Parimatch Casino IN - Player’s account has been closed after a win.

I was using my account and playing roulette and suddenly as soon as i won a bet, my account got blocked.

They say they need additional verification, i have already sent all documents and verification statements, still no help.

Parimatch acc no - *********

Dear iceman6864,

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 and it might take a few working days to complete this thorough process.

Could you please advise which documents you have already provided and when exactly did you send the last one?

Have you provided all the required documents as soon as possible and in the correct format?

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,

Dominika

Hi Dominika,

My verification and KYC was done long back, as my account is blocked by them stating they need some additional verification documents

I have provided them with all the bank statements, aadhar card (which is an identification proof in India), a selfie document which they wanted with my name and date.

I have provided these documents as soon as my account got blocked and parimatch team asked me to provide it and all documents are in current format.

I last sent them these documents on 2nd March, I have already sent them all the documents multiple times. Every-time when i ask them if there is any update on the request, i get a new email asking for the documents again, its like an endless loop and i am so worried and tensed because of this.

thanks

Archit

Dear iceman6864, have you been able to verify your casino account? If so, has your casino account been unblocked?

No not able to verify and account is still blocked and as i told, i got no email notifications from them, just on the site again they are asking for same verification documents i.e bank statements (which I have already provide them multiple times).

Dear iceman6864, have you submitted the requested bank statements after seeing the latest request on the website?

Yes i have send them the requested bank statements again.

Also shared them the screenshots of transaction history from my parimatch account.

Because one of the entry they are asking about is where transaction got failed on the account and no money got credited or debited so thats a fail entry in the account ( meaning that entry wont be in the bank statement since that transaction never happened)

Dear iceman6864, could you please share your communication with the casino regarding the verification and the blocked account? Send emails or chat transcripts to my email at dominika.l@casino.guru, or post screenshots here.

Is the casino claiming the account block is solely due to needing further verification?

I have emailed to you on the above mentioned email address.

Thank you very much, iceman6864, for providing the necessary information. I will now transfer your complaint to my colleague Katarina (katarina.d@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.

Dear iceman6864,

My name is Katarina, and I will be assisting you in solving this case. I am sorry for the situation you found yourself in.

Now, I would like to invite Parimatch Casino IN representative to join this conversation.

Dear Parimatch Casino IN, could you please provide more information about this case?

Looking forward to your reply.