Hello dear CasinoGuru team!

I sure hope that you’ll be able to help me with Parimatch Casino.

I’ve been a registered customer since 2015.

My account was first verified on Wed, Oct 25, 2017 (plz refer to the attachment)

I NEVER play with bonus money, real money always.

Recently I was lucky to get a big win in Play’n Go game.

My option to withdraw money was immediately blocked, and they requested another verification/extra documents.

Obviously, I have provided ones.

They confirmed that verification (second one) is completed at Sat, May 21, 3:41 AM (plz refer to the attachment).

I continued playing. Was confident, there is no issues whatsoever. As soon as I tried to request a withdrawal – this option got blocked and remains blocked by now.

They requested extra documents, that were provided immediately (I have nothing to hide).

Issue #1

Starting from May 21 they keep saying that a dedicated dept. is checking the documents (but it’s been over two weeks now !!!), and that’s for a customer, who was several times verified before!

Issue #2

I was finding hard to stop playing. Thus requested to imply a gambling limit for the period of "another verification". Requested 7 times in live chat, that I demand to impose the gambling block, that I can’t control myself, but all in vain; they said – it’s not technically possible. Thus, I’ve lost 470k+ UAH (I am confident they will never return the money, judging by other complaints)

Dear CasinoGuru team, can you please kindly assist with the point #1 above? I am desperate…

They keep on sending promotional e-mails, every day! The last one states – "you have 1000011.35 on your balance, don’t forget to play!" I find it rather abusive, definitely breaching any responsible gambling terms.

Please help!

Dear ViktorCh,

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.

Have you been informed what specifically seems to be a problem in verifying your account?

Additionally, when applying for the self-exclusion, state clearly the reason why you want your account to be deactivated and specify the time period. Also, email "Subject" should be clearly marked and easily recognizable as casino support receives many requests per day hence, if it’s visibly marked you stand a better chance to have your request granted as soon as possible.

_________________________________________________________________________________________________________________________________

Example:

Email subject: Self-exclusion

Player’s info:

First name:

Last name:

DOB:

Casino login:

Email address:

"Greetings Parimatch Casino,

I’m writing to inform you that I wish to exclude immediately from this casino and from receiving any gambling-related marketing material for a minimum period of xxx months/years (lifetime).

The reason that preceded my decision is xxx

I acknowledge that I will not be allowed to rescind my self-exclusion during this period and self-exclusion cannot be lifted before the end of the agreed period."

_________________________________________________________________________________________________________________________________

Please send another email to [email protected] (you can CC me at [email protected] in the copy) and keep me informed about any further developments. Thank you in advance.

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,

Petronela

Hello Petronela,

Thank you for the above. I do understand, that KYC is crucial for every licensed Casino. I have no troubles providing documents, even offered to undertake the video verification.

What I do not understand, is why it takes 16 days for them to verify 1 document. Obviously PM Casino are striving to make me lose the money (and they do succeed, has to be admitted).

I've also sent you an e-mail with the screenshots. Please kindly take a look at your earliest convenience.

Than you in advance!

P.S. I am still unable to make withdrawal requests.

Warm regards

Thank you, ViktorCh, for your email and reply. Please understand that limits such as deposit/loss/wager are not mandatory to be offered and if the casino recommends blocking your account if you do experience any gambling problems then I strongly recommend following this advice. Have you requested already for your account to be blocked, please?

Hello, Petronela

No, I have not( and lost big amount money again.

The documents are still not checked, it's been 19 days now...

This is actually the first time I face such long verification... Is it normal?

Thanks

Dear Petronela,

Sorry for being pushy. But do you have any suggestions of what can be done with the verification?

BTW I've forgotten to mention, that my account was previously verified several times and I received 100+ withdrawals before. The issue with one more verification and withdrawal block appeared during a big win.

All the documents were provided immediately. It takes PM around 20 days to verify 1 document.

Also, they confirm that I did not breach any T&Cs.

Please kindly assist(

Hello

Please close the complaint. All the money is lost.

Thank you for your swift contact of the casino and your rapid answers.

Sadly, since you have played your winnings, I’m afraid, there is not much we can do for you. Please understand, the player is the only one responsible for their account, active balance and all the bets taking place. For future references, please contact us as soon as the issue evolves so we can intervene before it's too late.

Sorry we were not able to help you with this case, but please, do not hesitate to contact us in the future, if you run into any issues with this or any other casino. We are here to help. I will reject your complaint now. Thank you for your understanding.