PariWin Casino - Retraso en el retiro del jugador debido a una verificación prolongada.

Hello! I would like to ask for your help in resolving an issue involving the withdrawal of funds from my gaming account. On January 16, 2024, I provided the support service with passport photos from both sides, a selfie with my passport, and a bank statement for the last 30 days. After that, they told me to wait. As of January 24, 2024, there has been no response, and the support service is not communicating. They respond to new inquiries intermittently or not at all. The amount to be withdrawn is quite large. The verification process is taking too long. I offered to send my international passport if there were any doubts, but they said that a passport id would suffice.

Здравствуйте! Прошу Вас помочь в решении вопроса вывода средств с игрового счета. 16.01.2024 предоставила службе поддержке фото паспорта с обеих сторон, фото с паспортом и выписку из банка за последние 30 дней. После чего сказали - ожидать. По состоянию на 24.01.2024 года ответа никакого не приходило, на связь служба поддержки не выходит. Отвечают на новый запрос через раз или совсем не отвечают. Сумма вывода средств достаточно крупная. С верификацией затягивают. Предлагала скинуть загран паспорт, если есть сомнения, но сказали - id паспорта достаточно.

Dear aleksaandrovad,

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.

• Do I understand correctly the casino is still checking your documents and they don't require any additional documents so far?
• Has the casino explained the delay in completing the verification of your documents?
• If you have screenshots of the casino's responses, feel free to share them here.

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

Yes, the casino is still checking my documents. When asked how long verification will take, they answer that each player has an individual time for consideration, that is, there is no deadline.

Да, казино все еще проверяет мои документы. На вопрос как долго будет длится верификация, отвечают, что для каждого игрока время индивидуальное время на рассмотрения, то есть сроков нет.

Has there been any progress in the casino completing your verification?

Please let me know.

Unfortunately no. Emails are very rarely answered.

К сожалению нет. На почту отвечают очень редко.

Good evening! They also asked for a bank statement from the card with which I topped up the gaming account to check the payment details and said wait. Mail responds every 3-5 days

Добрый вечер! Запросили еще выписку из банка по карте с которой я пополнял игровой счет, для проверки детали платежей и сказали ожидайте. Почта отвечает раз в 3-5 дней

Was your bank statement accepted? Was there any progress regarding the withdrawal?

Could you please share a screenshot of the status of your withdrawal here?

Yes, the extract was accepted. There is no shift or progress.

Да, выписка была принята. Никакого сдвига и прогресса нет.

Thank you very much, aleksaandrovad, for providing the necessary information. I will now transfer your complaint to my colleague Natalia (natalia.b@casino.guru) 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.  

Hi aleksaandrovad,

I've just reviewed your case and will try to help you by contacting the casino. We'll see what can be done when they reply.

Dear PariWin 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 how much time will be needed to finish the verification?

I'm looking forward to hearing from you. In case of any supporting evidence, feel free to send it to my email natalia.b@casino.guru.

Kind regards,

Natalia

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.

Good afternoon, verification passed, but the account is blocked, in their words

Добрый день, верификация пройдена, но счет заблокированный, с их слов

Dear aleksaandrovad,

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 Kahnawake Gaming Commission (https://gamingcommission.ca/interactive-gaming/complaints/ or complaints@gamingcommission.ca) 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 (natalia.b@casino.guru). I am sorry I could not be of more help on this occasion.

Best regards,

Natalia