The player from Peru had verified his account, won a prize, and had been successful in his first withdrawal. However, the second withdrawal attempt had been denied and the casino had asked him to verify his information again. It had been about a month since his withdrawal request. The player had complied with the casino's request for additional verification, including submitting a new photo and bank statements. Despite the player's frustration over the repeated requests, the casino had insisted that they were necessary for security reasons. After the player had submitted the requested documents, the casino had confirmed that his verification was successful and that his withdrawal had been processed. The player did not respond to confirm receipt of the funds, but the issue had been considered resolved by the complaints team.
Parimatch Casino PE - Player's withdrawal got delayed after repeat verification requests.
Amount: 111 S/.
Parimatch Casino PE
Safety Index:LowPlayer stopped responding
REJECTED
Case summary
Good afternoon, I'm a Peruvian who enjoys sports and heard about Parimatch on Facebook. It seemed like a good place to gamble. I created my account and verified my information by submitting my documents (I'm including an image showing my information confirmed by Parimatch), I added money, played, won prizes and successfully withdrew my winnings once. However, when I tried to withdraw my winnings again, Parimatch wouldn't let me (I'm attaching a screenshot). They denied my request and asked me to verify my information again. I can't believe that despite validating my information, they are asking me to provide it again just because I won a prize. This is wrong. I've also shared my documents via the official Parimatch email (attaching a screenshot), but so far, they haven't solved my case. It's been about a month and I'm worried that this might be a scam or a theft since I can't withdraw my prize money. I'm not sure if I can trust them again. I really liked playing here, the interface is nice, and I wanted to put my money in. But this seems to be a scam. Please help me, I beg of you. If necessary, dear casino guru, I'm willing to share my personal documents. But I need help.
Dear terrylustreperalta,
Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Unfortunately, casinos sometimes require additional verification even though the player's account has been verified previously. There is not much we could do other than suggest that you fully cooperate with the casino and provide all the necessary information.
Could you please advise which documents the casino requested? Have you already provided them? If yes, when exactly?
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
Good afternoon Kristina, first of all, grateful to you for your attention, since approximately December 23, 2023, my account has been validated, since I uploaded my required documents and I have approval from PARIMATCH, I share evidence. For more than two weeks, I have had my account restricted and by chance it is only withdrawal since I can bet or deposit. PARIMATCH wants me to lose my money by forcing me to play, they asked me for my ID again two weeks ago but I have no response from them. My documents are already uploaded since December last month. How it is possible that PARIMATCH, a globally recognized brand, can try to take people's money, up to 110 PEN, is incredible. It does not let me. Withdraw because I have to validate my DNI when it is already validated since December 2023.
Please help me now PARIMATCH does not respond to emails. It seems like a SCAM.
Please help
Thank you very much for your reply, terrylustreperalta. Could you please forward all the relevant communication between you and the casino to kristina.s@casino.guru (if there is any)? Alternatively, you can post it here. Thank you in advance.
Good afternoon, I very much appreciate your help, dear Kristina, I shared the evidence in your email. Please help me.
Thank you very much, terrylustreperalta, for your cooperation. I will now transfer your complaint to my colleague Michal (michal.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.
Hello terrylustreperalta,
I'm Michal, and I have taken over your complaint. After reviewing your case, it's worth noting that typically, once a client successfully completes the Know Your Customer (KYC) check before their initial withdrawal, additional withdrawals usually don't necessitate a repeat of the process. However, if any suspicion arises, the casino may request the same and additional documents from the customer as part of their security policy. While I acknowledge that this may occasionally lead to delays in the withdrawal process, such checks are not uncommon in our experience. I will contact the casino to shed more light on this.
We would like to invite Parimatch Casino PE to join the conversation.
Dear Parimatch Casino PE,
Could you please furnish us with additional details regarding why the player had to undergo another Know Your Customer (KYC) document submission, especially considering they recently passed the KYC check? If the information can't be shared publicly, please forward it to me at michal.k@casino.guru
Dear casino guru, now the folks at PARIMATCH have asked me for a new photo. It's already been two times that I've shared a photo and my BBVA bank statement. I want to comment that my bank statement has sensitive information about my movements. I just sent PARIMATCH what was requested. I am also sending you to michal.k@casino.guru for the evidence collected.
