PariPesa Casino - El retiro del jugador se retrasa debido a solicitudes de documentos.

Good afternoon, the Paripesa betting house does not want to verify my account so as not to pay me. I have previously played and went through a completely abnormal verification process where they asked me for everything and I sent them absolutely everything. Now, after winning, they are asking me for more documents than last time, which I already sent and they always show me something new.

Obviously they want to keep my money and I'm outraged by the treatment I receive both via chat and email.

I've been dealing with this issue for over 10 days now and I have no solution other than the excuse of having a long waiting line.

I hope this time you can help me resolve this issue.

Greetings

Buenas Tardes la casa de apuestas Paripesa no quiere verificar mi cuenta para no pagarme ,anteriormente he jugado y pase un proceso de verificación totalmente anormal donde me solicitaron de todo y absolutamente todo se los envié ,ahora nuevamente al haber ganado me estan solicitando mas documentos que la vez pasada los cuales ya envie todos y siempre me aparecen con algo nuevo.

Obviamente que se quieren quedar con mi dinero y estoy indignada por el trato que recibo tanto vía chat como vía e mail.

Ya tengo mas de 10 días con el tema y no tengo solución la excusa que tiene una larga fila en espera.

Espero esta vez me puedan ayudar a resolver este tema.

Saludos

Dear mchumanr,

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. 

• Could you please advise which documents you have already provided and when exactly did you send the last one?
• Have you provided all the required documents as soon as possible and in the correct format? 
• Were any of your documents approved?
• If the casino has rejected any of your documents, have they explained why?

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, 

Natalia

Please note that Casino.Guru will never ask for any payments or request access to your accounts. If anyone claims to be Casino.Guru personnel and asks for such actions, do not provide any information.

The only legitimate way we will contact you is through this official complaint platform or via the email addresses provided in your complaint thread.

Stay cautious and contact us directly if you have any doubts.

Good afternoon, I have provided the following documentation:

-ID and passport requested

-Yes, I have sent everything as requested and in the correct format. Sometimes they have asked me for the same document up to three times, giving excuses such as it being illegible or other pretexts.

-All my documents were approved both when I registered my account, after they requested more documents more than 6 months ago, and now that I've sent them again, absolutely everything is in order.

-I haven't had any rejected, they have requested it again and everything has been sent to them promptly.

I have been unable to bet on any event or casino for over 10 days now, and my money has been frozen in my account.

I have sent you screenshots of absolutely everything.

I hope they resolve it and time doesn't continue to pass.

Also 20 days ago I made a mistake and made a deposit of 450? in USDT to an Ethereum address and the funds disappeared due to my errors, but they told me that they were going to solve it by charging me a 10% fee, that money still does not appear in my account and the only thing they repeat and tell me is that I have to wait their 60-day period, but in the end what they want is to keep my 2670 euros plus my $ 450, in other words, a total scam since having all the documents in order there is no reason for this to be happening.

greetings.

Greetings .

Buenas tarde he proporcionado la siguiente documentación:

-Dni y pasaporte solicitados

-si he enviado todo como me lo han solicitado y en el formato correcto a veces me han solicitado el mismo documento hasta mas de 3 veces poniendo excusas que se ve ilegible o algunos otro pretextos.

-Todos ms documentos fueron aprobados tanto cuando registre mi cuenta, luego que me pidieron mas documento hace mas de 6 meses y ahora que los he enviado nuevamente, absolutamente todo esta en regla.

-No me han rechazado ninguno ,lo han solicitado nuevamente y se le ha enviado todo a la brevedad.

Ya tengo mas de 10 días sin poder ni apostar en ningún evento ni casino y con el dinero congelado en la cuenta .

les he enviado capturas de pantalla de todo absolutamente .

espero lo resuelvan y no siga pasando el tiempo.

Aparte hace 20 días me equivoque y realice un deposit nde 450? en usdt a una dirección etherium y los fondos se desaparecieron por erros mío ,pero ellos me dijeron que lo iban a solucionar cobrándome un fee del 10% ese dinero aun tampoco aparece en mi cuenta y lo único que me repiten y dicen es que tengo que esperar su plazo de 60 días pero al final lo que quieren ellos es quedarse con mis 2670 euros mas mis 450$ ósea una estafa total ya que al tener todo los documento en regla no hay ningún motivo para que esto este sucediendo.

saludos.

Saludos .

Good afternoon, I have already sent all the documentation.

Buenas Tardes ya envie toda la documentacion

Thank you very much for your reply, mchumanr. Could you please forward all the relevant communication between you and the casino to natalia.b@casino.guru? Alternatively, you can post the screenshots here. Thank you in advance.

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I HOPE CASINO GURU CONTACTS THEM AND GIVES ME A SOLUTION FOR MY MONEY.

