Good afternoon

I am very upset and sad because out of all the betting houses I have played at, I consider "Parimatch" to be the worst. As customers, we are left adrift. I have been waiting for more than a week for my documents to be verified, a process that should have a limit of days.

It all started when I won and wanted to withdraw 10000 soles on October 20. They rejected my request and asked for a list of documents, which I sent as soon as possible. The online chat told me that the sooner I sent them, the quicker the process would be; however, this was not true.

We all know that if the balance remains, the temptation to play again is terrible, and if that happens, I may end up not being able to withdraw anything.

Every time I try to communicate, they give me the same information:

"The verification periods are individual for each account.

Therefore, we ask you to wait and you will be informed of the results in an email response."

And it's been more than 7 days already

Buenas tardes

Estoy muy molesta y triste a la vez porque de todas las casas de apuestas en las que he jugado, considero que "Parimatch" es la peor porque como cliente (nosotros) nos tienen a la deriva. Por verificación de documentos donde yo creo que debería de haber un tiempo limite de días, ya voy esperando mas de una semana.

Todo comenzó cuando gane y quería retirar 10000 soles el 20 de octubre, entonces me rechazaron y me pidieron una lista de documentos, de las cuales mande lo más pronto posible porque en el chat en linea me dijeron mientras mas rápido lo mandes, más rápido será todo; Sin embargo no fue verdad.

Tod@s nosotr@s sabemos que si el saldo se queda, la tentación de volver a jugar es horrible y si pasara eso al final puedo no retirar nada.

Cada vez que intento comunicarme, me informan lo mismo:

"Los periodos de verificación son individuales para cada cuenta.

Por lo tanto, le rogamos que espere y se le informará de los resultados en una respuesta a correo electrónico."

y ya pasaron mas de 7 días

Dear luenrimm,

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.

• Could you please list which documents you have already provided and when exactly did you send the last one?
• Have you achieved your winnings with the help of a bonus?

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

Update

Hello Thomas, I understand your answer, the truth is that I am discouraged because I found this forum and the truth is that parimatch is not reliable at all looking at the other cases.

Yesterday it was 8 days and they responded to me, asking me for a bank statement, which I have so they can verify the deposit to my parimatch account.

I'm still waiting to be able to withdraw 16,091 soles

Actualización

hola Thomas entiendo tu respuesta, la verdad es que estoy desanimada porque encontré este foro y la verdad parimatch no es para nada confiable viendo los otros casos.

Ayer pasando 8 días y me respondieron, pidiéndome extracto bancario las cuales los tengo para que puedan verificar el depósito a mi cuenta parimatch.

sigo en la espera para poder retirar 16091 soles

They asked me for these documents on October 20 and I sent them the same day.

The documents they have asked me for are:

• identification document
• selfie with ID (I sent thousands of photos but in the end they accepted it)
• confirmation of payments that have already been made to me before.

UPDATE

On October 28, they asked me for a bank statement showing the deposits I made to my account. And I sent it the same day.

• Bank statement

All documents sent and waiting for response by mail.

Extra fact: the amount is no longer 10,125 soles, today, October 30, my balance is 21,015.86

Estos documentos me lo pidieron el 20 de octubre y los mandé el mismo día.

Los documentos que me han pedido son:

• documento de identidad
• selfie con dni ( mande miles de fotos pero al final lo aceptaron )
• confirmación de pagos que ya se me hizo antes.

ACTUALIZACION

El 28 de octubre me pidieron extracto bancario donde se visualice los depósitos que hice a mi cuenta. Y ya mande el mismo día.

• extracto bancario

Todos los documentos enviados y esperando la respuesta por correo.

Dato extra: el monto ya no es 10125 soles, hoy 30 de octubre mi saldo es de 21015.86

I fully understand your frustration.

Have you received any response regarding your submitted bank statement from casino support?

If there is any relevant recent communication from the casino, please send it to my email at [email protected]

Hello Tomas !

