Parimatch Casino BR - The player's verification is stuck.

Good afternoon! Parimatch delays the verification process, which has been going on for almost 4 months. I ask you to help.

On 12/10/21, the casino sent a letter about the need to pass verification.

On 12/14/21 I sent a selfie with a passport and a color photo of the passport.

On 12/15/21 I sent a photo of the first spread of my passport (at the additional request of the casino).

Repeatedly (more than 5 times) I wrote to the casino in order to find out if my documents were checked, but the casino ignored my messages.

On January 11, 22, I received a letter from the casino about the need to provide a utility bill. In response, on 01/14/22 I sent a photo of the bill for electricity services.

Again the casino ignored all my messages.

On 02/11/22 I received a request to provide a statement of the financial history of my Skrill wallet. And only by 03/18/22 the casino reported for what period the statement should be provided.

On 03/23/22, an extract of the financial history of the Skrill wallet was sent.

On 03/27/22, a selfie with a passport was sent to the casino for verification against the background of an open correspondence with the Parimatch support service. 03/28/22 selfie sent in better quality (at the request of the casino).

Since then, I have not received any messages from the casino about the results of checking my documents. The verification itself lasts almost 4 months, despite the fact that I sent the documents as soon as possible after receiving the requests.

I am attaching the correspondence with the casino, and I am also ready to send you, at your request, the documents that were sent to the casino for verification.

I believe that the casino, pursuing its own selfish goals, is delaying the verification of my documents, thereby withholding my funds in the amount of 5137 US dollars.

I hope for your help.

Hello DinaTit,

Thank you very much for submitting your complaint and I'm really sorry to hear about your issue with Parimatch Casino. Please allow me to ask you a few more question before we would move forward.

When exactly did you begin the verification process? When was the last time the casino responded to you in any way? Did you use any bonus money to accumulate your current balance? Did the casino ever explain the long delay in the verification?

Looking forward to your answer.

Regards,

Nick

Good afternoon! Bonuses for accumulating balances were not used.

In addition, the casino blocked my account and withheld all my money - 5137 dollars, explaining this as a violation of clauses. 80.4 casino rules. The casino declined to provide additional information. I am confident in the legitimacy of my gaming behavior, I also sent all the documents that the casino requested.

I need your help.

Thank you DinaTit for all the information. I will now forward your complaint to my colleague Branislav who will be assisting you from now on.

Wish you best luck resolving it.

Regards,

Nick

Hello, DinaTit,

I am sorry to hear about your negative experience. I will contact the casino and try my best to resolve the issue as soon as possible. Now I would like to invite Parimatch Casino's representative to join this conversation and participate in the resolution of this complaint.

Dear Parimatch Casino Team,

Could you please state the reason why the player's account has not been fully verified? What documents are problematic? What steps do a player need to take to successfully verify their account and withdraw their funds?

If the player breached the casino's terms and conditions, could you please provide me with the relevant evidence that supports it? You can share the necessary data/documents directly here, with your reply, or by sending them to my email address (branislav.b@casino.guru). Please note all sensitive data are hidden from the public.

Thank you in advance for providing the information.

Hello Branislav! We have sent you an e-mail. Please check it, when you will have time. Thank you!

Thank you, Parimatch Team. I replied to your email a while ago and I requested more details.

Dear DinaTit,

What type of internet connection and a device did you use to play in Parimatch Casino?

Dear All!

Please let me know if there is any update on my case?

Dear DinaTit,

I was provided with additional information from the casino's representative via email. There is allegedly a connection between your gaming account and other gaming accounts in Parimatch casino.

Unfortunately, since we have not received any relevant evidence from the casino regarding its decision due to its internal security policy, we cannot continue resolving this complaint and we are forced to close it as ‘unresolved’, which will influence the casino’s rating in a negative way.

There is also one more possible way how you can try to receive your winnings - to submit a complaint with Curaçao eGaming authority directly. The complaint form is available through the Curaçao eGaming License validator on the official casino's website. The casino is able to provide the necessary data to the regulator.

In case of any news or progress on your issue, please feel free to provide me with updates at branislav.b@casino.guru.

I wish I could be of more help. I sincerely hope you will not come across a problem like this again.

The casino can reopen this complaint anytime.

Best regards,

Branislav, Casino.Guru