Parimatch Casino PE - Player’s withdrawal is delayed due to repetitive document requests.

I have been sending the same email with the requested documents to Parimatch for over 2 months. The documents required are:

• A photo holding my ID
• Bank account transactions for March and April

They keep asking for the same documents repeatedly, without explaining or specifying anything further. I am not receiving any help or alternative solutions to withdraw my money. I need your assistance, please.

Dear rolando1029,

Thank you very much for submitting this complaint. I'm sorry to hear about your problem.

When submitting photographs for verification, it is crucial to ensure that the images meet the following requirements:

• The photo should be clear and of high quality.
• The document's information should be clearly visible.
• Your face should be fully visible and not covered by the document.

Could you please send me the most recent photograph you submitted to the casino, along with your bank statements for March and April? My email address is veronika.l@casino.guru.

Have you provided the bank statement in the original PDF format as requested, and is all your personal information clearly visible?

Do I understand correctly that all your other identity documents have been approved by the casino?

I hope we will be able to help you resolve this issue as soon as possible. Thank you in advance for your reply.

Best regards

Veroni

Hello

I just sent the documents to your email veronika.l@casino.guru

The documents that I have sent to Parimatch Peru for 2 months are exactly as they requested, they only say that I send a better quality photo, I have sent more, the photo is of very high quality and everything is displayed, and from the bank statement they ask original document, and that was what I sent, it is not a copy or modified, they do not explain more details, they do not help, they just repeat the same thing like robots.

Additionally, on your Parimatch Peru Facebook you can see many people in comments complaining that they cannot withdraw their money, making any excuse on the part of the casino, from what I see it is a serious case that affects many people and that began in these months recent.

I hope for your help please, thank you.

An additional piece of information that I have found out is that now when I log in to my parimatch account, it redirects me to a new casino called JUGABET, this is the link:

https://jugabet.pe/

My user information and the amount of money are still displayed in this casino but I still cannot withdraw the money.

Thank you very much, rolando1029, for providing all the necessary information. I will now transfer your complaint to my colleague Mirka (miroslava.d@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.

Dear rolando1029,

My name is Mirka, and I will be assisting you in solving this case. Now I would like to invite Parimatch Casino PE representative to join this conversation.

Dear Parimatch Casino PE,

Could you please provide clarification regarding this case?

Thank you in advance,

Mirka

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.

I have tried to contact the casino repeatedly but had no success. I’m afraid there is not much that can be achieved without cooperation from its side. I will mark the complaint as "unresolved" in our system. I understand this isn't a satisfactory solution to your issue. However, the decrease in the rating caused by unresolved complaints might 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.

In the meantime, I recommend you contact the Curacao Gaming Authority (info@curacaolicensing.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 (miroslava.d@casino.guru). I am sorry I could not be of more help on this occasion.

Best regards,

Mirka