Parimatch Casino BR - Player’s winnings haven’t been received yet.

Hello good afternoon, I believe I can't wait any longer to lodge my complaint, as I earned that money fair and square, without any rule infringement. They aren't verifying my account despite having sent my documents, photos, and even the payment receipts to the casino. I decided to try my luck at this casino and frankly, it's disappointing that they aren't expeditedly taking care of my account verification. Please help as I need to withdraw the money I wagered and the money I won!

Dear les7ysc7,

Thank you very much for submitting your complaint. We are sorry to hear about the issue with your withdrawal and understand your concern. However, please bear in mind that it’s quite usual for withdrawals to take a couple of days or even weeks to get fully processed. This means that it may take some time before your money appears in your account. This delay may be caused by unfinished KYC verification or a high volume of withdrawal requests.
That’s why we advise players to be patient, cooperate fully with casino, and wait at least 14 days after requesting their withdrawals before submitting a complaint.

If your account has been successfully verified, your game history checked, your withdrawal approved by the casino, and you still haven't received your winnings by 14 days since requesting the withdrawal, we will intervene and do our best to help you.
Thank you in advance for your patience and understanding.

Best regards,
Complaints Resolution Center

They responded to me and said that my account verification request has been rejected for having photos that are not so clear, to begin with the photos are from iPhone 12 and they come out super clear, the proof of payment says that it must have my full name, the worst thing I can do if The bank gives me my first two names, I have sent new photos, as requested, but this seems like an excuse not to pay me my money, scammers, now what are they going to say that the photos again do not look clear because they do not You can see my elbow 😡 I really don't know if you can help me because I have to collect my money

Thank you very much for your reply, les7ysc7. Before we contact the casino, could you please forward all the relevant communication between you and the casino to kristina.s@casino.guru? Alternatively, you can post it here. Thank you in advance.

That's it, lady, I just sent you some of the last emails between me and the casino! I await your prompt reply

Hi,

If you are a customer from India 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.

I am from Peru, sir, and I am writing to that email and there is no response, they just tell me to wait while they resolve the verification issue and it has been 10 days since that happened!

Thank you very much, les7ysc7, for your cooperation. I will now transfer your complaint to my colleague Pavel (pavel.k@casino.guru) who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.  

Hello, les7ysc7!

Thank you for your patience. Now I will be taking care of your complaint and I hope that together we will resolve the problem.

I would like to invite the casino to give them a chance to explain their side of the situation.

Thank you!

Until now I have no answer, they only tell me that it takes time for verification

Dear Pavel,

we kindly ask user 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.

Thank you, they already paid me my profit and verified my account

les7ysc7, have you already received your funds as well?

Dear les7ysc7,

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. But, given the character of the last player's message, we chose to close this complaint as resolved.