The player from Brazil sent all the documents for KYC verification however his account still hasn’t been verified. The issue was successfully resolved.
Parimatch Casino BR - Player’s struggling to complete the KYC.
Amount: 8,310 R$
Parimatch Casino BR
Safety Index:Below averageSafety Index
Casinos with a Below average Safety Index usually have an unfavorable ratio of their number of visitors to relevant complaints submitted by players. It means that this casino has probably treated some players unfairly in the past.
Resolved
Our verdict
Case closed
RESOLVED
Case summary
3 years ago
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3 years ago
Translation
My name is Jorge A ***, I have an account on the Parimatch website, after doing my first survey on the website the problem started, the account verification process, it takes me 32 days to send the most varied photos of my ID and always they well with a different excuse, first I had to send more than 10 photos of my face with my ID in hand, then they requested a photo of my ID along with the email sent by them, in the photo it had to appear with a high resolution all the document data, showing my arm up to my elbow, my face, the date on my computer, the never seen before, I have an account at other bookmakers and this never happened, more than 20 photos are sent now and it’s always an excuse different, I think this is a lack of respect for the client, who deposits his money on the site and then there are the most varied problems to withdraw the money that he rightfully earned and has a right to, I hope that casino guru helps me to solve my problem with this bets, thank you !!
Edited by a Casino Guru admin
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3 years ago
Dear jorge123,
Thank you very much for submitting your complaint. I’m sorry to hear about your problem. It is a common procedure for casinos to check every detail to make sure they are sending the money to the right person. It seems that the casino has a strict verification process.
Please, could you advise if you have accumulated your winnings with or without an active bonus? Would you be so kind and forward any relevant communication between you and the casino to kristina.s@casino.guru?
I hope we will be able to help you to complete your verification and receive the winning as soon as possible.
Best regards,
Kristina
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3 years ago
Hello!
Dear customer, your request is being processed. We got your latest photos. Please, wait for updates via email soon.
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.
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3 years ago
Translation
Good afternoon, today I received a video call in ZOOM by a representative from the Parimatch website, where I had to answer several questions, teach my ID document and the balance in my account on the website, the representative said that I will be informed of the result of the verification in until 1 day, as soon as I have the answer, I will inform the result here, since I think it is very important for all bettors to know the reliability of each betting site, I am very grateful to the casino guru for the communication !!!
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3 years ago
Hello everyone,
Thank you very much Parimatch Casino for taking your time to investigate the case. I would like to mention, that verification is a necessary step no matter what the player played, therefore we try to help in such cases if possible.
Jorge123, thank you for the update. Please, keep us informed and let us know if there is anything new regarding your verification.
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3 years ago
Translation
Good morning, last Friday they said that my account would be verified in 1 day, it's been 5 days and so far my account is the same, I contacted them to have a position, follow the response of the Parimatch employee: Your request is still being analyzed by specialists, you need to wait for an answer by email, unfortunately we cannot speed up the processing in any way !!, and last Friday after their video call, the employee who called me said that my account would be verified in 1 day, it is 42 days in total that I take in this verification process with Parimatch and until now it remains the same thing, it had never happened to me before, it is difficult to believe in the Parimatch bookmaker like that !! !
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3 years ago
Thank you very much Jorge123 for your reply. I will now transfer your complaint to my colleague Peter 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.
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3 years ago
Hi Jorge123,
I'm taking over your complaint.
Dear Parimatch Casino team,
Has there been any news regarding the player's verification?
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3 years ago
Translation
Good afternoon, I confirm yes, my account was verified, I was also able to withdraw the balance from my account, in fact it was a long and tiring process, since I spent almost 2 months sending photos and more photos to verify my account, I think the Parimatch website I should streamline and improve this verification process in the accounts of the clients, everything else was great, I always had a good service through whatssap, the site is good and easy to understand to place the bets, and as I said after checking my account I managed withdraw my balance without any problem, I would like to thank Casino Guru for publicizing my problem, I think your participation in the resolution of the case was crucial, thank you very much, you are to be congratulated !!!
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3 years ago
Hi jorge123,
I'm glad to hear that your issue got resolved. I will now mark the complaint as 'resolved' in our system. Thank you for using the Casino Guru complaint resolution center. Don’t hesitate to contact us if you run into any issues with this or any other casino in the future.
Best regards,
Peter
