Parimatch Casino BR - Player’s struggling to complete the account verification.

I've been trying to authenticate for 7 days to get my money out of parimatch. I have already sent 14 emails with more than 20 personal photos and the CNH identification document. However, they always find a defect, making absurd, embarrassing and duplicate demands (showing the elbow, holding the document showing the fingers, the image has to be of a high resolution professional camera, and the ones sent can clearly see the data of the document...). After being able to take the perfect photo, they are now wanting another photo with another ID document making the same demands as the previous one. Why the requirement for another document when CNH has the data of all the others? If the CNH doesn't work, why didn't they tell you from the beginning? Anyway, I would like you to help me because I just want my money back. It is a lack of respect for the customer, it seems that they do it on purpose, questioning the credibility of parimatch. I am totally sorry, embarrassed and upset about all of this. I hope they help me. Thank you.

Dear Gian Carlos,

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 takes KYC lightly and it might take a few working days to complete this thorough process.

For the future references, when you’ll be asked for a selfie with ID documents, please follow these important guidelines:

-         Do not edit the image in any way

-         The photo needs to include your full face, head-on, with no distortions, shadows or reflections of light. If someone takes the photo for you, make sure they take it from up close and include as little background as possible (remember, no cropping is permitted)

-         When you take the photo of your ID, make sure the photo is clear and close enough to read without cropping or editing

Have you been advised 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

All guidelines were respected, including extra requirements to appear all over the arm, elbow and fingers. The attached photo was the tenth sent to parimatch, being clear that it is fulfilling all requirements, being possible to see all the information from the CNH identification document.

However, no longer having what they require, now they want me to repeat the whole process with another ID document, and the CNH is accepted by parimatch and already has all the RG data. Why didn't you say from the beginning that you would need both documents? This is absurd and embarrassing! It's making your idiot bettor!

If you are doubting my veracity, ask for a video showing my body, face and documents which is easier.

I never had any problems with the market giants bet365, betfair, betway, sportsbet.io, I was always approved first.

This attitude of parimatch only drives away its punters.

Thank you very much, Gian Carlos, for ypur reply. I will now transfer your complaint to my colleague Martin who will be at your assistance. I wish you best of luck and hope to see your problem being resolved to your satisfaction in the near future.

Hello Gian Carlos!

From now on, I will try my best to help you with your issue. I would like to invite Parimatch Casino into the discussion in order to help us with this case.

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 close the complaint as ‘unresolved’, which will have negative impact on the casino's rating.

Since we haven’t received any response from the casino regarding the issue, we cannot continue resolving this complaint and we are forced to close it as ‘unresolved’, which will influence the casino’s rating in a negative way.

I sincerely hope you won’t come across a problem like this again.

The casino can reopen this complaint anytime.

We’ve reopened this complaint as per the casino's request. We would like to give this case one more chance to get resolved and help both parties to reach to a satisfactory resolution.

Additional comments by the casino:

"Hello!

The verification procedure was previously completed. You can withdraw funds and keep playing. We apologize for not responding to the complaint in time."

Hello Gian Carlos!

I would like to ask you to confirm, that the verification process is complete and also, did you managed to withdraw your funds?

After being able to send the perfect photo in high resolution of the second document, they asked for a photo of a THIRD document! I was outraged and complained a lot via email, until my registration was confirmed. Now it's another fight to get it out.

You can wait that I will open another complaint regarding the withdrawal, because I'm sure I will have problems

Hello Gian Carlos!

Regarding your withdrawal, you can inform us of receiving it here. I will not close the complaint until you'll let us know, that you received your funds. If there will be any trouble in getting your payment, I will try to help you.

I would like to ask Parimatch Casino's representatives to join the discussion and help us resolve the player's issue.

Hello!

We checked the information. Withdrawal requests were declined by bank side, therefore we can recommend you to contact it and clarify detailed reason.

Hello Gian Carlos!

Are there any news regarding your withdrawal?

Hello Gian Carlos!

Was your issue resolved? We are extending the timer by 7 days. Please, be aware that in case you fail to update the status of your complaint in the given time frame, we will reject it.

Looking forward to hearing from you.

After several attempts I managed to remove a part. Now I will request the rest and wait. Thanks to the website guru for serving the Brazilians, since we don't have it here, and for the attention and availability to resolve. Thank you very much!

Hello Gian Carlos!

Thank you for providing us with necessary information. I am also delighted to see, that you received part of your winnings.

I am looking forward for hearing about receiving all your winnings in the near future!

I was able to receive all the amount due. However, I make it clear Parimatch's terrible policy of insuring, making it difficult and embarrassing its customers when you earn more than you deposited, forcing you to give up. I spent almost 90 days in this fight. Therefore, I reiterate my indignation and rate this house with a zero score.

Hello Gian Carlos!

Thank you for letting us know, that you received your funds!

As the complaint has been successfully resolved, we will now close it as ‘resolved’ in our system. Thanks for cooperation and don’t hesitate to contact us if you run into any issues with this or any other casino in the future. We are here to help.