Parimatch Casino BR - Player's withdrawal delayed due to repeated verification issues.

This is the worst sports bookie I have ever used and I have used a lot. When I first joined parimatch, I was verified after 24 hours without issue. I then proceeded to place bets, deposit, and withdraw without issue. I then decided to make a deposit of $500 and I turned that money into over $4500 CAD. I then tried to withdraw and my verification was removed and "in processing". It has been since November 3rd since I sent my original identification photos. For the last few weeks on email I have sent selfies holding my ID, bank statements, credit statements, licenses and national health cards but still no verification. Not to mention the customer service is the worst I’ve dealt with. I’m starting to think the company is a fraudulent one. Furthermore, this verification seems to be a common occurrence with this casino. There are multiple bad reviews on casino guru and other platforms.

Dear busterivany,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with Parimatch Casino.

Please allow me to ask you a few questions, so I can better understand the situation. 

• Could you please specify when are you a player in Parimatch?
• When was the last time you were in contact with the casino support and what was it about?
• Please send me any recent relevant communication with the casino where the verification of your account was discussed. Send it to my email at tomas@casino.guru

I hope we will be able to help you to resolve this issue as soon as possible. Thank you very much in advance for your reply.

Best regards,

Tomas

Hi Tomas,

• I became a player at Parimatch on November 3rd, 2023
• I was last in contact with the casino on November 16th. That's when I sent my verification photos for a 3rd time.

I have sent you an email as well.

They have now responded and have asked me to send more verification photos. This is how the 4th time.

Thank you very much, busterivany, for providing the necessary information. I will now transfer your complaint to my colleague Michal (michal.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 busterivany,

I'm Michal and I have taken over your complaint. I have reviewed your case and I empathize with your frustration regarding the extended verification process. It's crucial to comprehend that Know Your Customer (KYC) and Anti-Money Laundering (AML) procedures are vital and may take some time to complete. None of the licensed casinos take KYC or AML lightly and it's not uncommon for them to revisit KYC or AML procedures or request additional documents and evidence in certain situations. While I acknowledge that this might not be an ideal user experience, from experience, we know that such situations are nothing uncommon. I will contact the casino to shed more light on this matter.

We would like to invite Parimatch Casino to join the conversation.

Dear Parimatch Casino,

While we understand that Know Your Customer (KYC) and Anti-Money Laundering (AML) procedures are vital, it seems the player has provided you with a lot of evidence, which triggers my curiosity as to why this is still not sufficient. Is there any specific reason why you require even further evidence from the player? If the information can't be shared publicly please forward them to me at michal.k@casino.guru

Dear Busterivany and Casino Guru,

In response to your request related to the Player’s complaint, we would like to indicate the following.

1. The payments on the Player’s game account are suspended until the end of the verification process according to the provisions of Clause 85 of the Company’s terms and conditions:

"Betting company reserves the right to verify the gaming account holder's identity and suspend transactions and/or payout for the gaming account at the time of verification."

2. The verification procedure is now taking more time than usual, it is caused by the necessity to obtain additional proof of his identity from the Player and to check the information/documents provided, which is specifically regulated by Clause 86 of the Company’s Terms and Conditions.

3. We make every effort to ensure that the player will pass the verification procedure as soon as possible, and we are very sorry that this process has been delayed. The reason for the delay is that we have not yet received all the requested documents for the player's verification, specifically the bank statement, which would show all deposits to the player's account and his full name. Please note that the entire statement must be in one document for successful verification, so we do not recommend taking screenshots. The correct way is to download the entire statement from the bank's website and mail it to us. We will be happy to continue processing the player's documents and verify his account as soon as we receive all the necessary data. We hope that this information will be sufficient to resolve the Player's complaint. Please let us know if anything else is required.

Best regards,

Parimatch 

Thank you for your response. I just wish it didn’t take so long for you at Parimatch to respond to me. 

As for the bank statement I will have to wait till the 3rd or 4th of December when my November statement comes in. That one will have the Parimatch payments on it. I guess my screenshots from my bank are unacceptable.

Have my identification images been accepted as valid at this point? 

I just received my bank statement for the month of November and sent it to parimatch immediately. It includes all of my deposits to the book. Let’s see how long this process now takes.

Thank you for your response and clarification, Parimatch Casino.

Your request for the player to submit their bank statement is reasonable.

Dear busterivany,

Now that you've supplied the casino team with the requested bank statement, I'm hopeful that this was the final hurdle. Once the casino team verifies your bank statement and other documents, your verification process should be completed successfully.

Parimatch is now asking me to send another photo of identification as well as a selfie. This is the 5th time now. They are claiming that they cannot accept one of the pieces of ID because my license expired on November 7th. Which is a horrendous excuse because not only is it still government valid photo ID, but I also sent national health card photos which weren’t expired. Luckily I just received my new license today so I was able to send parimatch further supplemental documentation.

In all honesty, parimatch is a casino that is going through leaps and bounds to NOT let me withdraw my funds. I feel as if I am being trolled with all of these requests. And I am certainly not the only parimatch player that feels like this.

Update: they denied my new license and are only going through with the verification if I send them a photo of my Canadian passport. Which I sent to them immediately. It’s crazy to me that a valid passport is required to gamble with parimatch. What if I didn’t have one? Absolutely absurd request after everything I’ve sent them.

Dear Busterivany and Casino Guru,

The Player's profile is currently verified.

Please note that we did this the next day after the player provided all the necessary data that we requested.

For our side, we did not delay the verification process in any way.

The Player several times gave us the wrong documents that were requested, which delayed this process. The Player also provided an expired driver’s license (but only valid documents are needed for verification) and therefore we additionally requested a passport to replace the invalid driver’s license.

On behalf of our company we wish Busterivanya pleasant game and successful bets!

Best regards,

Parimatch 

Successfully verified. Thank you Casino guru.

Thank you all for your responses.

Dear busterivany,

I'm glad to hear that your verification was done successfully. I believe you can now enjoy the full functionality of your Parimatch account, including withdrawals.

Can we consider your complaint resolved, or do you require assistance with anything else?

Consider my complaint resolved. Wouldn’t have been able to do it without y’all

Thank you for the confirmation, busterivany.

As the complainant confirmed that this complaint has been successfully resolved, we will now close it as "resolved" in our system. I would like to thank both parties for their cooperation. Please do not hesitate to contact us if you encounter any problems with this or any other casino in the future. We are here to help you.

As you know, we do not charge for our services, nor do we accept any gratuities. However, we would appreciate it if you could take a moment to share your experience with our services on Trustpilot https://www.trustpilot.com/evaluate/casino.guru. An honest review and any suggestions you may have to improve our complaint resolution and mediation process would be greatly appreciated. Your feedback could prove helpful to others who are considering contacting us about any online casino-related issues.

Thank you in advance for your time. 

Best regards,

Michal

Casino.Guru