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I made a deposit of R$500 at the casino and got a welcome bonus of R$500, I was playing and betting until I fulfilled all the requirements of the bonus promotion and managed to have a balance of R$4076.16. When I requested the withdrawal they asked me to verify the account, I sent all the documents they asked for and I was approved in the verification process and they said that I could request the withdrawal, I asked for the withdrawal and it was refused for the reason of "going through the verification process", ok , I got in touch in the chat asking about it and they said that I would need to go through another verification process, they asked for documents, I sent them, I was approved again in the verification process and they said that I could request my withdrawal, I asked for the withdrawal and again it was refused by "go through the verification process", what happens is that I am in this infinite loop and I have already performed the verification process that the casino asks for 8 times and they continue to refuse my withdrawal with the justification of going through the verification process that I have already gone through 8 times. I humbly ask Casino Guru to help me resolve this issue.

Realizei um depósito de R$500 no casino e ganhei um bônus de boas vindas de R$500, fui jogando e apostando até que cumpri todas as exigências da promoção do bônus e consegui ficar com um saldo de R$4076,16. Quando solicitei o saque me pediram para verificar a conta, enviei todos os documentos que pediram e fui aprovado no processo de verificação e falaram que poderia pedir o saque, pedi o saque e foi recusado pelo motivo de "passe pelo processo de verificação", ok, entrei em contato no chat perguntando sobre e falaram que precisaria passar por mais um processo de verificação, pediram documentos, enviei, fui aprovado novamente no processo de verificação e falaram que poderia pedir meu saque, pedi o saque e novamente recusado por "passe pelo processo de verificação", o que acontece é que eu estou nesse looping infinito e já realizei 8 vezes o processo de verificação que o casino pede e continuam recusando o meu saque com a justificativa de passar pelo processo de verificação que eu já passei 8 vezes. Peço humildemente que o Casino Guru me ajudo a solucionar esse problema.

Hello zuguinha321,

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 speak 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

Hi Nick, thanks for your attention in advance. I have been carrying out the process since January 26th, which was the first time I tried to withdraw, the process itself is not long, they ask for the documents and on the same day I receive the news that I passed the verification, however, I ask for the withdrawal and they refuse saying that I need to go through the process, since the 26th I have done this process literally every day. The documents that were requested are: Photo of the front and back of the ID, a photo of me holding the ID, proof of the deposit made at the casino and bank statement, all of which were accepted because all the verification processes sent me the message that it had passed the process. The last time I spoke with the casino was yesterday on 02/01/2023, and it was exactly about this verification process, the attendant said that my account was verified and that I had to try to withdraw again and that if I was refused, I had to enter contacted again, and again my withdrawal was declined for the same reason. Yes, I completely understand that the verification process can take a while, however, please note that the process is usually completed in less than 24 hours, I did not submit the documents on the 26th and until today I have not received a response, I literally completed the entire the process 8 times, the problem is that the casino keeps me in an endless loop of telling me I passed the verification process and saying I can cash out, and refusing my withdrawal saying I need to go through the verification process.

Olá, Nick, obrigado pela sua atenção desde já. Estou realizando o processo desde o dia 26 de janeiro que foi a primeira vez que tentei sacar, o processo em si não é demorado, eles pedem os documentos e no mesmo dia recebo a notícia de que passei na verificação, porém, peço o saque e recusam dizendo que preciso passar pelo processo, desde o dia 26 eu fiz esse processo literalmente todos os dias. Os documentos que foram solicitados são: Foto da frente e verso do documento de identidade, uma foto minha segurando o documento de identidade, comprovante do depósito feito no casino e extrato bancário, todos eles foram aceito por que todos os processos de verificação me enviaram a mensagem de que havia passado no processo. A última vez que falei com o casino foi ontem dia 01/02/2023, e era exatamente sobre esse processo de verificação, o atendente disse que minha conta estava verificada e que era para eu tentar saque novamente e que se fosse recusado era para entrar em contato novamente, e novamente meu saque foi recusado pelo mesmo motivo. Sim, eu entendo completamente que o processo de verificação pode levar um tempo, porém, note que o processo geralmente é concluído em menos de 24 horas, eu não enviei os documentos dia 26 e até hoje não me deram uma resposta, eu literalmente concluí todo o processo 8 vezes, o problema é que o casino me mantém em um ciclo infinito de me falar que passei no processo de verificação e dizer que posso sacar, e recusar meu saque dizendo que preciso passar pelo processo de verificação.

Hello dear zuguinha321,

We apologize for this situation. To solve the problem, please send a photo of the national map from both sides and a selfie with it to our email support.br@parimatch.com. Please also attach proof of deposit in the form of a bank statement to the letter. After checking the documents by the administration, this problem should no longer appear.

Hello Parimatch. I understand that these situations can occur, as requested, I sent all documents to the email.

Olá, Parimatch. Entendo que essas situações podem ocorrer, como solicitado, enviei todos os documentos para o e-mail.

Hello dear zuguinha321,

Your account has been verified and you can withdraw funds. Sorry for the wait, but it took some time to resolve the issue. Thank you for understanding!

Hello, dear Parimatch,

No problem, I understand that it takes time to review the veracity of the documents. I will make the withdrawal request again.

Olá, prezada Parimatch,

Sem problemas, entendo que leve tempo para analisar a veracidade dos documentos. Farei a solicitação de saque novamente.

Hello zuguinha321,

I'm glad to hear that your account is verified. Please request for the withdrawal and let us know once the money arrives.

Dear Nick, I managed to withdraw my balance and it's all solved, thanks a lot for your help in solving this problem, have a great day!

Prezado Nick, consegui sacar meu saldo e está tudo resolvido, agradeço enormemente na ajuda a solucionar esse problema, tenha um ótimo dia!

Thank you zuguinha321 for letting us know that the issue has been resolved. Please do not hesitate to contact us if you will come across any other trouble again in the future, we will gladly try to help you out.

Regards,

Nick