GREETINGS

21

ESPERO QUE CASINO GURU SE COMUNIQUE CON ELLOS Y ME SOLUCIONEN MI DINERO.

SALUDOS

After 4 days of not writing to me after sending the last email, they are asking me for another document. This is unacceptable. Please take action on this matter to make people aware of the abuse they are committing against me.

LUEGO DE 4 DIAS QUE NO ME ESCRIBIAN DESPUES DE ENVIAR EL ULTIMO CORREO ME PIDEN OTRO DOCUMENTO YA ESTO ES INACEPTABLE ,POR FAVOR TOMAR CARTAS EN ESTE ASUNTO PARA HACER SABER EL ABUSO QUE ESTAN COMENTIENDO CONTRA MI PERSONA.

Thank you very much, mchumanr, for your cooperation. I will now transfer your complaint to my colleague Martina (martina.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.

Dear mchumanr,

My name is Martina and from now on, I will assist you with resolving your complaint. I am sorry for the situation you found yourself in.

I understand you may feel frustrated about still not being verified. However, the casino doesn´t have the luxury to see you in person and verify your documents personally, to ensure the funds go to the right owner, I would recommend that you comply with the casino´s request for extra documents for verification.

Once you upload all of the documents, please let me know.

Good evening Martina, as I told your colleague Natalia, I have sent absolutely all the documents that have been requested. I have been here for more than 15 days and every time I send something they ask me for something new. It is unacceptable. If you are going to help me, tell me if you are going to contact the page or not, since supposedly you provide support and try to find solutions to the cases that are presented to you.

I attach the last email received after sending the last documentation requested 3 days ago.

Buenas noches Martina ,como le comente a tu compañera Natalia he enviado absolutamente todos los documentos que me han solicitado ya tengo mas de 15 días y cada vez que envió algo me solicitan algo nuevo ya es inaceptable ,si Ustedes me van a ayudar díganme si se van a contactar con la pagina o no ,ya que supuestamente Ustedes dan apoyo y tratan de dar solución a los casos que se les presentan ,

adjunto ultimo correo recibido después de enviar la ultima documentación solicitada hace 3 días.

Dear mchumanr,

Thank you for cooperating and sending everything to the casino. I will contact the casino and try my best to resolve the issue as soon as possible.

Now I would like to invite PariPesa Casino representative to join this conversation and participate in the resolution of this complaint.

Dear casino representative, could you please provide more information about this case and state the reason why the player has not been yet verified?

Thank you in advance for providing the information.

Thank you very much Martina, we await the Paripesa Representative's response, and I also take this opportunity to send a screenshot of the last requested email that was sent today,

greetings

Muchas Gracias Martina esperemos el Representante de Paripesa de respuesta ,y también aprovecho para enviar captura del ultimo mail solicitado que se ha enviado el día de hoy,

saludos

Dear mchumanr,

Thank you very much for the screenshots and your email. I truly appreciate your efforts in providing the information. Unfortunately, the screenshots arrived in rather low quality, making them difficult to review. Would you be so kind as to resend them here or even to my email when you have a moment, so we can have everything ready while we wait for the casino’s response?

Many thanks in advance!

Hello Martina, I sent an email to Nathalia. If she could forward them to you, I would appreciate it.

Greetings and let's wait for Paripesa's response.

Greetings.

There are more than 20 emails sent one by one.

Buenas Martina le envié correo por correo a Nathalia ,si ella te los puede reenviar te lo agradecería ,

saludos y esperemos la respuesta de Paripesa.

Saludos.

Son mas de 20 correos enviados uno por uno.

Great mchumanr, have it all, thank you :-)

Let´s wait then

Excellent, let's wait for a response from Paripesa, I've heard good opinions, hopefully it will be resolved soon.

Excelente ,esperemos repuesta de Paripesa ,he escuchado buenas opiniones ,ojala se resuelva a la brevedad.

Without any argument, they have illegally appropriated my money since I have not violated their terms or conditions. They kept requesting all kinds of documentation from me for over 15 days, and today they sent me their surprise email. I will translate it below and send a screenshot of this total abuse by this scam page.

Good morning. We inform you that we have decided to cease all collaboration with you (closing your gaming account) based on the Betting Company's General Terms and Conditions:

In the event that the bettor commits fraud against the bookmaker (such as registering multiple accounts, using automated betting software, arbitrage betting, not using the betting account for betting, misuse of loyalty programs, etc.), the bookmaker reserves the right to stop such fraudulent actions by:

- cancellation of the bet

- closure of the customer's account

- filing a complaint with a law enforcement agency.

The decision was made after a rigorous investigation of the case by the Department of Security.

We kindly ask that you do not create gaming accounts with the Company. Due to the fact that your actions have been recognized as a flagrant violation of our company's Terms and Conditions, the decision to cease all cooperation with you is final and cannot be appealed. All inquiries related to the blocking case from you will be ignored.

