Hello!

I am a VIP player of many famous online casinos. I usually play slots from $20 to $1250 per spin. Millions of dollars have been lost in a lifetime.

I have been playing parimatch since 2018. I liked everything.

There was also a VIP there, but they removed it after it went into self-blocking for one year.

Since this year, I began to play more or less regularly and I was lucky here. In January, there were winnings 2 times for 75k dollars, as I remember, they were paid out almost instantly.

Then they wrote everywhere that they had left and therefore I did not play in July, they began to receive invitations to play in the mail and I returned and began to play regularly.

There were no winnings until August 21st. On August 21, he raised about $80,000. In that game, I replenished $ 13,000 and made a bet on Usyk's victory (boxing), she won, moved to slots and won more. mental gave maxvin

https://replay.nolimitcity.com/show/runusesikepe

As a result, they paid out $30,000 quickly, but I can’t withdraw $62,000 because they sent it for re-verification. I sent those documents that were asked immediately after that, for a month and a half, nothing happens. Support kicks off in a stereotyped way. Can't even answer how long to wait.

my pm number is 3035644

Привет!

Я являюсь вип игроком многих известных онлайн казино. Обычно играю в слоты от 20 до 1250 долларов за спин. За всю жизнь проиграны миллионы долларов.

В париматче играл с 2018 года. Все нравилось.

Был там тоже вип, но сняли после того как ушел на самоблокировку на один год.

С этого года стал играть более менее регулярно и мне тут везло. В январе были выигрыши 2 раза по 75к долларов как помню выплатили их практически мгновенно.

Потом везде писали что они ушли и поэтому я не играл в июле стали приходить на почту приглашения поиграть и я вернулся стал играть регулярно.

Выигрышей не было до 21 августа. 21 августа поднял примерно 80 000$. В ту игру пополнил на 13000$ сделал ставку на победу Усика(бокс), она выиграла перешел в слоты и выиграл еще. Ментал дал максвин

https://replay.nolimitcity.com/show/runusesikepe

В итоге 30 000$ они выплатили быстро, а 62 000 вывести не могу тк отправили на повторную верификацию. Отправил те документы что попросили сразу после этого уже полтора месяца как ничего не происходит. Поддержка шаблонно отфутболивает. Не могут даже ответить сколько еще ждать.

мой номер на пм 3035644

Hello wheelsofwonders,

Thank you very much for submitting your complaint and I'm really sorry to hear about your issue with Parimatch Casino. Please allow me to ask you a few more question before we would move forward.

Could you please advise since when exactly is the verification process ongoing? Which documents have been already approved and which ones not? When was the last time you spoke to the casino and what was it about?

Looking forward to your answer.

Regards,

Nick

Hey Nick.

The verification process has been going on since August 22, 2022. I sent all the documents that I was asked for (this is a passport photo and a selfie with a passport) on August 22. It's actually a recheck. The first verification was already 3 years ago.

I don’t know which documents are approved and which are not, because no one from parimatch contacted me for a month and a half.

I myself wrote to the support chat many times and each time received almost the same answers. Below is a copy of the latest correspondence:

Maria (02.10.2022, 11:57:20): We are already in the chat and ready to help you.

Maria (10/02/2022, 11:57:36 AM): Please enter your betting account number.

(02.10.2022, 11:58:21): 3035644

Maria (10/02/2022, 11:59:41 AM): Your request has previously been forwarded to the experts and is under review. You will be informed about the results in a written request 14625372.

According to the rules of the company, clause 85, the terms for verifying a gaming account are set individually for each gaming account.

More details about the rules: https://parimatch.com/ru/terms-and-conditions

(10/02/2022, 12:00:22): the same thing was written back in August and no one wrote me anything

Maria (10/02/2022, 12:00:37 PM): However, at the moment, specialists are still verifying your account.

(10/02/2022, 12:00:49 PM): how much longer to wait?

Maria (02.10.2022, 12:02:20): It is not possible to provide exact dates, please wait for a response to your mail.

(10/02/2022, 12:03:49 PM): Well, it can't be. the standard verification period in any casino is from 3 minutes to a day. if your verification lasts for months, there should be a warning in the rules about this. and the maximum period

(02.10.2022, 12:04:17): why is there no warning about the wildest timing of this procedure?

Maria (10/02/2022, 12:06:19 PM): According to the company's rules, clause 85, the terms for verifying a game account are set individually for each game account.

(10/02/2022, 12:06:31 PM): why did you write this?