Thank you for responding and being attentive to my complaint. The truth is that after placing my complaint in

"CASINO GURU" I don't feel so alone in this. I hope this can be resolved as soon as possible. I have seen some comments that it has only been 7 days but the verification usually does not take long to be honest and I think you understand what I mean.

I tell you that yesterday I followed up on my request via online chat, and they responded to me with this:

Your application has been sent to specialists and is being processed, wait, you will be informed about the result via your email (in response to a written request to the number ******).

Unfortunately, we cannot tell you how long you should wait. All orders are processed successively, so it may take a while. we ask you to wait

As soon as I get a response from the casino I will let you know by this means or if you like I can forward the entire conversation to your email.

ps: I have saved all the day-by-day chats I have with your online chat.

Hola Tomas !

Gracias por responder y estar atento de mi queja. La verdad que después de colocar mi queja en

"CASINO GURU" no me siento tan sola en esto. Espero que esto se pueda resolver lo m′ás pronto posible. He visto algunos comentarios sobre que recién han pasado 7 días pero la verificación usualmente no sabe demorar mucho tiempo la verdad y creo que usted me entiende.

Te comento que ayer le hice seguimiento a mi solicitud por chat online , y me respondieron esto :

Su solicitud ha sido enviada a especialistas y está siendo procesada, espere, se le informará sobre el resultado a través de su correo electrónico (en respuesta a una solicitud por escrito al número ******).

Desafortunadamente, no podemos decirle cuánto tiempo debe esperar. Todos los pedidos se procesan sucesivamente, por lo que puede tardar un poco. te pedimos que esperes 

Apenas obtenga una respuesta por parte del casino te lo hare saber por este medio o si gustas puedo reenviarte toda la conversación al mail.

pd: He guardado todos los chats día por día que tengo con su chat online.

Hello Thomas, I hope you are well!

Today marks two weeks or 14 days since my verification period began and I have no response.

The request is 25346256, I hope you can help me in the best way. Every day is a torment for me because I am a Peruvian over 55 years old, I told them to have a lot of consideration but nothing.

Hola tomas espero te encuentres bien!

Hoy se cumplen dos semanas o 14 días desde que empezó mi periodo de verificación y no tengo respuesta.

La solicitud es la 25346256 , espero que me puedan ayudar de la mejor forma. Cada día es un tormento para mi porque soy una peruana de más de 55 a?os, les comente que tengan mucha consideración pero nada.

Thanks very much for the update.

Could you please send me the relevant chats between you and the casino regarding the issue?

Send the information to [email protected], or alternatively, you can post screenshots here.

Hello Tomas! I already sent you my entire conversation by email with the parimatch casino with the subject: SLOW VERIFICATION PROCESS- PERU REQUEST 25346256.

Today counts as 16 days waiting for my verification.

THANKS FOR YOUR TIME

Hola tomas! Ya te envié toda mi conversación por mail con el casino parimatch con el asunto : LENTO PROCESO DE VERIFICACIóN- PERú SOLICITUD 25346256 .

el día de hoy se cuenta como 16 días esperando mi verificación.

GRACIAS POR TU TIEMPO

Good morning Tomas

I am in Peru and the truth is that I believe that everything is already lost, it is impossible for a verification process to last a long time. I didn't do fraud, I earned my money legitimately because it was through a casino.

I want to leave my mark on this parimatch casino like they are doing with me, so I ask you for help in what legal way I can proceed; I was talking to two lawyers to get training. And in fact, I will make a viral video about my case so that they close parimatch Peru.

Buenos días tomas

yo me encuentro en Perú y la verdad creo que ya todo está perdido, imposible que un proceso de verificación pueda durar mucho tiempo. No hice fraude, me gane mi dinero de manera legítima porque fue por casino.

quiero dejar huella en este casino parimatch como ellos lo están haciendo conmigo, así que te pido ayuda de qué manera legal puedo proceder; estuve hablando con dos abogados para poder capacitarme. Y de hecho que haré un video viral sobre mi caso para que cierren parimatch Perú.

