Parimatch Casino BR - A jogadora está tendo dificuldades com sua retirada.

I played slots, I won 1200 thousand in PARI MATCH. After that, my withdrawal was blocked! I contacted the support service, they told me to undergo re-verification, I passed, and provided the statements from the cards that they asked for!!! I did it four days ago (June 10, 2023), I write to them every day, they write me the same thing, your verification has not been confirmed yet!!! Expect a letter to be sent to you!!!! They don't give an answer to the question of when the verification will take place, they say wait!!! Then when I write, they tell me to write in half an hour, they do not answer when I write, or they give me another operator. I understand that they want to deceive me, because they do not give any guarantees for the withdrawal of my money!!!! I understand that you can be left without your money!!!! Please help! They only say that the bookmaker has such a right!!!!!

Я грала у слоти, в ПАРІ МАТЧ Виграла 1200тис. Після цього мені заблокували вивід коштів! Звернулася в службу підтримки, мені сказали пройти повторну верифікацію, я пройшла, та надала виписки з карт, які вони просили!!! Зробила це чотири дні тому(10.06.2023), кожного дня пишу їм, вони мені одне й теж пишуть, ваша Верифікація ще не підтверджена!!! Очікуйте вам надішлють листа!!!! На питання коли пройде верифікація , вони не дають відповіді, кажуть що чекайте!!! Потім пишу кажуть через пів години написати, пишу вони не відповідають, або дають іншого оператора. Я розумію що вони мене хочуть обманути, тому що не дають ніяких гарантій на вивід моїх грошей!!!! Розумію що можна так залишитися без своїх грошей!!!! Прошу допомоги! Вони кажуть лише, що букмекер має таке право!!!!!

Dear brmaryana, 

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? Can you log into your account?

I also wanted to make sure your complaint is really regarding Parimatch Casino. The screenshots you provided us with belong to "Parik24".

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, 

Veronika

Dear brmaryana,

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.

Unfortunately, the player has not responded to our messages and questions. Consequently, we are unable to investigate further and have no choice but to reject this complaint.

The player can reopen this complaint at any time.