Parimatch Casino PE - Player's withdrawal delayed by verification process.

Good afternoon

I am very upset and sad because out of all the betting houses I have played at, I consider "Parimatch" to be the worst. As customers, we are left adrift. I have been waiting for more than a week for my documents to be verified, a process that should have a limit of days.

It all started when I won and wanted to withdraw 10000 soles on October 20. They rejected my request and asked for a list of documents, which I sent as soon as possible. The online chat told me that the sooner I sent them, the quicker the process would be; however, this was not true.

We all know that if the balance remains, the temptation to play again is terrible, and if that happens, I may end up not being able to withdraw anything.

Every time I try to communicate, they give me the same information:

"The verification periods are individual for each account.

Therefore, we ask you to wait and you will be informed of the results in an email response."

And it's been more than 7 days already

Dear luenrimm,

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 list which documents you have already provided and when exactly did you send the last one?
• Have you achieved your winnings with the help of a bonus?

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

Update

Hello Thomas, I understand your answer, the truth is that I am discouraged because I found this forum and the truth is that parimatch is not reliable at all looking at the other cases.

Yesterday it was 8 days and they responded to me, asking me for a bank statement, which I have so they can verify the deposit to my parimatch account.

I'm still waiting to be able to withdraw 16,091 soles

They asked me for these documents on October 20 and I sent them the same day.

The documents they have asked me for are:

• identification document
• selfie with ID (I sent thousands of photos but in the end they accepted it)
• confirmation of payments that have already been made to me before.

UPDATE

On October 28, they asked me for a bank statement showing the deposits I made to my account. And I sent it the same day.

• Bank statement

All documents sent and waiting for response by mail.

Extra fact: the amount is no longer 10,125 soles, today, October 30, my balance is 21,015.86

I fully understand your frustration.

Have you received any response regarding your submitted bank statement from casino support?

If there is any relevant recent communication from the casino, please send it to my email at tomas@caino.guru

Hello Tomas !

Thank you for responding and being attentive to my complaint. The truth is that after placing my complaint in

"CASINO GURU" I don't feel so alone in this. I hope this can be resolved as soon as possible. I have seen some comments that it has only been 7 days but the verification usually does not take long to be honest and I think you understand what I mean.

I tell you that yesterday I followed up on my request via online chat, and they responded to me with this:

Your application has been sent to specialists and is being processed, wait, you will be informed about the result via your email (in response to a written request to the number ******).

Unfortunately, we cannot tell you how long you should wait. All orders are processed successively, so it may take a while. we ask you to wait

As soon as I get a response from the casino I will let you know by this means or if you like I can forward the entire conversation to your email.

ps: I have saved all the day-by-day chats I have with your online chat.

Hello Thomas, I hope you are well!

Today marks two weeks or 14 days since my verification period began and I have no response.

The request is 25346256, I hope you can help me in the best way. Every day is a torment for me because I am a Peruvian over 55 years old, I told them to have a lot of consideration but nothing.

Thanks very much for the update.

Could you please send me the relevant chats between you and the casino regarding the issue?

Send the information to tomas@casino.guru, or alternatively, you can post screenshots here.

Hello Tomas! I already sent you my entire conversation by email with the parimatch casino with the subject: SLOW VERIFICATION PROCESS- PERU REQUEST 25346256.

Today counts as 16 days waiting for my verification.

THANKS FOR YOUR TIME

Good morning Tomas

I am in Peru and the truth is that I believe that everything is already lost, it is impossible for a verification process to last a long time. I didn't do fraud, I earned my money legitimately because it was through a casino.

I want to leave my mark on this parimatch casino like they are doing with me, so I ask you for help in what legal way I can proceed; I was talking to two lawyers to get training. And in fact, I will make a viral video about my case so that they close parimatch Peru.

Hello Tomas, it's been 19 days and still no response, I've already sent new emails, and they haven't responded.

solicitous! I implore! Your help

Thank you very much, luenrimm, for providing the necessary information. I will now transfer your complaint to my colleague Peter (peter.c@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.  

Thanks Tomas.

