Parimatch Casino BR - El jugador duda sobre el prolongado proceso de verificación.

Hello, thank you for providing a platform to voice my complaints.

I have been playing in this room for several months and I have always made transactions swiftly, but this time they asked for verification. Consequently, I sent a photo of my National ID Card, banking transactions and a photo of me holding my ID. However, it's been 5 days now and I am worried because they have not responded to my emails, whereas on their page they simply tell me "wait a bit" and they also abruptly end the chat.

It appears that they want to drain every single penny from me, then verify my account, despite the fact that I haven't won a lot.

Hola, gracias por este medio para poner mi reclamos.

E jugado varios meses en esta sala y siempre deposite y retire de forma rápida, pero está vez me pidieron una verificación, con lo cual envié foto de mi DNI(documento nacional de identidad) , mis movimientos de mi cuenta bancaria y foto sosteniendo mi DNI, pero el hecho es que ya pasaron 5 días y me preocupa que no me responden a su correo , y por su página me dicen que espere " un poco" y también me cierran el chat.

Parece que me quisieran quitar hasta el último centavo para luego verificar mi cuenta, a pesar que no llego a ganar mucho.

Dear Carlos_94,

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. 

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

They don't answer anything by email and through the online chat they only tell me: "wait a little" and then they cut off the chat. Just in case they didn't give me any reason.

No me responden nada por correo y mediante el chat en línea solo me dicen : "espere un poco" y después me cortan el chat. Por si acaso no me dieron ninguna razón.

Hello Carlos_94,

Have there been any developments since our last conversation, please? 

Hello, 2 days ago they verified my account, it only took 11 days. It was an eternity.

I was also able to withdraw my money. Thanks for this medium

Hola, hace 2 dias verificaron mi cuenta, solo fue necesario 11 dias. Fue una eternidad.

Tambien ya pude retirar mi dinero. Gracias por este medio

As the problem has been successfully resolved, we will now close the complaint as ‘resolved’ in our system. Thank you very much, Carlos_94, for your confirmation, and please don’t hesitate to contact our Complaint Resolution Center if you run into any issues with this or any other casino in the future. We are here to help.

Best regards,

Petronela

Casino.Guru