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

07/28/21 I applied for withdrawal, the application was rejected, I was asked to provide documents for account verification. I immediately began to send everything, the answer came that I needed to throw off this and that, I sent everything again. 4 days have passed inquiring 08/01/21. Photo with a passport in hand, and against the background of correspondence on the site, again I do everything and send it !!!! Verification is not confirmed !!!! 08/10/21 they send a letter stating that the photos would be lighter, although everything was perfectly visible there. On the question why the operators were silent for so long to refer to paragraph 85 of the rules, and specifically do not explain anything. I am sending on new pictures. Today, they again send a letter to the post office, for further verification you need to provide a receipt for utilities. I tried to explain that I was registered there, but that I live in another city altogether, and that the house where I was registered was not mine. To which I was answered without this receipt, the funds will not be returned to me. But in fact, I previously sent everything in order to identify my personality. An extract from the bank was previously made, it is also perfectly visible there that I live at the address indicated in the account. This site by any means tries not to pay my win !!!!! From 28.08.21 I can’t withdraw my funds !! And it would be fine if I did not send them the documents. I've already sent so many of them, everything that was possible. I ask you to influence this dishonest bookmaker. I'm just shocked by what is happening. Operators, in the telephone conversation there are still hamsters !!!! There are all the photos that I sent them. I am ready to provide everything completely, I did not violate the rules of the club, I played exclusively by the rules of the club.

Dear Иван,

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.

Do I understand correctly that a missing Proof of Address seems to be the only obstacle standing between you and your winnings? Have you submitted all the other personal documents required for the verification?

I hope we will be able to help you to resolve your problem as soon as possible. Looking forward to hearing from you.

Best regards,

Petronela

Hello!

Dear customer, we've received your email with the latest photo we asked for. Thank you. Now please just wait for a reply from the documents department. You'll get one when the photo is checked. Don't panic.

Thank you very much Parimatch Casino team for your assistance.

Dear Иван,

Could you please keep us informed regarding any developments? Looking forward to hearing from you.

Yes, yesterday, and the last document was confirmed, on the statement of utilities. Yes, of course all the necessary photos have been sent. Selfie with bank card separately photo bank card, bank statement, all passport data, in hand in front of the passport and separately. It just takes 3 weeks to verify the account, and a photo against the background of the site with a passport in hand. These are the documents that were sent to the verification department. If that I am ready and you will send all these photos, and show requests from the verification department really sent.

Please let me know as soon as your account is fully verified. Thank you very much in advance.

They're just kidding! Why send something that has long been confirmed. I mean in the second round. Can you somehow clarify with them what kind of nonsense it is! Yesterday I received a letter that I would send either a passport or a driver's license, I called the support hotline and said that I had no wrong license. To which I was told to send a photo of a person with a passport in his hands. I replied that all these photos were sent long ago and they were checked. On the question why they are asked for the second time, they said, an additional check. What nonsense! I will of course send it out now. So earlier I was promised that the statement on the stone accounts is the final document and that this will be enough for the withdrawal of funds. You see how they act, they say one thing and do another.

Well, look at these naglits, now they require a document or a passport or a driver's license from me. This is a SCAM !!!!! How much can I endure this chaos !! I threw off their passport data without covering more than one digit.

Thank you very much, Иван, for providing all the necessary information. I will now transfer your complaint to my colleague Andrej 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.

I also hope so, and I also hope for help from your side, this web resource is really trying by all means to not give away my honestly winning funds. Yesterday I posted the last documents that might have been requested. The list that is on the list in their rules, paragraph 85, I sent them everything I could while I wait for the check! Judge for yourself why they are delaying this process for so long, I can’t receive my funds from 28.07.21 and today it is already 19.08.21. Documents from my side were sent with lightning speed, and from their side they were checked for a long time, as now. I hope for your help and rate this site. I have everything that I sent them in return letters. They need to be brought to responsibility, and now at the moment they are behaving like Scammers, because they pulled all the documents from me in order to withdraw funds, but in fact they just scoff, requesting more and more photos and documents! I am very recent with this site

Dear Иван,

I’ll be taking care of your complaint from now on. I’ll try my best to resolve the issue as soon as possible.

Dear Parimatch Casino team,

Could you please state the reason why Иван’s identity verification has not yet been concluded?

Hello!

The verification process is still ongoing. We received the requested photos on August 18 and immediately sent them to the profile department. You need to wait a bit. The terms of verification of the game account are set individually for each game account. As soon as the answer appears, you will receive a reply letter by mail.

Also, the request for additional documents is regulated by the rules of the company, with which clients agree upon registration.

Thank you, Parimatch Casino team, for your reply. Could you please indicate the time frame in which Иван can expect an update?

Hello!

The account is verified! Withdrawal and game are available

I would like to express my deep gratitude to your entire team for their help, funds are already being withdrawn from Parimatch. How can I thank you?

Thank you, Parimatch Casino, for your cooperation.

And thank you, Иван, for your kind words and for using the Casino Guru complaint resolution center. I’m glad we could help. As the issue has been successfully resolved, 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.

In regards to your question – You can, for example, leave a review on Trustpilot. Honest feedback is always appreciated.

Best regards,

Andrej, Casino.guru