The player from Peru had experienced issues with his second withdrawal request at an online casino, which had led to a verification process. Despite fulfilling the verification requirements twice, the casino had continued to delay the process and kept all withdrawal options blocked. After the player lodged a complaint and engaged in daily communication with the casino's customer service, the casino had verified his account and processed the withdrawals. We had confirmed that the player received his funds in full and marked the complaint as 'resolved'. The casino's assistance in resolving the issue had been acknowledged.
Parimatch Casino PE - Player's account has not been verified.
Amount: 12,294 S/.
Parimatch Casino PE
Safety Index:LowSafety Index
Casinos with a Low Safety Index usually have plenty of relevant complaints from players or other relevant issues. In general, we don't recommend playing casinos with a Low Safety Index.
Resolved
Our verdict
Case closed
RESOLVED
Case summary
4 months ago
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4 months ago
Translation
On November 27, I began the process of verifying my account. I was told that they could take as much time as they need to verify my account. I was able to make a withdrawal of 1000 soles on November 11 without being asked to verify my account. However, when I made my second withdrawal of 5000 new soles on November 26, they requested account verification. On November 27, I sent the documents requested by Parimatch Peru - a selfie with my ID, proof of deposits, and a copy of my identity document. They gave me a process number # 25510527 . I received a response via chat and email, informing me that Parimatch can take as much time as needed to verify the account. Following my complaints, they asked me to resend the documents on December 2 with the process number # 25542816 , sending the same documents, except that in the selfie photo you can see my elbow holding the document. They responded the same way, emphasizing that Parimatch can take all the time necessary to verify the account. I find this to be abusive and without any intention of verifying the account. Furthermore, all the withdrawal options are blocked. I hope you can help me.
Automatic translation:
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4 months ago
Dear leandrotomas,
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.
Have you provided all the required documents as soon as possible and in the correct format?
If there is any other relevant communication between you and the casino, please forward it to kristina.s@casino.guru. Alternatively, you can post it 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,
Kristina
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4 months ago
Thank you very much, leandrotomas, for your cooperation. I will now transfer your complaint to my colleague Pavel (pavel.k@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.
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4 months ago
Hello, leandrotomas!
Thank you for your patience. Now I will be taking care of your complaint and I hope that together we will resolve the problem.
I would like to invite the casino to give them a chance to explain their side of the situation.
Thank you!
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4 months ago
Translation
Parimatch verified my account and proceeded to deposit the withdrawals.
I had to complain every day in the customer service chat, they made me send the same documents twice, I had to start the complaints process with Casino Guru, it was 25 days of ordeal with Parimatch.
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4 months ago
leandrotomas, please, let us know as soon as you will receive your funds in full!
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4 months ago
Translation
I have already received the funds in full
Thank you Casino Guru
Automatic translation:
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4 months ago
Dear leandrotomas,
I'm happy to hear that you have received your funds. I will now mark the complaint as 'resolved' in our system.
I thank you for your cooperation and patience, please, do not hesitate to contact our Complaint Resolution Center if you run into any issues with this or any other casino in the future. We are here to help.
Also, I would like to thank the casino for their assistance with the issue!
Best regards,
Pavel K
Casino Guru Team
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