Parimatch Casino BR - Player’s having difficulties withdrawing winnings.

Olá

Há 2 semanas atrás tentei fazer um levantamento mas o mesmo foi cancelado. Pediram-me para enviar fotos do meu cartão de cidadão e uma selfie minha a segurar o cartão de cidadão. Enviei tudo no mesmo dia. Já se passaram 2 semanas e dizem-me que a minha conta ainda está a ser verificada.

Pode por favor ajudar?

Cumps

José Herculano

Dear Jose,

Thank you very much for submitting your complaint. I’m very 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. None of the serious and licensed casinos takes KYC lightly, and I am afraid you will have to go through this process if you want to get your winnings. Was this your first attempt for a withdrawal?

Did the casino ask only for these two documents?

Would you be so kind and please forward any relevant communication between you and the casino to kristina.s@casino.guru?

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,

Kristina

Olá

Fiz cerca de 2 levantamentos antes de me pedirem os documentos. Agora já faz mais de 17 dias que não consigo fazer um levantamento e cerca de 7 dias que não recebo resposta aos meus emails por parte do parimatch.com

A Cristina já tentou contactar o casino? O que eles alegam?

Thank you very much Jose for your reply. I will now transfer your complaint to my colleague Andrej 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.

Dear Jose,

I’m sorry to hear that you’ve been dealing with the lengthy verification process. I’ll do my best to resolve your case as soon as possible. Please note that until now, we have not contacted the casino representative regarding your complaint.

I would like to invite Parimatch Casino into this conversation.

Dear Parimatch Casino,

Can you please state the reason why Jose’s player account verification hasn‘t been completed yet?

Hello everybody!

Jose, provided by you photos have low resolution. The required image resolution is equal at least to 3000x4000. Every smartphone can do this. Turn off image compression on your smartphone or Hotmail account and send us new photos in higher resolution.

Сasino Guru team, FYI. This isn't even a casino-oriented player. There are no casino bets on his account at all. He has been placing bets on sports. A subject to this dispute is referring to sports betting and has nothing to do with casino-related matters. Perhaps the case can be just rejected.

Já enviei as fotografias 2 vezes! Nunca me contactaram a pedir melhor resolução.

Thank you, Parimatch Casino, for your reply, and for providing the information. Since Jose’s complaint is not related to his gameplay, but rather to general account issues, we would still like to continue in the resolution of this case.

Dear Jose,

I’d like to kindly ask you to follow the casino’s instructions and send the requested pictures in the best possible quality. Please let me know if you need further assistance. 

Bom dia

Já enviei todas as fotos com excelente resolução. A semana passada pediram-me um screenshot da minha conta Neteller que enviei no mesmo dia.

Já passou quase 1 mês e continuo sem conseguir fazer levantamentos. E não tenho respostas do parimatch,com ou quando respondem é sempre para dizer que o processo vai demorar mais tempo.

Thank you, Jose, for the update.

Dear Parimatch Casino,

Can you please state the reason why hasn’t Jose’s account been verified yet?

Hello!

Jose, thank you for the provided documents. You need to submit an additional document to verify your identity. Please send a photo of your utility bill via email. We need the latest one (for December or January). After that kindly wait for a reply via email.

Agora pedem uma conta da luz??? E o mais engraçado é que não me pediram esta conta da luz pessoalmente. Não me enviaram nenhum email a pedir isto!

Thank you, Parimatch Casino, for your reply.

Dear Jose,

It seems that the casino has a strict verification process, but it's not unusual. At the moment, I can only recommend you to follow the casino’s instructions, provide all requested documents in the best possible quality, and as soon as possible. Please keep us posted.

Dear Jose,

Did you provide the requested information? We are extending the timer by 7 days. Please kindly note that in case you fail to reply in the given time frame, we will have to reject your complaint.

