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

Good afternoon dear friends of CasinoGuru, today I am dismayed, since like many players of this bookmaker in different parts of the world (I just read the reviews yesterday), I see that

1.- They take too long to validate your documents

2.- they put obstacles in your way

3.- therefore you cannot withdraw.

They tell me that I must send my bank statements in PDF or JPEG format and I already did, I send my email and it is in your response:

"Thank you for contacting Parimatch.

Please upload a photo with the document in better quality."

I am attaching the bank statements that I already sent. I also send the mail chats. Currently in the account I have 9015 soles which I cannot withdraw, because the support people put these obstacles and no solution I hope they can help me.

Dear eduardosaenz046,

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 providing your bank statement seems to be the only obstacle standing between you and your winnings?

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

Good afternoon dear Petronela.

Update of my case, my account has finally been validated today, which email shows these benefits:

-personal offers,

-instant payments,

-Quick access to the account.

Show how you play!

And when I enter my Paritmach account, it says: "Account verified" and I feel happy, but when I withdraw my money, this comes out again, which came out when my account had not been verified.

"Sorry, your account does not allow you to create a removal request. Please ask support for more information."

Which doesn't make sense because they told me that I couldn't withdraw the money until my account was validated, I did and that was the message.

I hope your support please. Greetings all the Guru Casino team.

Thank you very much, eduardosaenz046, for providing all the necessary information. I will now transfer your complaint to my colleague Tomas (tomas.k@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.  

Good morning Dear Thomas:

They inform me that I support that the only thing missing is that my photo with the identity card in hand is legible and clear, which I already sent 2 days ago and I am still waiting.

-Today I spoke with online chat support and I asked myself that if they validated the photo I could withdraw my money:

First they said: "I think so." (realizing that parimatch support cares little or nothing about its clients"

-Then I asked again "I ask again if the additional verification proceeds, will I be able to withdraw my money?"

-Veronika (support): "Yes"

That means that I only need to validate my photo with my card and I can withdraw; However, it seems strange to me that they take so much time to validate. When they

1) Validate my document on both sides

2) they validated my driver's license

3) validated both bank statements from 2 accounts

4) the photo is missing.

I hope your support dear Tomas,

greetings.

Hello eduardosaenz046,

I have reviewed your case and will contact the casino to see if I can help.

We would like to invite Parimatch Casino to join the conversation and participate in the resolution of this complaint.

Dear Parimatch Casino,

Can you please provide us with any reasons for the delay in the completion of the KYC procedure which causes the problem with the withdrawal request for the player?

Kind regards,

Tomas

Good morning dear Tomas, today they finally validated me after asking me for one last photo of myself with the passport in hand, the total amount withdrawn was 10,700 soles, the truth is that I understand that they want to make sure of the person but their validation takes time like 10 days and you have to send them several emails otherwise they forget about you.

Close case, solved, good day dear, thank you infinitely.

Dear eduardosaenz046,

I'm glad to hear that your issue has been resolved successfully. I will now mark the complaint as 'resolved' in our system. 

Thank you for your cooperation, and please do not hesitate to contact our Complaint Resolution Center if you run into any issues with this or any other casino in the future. We are here to help.

Best regards,

Tomas