The player from Spain, who had won over €500, encountered issues with the casino's verification process. He had been asked to provide additional documentation, including utility bills and a bank document, for security purposes. However, the player did not have the requested invoices and had reported inconsistent information from the casino's customer service regarding the validity of the documents. After several exchanges, the player had been able to propose alternative documents which the casino accepted. Despite the slow process, the player was finally successful in withdrawing his winnings. The complaint had been resolved and was subsequently closed.
PariPesa Casino - Player's withdrawal is delayed due to document issues.
Amount: €700
PariPesa Casino
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
1 month ago
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2 months ago
Translation
Hello. I spent a week gambling at this casino. I won a good amount, over 500€. However, after being able to withdraw 25€ once, when I obtained more earnings I tried to make another withdrawal, but this time they told me that the security department was requesting documents. I contacted them via email and sent what they asked for, a selfie photo with my ID and the email conversation with Paripesa's security department in the background. Once I did this, they asked me again for more things. They wanted receipts from the last three months of water, light and electricity showing my name and address, also a bank document. I sent them the bank document but they responded telling me to adhere to the requested documents. I insisted again and again that I do not have any of those invoices in my name but they send me the same message as before. When I contact customer service through the app, they contradict themselves as they tell me that the bank document is valid and serves as proof of address. I don't see a solution. So, I ask for help, please.
Attached are the email and web conversations.
Automatic translation:
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2 months ago
Dear xs6gkrmtv4,
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 licensed casinos takes KYC lightly and it might take a few working days to complete this thorough process.
- Do I understand correctly that providing a utility bill to verify your address seems to be the only obstacle standing between you and your winnings?
- Could you please forward any relevant communication and supporting evidence to petronela.k@casino.guru?
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
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2 months ago
Dear xs6gkrmtv4,
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.
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1 month ago
Translation
I continue exchanging documentation. For now they have accepted the alternatives that I proposed. But I haven't been able to withdraw the money yet.
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1 month ago
Hi xs6gkrmtv4,
- If your account was successfully verified already, have you been advised why you can't withdraw your winnings, please?
Thank you.
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1 month ago
Translation
Finally, I was able to make the withdrawal successfully. However, I think it would be better for the verification team to request all the documents they require at once, and not one after the other, which slows down the process too much.
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1 month ago
As the problem has been successfully resolved, we will now close the complaint as ‘resolved’ in our system. Thank you very much, xs6gkrmtv4, for your cooperation and confirmation, and please don’t 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.
Best regards,
Petronela
Casino.Guru
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