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

Hello, I need help for this.

I already did the documentation and I chose the process of sending a photo of my voter identification card from my country Mexico and now they ask me for a passport, why? To begin with, if I did not choose that section it is because I do NOT have a passport, I do not have it, on Telegram they tell me that I need a passport, I told them that I do not have it and I will not have it soon and they cut off the chat, now I have been sending messages for 1 hour and they don't answer me.

I urgently need to withdraw it since with that I will pay my credit card and he did not want to receive interest for that case

Dear rcpcamacho8,

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

Do I understand correctly that uploading your second picture ID 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, yes, that's right. In the application, I indicated that I would put my credential from my country, I uploaded it front and back, I took the photo with it as indicated and up to there. I told them that I don't have a passport but I could send them my country's military card or my birth certificate or even a video call to guarantee that if it's me, this situation makes me a little angry because I don't have the time or money to travel by my passport, please, I want to reach a solution and help me

Thank you very much, rcpcamacho8, for providing all the necessary information. I will now transfer your complaint to my colleague Stefan (stefan.m@casino.guru) 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.  

Dear rcpcamacho8,

I am so sorry to hear your account has not yet been verified. I will contact the casino and try my best to resolve the issue as soon as possible.

Now I would like to invite a representative to join this conversation and participate in the resolution of this complaint.

Dear Parimatch Casino,

Could you please state why the player's withdrawal account has not yet been verified?

Thank you in advance for providing the information.

Kind regards,

Stefan

Hello dear Stefan!

Unfortunately, it is not possible to verify with third-party documents. 

For verification, the client must provide a passport photo. He can do this at any time convenient for him. 

Dear rcpcamacho8,

Could you please provide the casino with the necessary documents and respond to this complaint?

I am looking forward to your response.

Kind regards,

Stefan

Dear rcpcamacho8,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

Unfortunately, the player has not responded to our messages and questions. Consequently, we are unable to investigate further and have no choice but to reject this complaint.

The player can reopen this complaint at any time.