PariPesa Casino - La cuenta del jugador está restringida.

After attempting to withdraw, I was asked to submit documents for verification, which I did. Since then, the provider hasn't responded. I still have access to my account, but I can't deposit, withdraw, or play (limit €0.00).

Nach einem Auszahlungsversuch wurde ich gebeten Dokumente zur Verifizierung einzureichen, dieses ist geschehen. Seit dem Antwortet der Anbieter nicht mehr, Zugriff aufs Konto ist noch da, ich kann aber weder Einzahlen, noch Auszahlen noch Spielen (Limit 0,00€)

Dear Kg2003,

Thank you very much for submitting your complaint. I’m sorry to hear that your account remains restricted after submitting your verification documents.

To better understand your situation and assist in communicating with the casino, could you please provide the following information:

• When exactly did you request your withdrawal?
• Which documents did you submit for verification, and on what date?
• Did you receive any confirmation from the casino that your documents were received or being reviewed?
• Have you tried contacting the casino’s support since the issue began? If so, what response—if any—did you receive?
• Was there any bonus involved with your gameplay that might be related to the withdrawal request?

If you have any screenshots of your submitted documents or communication with the casino, please feel free to forward them to petronela.k@casino.guru.

Your cooperation in providing these details will help us investigate and work towards a resolution.

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

The withdrawal was requested on June 27, 2025, at approximately 4:30 p.m.

I submitted my ID card and bank statements, then I had to explain why I had chargebacks and since then they've been saying "We're checking it" all the time.

No bonus available

Die Auszahlung wurde am 27.Juni 2025 um ca. 16:30 Uhr beantragt.

Ich habe meine Personal Ausweis sowie Kontoauszüge eingereicht, danach musste ich mich erklären warum ich Rückbuchungen habe und seit dem heißt es die Ganze Zeit "Wir prüfen es"

Kein Bonus vorhanden

Hello,

I’m really sorry for the delay in your case. Petronela, your assigned resolver, is currently on a short vacation, and since she has the clearest overview of your situation and is in direct contact with the casino, we’ve decided to extend the timeline by 3 more days to ensure she can handle this personally.

We truly appreciate your patience and understanding, and I want to assure you that Petronela will get back to you before the end of this week.

Thank you again for bearing with us.

Dear Kg2003,

Thank you very much for your reply and for clarifying the timeline and documents submitted.

To better understand the situation and advocate for you effectively, could you please provide a few more details about the chargebacks that the casino referred to?

• When did these chargebacks occur, and what were the amounts involved?
• Were the chargebacks related to this casino or a different platform?
• Have you resolved the issue with your payment provider or bank since then?

Understanding the nature of these chargebacks will help us assess whether the casino’s ongoing verification process is reasonable and if any steps can be taken to move things forward.

Thank you again for your cooperation.

The chargebacks date from May + June 2025 and involve several amounts between 10-200€.

However, the provider is not affected; I checked this using the provider's transaction history.

So far, despite repeated inquiries to the provider, nothing has been said except "please be patient, all inquiries will be answered in order".

I am now close to getting the affected deposit back with the help of my bank.

Die Rückbuchungen stammen aus Mai + Juni 2025 und es handelt sich um mehrere Beträge zwischen 10-200€.

Der Anbieter ist allerdings nicht betroffen, dieses habe ich mithilfe des Transaktionverlaufes des Anbieters geprüft.

Bisher kam trotz mehrfacher Nachfrage beim Anbieter nichts außer "bitte haben sie Geduld, alle Anfragen werde in der Reihenfolge beantwortet".

Mittlerweile bin ich kurz davor Mithilfe meiner Hausbank die betroffene Einzahlung zurückzuholen.

Dear Kg2003,

Thank you very much for your response and for clarifying the situation regarding the chargebacks.

Unfortunately, cases that involve chargebacks are among the most difficult for us to resolve. Once a chargeback has been initiated — or even mentioned to the casino — it often results in immediate account restrictions or permanent closure. This is because the chargeback process bypasses the casino's internal procedures and is considered a serious breach of trust under most terms and conditions.

In some rare cases, we’ve seen situations where players who only considered chargebacks but never actually filed them were eventually paid after waiting several months — once the casino was sure no financial risk remained. However, that also meant a prolonged period with no guarantees, no access to their funds, and, in many cases, still no payment at all.

Given that your chargebacks were already submitted, we’re very sorry to say that we won’t be able to assist further. The casino will almost certainly consider this matter closed on their side, and it’s now entirely up to you how you'd like to proceed.

We truly regret that we can’t help bring this case to a better conclusion, and we hope things improve for you moving forward — whatever path you choose.

Wishing you all the best,

Petronela

Head of Complaint Resolution Center

Casino.Guru