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HELLO DEAR!

i am from pakistan sign up on parimatch and my account is blocked for verification all details are given down below with screenshots.

THANKS

*DEPOSITS

dear i deposited 1000pkr apprx. 3-5 USD$ on 17 may through local payment processor very popular in country parimatch supports only that wallet for withdrawls.

So i lose no one asks for verification because they were not concerned about my security then i deposited through LITECOIN (because Local Payment method is very slow nearly takes half day to deposit) , through litecoin i deposit 5700+ i lost most of that then after 3 -5 days later i deposited 4k+ through litecoin again and after that i had no money left in wallets so i gave cash to local payment merchant to deposit 1500 for me . so these were deposits i made PLEASE REMEMBER 2 ARE FROM LITECOINS 1 FROM MY OWN WALLET 1 FROM MERCHANT

*WITHDRAWLS

i withdraw only once on my wallet 3.5k which was arrived after few hours, but second was rejected 2.6k and account was blocked.

*OTHER INFO.

They ask for personal doucoments , wallet PDF statement which i provided they have not asked about personal verification after that but they are asking for 2 weeks for PDF first i sent statement where first deposit (1k) was not included after i appologizes and resent new statement but they keep asking me for statement for 2 weeks 1 reply per day only copy and paste mail not asking or telling what is wrong if there's something they are not mentioning as i'm telling them for month that i have deposited twice from litecoin once from my account and once from merchant and 1 withdraw on my acocunt . i hope you are getting what i'm trying to say . so they keep asking me for PDF i send them screenshots of litecoin PDF but they are not doing or asking anything except PDF which i have send 3 times and sent correct one also highlighting my transactions with them now how can i show litecoin transactions in e-wallet which dont supports and i haven't sent from that . WHY THEY DON'T BLOCK WHEN I LOSE WHY THEY ARE SO PROTECTIVE OF ME WHEN I WIN please solve my case otherwise i''m gonna tear their reputaion on every review site in asia thanks Screenshots are attached

Dear Hamza55,

Thank you very much for submitting your complaint. I’m sorry 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 identity 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? Have any of your documents been approved by the casino security department?

Please forward any relevant communication between you and Parimatch to veronika.l@casino.guru.

I hope we will be able to resolve this issue as soon as possible. Thank you in advance for your answer.

Kind regards

Veronika

First of all thank you very much for looking into this for me (and thanks for bearing my bad English as well ❤️😊)

Yes I have submitted my id card selfie with id card paper things written they asked and I think they approve because in nearly 35 mails they haven't asked for anything else but PDF. First time I send by mistake PDF in which first deposit was missing deposit of 17th May but they never mention which deposit or withdraw is Missing and keep asking copy'n'paste mail asking for PDF first I was very polite but I got angry but when I recheck documents documents everything was fine only first deposit missing then I apologize for my behavior than again submitted a new one but still they ask for PDF of MY OWN WALLET as I keep telling them about deposits different methods and also half of my mails are about telling them about my deposit as I shared screenshot of deposits with you lovely guys. The other local payment I send as deposit was from ewallet merchant because my account wasn't working for some network reason also I shared a screenshot with parimatch via mail which is marked with 1 deposit and 1 withdraw to given parimatch address.

I shared Litecoin transactions also with them.

Only statement I haven't shared is merchant they have not asked for that I don't know he will provide or not but I can try if that's needed

It seems like the Pakistan support team they have hired, work for other companies and don't know anything about bookmaker rules only they know is what's written on paper given by parimatch they are working like bots.

If you need any documents proofs I submitted them or anything I can provide you

Thanks.❤️

i have sent the mail to given address above please check. thanks

Thank you for providing me with the screenshots. Could you please advise how many deposits in total have you made to your casino account since the day you registered till now?

Also, please forward the account statement you sent to the casino to veronika.l@casino.guru. Thank you very much for your cooperation.

Hello dear thanks for the response,

I deposited 4 times as I have shared screenshot with you in file #6

First deposit was on 17 may from my wallet 2nd on 31 June from Litecoin 3rd and 4th were on same day 2 june from Litecoin and from wallet merchant .

And

1 successful withdraw & 1 rejected withdraw on my Wallet.

i will send PDF statement on Given Mail.

Thanks.

Thank you very much, Hamza55, for providing all the necessary information. I will now transfer your complaint to my colleague Peter (peter.c@casino.guru) who will assist you. I wish you the best of luck and hope to see your problem resolved to your satisfaction in the near future.

Hello there,

Thank you Hamza55 for providing us with all the information. I hope we'll be able to resolve this issue together.

I would now like to ask Parimatch Casino for their help in resolving this complaint. We would like to know why was this player's account blocked and if we can do anything to help resolve this issue.

Thank you!

Thank you very much this will be great if It's solved because I really need that money ❤️

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.

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 Antillephone Gaming Authority (certria@gaminglicences.com or complaints@gaminglicences.com) 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 (peter.c@casino.guru). I am sorry I could not be of more help on this occasion.

Best regards,

Peter