Parimatch Casino IN - Player's account verification is delayed.

My Parimatch player I'd is: 776****** and Parimatch casino has blocked my account and asked for kyc documents to their email support@parimatch.in on 26 November 2023 and I have sent all the requested documents to their email immediately but already 17 days past, they neither verify my documents nor replied anything. I asked again and again for my verification updates but not get any response from them.I asked also on their website live chat but they also not giving any updates. Please help me to verify my kyc as soon as possible. I'll be grateful to your team. Thanks

Dear superking12, 

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 ensures 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 can 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 in the correct format as soon as possible? 

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, 

Veronika

Yes I have sent all the requested documents on very next day i.e 27 November

Thank you very much, superking12, for providing all the necessary information. I will now transfer your complaint to my colleague Tomas (tomas.k@casino.guru) who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction in the near future.

Hi superking12,

I've reviewed your case and fully understand your concerns. I'll try my best to help you with the issue by contacting the casino.

I'd like to ask Parimatch Casino to join this conversation and share more information regarding the case.

Could you kindly explain the reason for blocking the player's account and withholding their winnings?

Thank you.

Best regards,

Tomas

Casino.Guru

We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.

We kindly ask you briefly describe your issue including ID number and contact Support Team via email - support@parimatch.in We do everything in our power to assist you with your requests as soon as possible.

Hi superking12,

Can you please provide the casino with the requested information to their support email (support@parimatch.in), so they can have a look at your issue? Please let me know once you do so.

Thank you.

Sir I already replied and give them the requested documents i.e Both side picture of my National ID card ,bank statement and selfie with ID card and a paper writing with My name ,. Date and 'parimatch' on it..I sent it four time i.e on 27 November 28 November,01December and 03 December but no reply from them.

But now the casino's request is different:

We kindly ask you briefly describe your issue including ID number and contact Support Team via email - support@parimatch.in We do everything in our power to assist you with your requests as soon as possible.

Can you please follow this and let me know once you do so? Thank you once again.

Hello,I have sent all the requested documents again with my player id to support@parimatch.in.. Please tell them to check the details.thanks

Dear Parimatch Casino,

We kindly ask you to update us once you have any new information regarding this case and the player's issue.

Thank you.

I gave them a selfie with aadhar card holding in one hand and a paper writing with my full name ,current date i.e(04 January)and "for parimatch" in other hand and also the bank statement but on 06 January they asked me again the selfie with same i.e holding with aadhar card and a paper writing with the same and also the bank statement..can you tell me what childish behaviour is this?

We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.

Dear superking12,

I have tried to contact the casino repeatedly, but it appears they have stopped responding. There is not much that can be done now without the casino's cooperation. I will mark the complaint "unresolved" in our system. I understand this isn't a satisfactory solution to your issue. However, the decrease in rating caused by unresolved complaints could help to change the casino's approach. If the casino decides to react, we will reopen the complaint, and you will be notified by email. 

There is one more option on how you can try to resolve your issue - I recommend you contact the gaming authority the casino is regulated by (Curacao - C.I.L.) and submit a complaint directly to the regulator (info@curacaolicensing.com).

Please let me know once and how they responded (tomas.k@casino.guru).

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

The casino can reopen this complaint anytime.

Best regards,

Tomas

Casino.Guru

Hello Everyone,

At the request of Parimatch Casino, we have reopened this complaint to provide another opportunity for resolution. Our goal is to assist both parties in reaching a satisfactory conclusion.

Dear Parimatch Casino,

Could you kindly provide details regarding this issue, including any actions taken and the outcome? Since this complaint was originally submitted over a year ago, an update would be greatly appreciated.

Thank you for your cooperation.

Dear both, this user was blocked forever, Write-off according to the rules 94

94. If necessary, Betting company may require additional proofs of identity at all times, regardless of that the Client has passed the primary account verification. The list of additional documents includes (but is not limited to): a digital photo of the Client with a passport, driving license, birth certificate, international passport, utility bill, bank statement for the account / card, etc. The Client can provide these documents by sending an email to support@parimatch.in.

The timing of the verification of the game account is set individually for each game account. In case of Enhanced verification, the client should provide all the requested documents within 1 calendar month (after initiation of such verification). The Operator reserves the right to write-off any winnings from the Client's account at its sole discretion and restrict or even close the account if the client fails to provide requested documents.

Dear Parimatch Casino,

Could you kindly clarify the specific violation committed by the player? Did he fail to provide the requested documents entirely, or were they submitted with a delay?

Thank you for your assistance.