It is very uncomfortable for me that they ask for information about my BBVA bank but I have shared it, I only have 111 PEN and I feel very mortified for asking me for sensitive information, to be able to play on PARIMATCH, if you want me to leave PARIMATCH just tell me please.
Please help
Dear terrylustreperalta,
I acknowledge that the casino's request for the documents and selfies may seem excessive from your perspective; however, such requirements are actually quite standard. The casino team may ask for different documents during the Know Your Customer (KYC) and Anti-Money Laundering (AML) processes. My suggestion is to cooperate with the casino team in providing the requested information so that we can move forward with your complaint.
Dear casino gurus, you saw my photo with my ID in PARIMATCH, I have sent a new photo with my ID by mail to parimatch support.
Casino guru send you an email with the evidence I sent to Parimatch of my new photo. Help me please
Dear casino guru / PARIMATCH, this is already very frustrating for me, after they validated my photo with my internet document, they ask me again for bank evidence of my deposits to PARIMATCH, on January 4 I already shared the evidence of my deposits with PARIMATCH from my BBVA bank account using PAGOEFECTIVO and they didn't notice anything. Now PARIMATCH is asking for the same thing again, bank evidence when it was already shared with them on January 4th.
PARIMATCH wants to keep my money, they are trying to steal from me. Please casino guru blacklist PARIMATCH and condemn these actions of PARIMATCH casino for the damage they do.
This is very frustrating for me, every day they have me very worried, very distressed and re-sharing evidence that they already missed. Help me, they are stealing from me. Report
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.
In response to your request related to the Player’s complaint, we would like to indicate the following
Player verification requested according to of Clause 66 of the Company’s terms and conditions:
"If necessary, the Operator 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 mailto:support.pe@parimatch.com"
We make every effort to ensure that the player will pass the verification procedure as soon as possible, and we are very sorry that this process has been delayed. The reason for the delay is that we have not yet received all the requested documents for the player's verification, specifically the bank statement, which would show all deposits to the player's account.
The Player provided screenshots of deposits made, which are not suitable for further consideration of the request. Please note that for successful verification you should provide a bank statement\money transfer receipt.
The Player also provided the necessary bank statement, but it does not contain information about money transfers to our company.
We will be happy to continue processing the Player's documents and verify his account as soon as we receive all the necessary data.
Detailed information on the necessary confirmation of payments has been sent to the Player by email.
Best regards,
Parimatch
Dear casino guru/ parimatch, would it be possible to copy casino guru ( michal.k@casino.guru ) in the email that I will send to Parimatch with the requested evidence, with the aim that they can witness the time it takes to respond to me, please, if possible, I would appreciate it if you could respond to me
Dear terrylustreperalta,
Feel free to forward me all the required evidence that you plan to submit to the Parimatch team at michal.k@casino.guru. Please ensure that the bank statement or money transfer receipt is in its original format, typically a PDF format, as received from the bank.
Dear terrylustreperalta,
We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.
Dear Michal/PARIMATCH, I have shared the bank documents where the payment for December 21 and December 30 is displayed by mail. For amounts of 200 PEN and 250 PEN through PAGOEFECTIVO from BBVA bank, they are documents that the bank takes a while to deliver. Please I need your help and I have been claiming my prize for approximately two months now. How can they do this damage to me after so much time.
Help me please. This is too much for me
Dear terrylustreperalta,
Thank you for your email and the provided bank statements. I'm sure the Parimatch team will review them in a reasonable time.
Dear Parimatch team,
Please let me know once the bank statements are verified so that we can move on with the complaint.
Dear Casino Guru,
The Player``` s verification was successfully completed on the same day (february 20th) when the Player provided bank statements that we requested , of which the Player was informed by email.
Currently, the Player has successfully withdrawn the amount of his winnings.
Best regards,
Parimatch
Thank you for the good news, Parimatch team.
Dear terrylustreperalta,
As informed by the Parimatch team, your verification has been successfully finalized, and your withdrawal has been subsequently processed. Could you kindly confirm the receipt of the funds? Can we consider your complaint to be resolved?
Dear terrylustreperalta,
We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.
Dear terrylustreperalta,
Although it seems as though this issue has been clarified, as we haven't had a further response from you to confirm this, or if you need any further assistance, we are, unfortunately, forced to reject this complaint. I would like to thank the casino team for their cooperation.
Don’t hesitate to contact us if you run into any issues with this or any other casino in the future and we will try our best to help.
Best regards,
Michal
Casino Guru
