Parimatch Casino BR - The player struggles to withdraw his balance.

I made a deposit of R$500 at the casino and got a welcome bonus of R$500, I was playing and betting until I fulfilled all the requirements of the bonus promotion and managed to have a balance of R$4076.16. When I requested the withdrawal they asked me to verify the account, I sent all the documents they asked for and I was approved in the verification process and they said that I could request the withdrawal, I asked for the withdrawal and it was refused for the reason of "going through the verification process", ok , I got in touch in the chat asking about it and they said that I would need to go through another verification process, they asked for documents, I sent them, I was approved again in the verification process and they said that I could request my withdrawal, I asked for the withdrawal and again it was refused by "go through the verification process", what happens is that I am in this infinite loop and I have already performed the verification process that the casino asks for 8 times and they continue to refuse my withdrawal with the justification of going through the verification process that I have already gone through 8 times. I humbly ask Casino Guru to help me resolve this issue.

Hello zuguinha321,

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.

Could you please advise since when exactly is the verification process ongoing? Which documents have been already approved and which ones not? When was the last time you speak to the casino and what was it about?

Please note that the verification process may take up to 14 days after sending in all the requested documents.

Looking forward to your answer.

Regards,

Nick

Hi Nick, thanks for your attention in advance. I have been carrying out the process since January 26th, which was the first time I tried to withdraw, the process itself is not long, they ask for the documents and on the same day I receive the news that I passed the verification, however, I ask for the withdrawal and they refuse saying that I need to go through the process, since the 26th I have done this process literally every day. The documents that were requested are: Photo of the front and back of the ID, a photo of me holding the ID, proof of the deposit made at the casino and bank statement, all of which were accepted because all the verification processes sent me the message that it had passed the process. The last time I spoke with the casino was yesterday on 02/01/2023, and it was exactly about this verification process, the attendant said that my account was verified and that I had to try to withdraw again and that if I was refused, I had to enter contacted again, and again my withdrawal was declined for the same reason. Yes, I completely understand that the verification process can take a while, however, please note that the process is usually completed in less than 24 hours, I did not submit the documents on the 26th and until today I have not received a response, I literally completed the entire the process 8 times, the problem is that the casino keeps me in an endless loop of telling me I passed the verification process and saying I can cash out, and refusing my withdrawal saying I need to go through the verification process.

Hello dear zuguinha321,

We apologize for this situation. To solve the problem, please send a photo of the national map from both sides and a selfie with it to our email support.br@parimatch.com. Please also attach proof of deposit in the form of a bank statement to the letter. After checking the documents by the administration, this problem should no longer appear.

Hello Parimatch. I understand that these situations can occur, as requested, I sent all documents to the email.

Hello dear zuguinha321,

Your account has been verified and you can withdraw funds. Sorry for the wait, but it took some time to resolve the issue. Thank you for understanding!

Hello, dear Parimatch,

No problem, I understand that it takes time to review the veracity of the documents. I will make the withdrawal request again.

Hello zuguinha321,

I'm glad to hear that your account is verified. Please request for the withdrawal and let us know once the money arrives.

Dear Nick, I managed to withdraw my balance and it's all solved, thanks a lot for your help in solving this problem, have a great day!

Thank you zuguinha321 for letting us know that the issue has been resolved. Please do not hesitate to contact us if you will come across any other trouble again in the future, we will gladly try to help you out.

Regards,

Nick