Hello Tomas, it's been 19 days and still no response, I've already sent new emails, and they haven't responded.

solicitous! I implore! Your help

Hola tomas, ya pasaron 19 días y aún ninguna respuesta, ya he mandado nuevos correos, y no me responden.

solicito! Imploro! Tu ayuda

Thank you very much, luenrimm, for providing the necessary information. I will now transfer your complaint to my colleague Peter ([email protected]) 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.  

Thanks Tomas.

Will Peter contact me by gmail or by this means?

thank you, thank you and a thousand times thank you

Gracias tomas

peter se comunicará conmigo por gmail o por este medio?

gracias gracias y mil veces gracias

Hello there,

Thank you luenrimm for providing us with all the information. I hope we'll be able to resolve this issue together.

I would now like to ask Parimatch Casino for their help in resolving this complaint. We would like to know why is the verification process taking as long as it is and if we can do anything to help make it quicker.

Thank you!

Hello Peter, it's been 3 weeks and I haven't heard anything back. and by this means the casino does not respond either.

??

Hola peter, ya pasaron 3 semanas y no tengo respuesta de nada. y por este medio el casino tampoco responde.

??

Hello Peter, time continues to pass and I tell you that today, being November 11, 2023, this is my balance in my account, which would be 167,733.96 soles, which would be approximately 44,282.87 dollars.

PS: Update the amount in dispute please

Hola Peter, el tiempo sigue pasando y te comento que hoy siendo 11 de Noviembre del 2023, este es mi saldo en mi cuenta que seria 167 733.96 soles que serian aproximadamente 44 282.87 dólares

PD: Actualizar la cantidad en disputa por favor

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.

Hello Peter

Why did they change my parimatch casino to parimatchPE casino?

I'm getting scared, because I took as a reference the adjective they gave to the parimatch casino in general.

please let me know

Hola Peter

Porque me cambiaron de casino parimatch por casino parimatchPE ?

me estoy asustando, porque yo tome de referencia el calificativo que le dieron al casino parimatch en general.

me comunicas por favor

Dear luenrimm, I was in contact with the affiliates and learned that the Peru site on which you played is operated by a different team. We had to change the casino to the Peru site so as to not affect the rating of the other brand which cannot assist with your issue. I am in the process of contacting the Parimatch PE now and will update you about any further developments.

Thank you in advance for your patience!

Good morning

I have seen complaints "resolved and closed" with users from Peru, and the same PARIMATCH CASINO responds, now it turns out that a headquarters has to respond? Is there such a headquarters? ...please confirm to me if there is someone representing that headquarters to take action on the matter regarding my complaint.

The link where I enter is this: https://pe.parimatch.com/es/

Buenos Días

he visto quejas "resueltas y cerradas" con usuarios de Perú, y responde el mismo CASINO PARIMATCH, ahora resulta que tiene que responder una sede ? existe tal sede? ... confírmame si existe alguien representando esa sede para tomar cartas en el asunto con respecto a mi queja.

El link donde ingreso es este: https://pe.parimatch.com/es/

Hello Peter

Please help me how I can proceed with my complaint.

I appreciate your help as a user, I am truly grateful for your position in being able to support me.

Can you advise me how I can legally leave this matter please and the logo where I play is this

Hola Peter

Me ayudas como puedo proceder con mi queja por favor

Agradezco tu ayuda como usuaria estoy de verdad agradecida con tu postura para poder apoyarme.

Puedes asesorarme como puedo irme de manera legal este asunto por favor y el logo de donde juego es este

If you wish to escalate the complaint before I'm able to get in contact with the casino I recommend you contact the eGaming Curacao Authority (https://www.curacao-egaming.com/public-and-players/complaints-landing?domain=pe.parimatch.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 ([email protected]).