You may only withdraw the amount deposited.

Sin ningun argumento se han apropiado ilicitamente de mi dinero ya que no he cometido ninguna violacion a sus terminos ni condiciones ,me tuviero mas de 15 dias solicitando todo tipo de documentacion y hoy me dan su e mail sorpresa ,a continuacion de los traduzco y envio captura de pantalla de este abuso total de esta pagina estafadora .

Buenos días. Ponemos en su conocimiento que hemos tomado la decisión de cesar cualquier colaboración con usted (cierre de su cuenta de juego) en base a las Condiciones Generales de la Empresa de Apuestas:

En caso de que el apostante cometa fraude con respecto a la casa de apuestas (como el registro de varias cuentas, el uso de software de apuestas automatizadas, apuestas de arbitraje, si la cuenta de apuestas no se utiliza para apostar, el uso indebido de programas de fidelidad, etc.), la casa de apuestas se reserva el derecho de detener dichas acciones fraudulentas mediante:

- anulación de la apuesta

- cierre de la cuenta del cliente

- presentación de una reclamación ante un organismo encargado de hacer cumplir la ley.

La decisión se tomó tras una rigurosa investigación del caso por parte del Departamento de Seguridad.

Le rogamos que no cree cuentas de juego con La Empresa. Debido al hecho de que sus acciones han sido reconocidas como una violación flagrante de los Términos y Condiciones de nuestra empresa, la decisión de detener cualquier cooperación con usted fue definitiva y no está sujeta a apelación. Todas las preguntas relacionadas con el caso de bloqueo por su parte serán ignoradas.

Sólo podrá retirar la suma depositada.

I'm telling you that they've already blocked my account and I'm requesting a new password, but I'm not receiving any emails.

I attach proof.

Les cuento que ya me bloquearon la cuenta y solicito nueva contraseña y no me llegan los correos .

adjunto prueba.

AS YOU SEE, THEY NEVER RESPONDED, NOR ARE THEY GOING TO RESPOND. THIS CASINO IS AN ASSAULT ON ANY CUSTOMER. THEY KEEP EVERYONE'S MONEY.

I DON'T HAVE ACCESS TO MY ACCOUNT, IN SHORT, ALL MY MONEY WAS STOLEN, AND NO ONE IS DOING ANYTHING TO FIX IT.

CASINO GURU DID YOU MANAGE TO COMMUNICATE WITH PARIPESA?

COMO VEN NUNCA RESPONDIERON NI VAN A RESPONDER ESTE CASINO ES UN ASALTO PARA CUALQUIER CLIENTE ,SE QUEDAN EL DINERO DE TODOS .

MI CUENTA NO TENGO ACCESO,EN RESUMEN SE ROBARON TODO MI DINERO,Y NADIE HACE NADA PARA SOLUCIONARLO.

CASINO GURU UDS LOGRARON COMUNICARSE CON PARIPESA?

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.

PARIPESA NO LONGER ANSWERS MY EMAILS, THE ACCOUNT IS BLOCKED AND THE FUNDS IN IT, INCREDIBLE BUT TRUE, THEY ARE SHAMELESS AND THEY DO NOT GIVE AN ANSWER, EVEN BY THIS MEANS.

PARIPESA YA NO ME RESPONDE LOS CORREOS ,LA CUENTA ESTA BLOQUEADA Y LOS FONDOS EN ELLA,INCREIBLE PERO CIERTO ,SON UNOS SINVERGUENZAS Y NO DAN RESPUESTA NI POR ESTE MEDIO.

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 Curaçao Gaming Authority (https://www.gamingcontrolcuracao.org/regulation/online-gaming) and submit a complaint to them. The Gaming Authority has more options and tools to help players. Please let me know if you decide to do it and how they responded (martina.b@casino.guru). I am sorry I could not be of more help on this occasion.

Best regards,

Martina Bennett

We have reopened this complaint at the request of PariPesa Casino in order to give this case one more opportunity to be resolved and to help both parties reach a satisfactory conclusion.

The casino has provided the following statement:

The player has successfully completed the verification process — the account status clearly shows "Verification passed." There are no pending document requests or KYC requirements on our side at this time. Therefore, there are no verification-related restrictions affecting the account.

Dear mchumanr,

Could you please confirm whether your account has now been successfully verified and whether there are any remaining issues on your side?

We would greatly appreciate your update so we can proceed accordingly.

Thank you very much in advance.

Dear mchumanr,

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.

We regret to inform you that, due to the lack of response from the player to our messages, inquiries, and reminder, we are unable to proceed with further investigation or provide potential solutions at this time. As a result, we must close this complaint for the moment.
However, please note that the player retains the option to reopen this complaint at any time in the future should they choose to resume communication. We remain open and ready to assist in resolving the matter should the player decide to reach out again.

Thank you for your understanding.

Best regards,
Martina
Casino.Guru