Parimatch Casino CA - Player’s withdrawal delayed due to extended verification process.

I have most recently deposited $200 on this site and built a balance of $4200.

Despite being able to withdraw more than once in the past, I now am unable to withdraw due to the options being "temporarily not available". This is because they have requested a further KYC/verification process.

That was totally fine with me, of course, and they requested certain documents. On their site I have supplied photos of my passport as well as drivers license. In addition to this, I provided bank statement screenshots showing my deposits. These were all accepted.

Then, they asked for a passport selfie. This is the requirement they implied:

Photos are correct according to the following criteria:

- the photo should not be in a mirror image;

- the document data should not overlap with other objects;

- all 4 corners of the document must be included in the frame;

- the photo should not be blurred or lightened/darkened;

- the photo must be of good quality;

- your entire face must be in the frame;

- your hand holding the document must be completely in the frame;

- the photo must clearly show that you are the one holding the document;

I sent this and they said that the photo wasn’t clear enough in its quality. I then spoke with the support team after taking another photo, that was more clear, so that they could confirm that it met their extensive requirements. The reason I wanted confirmation through support chat, was so that I didn’t have to wait another five days for their email team to respond. At this point I had liased extensively with them in the verification process and the email lag time was on average 3-5 days. All in all, I have been in email back and forth with them since early June.

The support agent confirmed that my new photo was of high enough quality and met the requirements. He said it is good to send the email to the re-initiate the verification process. I have this chat saved, as well as all of the emails, and are happy to provide the photo of my passport selfie which is beyond reasonably meeting their expectations.

I am currently waiting for them to respond to my most recent email, but anticipate it will be rejected yet again, and wanted to reach out here in case this should happen. As mentioned, I am happy to supply the evidence as needed. Thank you Casinoguru, I hope this can be resolved. I have otherwise been happy with the website, and hope that Parimatch can resolve this issue for me.

Dear Seamo87,

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 take KYC lightly.

• Do I understand correctly the only obstacle in completing account verification is an approving of your selfie with your passport?
• Have you accumulated your winnings with the help of a bonus?
• When was the last time you submitted a new document to the casino or were in contact with casino support regarding the issue?
• Could you please share your recent communication with the casino regarding the issue? Send emails or chat transcripts to my email at tomas@casino.guru, or post screenshots here

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,

Tomas

Hi Tomas,

Thank you so much for the reply. Yes, the only barrier to my withdrawal option being available at this point seems to be the passport selfie requirement.

No bonus was used in my deposit.

I had my last passport photo rejected via email due to being not "clear enough". Apparently they need to be able to see every bit of information on it, despite me already uploading a standalone picture of it on their website verification portal (as well as my drivers license). This was rejected Wednesday July 24th at around 5am PST). I had submitted the document on the prior Saturday, July 20th. It took them four days to reject this document. I am happy to give them a few days to review the new picture I have sent, and it is crystal clear in quality and has met the requirements that they had outlined for me. I hope this will be the final step in verification; like I’ve said, it’s been extensive and required a great deal of personal information.

I will email you the chat details as well as email correspondence - all of which I have screen grabbed and documented.

Thank you again,

SB

Thanks for your reply.

I haven't received any email from you so far.

If the issue persists please send the information (chat transcripts or any relevant correspondence) to my email at tomas@casino.guru

I'll wait for your reply.

Dear Seamo87,

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. Consequently, we are unable to investigate further and have no choice but to reject this complaint.

The player can reopen this complaint at any time.