Good afternoon dear CasinoGuru, I come to you as support so that the Parimatch casino can validate my account, the casino asked me for my bank EECC of the last 30 days, my identity document and a photo holding my identity document.

It has been more than 8 days since I sent you the required documentation, and to date I have not received any response other than "please wait", "you have to wait for the response by mail".

It bothers and affects this since one expects to be able to withdraw your earnings when you have them.

I attach the documents I sent and a photo of the emails. Currently in my account I have 20219 soles which I cannot withdraw, because the support people put these obstacles and no solution I hope they can help me.

Buenas tardes estimado CasinoGuru, acudo a ustedes como soporte para que el casino Parimatch pueda validar mi cuenta, el casino me pidió mi EECC bancario de los últimos 30 días, mi documento de identidad y una foto sosteniendo mi documento de identidad.

Hace más de 8 días que le envíe la documentación requerida, y hasta la fecha no tengo respuesta alguna mas que "por favor espere", "tiene que esperar la respuesta por correo".

Incomoda y afecta esto ya que uno espera poder retirar sus ganancias cuando las tiene.

Adjunto los documentos que envié y foto de los correos. Actualmente en mi cuenta tengo 20219 soles las cuales no puedo retirar, porque los de soporte me ponen esas trabas y nada de solución espero me puedan ayudar.

Dear coniguru,

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 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?

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

Thanks for the prompt response,

I understand that the KYC process takes time, but I think they should inform clients what the waiting period is, or what stage of verification my account is in, the only response I get from them is that they will reply to me by email , that I have to wait, that they do not have a defined time.

I have not been informed if there is a problem with the verification, it is more the last time with the online support chat, I asked them if they needed one more document that I was willing to send additional documents to speed up the process, they told me that they did not need more documents and to wait for the reply by mail.

I hope you can help me solve the problem as soon as possible.

Thank you

Gracias por la pronta respuesta,

Entiendo que el proceso KYC tome su tiempo, pero creo que deberían informar a los clientes cual es el plazo de espera, o en qué fase de la verificación se encuentra mi cuenta, la única respuesta que obtengo de ellos es que se me responderá por correo, que tengo que esperar, que no tienen un tiempo definido.

No he sido informado si hay un problema con la verificación, es más la última vez con el chat de asistencia online, les pregunté si necesitaban un documento más que estaba dispuesto a enviar documentos adicionales para acelerar el proceso, me dijeron que no necesitaban más documentos y que esperara la respuesta por correo.

Espero puedan ayudarme a resolver el problema lo antes posible.

Gracias

Thank you very much, coniguru, for providing all the necessary information. I will now transfer your complaint to my colleague Natalia ([email protected]) who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction in the near future.  

Hi coniguru,

I've just reviewed your case and am sorry to hear about your struggles with the verification process. I will try to help you by contacting the casino. We'll see what can be done when they reply.

Dear Parimatch 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 what are the reasons for such a lengthy verification? When should the player await for their account to be fully verified?

I'm looking forward to hearing from you. In case of any supporting evidence, feel free to send it to my email [email protected].

Kind regards,

Natalia

Update.

Good morning, yesterday after 15 days of sending my documents, Parimatch answered me indicating the following.

Unfortunately, we cannot accept a photo with ID. You must meet the following requirements:

- all information on the document is clearly visible and legible;

- the hand holding the document is fully visible in the photograph (including the elbow, not just the fingers)

- the photo was taken in good lighting conditions

- The photography is of good quality and high resolution.

To get a good quality photo, it's best to ask someone to take a photo of you in daylight, using the rear camera instead of the front (which is designed for selfies).

I have proceeded to send new photos yesterday with all the requested specifications.

I hope that this time they don't take so long to respond, since 15 days to indicate that the photo was wrong seems somewhat exaggerated.

Thank you for your support Casino Guru, I will continue to report any progress on the topic.

Actualización.

Buen día, el día de ayer luego de 15 días de haber enviado mis documentos, me responde Parimatch indicando lo siguiente.