(10/02/2022, 12:07:32 PM): A solid organization cannot have such rules. because it turns out I just gave you money. because you can answer the same thing in 10 years

(02.10.2022, 12:07:37): the term is individual

(02.10.2022, 12:07:51): what should I do with this phrase that the term is individual?

(10/02/2022, 12:08:05): you can not pay at all, but this is copy-paste and that's it

(10/02/2022, 12:09:29 PM): I've been waiting for some ridiculous re-verification for a month and a half. why do I even need it?

Maria (10/02/2022, 12:12:35 PM): Konstantin, there is no maximum verification period.

In this last correspondence, I tried to talk to her in order to get at least some information about what was happening. Prior to that, many times they simply answered with a clause of the rules that the verification period is individual and the queue for verification is long (copy-paste) and that's it.

For me, this is not some critical amount, but a matter of principle. I am upset by this situation as I have lost one of my favorite entertainment games in the casino. All these months and a half I have not played in the casino because now I understand that the winnings may simply not be paid out, what's the point then? ??

Best regards Konstantin

Привет Nick.

Процесс проверки идет с 22 августа 2022года. Я отправил все документы, которые у меня попросили(это фото паспорта и селфи с паспортом) 22августа. На самом деле это повторная проверка. Первая верификация была уже года 3 назад.

Какие документы утверждены, а какие нет я не знаю так как за полтора месяца никто от parimatch не связывался со мной.

Я сам много раз писал в чат поддержки и каждый раз получал почти одинаковые ответы. Ниже будет копия последней переписки:

Maria (02.10.2022, 11:57:20): Мы уже в чате и готовы Вам помочь. 

Maria (02.10.2022, 11:57:36): Укажите, пожалуйста, номер Вашего игрового счета. 

 (02.10.2022, 11:58:21): 3035644 

Maria (02.10.2022, 11:59:41): Ранее Ваш запрос был передан специалистам и находится на рассмотрении. Про результаты Вы будете проинформированы в рамках письменного обращения 14625372.

Согласно правилам компании, п.85, сроки верификации игрового счета устанавливаются индивидуально для каждого игрового счета.

Детальнее о правилах: https://parimatch.com/ru/terms-and-conditions 

 (02.10.2022, 12:00:22): тоже самое еще в августе писали и никто ничего мне не написал 

Maria (02.10.2022, 12:00:37): Однако на текущий момент специалисты все еще проводят верификацию по Вашему аккаунту. 

 (02.10.2022, 12:00:49): сколько еще ждать ? 

Maria (02.10.2022, 12:02:20): Точные сроки нет возможности предоставить, ожидайте, пожалуйста, ответ на Вашу почту. 

 (02.10.2022, 12:03:49): ну так не может быть. стандартный срок верификации в любом казино от 3 минут до суток. если у вас верификация длится месяцами об этом должно быть предупреждение в правилах. и указан максимальный срок 

 (02.10.2022, 12:04:17): почему нет предупреждения о дичайших сроках этой процедуры? 

Maria (02.10.2022, 12:06:19): Согласно правилам компании, п.85, сроки верификации игрового счета устанавливаются индивидуально для каждого игрового счета. 

 (02.10.2022, 12:06:31): к чему вы это написали? 

 (02.10.2022, 12:07:32): в солидной организации не может быть таких правил. потому-что получается я вам деньги просто подарил. потому-что вы можете ответить тоже самое через 10 лет 

 (02.10.2022, 12:07:37): срок индивидуален 

 (02.10.2022, 12:07:51): что мне делать с этой фразой что срок индивидуален? 

 (02.10.2022, 12:08:05): можно значит вообще не выплачивать а это копи-пастить и все 

 (02.10.2022, 12:09:29): я жду какой-то нелепой повторной верификации полтора месяца. зачем мне это вообще надо? 

Maria (02.10.2022, 12:12:35): Константин, отсутствуют максимальные сроки верификации. 

В этой последней переписке я пытался разговорить ее что-бы получить хотя-бы какую-то информацию о том что происходит. До этого они много раз просто отвечали пунктом правил что срок верификации индивидуален и очередь на верификацию большая(копи-паст) и все.

Для меня это не какая-то критичная сумма, но дело принципа. Я расстроен этой ситуацией тк я лишился одного из любимых развлечения игры в казино. Все эти полтора месяца я не играл в казино потому-что теперь я понимаю что выигрыш может быть просто не выплачен, какой тогда смысл? ??

С уважением Константин

I also emailed them this morning and they responded pretty quickly:

Hello.

I have been waiting for the withdrawal of funds to be opened for me for 1.5 months

Any news? When will findings be released? This is generally inadequate time already.

