Parimatch Casino IN - Player struggles with withdrawal due to technical issues.

I made an account on parimatch casino on 19th april 2024 my account number is 197958653 and registered mobile number is +917696550450 i made Deposit of 16000 rupees on 19th april won some money in evolution live blackjack and made 25000 rupees, when I clicked on withdrawal, it asked for kyc, and i have completed kyc as per their instructions, my kyc is completed successfully, now when i again went ahead to withdraw, it asked me to add email id, but when i am trying to enter the email id and clicking on save option, the save option is not working, due to which i am unable to request withdrawal, earlier i thought it is some technical glitch so tried to clear cache and data, even logged in using my different mobile and laptop and tried to add email id, but the email id is not getting added , when i tried to resolve issue by contacting their support team, they are very only giving copy paste reply like your issue is forwarded to team etc etc but nothing is happening, i request casinoguru team to please help me 🥲

Dear Durgesh9168,

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

• Do I understand correctly that verifying your email address seems to be the only obstacle standing between you and your winnings? 
• Have you submitted all the other personal documents required for the verification? 

I hope we will be able to help you to resolve your problem as soon as possible. Looking forward to hearing from you.

Best regards,

Petronela

Please be aware: At Casino.Guru, we never ask for your casino account password. While we may request information, we never seek access to your account. Please refrain from sharing your password with any third party. We primarily communicate through official threads, occasionally via email for requested supporting evidence or relevant communication.

Yes the only thing which is preventing me from making withdrawal request is absence of email id , my kyc is already completed successfully and i have already attached the screenshot of same in my complaint, still i am unable to add email id to my casino add due to that save option not working, i had tried several times to contact their support, but their support team is simply giving copy paste response keeping me on hold for 50-60 minutes and then abruptly disconnecting chat, i am also attaching screenshot of my conversation with their support team, since conversation is in hindi,you can use any translator to review it

Thank you very much, Durgesh9168, for providing all the necessary information. I will now transfer your complaint to my colleague Dominika (dominika.l@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.  

Hello Durgesh9168,

This is Dominika and from now on, I will be taking care of your complaint. 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 IN representative to join this conversation and participate in the resolution of this complaint.

Kind regards,

Dominika

Casino.Guru

Hi! We contacted Support Team an got the next information:

Please ask the client to provide documents to add email as per procedure below :-To add an email ID for the client with FINANCIAL HISTORY, follow below procedures :-

Ask for video selfie ( with atleast 15 seconds ) with document in one hand written name, betting ID, "FOR PARIMATCH", current date and email address as well as reason for email change and card in another hand (please see instruction attached)

Client has been sending docs but we suspect this client as the documents in betting ID and documents that client has shared are two different looking people. So please ask him to let the betting ID owner to contact us - support@parimatch.in

I have already sent the video with all requirements 3-4 times earlier on their email id support@parimatch.in and got reply your request is sent for specialist but nothing happened, futher more 5-6 times tried to resolve this issue on their live chat, they keeps on waiting for 10-15 minutes gives irrelevant replies and disconnect the chat without any response , anyways i have again recorded my video again as per instructions and sent it to the email provided by parimatch casino representative here, it is surprising now that they are accusing me now i am not the owner of this account, so i have now tried to focus clearly on my face and id card so they can see the required data clearly, furthermore i am attaching my transaction history and profile screenshot here also so that casinoguru team can also check the same , futhermore if they have any doubts regarding ownership of my parimatch account they can conduct kyc on video call also

Hii here is an update regarding the issue, as per reply from parimatch casino representative i emailed all the information with video as instructed and mentioned everything very clearly, still check the reply i got from them, this is clearly absurd and heights of incompetency crossed by their support team, i already emailed 5-6 times earlier still now they are not even understanding my issue, from past 10-12 days i am struggling to add simply one email id in my account which any other casino would have done directly, but how things are happening at parimatch caisno, just simply delaying the issue and not doing anything i request casinoguru team to kindly help me in this case, i am totally fedup by irresponsible and worst support team of this casino

Thank you for the information.

Dear Parimatch Casino IN, could you assist the player in resolving this issue, please?

Hi

Here is information from Support Team:

"Client is still sending fake documents and the one who is sending this review is not the owner of the account. He should ask account owner to contact us. So in his account there is an Aadhar card (National ID) which is already verified. The documents he is sending us shows same name, date of birth and other details like the card uploaded in his betting ID but the photo of person does not match"

Now this is complete nonsense they are talking about, firstly during kyc verification they didn't take any documents from my side, i simply gave my aadhar number here and otp and then kyc got verified, no physical document was taken from my side, so how the video i am sending is fake one? secondly, i would like to ask from parimatch casino representative why i am not able to add email id from my side in my account, why it is not getting saved? And now even i sent all video with selfie as asked by them and now they are accusing me of sending fake documents, i request casinoguru team to kindly take proof from parimatch casino,of the accusation which they are making, it seems they simply don't want to give my withdrawal and making these pointless excuses

Hello, Parimatch Casino IN, could you please provide me with evidence that the player is sending fake documents and that the person who is posting this review is not the owner of the account? If you have any evidence, kindly send it to my email (dominika.l@casino.guru). Thank you.

Hi

Here is reply from Support Team:

"In short please inform the client that the face of the person in video he is providing does not match the face of the person in the aadhar card number he provided during KYC verification"

I request parimatch casino representative to share relevant proof with casinoguru team , thanks

Hello Durgesh9168, the person in the document provided during KYC verification does not match the person in the video evidence. If you wish to withdraw your funds, you must provide valid video evidence matching the account holder's KYC documents to resolve the issue.

Due to the aforementioned reasons, this complaint will now be rejected. Thank you for your understanding, I am sorry we could not be of more help on this occasion. Please do not hesitate to contact us if you run into any issues with this or any other casino in the future.