Will Peter contact me by gmail or by this means?

thank you, thank you and a thousand times thank you

Hello there,

Thank you luenrimm for providing us with all the information. I hope we'll be able to resolve this issue together.

I would now like to ask Parimatch Casino for their help in resolving this complaint. We would like to know why is the verification process taking as long as it is and if we can do anything to help make it quicker.

Thank you!

Hello Peter, it's been 3 weeks and I haven't heard anything back. and by this means the casino does not respond either.

😕

Hello Peter, time continues to pass and I tell you that today, being November 11, 2023, this is my balance in my account, which would be 167,733.96 soles, which would be approximately 44,282.87 dollars.

PS: Update the amount in dispute please

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.

Hello Peter

Why did they change my parimatch casino to parimatchPE casino?

I'm getting scared, because I took as a reference the adjective they gave to the parimatch casino in general.

please let me know

Dear luenrimm, I was in contact with the affiliates and learned that the Peru site on which you played is operated by a different team. We had to change the casino to the Peru site so as to not affect the rating of the other brand which cannot assist with your issue. I am in the process of contacting the Parimatch PE now and will update you about any further developments.

Thank you in advance for your patience!

Good morning

I have seen complaints "resolved and closed" with users from Peru, and the same PARIMATCH CASINO responds, now it turns out that a headquarters has to respond? Is there such a headquarters? ...please confirm to me if there is someone representing that headquarters to take action on the matter regarding my complaint.

The link where I enter is this: https://pe.parimatch.com/es/

Hello Peter

Please help me how I can proceed with my complaint.

I appreciate your help as a user, I am truly grateful for your position in being able to support me.

Can you advise me how I can legally leave this matter please and the logo where I play is this

If you wish to escalate the complaint before I'm able to get in contact with the casino I recommend you contact the eGaming Curacao Authority (https://www.curacao-egaming.com/public-and-players/complaints-landing?domain=pe.parimatch.com) and submit a complaint to them. The Gaming Authority has more options and tools to help players. Please let me know if you need help with submitting the complaint or how they responded if you can do it on your own (peter.c@casino.guru).

Please resolve my doubts:

1. There are complaints in their forum from Peruvian users with the currency (s/., nuevos soles, pen), where the representative of the parimatch casino responds. I have read all the ones that exist, including the "unresolved" ones. Why on this occasion is the case being referred to parimatch PE (without logo)?
2. In case I am going to complain about the license, is it effective? Is there any way that you, as a casino guru, can help me or provide me with advice to proceed with my complaint on the e curacao gaming website.
3. Today, being November 16, 27 days have passed since the verification of documents began where I have sent: my identity document, selfie photos with the document and bank statement to display the deposits I made in my account. And no response.

This case is remaining unresolved because the same company Casino parimatch does not want to recognize the complaint, referring it to a region (Peru) which is the same since they have previously responded to user cases from Peru. So they should rate Parimatch poorly for not wanting to pay $44,000 dollars

Good night Peter

My account verification was achieved, and now I am in the WITHDRAWAL process.

They limited my withdrawals to up to 10,000 soles per day, I feel a little uncomfortable with that but in the end it was achieved.

PS: I will update my case when I finish withdrawing the entire balance.

Greetings and thanks casino guru.

Dear luenrimm, Thank you very much for the update. We will keep this complaint open until you confirm your withdrawal has been successful. Please keep me informed about any further developments.

Good morning, I was withdrawing from my account like every day, until there was a delay and they sent me for a new verification but this time it will be faster they say and it will be by video communication. Seriously they put a lot of obstacles

Dear luenrimm, I understand your frustration but please understand that KYC is a very important and essential process. I believe if the casino wants to repeat your verification there must be a good reason for it. I ask for your patience during this time. Please keep me updated about any further developments.

I understand that it is a very important process but we are talking about the fact that I have already gone through a 1-month verification process, now I have been denied withdrawals again due to a new verification process. The parimatch casino seriously leaves a lot to be desired

In the end the entire balance was lost and I did not withdraw anything. the worst betting house

Dear luenrimm, it is unfortunate but if you played your finds we will not be able to help you further. If this is not the first time this has happened I would recommend checking out our guide on How To Gamble Safely. Your 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.