Boa tarde

Sim forneci todas as informações. Enviei todos os documentos que me pediram. Já passaram mais de 40 dias e continuo sem conseguir levantar o meu dinheiro. Este casino parece uma grande fraude.

Thank you, Jose, for your reply.

Dear Parimatch Casino,

Could you please clarify the situation?

Hello!

At the moment, the verification procedure has not yet been completed. For a more detailed check, additional data was required. It is necessary that you provide in the letter a photo with an ID card near your face and a piece of paper with the current date written on it.

Li agora aqui que querem uma foto com uma carteira de identidade perto do rosto e um pedaço de papel com a data atual anotada. Não me enviaram nenhum email. Isto é ridículo! Este processo já dura há mais de 40 dias! Parece que estão a fazer tudo para não pagarem o meu dinheiro.

De qualquer forma vou enviar aquilo que pedem e espero que resolvam a situação ainda hoje.

Thank you, Jose, for your cooperation.

I would like to ask Parimatch Casino to confirm receipt of the requested information and to give us an update once the information has been reviewed.

Bom dia

Já enviei ontem para o PARIMATCH a "foto com uma carteira de identidade perto do rosto e um pedaço de papel com a data atual anotada."

Hello!

Your betting account was successfully verified!

Thank you, Parimatch Casino, for the update.

Dear Jose,

Could you please confirm that your account has been verified and that you are now able to request a withdrawal?

Continuo sem conseguir fazer levantamento!!!!

Dear Jose,

Have you tried contacting the casino’s live chat support and asking for assistance in requesting a withdrawal?

Falei agora com o suporte no live chat e continuam a enganar-me. Perguntei se a minha conta estava verificada e responderam-me para enviar fotografias do cartão de cidadão, etc! Já enviei tudo isto e muito mais faz mais de 40 dias!! Estou a ficar sem dúvidas de que o PARIMATCH é um esquema para nos roubar o dinheiro. No entanto vejo que vocês classificaram este casino com nota 7.2/10. Como é possível?

I’d like to kindly ask Parimatch Casino to comment on Jose’s recent posts.

Dear Jose,

Have there been any new developments regarding this issue?

We would like to ask Parimatch 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 have to close the complaint as ‘unresolved’.

Hello!

Jose, you need to provide an additional photo of you holding your ID card and a smartphone or tablet, or laptop that displays Parimatch's email which contains this requirement. We send the requirement email to you twice (on Feb 26 and Feb 28 ). You ignored.

It needs to verify your identity.

Acabei de enviar a fotografia que pediram. Espero sinceramente que seja a última pois isto já começa a parecer que estão a gozar comigo. Isto já dura há quase 2 meses!!!

Thank you, Jose, for your patience and cooperation.

Dear Parimatch Casino,

Please let us know once the provided photo has been reviewed.

Hello!

Jose, your Parimatch account has been finally verified. You're able to withdraw. Thanks for your patience.

Thank you, Parimatch Casino, for confirming.

Dear Jose,

Can you please advise if you are now able to request a withdrawal?

Boa tarde

Sim finalmente consegui levantar o meu dinheiro. Foram 2 meses de pesadelo. Este casino é uma fraude!

Obrigado pelo vosso apoio. Penso que se não fosse a vossa ajuda nunca teria conseguido levantar o meu dinheiro.

Dear Jose,

Do I understand correctly that you have already received the payment?

Sim.

Foram 2 meses de pesadelo. Este casino é uma fraude!

Obrigado pelo vosso apoio. Penso que se não fosse a vossa ajuda nunca teria conseguido levantar o meu dinheiro.

Dear Jose,

I’m sorry that your withdrawal processing took much longer than necessary. However, we’re very glad that you have received your funds in the end. Thank you for using the Casino Guru complaint resolution center. We will now mark your complaint as 'resolved' in our system. Please do not hesitate to contact us in the future if you run into any issues with this or any other casino. We are here to help.

Best regards,

Andrej, Casino.guru