Konstantin

Support Parimatch.COM

11:27 (52 minutes ago)

to whom: me

Thank you for contacting Parimatch!

Konstantin, your appeal is being considered by the relevant department and administration of the company.

As soon as information regarding your request appears, you will be informed by a separate letter to your mail as part of your appeal "14625372". We recommend waiting for a response.

Так-же написал им на электронную почту сегодня утром, довольно быстро они ответили:

Привет.

Жду пока мне откроют выводы средств уже 1.5 месяца

Есть какие-то новости? Когда откроют выводы? Это-же вообще неадекватный срок уже.

Константин

Служба поддержки Parimatch.COM

11:27 (52 минуты назад)

кому: мне

Спасибо за обращение в Parimatch!

Константин, Ваше обращение находится на рассмотрении профильного отдела и администрации компании.

Как только появится информация касательно Вашего запроса, Вас проинформируют отдельным письмом на Вашу почту в рамках Вашего обращения "14625372". Рекомендуем ожидать поступление ответа.

Thank you wheelsofwonders for all the information provided. I will now forward your complaint to my colleague Michal ([email protected]) who will be assisting you from now on.

Wish you best luck resolving it.

Regards,

Nick

Hello wheelsofwonders

I'm Michal and I have taken over your complaint. I have reviewed your case and will contact the casino to see if I can help.

We would like to invite Parimatch Casino to join the conversation.

Dear Parimatch Casino,

Can you please provide some information regarding the delay of the player's withdrawal?

Hello!

Dear Michal,

According to the user’s game account, personal data verification (verification) is carried out, due to which financial transactions were suspended according to the company regulations. At the moment, the user was requested photos of the international document and a selfie with the document in hand, which confirms the identity. 

We will notify you of the result of verification.

Hello

I am very surprised that they are asking for a document not from russia and rejected my russian documents.

I played from Russia for 4 years and everything was fine. already verified and I don't have documents from other countries.

This request violates your rule 84 https://parimatch.com/en/terms-and-conditions

Betting company reserves the right to verify the gaming account holder's identity and suspend transactions and/or payout for the gaming account at the time of verification.

Initial verification is carried out in order to confirm that the gaming account has been registered with real data and that the Client has reached the age of 18. To verify his identity, the Client can download a photo of a civil passport of HOME COUNTRY or national identity card in the gaming account settings.

First name, last name, photo, date of birth, number of the document must be clearly visible on the document. Only color photos of documents can be accepted (black-and-white scans and copies of documents are not allowed). Document pages must be visible completely. Acceptable documents languages - RUSSIAN, English, Ukrainian. Acceptable file formats: jpg, jpeg, gif, no larger than 400 KB.

I sent a photo of a foreign passport and a Schengen visa. I hope this is enough.

Thank you Parimatch Casino for the response.

Dear wheelsofwonders

I agree with you that Parimatch Casino has the following stated in its terms and conditions:

" ....Acceptable documents languages - Russian, English, Ukrainian. Acceptable file formats: jpg, jpeg, gif, no larger than 400 KB." So they should be able to accept your document in the mentioned languages. 

However, rule 85 is stated:

"If necessary, Betting company 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 [email protected]."

This is a standard requirement that the casino is entitled to. I understand that from your point of view it might appear unnecessary, but the casinos can request an additional check at all times.

As you wrote, you already provided the required documents, so I'm sure the casino will process this as soon as possible and your withdrawal will be approved easily.

Dear Parimatch Casino

Please let us know when the player's documents are verified and the withdrawal approved.

Hello! 

We are in the process of analyzing the situation very closely. As soon as we get a result, we will let you know. 

Hello!

We are pleased to inform you that the document check is complete.

Withdrawal of funds from the game account and further play is available to you.

We wish you a pleasant game and more winnings!

Hello.

Yes, finally my withdrawals are unlocked. limit $ 2000 which was not there before, but ok. It's just inconvenient and will affect the desire to play there and bets.

Thanks so much kazinoazov, Nick, Michael!

Great news, wheelsofwonders. As per Parimatch Casino's response, you can once again enjoy the full functionality of your gaming account, including withdrawals. Now it is solely up to you if you continue to play in Parimatch Casino or will try out some of the recommended casinos from our list, that are available in your country.

As the complaint has been successfully resolved, we will now close it as ‘resolved’ in our system. I would like to thank both parties for your cooperation and don’t hesitate to contact us if you run into any issues with this or any other casino in the future. We are here to help. If you have any further questions, you can reach out to me at [email protected]

Best regards,

Michal