Parimatch Casino BR - El jugador lucha por verificar su cuenta.

I started betting on this site as they have a very good market when it comes to eSports.

My problem was to start depositing money and start earning without first verifying my account to be able to withdraw, because once I started earning and wanted to verify my account, they began to put many obstacles on me. First they only asked for my identification and a photo of me with it. Then they began to ask me for account statements of two cards with which I made deposits, which I did, still nothing. Then they asked me and I quote: " an account statement not in a bank account, but separately in a card " which does not make any sense.

I have asked over and over again what exactly they occupy because I send everything they ask me and all they reply is, " Sir, we are still waiting for the statement. Once you receive it, please send it through our e-mail to support so we can help you. Thank you. "

I am desperate because I need to withdraw my money.

I hope you can help me solve this issue.

Empecé a apostar en este sitio ya que tienen un muy buen mercado en cuanto a eSports.

Mi problema fue empezar a depositar dinero y empezar a ganar sin antes verificar mi cuenta para poder retirar, porque una vez que empecé a ganar y quise verificar mi cuenta empezaron a ponerme muchas trabas. Primero solo me pedían mi identificación y una foto mía con ella. Después me empezaron a pedir estados de cuenta de dos tarjetas con las que hice depósitos, lo cual hice, aun así nada. Después me pidieron y cito: "un estado de cuenta no en una cuenta bancaria, sino por separado en una tarjeta" lo cual no tiene ningún tipo de sentido.

He preguntado una y otra vez qué es lo que ocupan exactamente porque mando todo lo que me piden y todo lo que me contestan es: "Señor, todavía estamos esperando la declaración. Una vez que lo reciba, envíelo a través de nuestro correo electrónico de soporte para que podamos ayudarlo. Gracias."

Estoy desesperado porque necesito retirar mi dinero.

Espero puedan ayudarme a resolver este tema.

Hello danielndlc1102,

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?

Please note that the verification process may take up to 14 days after sending in all the requested documents.

Looking forward to your answer.

Regards,

Nick

The process began approximately on October 17, everything has been by mail since the page does not allow me to upload the documents.

Apparently my identification and my photo with it have already been approved, but for some reason now they ask me for account statements, which I have already sent several times and they keep telling me to send others because according to the ones I sent they don't come the deposits that I made, which is a lie, since all the deposits that I have made are clearly visible

El proceso empezó hace aproximadamente el 17 de octubre, todo ha sido por correo ya que por la página no me deja subir los documentos.

Al parecer lo que es mi identificación y mi foto con ella ya han sido aprobadas, pero por alguna razón ahora me piden estados de cuenta, los cuales ya mandé en varias ocasiones y me siguen diciendo que mande otros que porque según los que mandé no vienen los depósitos que hice, lo cual es mentira, ya que claramente se ven todos los depósitos que he hecho

Hello danielndlc1102,

Can you please forward as the same statement which you sent to the casino - please send it to nikolas.b@casino.guru.

Good day,

I have already sent the email with the account statements that I also sent to Parimatch

I am looking forward to your response. Thank you

Buen día,

Ya he mandado el correo con los estados de cuenta que también ya envié a Parimatch

Espero su respuesta. gracias

Hello danielndlc1102!

The submitted photos have been processed by the profile department. At this time, you need to provide a photo with your passport in hand in front of the correspondence with the support service. An example of the required photo was sent to you in the letter. 

Dear Daniel,

Please do as the casino advises and let us know the outcome as soon as possible. The timer will be set on you until then.

Good day

I have already sent the photo that they asked me for but they have asked me for another one where the information can be seen with better light and clarity,

I have already sent it again where you can clearly see everything they are asking me just how they are asking me

Buen día

ya he mandado la foto que me pidieron pero me han pedido otra donde se vea con mejor luz y claridad la información,

ya la he enviado nuevamente donde claramente se ve todo lo que me están pidiendo justo cómo me lo están pidiendo

Buenas tardes.

I have sent the photo that they ask me for 3 times already, each time with better quality, I don't know what else they need because honestly I am sending them exactly what they ask for

Buenas tardes.

He enviado la foto que me piden 3 veces ya, cada vez con mejor calidad, no sé qué más ocupen porque honestamente les estoy enviando exactamente lo que me piden

When did you send the last one and did they respond to it since?

I sent the last one on November 18 and it was rejected on November 19, before that I sent another on November 16, and the first one I sent on November 13. They have all rejected me

I have already sent one again with the best possible quality today November 24

El último lo envié el 18 de noviembre y me lo rechazaron el 19 de noviembre, antes de ese envié otro el 16 de noviembre, y el primero lo envié el 13 de noviembre. Todos me los han rechazado

Ya he vuelto a enviar uno con la mejor calidad posible hoy 24 de noviembre

Hello danielndlc1102!

Thank you. The verification department has received your data. You will receive an answer by mail after the experts check it.

Hello danielndlc1102!

Specialists asked you for a new and better photo 3 days ago. We are waiting for a photo that will meet the requirements that were indicated in the message in the mail.

We note that the speed of verification is also affected by the promptness of the player providing the requested data.

I have sent the photo again with the best quality and where you can see exactly everything they ask of me

He enviado nuevamente la foto con la mejor calidad y donde se ve exactamente todo lo que me piden

Dear Parimatch Casino,

Please let us know the outcome of the verification in order to resolve the complaint as soon as possible.

Hello everyone!

Unfortunately, the verification of the account was not completed with a positive result. Specialists recorded that the player violated the rules of the company during the check.

The player was found to have violated the rules of clause 83.4:

• one Client has several game accounts (multiple registrations, multi-accounts), including under a new name. The Betting company does not recommend two or more Clients to place bets from the same IP address (one device, local network);

• one Client uses the data of other persons to register new gaming accounts, including his family members;

• bets are made by a group of Clients acting in collusion, in order to circumvent the restrictions established by the Betting company;

• the Client is suspected of using any software that automates the process of setting rates;

• uses a game account to play in arbitration situations;

• the gaming account is not used for betting and other products offered by the Betting company;

• loyalty programs are abused.

The player was also denied further play on our resource, referring to clause 36.

We will send a proof in the near future to nikolas.b@casino.guru.

I will now request additional evidence from the casino through e-mail communication. Will post an update as soon as we receive more information.

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.

As we did not receive the requested document, we will be forced to close the complaint as unresolved as based on the provided proof from the casino, we can only see that the player was blocked from the website due IP address match which we do not consider as something that should lead to account termination.

The casino can forward us the requested documents anytime if they wish to reopen the complaint.

Dear danielndlc1102, I'm sorry that we could not help you out more but you can still try to contact directly the licensing authorities of the casino who have access to all the details within the casino.

Best regards,

Nick