HomeComplaintsPariWin Casino - Player’s withdrawal delay due to prolonged verification.

PariWin Casino - Player’s withdrawal delay due to prolonged verification.

Black points: 1911

Amount: 530,000 ₴

PariWin Casino
Safety Index:Low
Submitted: 24 Jan 2024 | Unresolved : 29 Feb 2024
Unresolved Our verdict

No reaction, good regulator

UNRESOLVED

Case summary

8 months ago

The player from Ukraine had submitted all the requested documents for verification to the casino and was awaiting a response regarding his withdrawal. Despite having provided all necessary information, the player had faced a lack of response from the casino's support service. The player's account was subsequently blocked after verification. We had attempted to contact the casino multiple times but received no response. The complaint was marked as 'unresolved' due to the casino's lack of cooperation. We had recommended the player to contact the Kahnawake Gaming Commission for further assistance.

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9 months ago
Translation

Hello! I would like to ask for your help in resolving an issue involving the withdrawal of funds from my gaming account. On January 16, 2024, I provided the support service with passport photos from both sides, a selfie with my passport, and a bank statement for the last 30 days. After that, they told me to wait. As of January 24, 2024, there has been no response, and the support service is not communicating. They respond to new inquiries intermittently or not at all. The amount to be withdrawn is quite large. The verification process is taking too long. I offered to send my international passport if there were any doubts, but they said that a passport id would suffice.

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9 months ago

Dear aleksaandrovad,

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.

  • Do I understand correctly the casino is still checking your documents and they don't require any additional documents so far?
  • Has the casino explained the delay in completing the verification of your documents?
  • If you have screenshots of the casino's responses, feel free to share them 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,

Tomas

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9 months ago
Translation

Yes, the casino is still checking my documents. When asked how long verification will take, they answer that each player has an individual time for consideration, that is, there is no deadline.

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9 months ago

Has there been any progress in the casino completing your verification?

Please let me know.

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9 months ago
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Unfortunately no. Emails are very rarely answered.

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9 months ago
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Good evening! They also asked for a bank statement from the card with which I topped up the gaming account to check the payment details and said wait. Mail responds every 3-5 days

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9 months ago

Was your bank statement accepted? Was there any progress regarding the withdrawal?

Could you please share a screenshot of the status of your withdrawal here?

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9 months ago
Translation

Yes, the extract was accepted. There is no shift or progress. file

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8 months ago

Thank you very much, aleksaandrovad, for providing the necessary information. I will now transfer your complaint to my colleague Natalia (natalia.b@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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8 months ago

Hi aleksaandrovad,

I've just reviewed your case and will try to help you by contacting the casino. We'll see what can be done when they reply.


Dear PariWin Casino, I'd like to invite you to join this conversation and participate in the resolution of the player's complaint. Could you please share more information regarding the case? Would you please specify how much time will be needed to finish the verification?

I'm looking forward to hearing from you. In case of any supporting evidence, feel free to send it to my email natalia.b@casino.guru.

Kind regards,

Natalia

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8 months ago

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.

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8 months ago
Translation

Good afternoon, verification passed, but the account is blocked, in their words

file

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8 months ago

Dear aleksaandrovad,

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 Kahnawake Gaming Commission (https://gamingcommission.ca/interactive-gaming/complaints/ or complaints@gamingcommission.ca) 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 (natalia.b@casino.guru). I am sorry I could not be of more help on this occasion.

Best regards,

Natalia


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