Lamentablemente, no podemos aceptar una fotografía con DNI. Debe cumplir los siguientes requisitos:

- toda la información del documento es claramente visible y legible;

- la mano que sostiene el documento es totalmente visible en la fotografía (incluido el codo, no sólo los dedos)

- la fotografía se ha tomado en buenas condiciones de iluminación

- la fotografía es de buena calidad y alta resolución.

Para obtener una foto de buena calidad, lo mejor es pedir a alguien que te haga una foto a la luz del día, utilizando la cámara trasera en lugar de la delantera (que está dise?ada para selfies).

He procedido a enviar nuevas fotos el día de ayer con todas las especificaciones solicitadas.

Espero que esta vez no se demoren tanto en responder ya que 15 días para indicar que la foto estaba mal me parece algo exagerado.

Gracias por su apoyo Casino Guru, seguiré informando todo avance del tema.

Thank you, coniguru, for the new information. Of course, keep us updated. I hope, the casino will reply here to your complaint as well.

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.

UPDATE

VALID ACCOUNT

ACTUALIZACIóN

CUENTA VALIDADA

Dear coniguru, thank you for the updates. So since your account was finally verified, have you managed to request a withdrawal successfully?

Good day,

They do not allow me to withdraw the total amount, for all accounts the withdrawal limit is 38,000 soles, and according to support my account is limited to 4,000 per day, and today AGAIN they are hindering my withdrawals, apparently not they want to pay and they do it with the intention of continuing to play. All this causes me great anxiety.

Buen día,

No me permiten retirar el monto total, para todas las cuentas el l`ímite por retiro es de 38000 soles, y según soporte mi cuenta está con límite de 4mil por día, y hoy NUEVAMENTE me están poniendo trabas para los retiros, al parecer no quieren pagar y lo hacen con intención de que siga jugando. Todo esto me genera gran ansiedad.

Dear coniguru, thank you for the information. Wouldn't you like to submit a withdrawal in installments (would be 6 installments in your case), or have you tried it already?

This is what I am doing, but it seems very unfair to me that I am treated differently from other clients.

Esto estoy haciendo, pero me parece muy injusto que se me trate de manera diferente al resto de clientes.

Dear coniguru,

Since the main problem of the delayed verification was resolved, I'd like to ask you if I have your permission to close the complaint already?

But if you'd like we will certainly keep it opened until you receive your withdrawal and you will need to update us about the status of your withdrawal request.

By the way, have you been told why your account has these limitations?

Regards,

Natalia

I made the withdrawal of 8000, but now there are "technical problems with your platform" as they inform me, regarding the limitations, they have not given me any reason, they only tell me that the administration can do what they want.

Hice el retiro de 8000, pero ahora aparecen "problemas técnicos de su plataforma" según me informan, con respecto a las limitaciones, no me han dado razón alguna, solo me dice que la administración puede hacer lo que quiera.

Thank you for the updates, coniguru.

Dear Parimatch Casino, could you please specify what are these technical problems with your platform and when can the player expect to receive the rest of his withdrawal request? Thank you.

Dear Parimatch Casino, we are extending the timer for another week. Please, inform us about the current status of the player's withdrawal request.

Dear coniguru, 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 Curacao Gaming Authority ([email protected] or [email protected]) 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]). I am sorry I could not be of more help on this occasion.

Best regards,

Natalia

We’ve reopened this complaint at the request of Parimatch Casino. We would like to allow this case one more chance to be resolved and help both parties involved to reach a satisfactory conclusion.

We have received the following message from the casino:

Hi,

We kindly ask you briefly describe your issue including ID number and contact Support Team via email - [email protected]

We do everything in our power to assist you with your requests as soon as possible. Our support always has the most relevant updates about your questions, so we kindly ask for your patience.

Have a good day!

Dear coniguru, can you please specify if there has been any progress after the complaint was closed? Can you please try to contact the casino via email they provided if you haven't done it yet?

Dear coniguru,

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.

Unfortunately, the player has not responded to our messages and questions. Consequently, we are unable to investigate further and have no choice but to reject this complaint.

The player can reopen this complaint at any time.