedure, which is regulated by the rules.

During verification, you may be asked for various details to verify your account. The list of data that can be requested is in the rules. The passport is also on this list. You were asked to provide a photo of this document and a selfie with it in the last letter on March 24.

We will add that the speed of verification depends on several points:

- prompt provision of the requested data;

- load on the profile department, which processes all requests in turn.

As I stated before, every request you have made for verification has been followed up with another request. You are now asking for my passport and pictures of me holding my passport. Why is this needed when I have already sent you photos of my ID and me 5 times? I have complied with your every request to this point and where has it gotten? Your site is obviously a scam. Look at the reviews. I have never experienced such a nightmare as this to verify an online account.

Hello all,

I apologize for the late reply. Thank you to the Parimatch Casino team for their reply.

Aaron, I believe the best course of action is to comply with the casino's request in this case. I understand it must be a frustrating experience for you, but rest assured that what the casino requests this time from you is not out of the ordinary. I encourage you to follow the casino's instructions and pay extra attention to the photo's quality and make sure everything is readable.

Despite the casino's approach, I am optimistic you will be able to finish the verification process successfully.

Let us know about the result. Much appreciated!

Hello Tomas. I have submitted this date both documents they last requested, photos of my passport full spread and selfie of me holding my passport. We will see what they further require. I really appreciate your involvement in this matter.

Aaron

Can you please step in and do something please? I provided them a high resolution, photo of me holding my passport. You can see all the information clearly. They rejected it saying it must show my elbows. This is ridiculous and has gone too far. I just verified my account with another site in 2 days. This is ongoing a month.

Hello Aaron,

I encourage you to comply with the casino's request in full. They requested the photograph with elbows visible before. I understand your frustration, but the casino has the right to request documents that match their standards for verification. Please let us know about the result.

I have complied with all their new requests and now again days without a response. It seems you have been very little help. Just telling me to do whatever they say. No resolution or agreement to get this done.

How can you continue to give Parimatch a good reputation rating and promote them when they are scamming me and other people out of their hard earned money? They continue to accept deposits into customers accounts and then don't allow them to withdraw anything.

Hello!

Dear Aaron, Your documents are still being processed by the administration. It took a little more time for a detailed check. You will receive an email response as soon as possible. We will also provide information to the representatives of the forum. Please wait.

Hello all,

I apologize for the delayed response. Thanks for the update to both parties. We will await the news when the verification process is complete.

I am sorry you feel that way, Aaron. As explained above, the verification process is crucial and can vary from casino to casino, meaning some casinos may be more thorough with routine verification checks. In many cases, following the casino's instructions and guidelines is the surest way to get your account verified. Let's stay positive, I believe we will hear some good news about the verification of your account soon.

I am still waiting. This has been long enough time to verify my account. Do the right thing.

Hello all,

Aaron, unfortunately, the process of verification of the account wasn't successful. Your account did not pass the verification procedure according to the company's rules.

Today you received a response letter with a detailed explanation to your email.

You weren't allowed to continue playing on our resource, but we allow to withdraw the amount of all deposits when you made bets with us. This payment is currently being processed.

Tomas, we have sent you an e-mail to tomas@casino.guru with information about this complaint. Please take a look.

Your operation is a scam and I will make sure everyone knows it! I have done nothing wrong. I have not violated any of your terms and conditions. Never have I dealt with such incompetence as a site as yours. Someone wins and you cant "verify" their account is you confiscate the winnings. All fine if people lose right?

Thomas, I challenge them to prove any of these false allegations. I know they cant and won't. Also for you to accept these as acceptable casino operations makes you just as bad. Think about the people that will sign up because of your review and also have this problem. Satisfaction will come when they go out of business because of stealing players money. I hope my $1,500 was worth it.

Hello all,

Dear Parimatch Casino team,

Please provide a detailed explanation and evidence to prove your statements. You can forward the information to my e-mail address tomas@casino.guru

Hello!

Tomas, we have sent additional information to your email address.

Hello Parimatch Casino,

We have looked at the provided evidence but we don't think it warrants confiscation of Aaron's winnings. Please provide more substantial evidence, or reconsider your position towards Aaron's verification and the confiscation of his winnings.

Hello, Tomas!

You can find our detailed description of this moment in the last letter from us 😉

Why the 😉??? What new "evidence" will you fabricate to make it look as though your site is not corrupt. You know I did nothing wrong yet continue to lie about my play. I just want everyone to know what kind of business you are running.

Hello Aaron,

We didn't find the evidence from the casino sufficient in the case. We don't agree with the conclusion of Parimatch Casino regarding failed verification and since we didn't receive any additional supporting evidence, we will now close the complaint as unresolved, which will influence the casino’s rating in a negative way.

You might also want to submit a complaint with Curaçao eGaming authority. The complaint form is available through the Curaçao eGaming License validator on the official casino's website.

I sincerely hope you will not come across a problem like this again.

The casino can reopen this complaint anytime.

Hello all,

We've reopened the complaint per the casino's request.

The casino provided us with additional proof and explanation in the past few days. It came to our attention the issue is closely related to the breaking of rules regarding sports betting.

After careful consideration, The complaint will be rejected based on the fact the issue is purely about sports betting, and we cannot penalize the casino for the sports betting issue.

Aaron,

Unfortunately, we don’t have a branch dealing with sports betting yet, but I can recommend you submit a complaint at https://www.sportsbookreview.com/contact-us where they might be able to help you with your issue.