Please resolve my doubts:

1. There are complaints in their forum from Peruvian users with the currency (s/., nuevos soles, pen), where the representative of the parimatch casino responds. I have read all the ones that exist, including the "unresolved" ones. Why on this occasion is the case being referred to parimatch PE (without logo)?
2. In case I am going to complain about the license, is it effective? Is there any way that you, as a casino guru, can help me or provide me with advice to proceed with my complaint on the e curacao gaming website.
3. Today, being November 16, 27 days have passed since the verification of documents began where I have sent: my identity document, selfie photos with the document and bank statement to display the deposits I made in my account. And no response.

This case is remaining unresolved because the same company Casino parimatch does not want to recognize the complaint, referring it to a region (Peru) which is the same since they have previously responded to user cases from Peru. So they should rate Parimatch poorly for not wanting to pay $44,000 dollars

Resuelve mis dudas por favor:

1. Hay quejas en su foro de usuarios de Perú con la moneda ( s/. , nuevos soles , pen ) , donde el representante del casino parimatch responde. Me he leído todas las que existen inclusive las "no resueltas". ? Porque en esta ocasión se está derivando el caso a parimatch PE ( sin logo ) ?
2. En caso de que vaya a quejarme con la licencia, es efectiva ? Alguna manera de que Uds como casino gurú puedan ayudarme o aportarme asesoría para proceder mi queja en la web de e curacao gaming.
3. hoy siendo 16 de noviembre han pasado 27 días desde que empezó la verificación de documentos donde he mandado : mi documento de identidad , fotos selfie con documento y extracto bancario que se visualicen los depósitos que hice en mi cuenta. Y sin respuesta.

Este caso está quedando como no resuelto porque la misma empresa Casino parimatch no quiere reconocer la queja derivando a una región ( Perú) que es lo mismo ya que antes han respondido casos de usuario de Perú. Así que deberían calificar mal a Parimatch por no querer pagar 44 000 $ dólares

Good night Peter

My account verification was achieved, and now I am in the WITHDRAWAL process.

They limited my withdrawals to up to 10,000 soles per day, I feel a little uncomfortable with that but in the end it was achieved.

PS: I will update my case when I finish withdrawing the entire balance.

Greetings and thanks casino guru.

Buenas noches Peter

Se logro la verificación de mi cuenta, y ahora me encuentro en el proceso de RETIROS.

me limitaron los retiros hasta de 10 000 soles por día, me encuentro un poco incomodo con eso pero al final pues se logró.

pd: actualizare mi caso, cuando termine de retirar todo el saldo.

saludos y gracias casino guru.

Dear luenrimm, Thank you very much for the update. We will keep this complaint open until you confirm your withdrawal has been successful. Please keep me informed about any further developments.

Good morning, I was withdrawing from my account like every day, until there was a delay and they sent me for a new verification but this time it will be faster they say and it will be by video communication. Seriously they put a lot of obstacles

Buenos días estaba retirando de mi cuenta como todos los días, hasta que hubo una demora y me mandaron a una nueva verificación pero esta vez será más rápida dicen y será por video comunicación. Enserio ponen muchas trabas

Dear luenrimm, I understand your frustration but please understand that KYC is a very important and essential process. I believe if the casino wants to repeat your verification there must be a good reason for it. I ask for your patience during this time. Please keep me updated about any further developments.

I understand that it is a very important process but we are talking about the fact that I have already gone through a 1-month verification process, now I have been denied withdrawals again due to a new verification process. The parimatch casino seriously leaves a lot to be desired

Entiendo que sea un proceso muy importante pero estamos hablando de que ya he pasado un proceso de verificación de 1 mes, ahora me han negado nuevamente los retiros por un nuevo proceso de verificación. El casino parimatch deja mucho enserio mucho que desear

In the end the entire balance was lost and I did not withdraw anything. the worst betting house

Al final se perdio todo el saldo y no retire nada. la peor casa de apuesta

Dear luenrimm, it is unfortunate but if you played your finds we will not be able to help you further. If this is not the first time this has happened I would recommend checking out our guide on How To Gamble Safely. Your complaint will now be rejected. Thank you for your understanding, I am sorry we could not be of more help on this occasion. Please do not hesitate to contact us if you run into any issues with this or any other casino in the future.