The player from Peru is seeking assistance with the validation of their account at Parimatch casino. They have submitted the required documents over 8 days ago but haven't received any response other than being told to wait. While we were trying to contact the casino, the player informed us about their account finally verified, but they were facing a new problem - their withdrawals were limited for an unknown reason. The player managed to withdraw only a part of their funds and then was informed about technical problems. We made another attempt to contact the casino but had no success, so the complaint was closed as unresolved. A month later, the casino contacted us back and asked the player to get in reach with it, however the player stopped responding to our messages so we finally rejected the complaint.
Parimatch Casino BR - Player’s struggling to complete account verification.
Amount: 20,219 S/.
Parimatch Casino BR
Safety Index:Below averagePlayer stopped responding
REJECTED
Case summary
Good afternoon dear CasinoGuru, I come to you as support so that the Parimatch casino can validate my account, the casino asked me for my bank EECC of the last 30 days, my identity document and a photo holding my identity document.
It has been more than 8 days since I sent you the required documentation, and to date I have not received any response other than "please wait", "you have to wait for the response by mail".
It bothers and affects this since one expects to be able to withdraw your earnings when you have them.
I attach the documents I sent and a photo of the emails. Currently in my account I have 20219 soles which I cannot withdraw, because the support people put these obstacles and no solution I hope they can help me.
Dear coniguru,
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.
Have you been informed 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
Thanks for the prompt response,
I understand that the KYC process takes time, but I think they should inform clients what the waiting period is, or what stage of verification my account is in, the only response I get from them is that they will reply to me by email , that I have to wait, that they do not have a defined time.
I have not been informed if there is a problem with the verification, it is more the last time with the online support chat, I asked them if they needed one more document that I was willing to send additional documents to speed up the process, they told me that they did not need more documents and to wait for the reply by mail.
I hope you can help me solve the problem as soon as possible.
Thank you
Thank you very much, coniguru, for providing all the necessary information. I will now transfer your complaint to my colleague Natalia (natalia.b@casino.guru) who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction in the near future.
Hi coniguru,
I've just reviewed your case and am sorry to hear about your struggles with the verification process. I will try to help you by contacting the casino. We'll see what can be done when they reply.
Dear Parimatch Casino, I'd like to invite you to join this conversation and participate in the resolution of the player's complaint. Could you please share more information regarding the case? Would you please specify what are the reasons for such a lengthy verification? When should the player await for their account to be fully verified?
I'm looking forward to hearing from you. In case of any supporting evidence, feel free to send it to my email natalia.b@casino.guru.
Kind regards,
Natalia
Update.
Good morning, yesterday after 15 days of sending my documents, Parimatch answered me indicating the following.
Unfortunately, we cannot accept a photo with ID. You must meet the following requirements:
- all information on the document is clearly visible and legible;
- the hand holding the document is fully visible in the photograph (including the elbow, not just the fingers)
- the photo was taken in good lighting conditions
- The photography is of good quality and high resolution.
To get a good quality photo, it's best to ask someone to take a photo of you in daylight, using the rear camera instead of the front (which is designed for selfies).
I have proceeded to send new photos yesterday with all the requested specifications.
I hope that this time they don't take so long to respond, since 15 days to indicate that the photo was wrong seems somewhat exaggerated.
Thank you for your support Casino Guru, I will continue to report any progress on the topic.
Thank you, coniguru, for the new information. Of course, keep us updated. I hope, the casino will reply here to your complaint as well.
We would like to ask the 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 may negatively affect its rating.
Dear coniguru, thank you for the updates. So since your account was finally verified, have you managed to request a withdrawal successfully?
Good day,
They do not allow me to withdraw the total amount, for all accounts the withdrawal limit is 38,000 soles, and according to support my account is limited to 4,000 per day, and today AGAIN they are hindering my withdrawals, apparently not they want to pay and they do it with the intention of continuing to play. All this causes me great anxiety.
Dear coniguru, thank you for the information. Wouldn't you like to submit a withdrawal in installments (would be 6 installments in your case), or have you tried it already?
This is what I am doing, but it seems very unfair to me that I am treated differently from other clients.
Dear coniguru,
Since the main problem of the delayed verification was resolved, I'd like to ask you if I have your permission to close the complaint already?
But if you'd like we will certainly keep it opened until you receive your withdrawal and you will need to update us about the status of your withdrawal request.
By the way, have you been told why your account has these limitations?
Regards,
Natalia
I made the withdrawal of 8000, but now there are "technical problems with your platform" as they inform me, regarding the limitations, they have not given me any reason, they only tell me that the administration can do what they want.
Thank you for the updates, coniguru.
Dear Parimatch Casino, could you please specify what are these technical problems with your platform and when can the player expect to receive the rest of his withdrawal request? Thank you.
Dear Parimatch Casino, we are extending the timer for another week. Please, inform us about the current status of the player's withdrawal request.
Dear coniguru, I have tried to contact the casino repeatedly but had no success. I’m afraid there is not much that can be achieved without cooperation from its side. I will mark the complaint as "unresolved" in our system. I understand this isn't a satisfactory solution to your issue. However, the decrease in the rating caused by unresolved complaints might help to change the casino's approach. If the casino decides to react, we will reopen the complaint, and you will be notified by email. In the meantime, I recommend you contact the Curacao Gaming Authority (certria@gaminglicences.com or complaints@gaminglicences.com) and submit a complaint to them. The Gaming Authority has more options and tools to help players. Please let me know if you need help with submitting the complaint or how they responded if you can do it on your own (natalia.b@casino.guru). I am sorry I could not be of more help on this occasion.
Best regards,
Natalia
We’ve reopened this complaint at the request of Parimatch Casino. We would like to allow this case one more chance to be resolved and help both parties involved to reach a satisfactory conclusion.
We have received the following message from the casino:
Hi,
We kindly ask you briefly describe your issue including ID number and contact Support Team via email - support@parimatch.in
We do everything in our power to assist you with your requests as soon as possible. Our support always has the most relevant updates about your questions, so we kindly ask for your patience.
Have a good day!
Dear coniguru, can you please specify if there has been any progress after the complaint was closed? Can you please try to contact the casino via email they provided if you haven't done it yet?
